Validity of Customer Service Measures in Personnel Selection: A Review of Criterion and Construct Evidence

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.

[1]  Örn B. Bodvarsson,et al.  Gratuities and customer appraisal of service: Evidence from Minesota restaurants , 1994 .

[2]  R. Guion,et al.  Validity Of Personality Measures In Personnel Selection , 1965 .

[3]  Dennis W. Organ,et al.  A Restatement of the Satisfaction-Performance Hypothesis , 1988 .

[4]  M. Dotson,et al.  Perceptions of real-estate brokers and buyers: A sales-orientation, customer-orientation approach , 1988 .

[5]  Hannah R. Rothstein,et al.  Interrater reliability of job performance ratings: Growth to asymptote level with increasing opportunity to observe. , 1990 .

[6]  J. M. Digman.  PERSONALITY STRUCTURE: EMERGENCE OF THE FIVE-FACTOR MODEL , 1990 .

[7]  R. Day,et al.  Measuring Customer Orientation of Salespeople: A Replication with Industrial Buyers , 1985 .

[8]  Michael A. McDaniel,et al.  A META‐ANALYSIS OF THE VALIDITY OF METHODS FOR RATING TRAINING AND EXPERIENCE IN PERSONNEL SELECTION , 1988 .

[9]  Allen Klose,et al.  Service quality and the congruency of employee perceptions and customer expectations: The case of an electric utility , 1995 .

[10]  Barton A. Weitz,et al.  Adaptive Selling: Conceptualization, Measurement, and Nomological Validity: , 1990 .

[11]  Scott W. Kelley,et al.  Discretion and the Service Employee , 1993 .

[12]  O. John.  The "Big Five" factor taxonomy: Dimensions of personality in the natural language and in questionnaires. , 1990 .

[13]  J. Hunter,et al.  Validity and Utility of Alternative Predictors of Job Performance , 1984 .

[14]  M. Harris,et al.  Waiters, Customers, and Service: Some Tips About Tipping1 , 1995 .

[15]  C. Goodwin,et al.  Consumer responses to service failures: Influence of procedural and interactional fairness perceptions , 1992 .

[16]  G. Stewart,et al.  Personality dimensions and domains of service performance: A field investigation , 1995 .

[17]  N. Eisenberg,et al.  The altruistic personality: in what contexts is it apparent? , 1991, Journal of personality and social psychology.

[18]  S. Kelley.  Developing Customer Orientation among Service Employees , 1992 .

[19]  Barton A. Weitz,et al.  The SOCO Scale: A measure of the customer orientation of salespeople. , 1982 .

[20]  B. Schneider,et al.  A Framework for Analyzing Customer Service Orientations in Manufacturing , 1989 .

[21]  S. Piereson,et al.  In Search of Excellence: Lessons from America's Best-Run Companies. By Thomas J. Peters and Robert H. Waterman, Jr. New York: Harper & Row, 1982 , 1983 .

[22]  S. J. Motowidlo,et al.  Prosocial Organizational Behaviors , 1986 .

[23]  B. Schneider.  The service organization: Climate is crucial , 1980 .

[24]  Jose M. Cortina,et al.  THE “BIG FIVE” PERSONALITY FACTORS IN THE IPI AND MMPI: PREDICTORS OF POLICE PERFORMANCE , 1992 .

[25]  R. Hogan,et al.  Validation of a sales representative selection inventory , 1992 .

[26]  Michael A. McDaniel,et al.  Guidelines for Conducting and Reporting Meta-Analyses , 1989 .

[27]  Michael A. McDaniel,et al.  Refinements in validity generalization methods: Implications for the situational specificity hypothesis. , 1993 .

[28]  Murray R. Barrick,et al.  THE BIG FIVE PERSONALITY DIMENSIONS AND JOB PERFORMANCE: A META-ANALYSIS , 1991 .

[29]  Cathy A. Enz,et al.  The Impact of Empowerment on Service Employees , 1995 .

[30]  Michael A. McDaniel.  Computer Programs for Calculating Meta-Analysis Statistics , 1986 .

[31]  E. Brightman.  Authority and Personality , 1944 .

[32]  Prashant Bordia,et al.  Effect of Server's “Thank You” and Personalization on Restaurant Tipping1 , 1995 .

[33]  Howard E. Miller,et al.  Combining personality and cognitive ability predictors for hiring service-oriented employees , 1991 .

[34]  J Hogan,et al.  How to measure service orientation. , 1984, The Journal of applied psychology.