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122 Guaranteeing Performance Improvement

Endnotes

1. See Gerson, R. F., & Gerson, R. G., (2006). Positive

performance improvement: A new paradigm for optimizing your

workforce. Palo Alto, CA: Davies-Black.

2. Gerson, R. F., (1998). Beyond customer service. Menlo Park,

CA: Crisp Publications; Gerson, R. F., (1993). Measuring cus-

tomer satisfaction. Menlo Park, California. Crisp Publications.

3. This has been shown to be true using expectancy theory and

attribution theory. Additionally, when you reward effort that leads

to a successful result or closely approximates a successful

result, you will motivate performers to attempt more challenging

tasks.

4. Dweck, C., (2006). Mindset: The new psychology of success.

New York: Random House.

5. See Note 1. Also Gerson, R. F., (2004). HEADcoaching: Mental

training for peak performance. Bloomington, IN: Authorhouse.