“…Empirical studies published in the JOBM in the past 10 years (from 2000 to 2010) also indicate that feedback has been used extensively to improve a variety of types of organizational performance, such as customer service (e.g., Eikenhout & Austin, 2005;Loewy & Bailey, 2007;Pampino, MacDonald, Mullin, & Wilder, 2003;Slowiak, Madden, & Mathews, 2005;Squires et al, 2007;Tittelbach, Deangelis, Sturmey, & Alvero, 2007), safety 138 Y. So et al (e.g., Cooper, 2006;Ludwig, Biggs, Wagner, & Geller, 2002;Ludwig & Geller, 2000;Rohlman et al, 2005;Sasson & Austin, 2005), staff performance in human service settings (e.g., Cook & Dixon, 2005;Gravina, VanWagner, & Austin, 2008;Stephens & Ludwig, 2005), and sales (e.g., Wiesman, 2006). The studies that used feedback, alone or in combination with other independent variables, accounted for approximately 38% (i.e., 30 of 78) of all published empirical studies.…”