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Effect of perceived conflict among multiple performance goals and goal difficulty on task performance

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  • Mandy M. Cheng
  • Peter F. Luckett
  • Habib Mahama

Abstract

Contemporary performance measurement systems, such as the balanced scorecard, often advocate the use of an array of financial and non‐financial measures. Despite many claimed advantages for these systems, recent research shows that the inclusion of multiple performance measures sometimes has undesirable effects. The present study examines one of the potential problems of implementing these systems; namely, the impact of perceived goal conflict on task performance. Using survey data from employees working in multiple call centres in a telecommunication company, we find that perceived goal difficulty increases perceived goal conflict. Additionally, perceived goal difficulty also has a negative, indirect effect of task performance, through the mediating role of perceived goal conflict. Our results have important implications for both the research literature and the designers of performance measurement systems.

Suggested Citation

  • Mandy M. Cheng & Peter F. Luckett & Habib Mahama, 2007. "Effect of perceived conflict among multiple performance goals and goal difficulty on task performance," Accounting and Finance, Accounting and Finance Association of Australia and New Zealand, vol. 47(2), pages 221-242, June.
    • Handle: RePEc:bla:acctfi:v:47:y:2007:i:2:p:221-242
    DOI: 10.1111/j.1467-629X.2007.00215.x
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    References listed on IDEAS

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    2. David J. Cooper & Mahmoud Ezzamel & Keith Robson, 2019. "The Multiplicity of Performance Management Systems: Heterogeneity in Multinational Corporations and Management Sense‐Making," Contemporary Accounting Research, John Wiley & Sons, vol. 36(1), pages 451-485, March.
    3. Zarinah Abdul Rasit & Che Ruhana Isa, 2019. "Relative Comprehensiveness of Performance Measurement System: Organisational Ownership Structure and Size," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 10(3), pages 380-391, May.
    4. Aziz Ariwibowo & Adi Afiff & Riani Rachmawati & Ratih Kusumastuti, 2024. "The impact of boundary spanning activities and resource orchestration in improving performance of Indonesian state-owned bank branches," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.
    5. Sharul Effendy Janudin & Farahaini Mohd Hanif & Noor Shafeeza Zainuddin, 2016. "Developing Contemporary Performance Measurement System Performance Model for Co-operatives in Malaysia: Is it Necessary?," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 6(11), pages 436-448, November.
    6. Marco Giovanni Rizzo, 2014. "La relazione tra il livello di coinvolgimento nel processo di budget, il commitment verso gli obiettivi, la soddisfazione lavorativa e i relativi risvolti sulla performance manageriale. I risultati di," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2014(1), pages 9-34.
    7. manuela S. Macinati & Marco G. Rizzo & Gianluca D'Agostino, 2014. "Partecipazione al processo di budget, accuratezza e utilit? delle informazioni di budget e performance. I risultati di un caso studi," MECOSAN, FrancoAngeli Editore, vol. 2014(92), pages 55-75.
    8. Kazeem O. Akinyele & Vicky Arnold & Steve G. Sutton, 2022. "Motivating unrewarded task performance: The dual effects of incentives and an organisational value statement in a discretionary task setting," Accounting and Finance, Accounting and Finance Association of Australia and New Zealand, vol. 62(2), pages 2439-2466, June.

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