Assessing the Effectiveness of an Interview Used for a Customer Service Representative Position

Assessing the Effectiveness of an Interview Used for a Customer Service Representative Position

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ABSTRACT: How well the employment interview succeeds as a selection technique in predicting job performance has been the subject of considerable debate. What is not debated, however, is the widespread use and reliance on the employment interview when making hiring decisions. A review of the literature indicates that structured interviews are much better at predicting future job performance (i.e., more valid) than unstructured interviews, and that the validity of the interview can be enhanced by tactics such as developing the content of the interview from a formal job analysis, and by increasing the standardization of the interview process. This research determined the overall effectiveness of an interview used to hire customer service representatives by (1) determining the validity of the interview (2) investigating the interrater reliability of the interviewers, and (3) analyzing the interview for adverse impact on either racial minority or gender minority groups. Even though the interview of concern complies with the suggested format and the majority of the process implementations recommended by interview experts, an analysis of data from 259 applicants indicates that the interview does not appear to be predictive of future job performance, there appears to be low internal consistency between the interviewers, and the interview adversely affects males and minority females. These results suggest that overall, the interview of interest is an ineffective selection tool.ABSTRACT: How well the employment interview succeeds as a selection technique in predicting job performance has been the subject of considerable debate.


Title:Assessing the Effectiveness of an Interview Used for a Customer Service Representative Position
Author:Lina Anne Zvonar
Publisher: - 1999
ISBN-13:

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