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

217 p.Thesis (Ph.D.)--University of Illinois at Urbana-Champaign, 2001.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.U of I OnlyRestricted to the U of I community idenfinitely during batch ingest of legacy ETD