Journal article
An Examination of the Validity and Incremental Value of Needed-at-Entry Ratings for a Customer Service Job
Applied psychology, Vol.60(1), pp.24-45
01/2011
DOI: 10.1111/j.1464-0597.2010.00425.x
Abstract
We examined needed-at-entry ratings of knowledge, skills, abilities, and other characteristics (KSAOs) provided by job experts (N= 285) during a job analysis for a customer service manager position. To serve as an external referent, a group of industrial and organisational psychologists (N= 31) rated the perceived trainability of each KSAO. Analyses revealed only limited support for the validity of inferences drawn from job experts' needed-at-entry ratings. Consistent with our hypotheses, less validity evidence was found for ratings of the more person-oriented and abstract "AO" attributes than for the more job-oriented and concrete "KS" attributes. In general, job experts tended to rate attributes as needed-at-entry that psychologists thought could be developed on the job. We also found that failing to collect needed-at-entry ratings, and relying on only the more common importance-to-the-job ratings, would have resulted in a rather different set of critical KSAOs identified for assessment during the selection process. © 2010 The Authors. Journal compilation © 2010 International Association of Applied Psychology.
Details
- Title: Subtitle
- An Examination of the Validity and Incremental Value of Needed-at-Entry Ratings for a Customer Service Job
- Creators
- Chad H. Van Iddekinge - Florida State UniversityPatrick H. Raymark - Clemson UniversityCarl E Eidson Jr - Wilson Learning Corporation, Longwood, FL, USA
- Resource Type
- Journal article
- Publication Details
- Applied psychology, Vol.60(1), pp.24-45
- Publisher
- Blackwell Publishing Ltd
- DOI
- 10.1111/j.1464-0597.2010.00425.x
- ISSN
- 0269-994X
- eISSN
- 1464-0597
- Number of pages
- 22
- Language
- English
- Date published
- 01/2011
- Academic Unit
- Management and Entrepreneurship
- Record Identifier
- 9984380453502771
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