State mood, task performance, and behavior at work: A within-persons approach

We examine the intra-individual relationships between state mood and the primary components of the individual-level criterion space (task performance, organizational citizenship behavior, and work withdrawal) as they vary within the stream of work. Using experience-sampling methods, 67 individuals in a call center responded to surveys on palmtop computers at random intervals 4-5 times each day for 3 weeks (total N = 2329). These data were matched to objective task performance obtained from organizational call records (total N = 1191). Within-persons, periods of positive mood were associated with periods of improved task performance (as evidenced by shorter call time) and engaging in work withdrawal. Trait meta-mood moderated these relationships. Specifically, individuals who attended to their moods had a stronger relationship between mood and speed of task performance (call time) and individuals able to repair their mood cognitively evidenced a weaker relationship between mood and withdrawal. Implications and the use of within-persons designs are discussed.