A company evaluates customer service representatives' performance, in part, based on the frequency with which such employees are observed greeting customers in a friendly and professional manner. What type of appraisal does this represent?

Question

Quizplus · Accepted Answer

The appraisal is based on the behavior of the employees and how they interact with the customers. It is not focused on their inherent traits or the outcomes of their performance, but on the behavioral aspect of their customer interaction.

A Company Evaluates Customer Service Representatives' Performance, in Part, Based