{"id":"https://openalex.org/W2108354833","doi":null,"title":"The validation of a psychological assessment battery for the selection of customer service agents in a South African commercial airline company","display_name":"The validation of a psychological assessment battery for the selection of customer service agents in a South African commercial airline company","publication_year":2013,"publication_date":"2013-06-01","ids":{"openalex":"https://openalex.org/W2108354833","mag":"2108354833"},"language":"en","primary_location":{"id":"pmh:oai:uir.unisa.ac.za:10500/11969","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10500/11969","pdf_url":"http://hdl.handle.net/10500/11969","source":{"id":"https://openalex.org/S4306400472","display_name":"Unisa Institutional Repository (University of South Africa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I165390105","host_organization_name":"University of South Africa","host_organization_lineage":["https://openalex.org/I165390105"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Dissertation"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://hdl.handle.net/10500/11969","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5003991200","display_name":"Ryan Jonathan Davis","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Ryan Jonathan Davis","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5003991200"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12415","display_name":"Employer Branding and e-HRM","score":0.8970000147819519,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12415","display_name":"Employer Branding and e-HRM","score":0.8970000147819519,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12602","display_name":"Medical Education and Admissions","score":0.02850000001490116,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11577","display_name":"Cognitive Abilities and Testing","score":0.022199999541044235,"subfield":{"id":"https://openalex.org/subfields/3205","display_name":"Experimental and Cognitive Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/personnel-selection","display_name":"personnel selection","score":0.7229999899864197},{"id":"https://openalex.org/keywords/customer-service-agents","display_name":"customer service agents","score":0.9779999852180481},{"id":"https://openalex.org/keywords/air-transport","display_name":"airline industry","score":0.5550000071525574},{"id":"https://openalex.org/keywords/job-performance-prediction","display_name":"job performance prediction","score":0.9210000038146973},{"id":"https://openalex.org/keywords/ability-testing","display_name":"ability tests","score":0.5910000205039978},{"id":"https://openalex.org/keywords/personality-assessment","display_name":"personality assessment","score":0.5139999985694885},{"id":"https://openalex.org/keywords/competency-based-interviews","display_name":"competency-based interviews","score":0.7279999852180481},{"id":"https://openalex.org/keywords/person-job-fit","display_name":"person-job fit","score":0.8230000138282776},{"id":"https://openalex.org/keywords/supervisor-ratings","display_name":"supervisor ratings","score":0.5659999847412109},{"id":"https://openalex.org/keywords/criterion-validity","display_name":"criterion validity","score":0.5130000114440918}],"concepts":[{"id":"https://openalex.org/C81917197","wikidata":"https://www.wikidata.org/wiki/Q628760","display_name":"Selection (genetic algorithm)","level":2,"score":0.6844899654388428},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.580861508846283},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4978671073913574},{"id":"https://openalex.org/C555008776","wikidata":"https://www.wikidata.org/wiki/Q267298","display_name":"Battery (electricity)","level":3,"score":0.4940941631793976},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.49320119619369507},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4710383713245392},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3812650144100189},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.3684942424297333},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.32567381858825684},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2939225435256958},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.12057685852050781},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:uir.unisa.ac.za:10500/11969","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10500/11969","pdf_url":"http://hdl.handle.net/10500/11969","source":{"id":"https://openalex.org/S4306400472","display_name":"Unisa Institutional Repository (University of South Africa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I165390105","host_organization_name":"University of South Africa","host_organization_lineage":["https://openalex.org/I165390105"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Dissertation"},{"id":"mag:2108354833","doi":null,"is_oa":false,"landing_page_url":"https://uir.unisa.ac.za/handle/10500/11969?show=full","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:uir.unisa.ac.za:10500/11969","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10500/11969","pdf_url":"http://hdl.handle.net/10500/11969","source":{"id":"https://openalex.org/S4306400472","display_name":"Unisa Institutional Repository (University of South Africa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I165390105","host_organization_name":"University of South Africa","host_organization_lineage":["https://openalex.org/I165390105"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Dissertation"},"sustainable_development_goals":[{"score":0.48510000109672546,"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2108354833.pdf","grobid_xml":"https://content.openalex.org/works/W2108354833.grobid-xml"},"referenced_works_count":118,"referenced_works":["https://openalex.org/W198722","https://openalex.org/W33792102","https://openalex.org/W580117867","https://openalex.org/W643150573","https://openalex.org/W764917229","https://openalex.org/W1001236657","https://openalex.org/W1490553148","https://openalex.org/W1495553336","https://openalex.org/W1504468323","https://openalex.org/W1504565207","https://openalex.org/W1506154930","https://openalex.org/W1530880472","https://openalex.org/W1543005987","https://openalex.org/W1564589313","https://openalex.org/W1576492946","https://openalex.org/W1577785489","https://openalex.org/W1586104616","https://openalex.org/W1588401744","https://openalex.org/W1646986796","https://openalex.org/W1740027839","https://openalex.org/W1853327394","https://openalex.org/W1931666305","https://openalex.org/W1947083904","https://openalex.org/W1967804664","https://openalex.org/W1968956986","https://openalex.org/W1971610812","https://openalex.org/W1973268692","https://openalex.org/W1975390592","https://openalex.org/W1975802299","https://openalex.org/W1976334833","https://openalex.org/W1978462441","https://openalex.org/W1978912840","https://openalex.org/W1980537259","https://openalex.org/W1983650576","https://openalex.org/W1984534054","https://openalex.org/W1984616338","https://openalex.org/W1984619068","https://openalex.org/W1985411615","https://openalex.org/W1990579905","https://openalex.org/W1992206386","https://openalex.org/W1992930416","https://openalex.org/W1995652185","https://openalex.org/W2000408317","https://openalex.org/W2007017070","https://openalex.org/W2012611952","https://openalex.org/W2012762447","https://openalex.org/W2015475455","https://openalex.org/W2017413805","https://openalex.org/W2019244875","https://openalex.org/W2023727471","https://openalex.org/W2028072641","https://openalex.org/W2028492451","https://openalex.org/W2038610102","https://openalex.org/W2039193448","https://openalex.org/W2040483547","https://openalex.org/W2043860985","https://openalex.org/W2044322535","https://openalex.org/W2049833932","https://openalex.org/W2050549010","https://openalex.org/W2057568301","https://openalex.org/W2057769766","https://openalex.org/W2058513103","https://openalex.org/W2058818389","https://openalex.org/W2061776507","https://openalex.org/W2063830880","https://openalex.org/W2065374424","https://openalex.org/W2067451899","https://openalex.org/W2068614284","https://openalex.org/W2069111524","https://openalex.org/W2072471610","https://openalex.org/W2074740515","https://openalex.org/W2075601415","https://openalex.org/W2079230473","https://openalex.org/W2079947317","https://openalex.org/W2080120675","https://openalex.org/W2081694435","https://openalex.org/W2081816691","https://openalex.org/W2084709331","https://openalex.org/W2086362180","https://openalex.org/W2093648534","https://openalex.org/W2101214237","https://openalex.org/W2106658976","https://openalex.org/W2106745915","https://openalex.org/W2110115751","https://openalex.org/W2118213171","https://openalex.org/W2120667158","https://openalex.org/W2121462112","https://openalex.org/W2123185176","https://openalex.org/W2125845336","https://openalex.org/W2135279580","https://openalex.org/W2136971664","https://openalex.org/W2137834003","https://openalex.org/W2138896065","https://openalex.org/W2145622598","https://openalex.org/W2146130604","https://openalex.org/W2147222179","https://openalex.org/W2148645150","https://openalex.org/W2149221874","https://openalex.org/W2149482704","https://openalex.org/W2153339475","https://openalex.org/W2155100223","https://openalex.org/W2155752746","https://openalex.org/W2158854048","https://openalex.org/W2159473331","https://openalex.org/W2162496648","https://openalex.org/W2166965587","https://openalex.org/W2317543039","https://openalex.org/W2385009318","https://openalex.org/W2472055460","https://openalex.org/W2493602095","https://openalex.org/W2562845938","https://openalex.org/W2797385600","https://openalex.org/W2909026577","https://openalex.org/W2916270242","https://openalex.org/W3110490895","https://openalex.org/W3135526479","https://openalex.org/W3199345633","https://openalex.org/W4233957377"],"related_works":["https://openalex.org/W1985411615","https://openalex.org/W1512381817","https://openalex.org/W2131582335","https://openalex.org/W119202637","https://openalex.org/W2033436144","https://openalex.org/W2189028220","https://openalex.org/W1968260404","https://openalex.org/W3185831872","https://openalex.org/W7095456650","https://openalex.org/W2935931523"],"abstract_inverted_index":{"The":[0,31],"purpose":[1],"of":[2,10,20,91],"the":[3,73,89,106,120,123],"research":[4],"was":[5],"to":[6,78,116],"determine":[7],"whether":[8],"measures":[9,77],"ability,":[11],"\\npersonality":[12],"and":[13,48,63,94,100,122],"behaviour":[14],"would":[15],"significantly":[16],"predict":[17],"job":[18,56,80],"performance":[19],"customer":[21],"\\nservice":[22],"agents":[23],"in":[24,88],"a":[25,49,64],"South":[26],"African":[27],"commercial":[28],"airline":[29],"company.":[30],"Verbal":[32],"\\nInterpretation":[33],"Test":[34,38,42],"(VCC1),":[35],"Numerical":[36],"Reasoning":[37],"(NP6.1),":[39],"Basic":[40],"Checking":[41],"\\n(CP7.1C),":[43],"Occupational":[44],"Personality":[45],"Questionnaire":[46],"(OPQ32)":[47],"competency":[50],"\\nbased":[51],"interview":[52],"were":[53,70,103],"completed":[54],"by":[55],"applicants.":[57],"Customer":[58],"Contact":[59],"Competency":[60],"\\n(CCC)":[61],"scores":[62,93],"Person":[65],"Job":[66,85],"Match":[67],"(PJM)":[68],"score":[69],"derived":[71],"from":[72],"OPQ32":[74],"\\nand":[75],"ability":[76],"ensure":[79],"relevance":[81],"during":[82],"selection":[83],"assessment.":[84],"\\nperformance":[86,98],"statistics":[87],"form":[90],"training":[92],"supervisor":[95],"ratings":[96],"(from":[97],"appraisals":[99],"criterion":[101,109,124],"questionnaires)":[102],"obtained":[104],"for":[105],"sample":[107],"\\nas":[108],"data.":[110],"Correlations":[111],"revealed":[112],"statistically":[113],"significant":[114],"small":[115],"moderate":[117],"\\ncorrelations":[118],"between":[119],"predictors":[121],"data":[125]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}