Experience Sampling Events, Moods, Behaviors, and Performance at Work

Sixty-seven individuals in a call center provided ESM data by responding to palmtop computers at randomly scheduled intervals 5--6 times a day for 3 weeks. These data were matched to objective task performance obtained from organizational call records. Sixty-seven percent of variance in hedonic tone of mood was within rather than between-persons; 86 percent of variance in task performance was within-persons. Within-persons, hedonic tone was significantly related to both positive and negative work events. The relationship between negative events and mood was about five times stronger than that between positive events and mood, even though positive events were reported 2 to 5 times more frequently. Hedonic tone was also related to working more quickly, providing better self-reported customer service, and enacting discretionary work behaviors such as organizational citizenship behaviors and work withdrawal. Implications of these findings as well as the use of experience sampling for the study of dynamic workplace variables are discussed.

Name thesis:degree_name

Ph.D.

Level thesis:degree_level

Dissertation

Discipline thesis:degree_discipline

Psychology

Grantor

University of Illinois at Urbana-Champaign

Year dc:date

2015

Author dc:creator

• Miner, Andrew Gregory

Contributors dc:contributor

• Hulin, Charles

• Psychology, Industrial

Language dc:language

eng

Identifier

(MiAaPQ)AAI3023144

OAI identifier oai:identifier

oai:www.ideals.illinois.edu:2142/82009