Research Site
We conducted our research at five call center locations of a Fortune 100 financial services
company over a two-month period (May and June). We gained access to the Company through
contacts at the Firm that was helping them develop and implement employee reward programs. The
call centers were in diverse geographic locations throughout North America and Company
management indicated that the five participating call centers are representative of the 18 centers
they operate; given their genuine interest in understanding the effects of cash versus tangible
rewards on goal selection and performance, we have no reason to doubt their assertion regarding the
appropriateness of the locations.