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The validation of a psychological assessment battery for the selection of customer service agents in a South African commercial airline company

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dc.contributor.advisor Barnard, Helené Antoni
dc.contributor.author Davis, Ryan Jonathan
dc.date.accessioned 2013-10-30T12:42:14Z
dc.date.available 2013-10-30T12:42:14Z
dc.date.issued 2013-06
dc.identifier.citation Davis, Ryan Jonathan (2013) The validation of a psychological assessment battery for the selection service agents in a South African commercial airline company, University of South Africa, Pretoria, <http://hdl.handle.net/10500/11969> en
dc.identifier.uri http://hdl.handle.net/10500/11969
dc.description.abstract The purpose of the research was to determine whether measures of ability, personality and behaviour would significantly predict job performance of customer service agents in a South African commercial airline company. The Verbal Interpretation Test (VCC1), Numerical Reasoning Test (NP6.1), Basic Checking Test (CP7.1C), Occupational Personality Questionnaire (OPQ32) and a competency based interview were completed by job applicants. Customer Contact Competency (CCC) scores and a Person Job Match (PJM) score were derived from the OPQ32 and ability measures to ensure job relevance during selection assessment. Job performance statistics in the form of training scores and supervisor ratings (from performance appraisals and criterion questionnaires) were obtained for the sample as criterion data. Correlations revealed statistically significant small to moderate correlations between the predictors and the criterion data en
dc.format.extent 1 online resource (vi, 128 leaves) en
dc.language.iso en en
dc.subject Selection en
dc.subject Psychological assessment en
dc.subject Psychological test en
dc.subject Cognitive ability en
dc.subject Competency-based assessment en
dc.subject Numerical ability en
dc.subject Checking ability en
dc.subject Personality en
dc.subject Behavioural interview en
dc.subject Predictive validity en
dc.subject Job analysis en
dc.subject Correlations en
dc.subject Multi-cultural context en
dc.subject Customer service agents en
dc.subject.ddc 658.3112
dc.subject.lcsh Employee selection -- Case studies -- South Africa en
dc.subject.lcsh Employee screening -- Case studies -- South Africa en
dc.subject.lcsh Employee tests -- Case studies -- South Africa en
dc.subject.lcsh Airlines -- Employees -- South Africa en
dc.subject.lcsh Airlines -- South Africa -- Personnel management en
dc.subject.lcsh Performance standards -- South Africa en
dc.title The validation of a psychological assessment battery for the selection of customer service agents in a South African commercial airline company en
dc.type Dissertation en
dc.description.department Industrial and Organisational Psychology en
dc.description.degree M.Com. (Industrial & Organisational Psychology)


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