Stability of rater leniency: three studies

Article Abstract:

Research has identified rating leniency as one of the most troublesome of rating errors. Little is known about the extent to which the error is a stable rater tendency, although Guilford hypothesized such stability in 1954. We investigated the stability of rater leniency in three actual appraisal situations. Leniency was found to be a relatively stable response tendency across the three studies. The findings suggest that leniency might be predicted using measures of individual differences. (Reprinted by permission of the publisher.)

Research, Employee performance appraisals, Performance appraisals

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When "the show must go on": surface acting and deep acting as determinants of emotional exhaustion and peer-related service delivery

Article Abstract:

Customer service representatives who can be empathetic to their customers' difficulties are less likely to experience job stress than those who just superficially attempt to 'appear' involved in their customers' dilemmas.

Psychological aspects, Causes of, Job stress, Customer service, Support services

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