The validation of a psychological assessment battery for the selection of customer service agents in a South African commercial airline company
Year: 2013
Type: dissertation
Study design: Observational Study
Abstract: The purpose of the research was to determine whether measures of ability, \npersonality and behaviour would significantly predict job performance of customer \nservice agents in a South African commercial airline company. The Verbal \nInterpretation Test (VCC1), Numerical Reasoning Test (NP6.1), Basic Checking Test \n(CP7.1C), Occupational Personality Questionnaire (OPQ32) and a competency \nbased interview were completed by job applicants. Customer Contact Competency \n(CCC) scores and a Person Job Match (PJM) score were derived from the OPQ32 \nand ability measures to ensure job relevance during selection assessment. Job \nperformance statistics in the form of training scores and supervisor ratings (from \nperformance appraisals and criterion questionnaires) were obtained for the sample \nas criterion data. Correlations revealed statistically significant small to moderate \ncorrelations between the predictors and the criterion data
Author: Ryan Jonathan Davis
Language: English
Topic: Employer Branding and e-HRM
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2108354833