firm performance

Anybody who has ever designed and attempted to implement an organizational practice to accomplish an objective such as higher performance, improved customer satisfaction, or higher quality, can tell you that not all of them work on all of these objectives. Gibson and her colleagues took a closer look at organizational practices and come away with a much more fine-grained understanding of which organizational practices do accomplish which objectives most predictably.

The moral of the story is, share information if you want to make more money, establish clear policies about desired behavior to improve customer service, and empower your teams to raise the quality of your products or services.