ADM 2336 Lecture Notes - Lecture 1: Job Satisfaction, Job Performance, Emotional Contagion
12 Oct 2016
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3 level of analysis: individual, dyads/groups, organization. Orgs have a common goal and these are accomplished through group effort. E. g. control/ reduces stress in jobs people at the bottom have more stress than the people at the top because they have more control. Evidence based management: making managerial and org decisions based on recent and robust scientific evidence. Hypothesis: e. g. pay for performance increases employee job performance". Independent (income what you want to change) vs dependent variable (outcome) Job performance: employee behaviors that contribute either positively or negatively to the accomplished org. goals. Comcast, a massive organization, and are made up of different components, but they were having trouble with job performance, Comcast solved job performance by: delivered, measured and rewarded job performance. Job description for customer service rep. is that you are supposed to retain the customer, how did. Comcast measured this by % of disgruntled customers retained, rewarded this with small hourly wage + payout penalty.
