A scale assessing team-based job performance in a customer-oriented environment

Abstract

As organizations adopt the principles of total quality and become customer-oriented, the roles and requirements of employees change and new measures are needed to assess job performance within a variety of organizational settings and across job descriptions. This research reports the development of a new, self-report, job performance scale that measures aspects of these new job requirements in an environment of total quality that fosters customer-oriented behavior and team contributions. Using phased data collection with employees at all hierarchical levels of an organization, rigorous assessments of reliability, validity, and dimensionality of this scale are reported. Implications for research, management, and practice are discussed as well as limitations of the new measure and areas of future research.