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

Davis, Ryan Jonathan

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)