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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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The Psychology of People, Work, and Organizations Psychology 2060 Evaluating Employee Performance and Introduction to Training Nov. 19 , 2009 Cell Phones!!!
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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 fails to achieve them
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Aside: Validity of Client Ratings
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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
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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
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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
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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
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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
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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)
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Summary Not much research on the validity of customer ratings in I/O psychology.
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