Metropolitan Bakery is a small chain of bakery stores based in Philadelphia, PA. Managing performance is an important role for a company that spends little in advertising and relies largely on word-of-mouth promotion. Employees at Metropolitan categorically must meet two standards: they must avoid no-call/no-shows and they must never be rude to customers. The company conducts performance appraisals on a regular basis; however managers tend to prefer less formal avenues such as offering feedback on-the-spot.

Which performance standard is James likely to weigh more heavily than other standards in his evaluation of employee performance among bakery chefs?

Job knowledge

Customer service orientation

Dependability

Appearance