Lecture 10, Evaluating Employee Performance and Training, Full Slides, Nov. 19th, 2009

Lecture 10, Evaluating Employee Performance and Training, Full Slides, Nov. 19th, 2009

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Unformatted text preview: The Psychology of People, Work, and Organizations Psychology 2060 Evaluating Employee Performance and Introduction to Training Nov. 19 , 2009 Cell Phones!!! 2 Quotes From Fake Performance Evaluations • Since my last report, this employee has reached rock- bottom and shows signs of starting to dig • His men would follow him anywhere, but only out of morbid curiosity • I would not allow this employee to breed • This associate is really not so much of a has-been but more of a definitely won’t be • He would be out of his depth in a parking lot puddle • This young lady has delusions of adequacy • This employee should go far – and the sooner the better • This employee is depriving a village somewhere of an idiot • He sets low personal standards and then consistently Aside: Validity of Client Ratings Validity of Client ratings (think back to 360, multisource ratings) • Client/consumer ratings of an employee’s performance: – Useful in jobs that require a high degree of interaction with the public or buyers in other organizations (e.g., purchasing managers). • Validation study: – Self assessment of customer service competencies – Supervisor ratings of performance – Client ratings of performance (secret shopper) – Retail outlet Validity of Client Ratings Supervisor ratings (dimensions) Examples: • Does work badly or incorrectly on purpose • Does an outstanding job • Acknowledges customers • Is prepared for handling rush periods • Effectively sells promotional items • Establishes rapport with customers • Helps to increase gross sales Validity of Client Ratings Client ratings (13 dimensions) Corporate employees trained in judging performance Examples: • Courteous greeting • Professional grooming/neat • Clean, pressed clothing • Smile upon greeting customer • Made eye contact • Thanked customer • Quick purchase/transaction time Validity of Client Ratings Customer Service Attitude Customer Service Aptitude Sales Aptitude Customer Service Index Manager Composite Rating Manager Composite Rating .20* .01 .27* .22*-- Anonymous Shopper Rating .23* .05 .04 .15 .09 * p < .05 Validity of Client Ratings • Anonymous shopper ratings uncorrelated with supervisor ratings – Not too surprising. Why? • Anonymous shopper ratings were predictive of 1 customer service criterion – But, at weak levels in general • No reliability data provided Validity of Client Ratings • Barrick et al., 1994 – Large appliance-manufacturing firm – Customers rated sales people on the Big Five personality traits – Customer ratings were correlated with peer and supervisor ratings at reasonable levels (.20 - .40) • For Conscientiousness, Agreeableness, Extraversion – Suggests support for inter-rater reliability of client ratings with typical sources (e.g., peers) Summary • Not much research on the validity of customer ratings in I/O psychology....
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This note was uploaded on 04/11/2010 for the course BUSINESS CSIT126 taught by Professor Dfaad during the Spring '09 term at Aarhus Universitet.

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Lecture 10, Evaluating Employee Performance and Training, Full Slides, Nov. 19th, 2009

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