PERCEIVED DETERMINANTS OF HIGH AND LOW PRODUCTIVITY IN THREE OCCUPATIONAL GROUPS: A CRITICAL INCIDENT STUDY [1]

Abstract

A critical incident study examined the factors perceived by employees to cause high and low productivity. One hundred and fifty-two employees from one firm, working in managerial, clerical, and professional jobs were interviewed. The interview responses were coded into factors within each of three broad categories: external events, agents, and personal traits. Generally, goals, deadlines or schedules, workload, and task interest were the most frequently mentioned events. The self, the organization, and the immediate supervisor were most often cited as agents. The most frequently mentioned personal traits were: satisfaction, pride, frustration, and desire for recognition. The implications of these findings for various schools of management thought are discussed.