Performance Management, Managerial Citizenship and Worker Commitment: A Study of the United States Postal Service with Some Global Implications

Abstract

This exploratory study of the US Postal Service examines worker perceptions of ‘management citizenship’ in a high performance workplace, and assesses the impact of management citizenship on worker commitment. Qualitative data from employee narratives show many workers view performance management practices as unjust and at a disjuncture with perceived organizational and broader societal goals. Especially salient are issues of worker voice, equity and the non-universalistic treatment of employees by managers. Worker perceptions vary across race and gender. Effects of such perceptions on the organizational commitment of workers have been insuf.ciently studied, but regression analyses show that net of other predictors, worker perceptions of management citizenship are consequential to organizational commitment, as are the intersection of their gender and race for black women, and worker views of workplace heterogeneity, colleague citizenship and personal citizenship in the organization. The implications of these .ndings are drawn out generally and globally, with a focus on ameliorative management citizenship strategies.