The Accuracy of Performance Appraisal on Unseen Employees'' Behaviors in Service Industry- From Rater''s Perspectives

• Main Authors: Kuo-Ching Wang, 王國欽
• Other Authors: An-Tien Hsieh
• Format: Others
• Language: zh-TW
• Published: 1999
• Online Access: http://ndltd.ncl.edu.tw/handle/51563330531739434329

博士 === 中國文化大學 === 國際企業管理研究所 === 87 === 　Traditional rating sources can not provide an unbiased solution to the problem of evaluating employees'' performance for which the job performance behaviors can-not be observed by the management. From the epistemology perspective, this study is attempting to find an appropriate rating source for such employees'' job perfor-mance behaviors. 　Both qualitative and quantitative methods were utilized. The study first incorpo-rated critical incident technique (CIT) method and categorized the observations of both the customers and employees. From this exercise then, twenty-five service features and eleven criteria were emerged. On the basis of these results, the ana-lytical hierarchy process (AHP) method was then employed to conduct a pairwise comparison among alternative rating sources. 　The results showed that using the customer as the rating source is more objective then the conventional sources in appraising the performance of the unseen employ-ees. The empirical study focused on a service industry using a sample of 302 cus-tomers and 84 employees for the CIT, and 31 experts for AHP.