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50 Years of ERIC
50 Years of ERIC
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Peer reviewed Peer reviewed
ERIC Number: EJ578870
Record Type: CIJE
Publication Date: 1999
Pages: N/A
Abstractor: N/A
Reference Count: 0
ISBN: N/A
ISSN: ISSN-0001-8791
Person-Environment Congruence as a Predictor of Customer Service Performance.
Fritzsche, Barbara A.; Powell, Amy B.; Hoffman, Russell
Journal of Vocational Behavior, v54 n1 p59-70 Feb 1999
Customer service representatives (n=90) completed the Position Classification Inventory (PCI), Self-Directed Search, and a cognitive ability test. PCI was similar to the Dictionary of Holland Occupational Codes in predicting performance. Cognitive ability was not significantly correlated with performance. Person/environment fit was supported as a predictor of performance. (SK)
Descriptors: Congruence (Psychology), Job Analysis, Job Performance, Predictor Variables
Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers: Customer Services; Person Environment Fit