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Job Requirements Biodata as a Predictor of Performance in Customer Service Roles
Author(s) -
Allworth Elizabeth,
Hesketh Beryl
Publication year - 2000
Publication title -
international journal of selection and assessment
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.812
H-Index - 61
eISSN - 1468-2389
pISSN - 0965-075X
DOI - 10.1111/1468-2389.00142
Subject(s) - conscientiousness , psychology , agreeableness , extraversion and introversion , job performance , applied psychology , service (business) , big five personality traits , sample (material) , proactivity , job analysis , job attitude , personality , social psychology , job satisfaction , marketing , business , chemistry , chromatography
A job requirements approach to biodata item specification, similar to the content‐valid job analysis approach developed by Pannone (1984), is used to predict customer service. Applicants rate the extent to which their current and previous jobs involve tasks and behaviours that have been identified through an analysis of the target job. On a sample of 245 employees in an international hotel, the criterion‐related validity of job requirements biodata compares favourably with traditional construct‐oriented biodata measures of customer service, cognitive ability and personality (Conscientiousness, Agreeableness and Extroversion). The job requirements approach provides a simple, direct and content‐valid method of biodata item specification. As the approach can also be tailored for particular jobs or organizations, validity is also potentially optimized.