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

Abstract

Abstract 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.