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Chapter

What is Job Performance?

Job
Performance

Job performance is the value of the set of

employee behaviors that contribute, either
positively or negatively, to organizational goal
accomplishment.
Includes behaviors that are within the control of
the employees.
Places a boundary on which behaviors are (and
are not) relevant to job performance.
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Copyright 2011 by The McGraw-Hill Companies, Inc. All rights reserved.

McGraw-Hill/Irwin

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Copyright 2011 by the McGraw-Hill Companies, Inc. All rights reserved.

What Does It Mean to be a Good

Performer?

Task Performance
Routine task performance involves well-known
responses to demands that occur in a normal, routine,
or otherwise predictable way.

Task performance includes employee

behaviors that are directly involved in the
transformation of organizational resources
into the goods or services that the
organization produces.
Citizenship behavior
Counterproductive behavior

Starting a car

Adaptive task performance, or more commonly

adaptability, involves employee responses to task
demands that are novel, unusual, or, at the very least,
unpredictable.
Avoiding a stalled vehicle

Creative task performance is the degree to which

individuals develop ideas or physical outcomes that
are both novel and useful.
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Behaviors Involved in Adaptability

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Task Performance Behaviors

Adapted from Table 2-1

Task performance behaviors are not simply

performed versus not performed.
Although poor performers often fail to
complete required behaviors, it is just as true
that the best performers often exceed all
expectations for those behaviors.
Going the extra mile

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Discussion Questions

Citizenship Behavior

How important is it to organizations that

employees go above and beyond their
actual job duties?

Voluntary employee activities that may or may not

be rewarded but that contribute to the
organization by improving the overall quality of
the setting in which work takes place.
Interpersonal

Is this what separates truly exceptional

employees from those we might consider
average?

Helping, courtesy, sportsmanship

Organizational
Voice, civic virtue, boosterism

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Types of Citizenship Behaviors

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Interpersonal Citizenship Behavior

Figure 2-2

Behaviors that benefit coworkers and colleagues and

involve assisting, supporting, and developing other
organizational members in a way that goes beyond
normal job expectations.
Helping involves assisting coworkers who have heavy
workloads, etc.
Courtesy refers to keeping coworkers informed about
matters that are relevant to them.
Sportsmanship involves maintaining a good attitude with
coworkers, even when theyve done something annoying.
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Organizational Citizenship Behaviors

Behaviors that benefit the larger organization by
supporting and defending the company, working to
improve its operations, and being especially loyal to
it.
Voice involves speaking up and offering constructive
suggestions for change.
Civic virtue requires participating in the companys
operations at a deeper-than-normal level.
Boosterism means representing the organization in a
positive way when out in public, away from the office, and
away from work.
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Citizenship Behaviors
Relevant in virtually any job, regardless of the
particular nature of its tasks, and there are
clear benefits of these behaviors in terms of
the effectiveness of work units and
organizations.
Become even more vital during organizational
crises, when beneficial suggestions, deep
employee involvement, and a positive public
face are critical.
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Counterproductive Behaviors

Types of Counterproductive Behaviors

Property deviance refers to behaviors that harm the

organizations assets and possessions.
Production deviance is also directed against the
organization but focuses specifically on reducing the
efficiency of work output.
Political deviance refers to behaviors that intentionally
disadvantage other individuals rather than the larger
organization.
Personal aggression refers to hostile verbal and physical
actions directed toward other employees.

Figure 2-3

Counterproductive behaviors are employee behaviors

that intentionally hinder organizational goal
accomplishment.

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Property Deviance

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Production Deviance

Sabotage represents the purposeful destruction of

physical equipment, organizational processes, or
company products.
Laser discs, restaurants

Theft represents another form of property deviance

and can be just as expensive as sabotage (if not
more).
Costs organizations approximately $14.6 billion per year

Wasting resources is the most common form

of production deviance, when employees use
too many materials or too much time to do
too little work.
Working too slowly, taking too many breaks

Substance abuse is the abuse of drugs or

alcohol before coming to work or while on the
job.
Compromises efficiency

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Political Deviance

Personal Aggression

Gossiping is having casual conversations

about other people in which the facts are not
confirmed as true.

Harassment occurs when employees are

subjected to unwanted physical contact or
verbal remarks from a colleague.
Abuse occurs when an employee is assaulted
or endangered in such a way that physical and
psychological injuries may occur.

Undermines morale

Incivility represents communication that is

rude, impolite, discourteous, and lacking in
good manners.

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Discussion Question

Counterproductive Behavior, Contd

There is evidence that people who engage in one form of
counterproductive behavior also engage in others.
Represent a pattern of behavior rather than isolated incidents

Counterproductive behavior is relevant to any job. It

doesnt matter what the job entails; there are going to be
things to steal, resources to waste, and people to be
uncivil toward.
It is often surprising which employees engage in
counterproductive behavior.
OB on Screen

How much counterproductive behavior

should a company have to put up with?
Where should the line be drawn?

Hancock
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What Does It Mean to Be a Good

Performer?
What Does it
Mean to be a
Good
Performer?
Figure 2-4

Good at the particular job tasks that fall within

job description.
Engages in citizenship behaviors directed at
both coworkers and the larger organization.
Refrains from engaging in the
counterproductive behaviors that can so badly
damage the climate of an organization.

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Statistics from the U.S. Department of Labor confirm the

rise of knowledge work, in that jobs involving cognitive
activity are becoming more prevalent than jobs involving
physical activity.
Service work involves work that provides non-tangible
goods to customers through direct electronic, verbal, or
physical interaction.
Projections suggest that almost 20 percent of the new jobs created
between now and 2012 will be service jobs.
Costs of bad task performance are more immediate and more
obvious.
Maintaining a positive work environment therefore becomes even
more vital.
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Jack Welchs Vitality Curve

Figure 2-6

Workplace Trends and Job Performance

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Takeaways

Takeaways, Contd

Job performance is the set of employee behaviors that

contribute to organizational goal accomplishment. Job
performance has three dimensions: task performance,
citizenship behavior, and counterproductive behavior.
Task performance includes employee behaviors that are
directly involved in the transformation of organizational
resources into the goods or services that the organization
produces. Examples of task performance include routine
task performance, adaptive task performance, and
creative task performance.

Organizations gather information about

relevant task behaviors using job analysis and
O*NET.
Citizenship behaviors are voluntary employee
activities that may or may not be rewarded but
that contribute to the organization by
improving the overall quality of the setting in
which work takes place.

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Takeaways, Contd
Counterproductive behaviors are employee behaviors
that intentionally hinder organizational goal
accomplishment.
A number of trends have affected job performance in
todays organizations, including the rise of knowledge
work and the increase in service jobs.
The MBO, BARS, 360 degree feedback, and forced
ranking practices are four ways that organizations can
use job performance information to manage
employee performance.
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