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.)
Publication Name: Academy of Management Journal
Subject: Business, general
ISSN: 0001-4273
Year: 1995
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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.
Publication Name: Academy of Management Journal
Subject: Business, general
ISSN: 0001-4273
Year: 2003
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