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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.
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
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.
- Spring '14