Job Requirements Biodata as a Predictor of Performance in Customer Service Roles

Elizabeth Allworth*, Beryl Hesketh

*Corresponding author for this work

    Research output: Contribution to journalArticlepeer-review

    19 Citations (Scopus)

    Abstract

    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.

    Original languageEnglish
    Pages (from-to)137-147
    Number of pages11
    JournalInternational Journal of Selection and Assessment
    Volume8
    Issue number3
    Publication statusPublished - Sep 2000

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