Agreement on service performance ratings between frontline employees and their supervisor

Abstract

Purpose

The purpose of this paper is to examine whether agreement between frontline employee self-ratings and supervisory ratings of service performance functions as an indicator of healthy supervisor-subordination relationships above and beyond what might be indicated simply by either supervisory ratings or self-ratings.

Design/methodology/approach

Research hypotheses were tested using a sample of 220 matched pairs of frontline service workers and their immediate supervisors from nine full service hotels in the USA.

Findings

The results show that higher levels of agreement in service performance ratings between employees and supervisors is associated with higher levels of leader-member exchange (LMX) and organizational commitment.

Practical implications

Senior managers can refer to the level of performance rating agreement between customer service employees and their supervisors in assessing supervisors’ competency to manage their work relationship with their subordinates.

Originality/value

This study examined rating agreement in a service performance context and found rating agreement between subordinates and their supervisor may have a unique effect on service worker effectiveness, producing a unique incremental effect on LMX and organizational commitment. This is important given that few attempts have been made to examine service performance from both subordinates’ and supervisors’ perspectives and the implication that rating agreement may have for improving employee service performance.

Citation

Kim, P.B. and Carlson, K.D. (2016), "Agreement on service performance ratings between frontline employees and their supervisor", Journal of Service Theory and Practice, Vol. 26 No. 5, pp. 721-740. https://doi.org/10.1108/JSTP-04-2015-0110