|M.Sc Thesis||Department of Industrial Engineering and Management|
|Supervisor:||Prof. Rafaeli Anat|
The present research examined the effects of different emphases in Performance Evaluation (PE) systems on employee turnover in the call center industry. PE systems used in this industry typically involve two indices - quality and quantity of work produced by an employee. Together the two indices are integrated into one overall employee evaluation index that directly translates into employee compensation. The relative weighting of the two indices (quality and quantity) can vary, however, between different parts of a call center, or between different centers. The research question in this project was how the magnitude of emphasis on quality of performance in this employee evaluation context influences employee intentions to withdraw or leave the organization. Our prediction was that when the emphasis is primarily on quality of performance intentions to leave will be lowest, while when the emphasis is primarily on quantity intensions to leave are highest.
226 call center employees were randomly assigned into one of three experiment conditions. Participants received a short description (a vignette) of an organizational PE policy for an employee in a job identical to their own. The emphasis on quality of work was manipulated by changing the wording of the scenario. In one condition the emphasis was primarily on quantity, in a second the emphasis was primarily on quantity and in a third the two indices had equal weight.
The research found that with an increase in the emphasis on quality of work in PE the intentions to leave decreased. Perception of procedural justice of the evaluation process and the feelings participants experienced as a result of the PE system they were assigned mediated this connection.
The research holds implications for research on performance evaluation, justice and emotion and for the practice of employee evaluation.