ERIC Number: ED223696
Record Type: RIE
Publication Date: 1982
Reference Count: 0
Custom-Service Representative (Light, Heat, & Power; Tel. & Tel.; Waterworks) 239.367-010. Development of USES Specific Aptitude Test Battery.
Employment and Training Administration (DOL), Washington, DC.
The United States Employment Service (USES) Specific Aptitude Test Battery (SATB) for Customer-Service Representative is evaluated from three points of view: (1) technical adequacy of the research; (2) fairness to minorities; and (3) usefulness of the battery to Employment Service staff and employers in selecting individuals for training in Customer-Service Representative positions. Research demonstrated a statistically significant and useful relationship between proficiency as a Customer-Service Representative and the SATB. The SATB can be expected to produce a useful increase in the proportion of highly proficient workers. When the SATB was applied to the validation sample, composed of individuals who were employed and therefore considered competent, an increase from 67 percent to 75 percent in the proportion of highly proficient workers was found. A greater increase can be expected when the battery is used with applicants, because the range of relevant abilities is wider among applicants than among employed workers. The report includes: (1) research summary; (2) procedure; (3) analysis; and (4) validity of the battery. Descriptive statistics for subgroups of the validation sample, descriptive rating scale, and job description are contained in the appendices. (Author/PN)
Publication Type: Reports - Evaluative
Education Level: N/A
Authoring Institution: Employment and Training Administration (DOL), Washington, DC.
Identifiers: Customer Services; Test Batteries; USES Specific Aptitude Test Battery
Note: Pages 11-13 marginally legible due to small print.