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A test of a multilevel model of personnel selection in a customer service organizationSheehan, Mary Kathleen 17 February 2005 (has links)
The objective of the current study was to provide an initial empirical test of the
Schneider, Smith, and Sipe (2000) multilevel model of personnel selection. The
Schneider et al. (2000) model expanded the traditional approach to validating selection
systems to include the impact that selection systems have on the broader
organizational system. The current project provided an empirical test of this model by
extending the traditional individual-differences approach to validation research and
including group- and organization-criteria (e.g., unit-level performance and customer
satisfaction). Using a quasi-experimental design, archival data from a managerial
development and selection program were analyzed to examine several relationships
proposed in the Schneider et al. (2000) model.
The current study provided limited support for the Schneider et al. (2000)
model. There were several limitations in the current study associated with the use of
archival data, but the current study provides an initial indication of practical problems
associated with empirically testing the model. While intuitively appealing, testing the
Schneider et al. model in applied settings may prove to be a practical challenge
because of the nature and complexity of the data required to do so. Although the
current study provided limited support for the model, there were some interesting
findings that warranted additional examination. Findings from the current study may
be informative for both researchers and practitioners. Ideas for future research related
to the Schneider et al. (2000) multilevel model of personnel selection are also offered.
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