The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
Validity of Customer Service Measures in Personnel Selection: A Review of Criterion and Construct Evidence
Abstract
The criterion-related and construct validity of customer service orientation measures were examined using quantitative review methods and large samples of primary data. The criterion-related validity analysis was based on 41 coefficients with a total sample size of 6,945. The mean validity was .50 for an aggregated supervisory rating of job performance. The construct validity evidence indicated that customer service meas- ures were positively and strongly related to personality dimensions of agreeableness, emotional stability, and conscientiousness. Customer service orientation was moder- ately related to sales drive and social interests but was uncorrelated with cognitive measures.
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Citations
Cites
THE BIG FIVE PERSONALITY DIMENSIONS AND JOB PERFORMANCE: A META‐ANALYSIS
BARRICK, M. R., & MOUNT, M. K. (1991) · Personnel Psychology · doi:10.1111/j.1744-6570.1991.tb00688.x · Cited by 8,689
Goodwin, C., & Ross, I. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90014-3 · Cited by 777
The altruistic personality: In what contexts is it apparent?
Carlo, G., Eisenberg, N., Troyer, D., Switzer, G., & Speer, A. L. (1991) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.61.3.450 · Cited by 203
Cited by
Hough, L. M., Oswald, F. L., & Ployhart, R. E. (2001) · International Journal of Selection and Assessment · doi:10.1111/1468-2389.00171 · Cited by 429
Personality and Vocational Behavior: A Selective Review of the Literature, 1993–1997
Tokar, D. M., Fischer, A. R., & Mezydlo Subich, L. (1998) · Journal of Vocational Behavior · doi:10.1006/jvbe.1998.1660 · Cited by 408
Reconsidering forced-choice item formats for applicant personality assessment
Christiansen, N. D., Burns, G. N., & Montgomery, G. E. (2005) · Human Performance · doi:10.1207/s15327043hup1803_4 · Cited by 250
Comparison of two random-effects methods of meta-analysis.
Hall, S. M., & Brannick, M. T. (2002) · Journal of Applied Psychology · doi:10.1037/0021-9010.87.2.377 · Cited by 79
Metadata
- Authors
- Frei, R. L., & McDaniel, M. A.
- Venue
- Human Performance
- Publisher
- Informa UK Limited
- Published
- 1998-03
- Volume
- 11
- Issue
- 1
- Pages
- 1-27
- ISSN
- 0895-9285 (ISSN-L)
- 1532-7043
- OpenAlex
- W1979652706
- Cited by
- 185
- References
- 3
- FWCI
- 8.44
- Type
- journal article
- Language
- en
- Open access
- closed
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- Frei, R. L., & McDaniel, M. A. (1998). Validity of Customer Service Measures in Personnel Selection: A Review of Criterion and Construct Evidence. Human Performance. https://doi.org/10.1207/s15327043hup1101_1
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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