Category: *Personnel Psychology

Are You Managing and Keeping Your Star Performers?

In the evolving workforce of the 21st century, there is a tendency for star performers to produce a disproportionate amount of output compared to the average performer. Despite this trend there has been very little shift in how we treat and manage star performers, often treating and paying them the same as average performers. The result is higher turnover among stars. How important are star performers and what can we do to better manage and retain them?

How Service Employees React to Mistreatment by Rude Customers

We’ve all seen employees in the service industry subjected to abusive behavior by rude customers. A new study by Ruodan Shao and Daniel P. Skarlicki finds that employees’ reactions to mistreatment by customers varies in individualistic and collectivistic cultures. It also suggests several solutions for dealing with the stress such rude treatment often causes.