D lawler e e iii weick k e jr 1970 managerial

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Unformatted text preview: e. Central tendency. The tendency to assign most ratees to middlerange job performance categories. 92 Individual Behaviour Exhibit 3.9 Leniency, harshness, and central tendency rater errors. Part Two Central Tendency n Leniency Number of Subordinates Harshness True Performance 0 Poor Average Good Performance errors, even though they have accurate perceptions of workers’ performance. For example, a manager might use leniency or central tendency in performance reviews so that his employees do not react negatively to his evaluation. Exhibit 3.10 Behaviourally anchored scale for rating customer service. Source: Campbell, J. P., Dunnette, M. D., Lawler, E. E., III, & Weick, K. E., Jr. (1970). Managerial behavior, performance, and effectiveness. New York: McGraw-Hill. Could be expected to exchange a blouse purchased in a distant town and to impress the customer so much that she would buy three dresses and three pairs of shoes. Could be expected to smooth things over beautifully with an irate customer who returned a sweater with a hole in it and turn her into a satisfied customer. Could be expected to be friendly and tactful and to agr...
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This document was uploaded on 03/27/2014.

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