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

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

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...

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Bibliographic Details
Main Author: Davis, Ryan Jonathan
Other Authors: Barnard, Helené Antoni
Format: Others
Language:en
Published: 2013
Subjects:
Selection
Psychological assessment
Psychological test
Cognitive ability
Competency-based assessment
Numerical ability
Checking ability
Personality
Behavioural interview
Predictive validity
Job analysis
Correlations
Multi-cultural context
Customer service agents
658.3112
Employee selection > Case studies > South Africa
Employee screening > Case studies > South Africa
Employee tests > Case studies > South Africa
Airlines > Employees > South Africa
Airlines > South Africa > Personnel management
Performance standards > South Africa
Online Access: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>
http://hdl.handle.net/10500/11969

Internet

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>
http://hdl.handle.net/10500/11969

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