ADM 2336 Lecture Notes - Lecture 2: Civic Virtue, Boosterism, Job Performance
2 Dec 2016
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Document Summary
Largest cable and home internet provider in us. How job performance is defined -> how job performance is measured -> how job performance is rewarded -> employee behaviour. Job description for customer service rep (at the time) If a rep retained 85%+ - 100% payout. Ex: comcast"s focus on % of retained customers. Ex: how a comcast csr treats an employee. Pros and cons of results based job performance. Employee behaviours that contribute either positively or negatively to the accomplishment of organizational goals. Task performance: routine (habitual responses to predictable tasks, adaptive (thoughtful responses to unpredictable tasks, creative (novel and useful ideas) Voluntary behaviours that contribute to achieving organizational goals. Boosterism (ex: talk up your organization to others outside the organization) Intentional behaviours that hinder that achievement of organizational goals. Surveillance of employees -> weak negative but non-significant relationship with cwbs. Surveillance of employees -> strong negative and significant relationship with citizenship.
