Lange Rense, Houran James
Integrated Knowledge Systems, Inc., USA.
Psychol Rep. 2009 Apr;104(2):567-78. doi: 10.2466/pr0.104.2.567-578.
Selection assessments are common practice to help reduce employee turnover in the service industry, but as too little is known about employees' characteristics, which are valued most highly by human resources professionals, a sample of 108 managers and human resources professionals rated the perceived importance of 31 performance traits for Line, Middle, and Senior employees. Rasch scaling analyses indicated strong consensus among the respondents. Nonsocial skills, abilities, and traits such as Ethical Awareness, Self-motivation, Writing Skills, Verbal Ability, Creativity, and Problem Solving were rated as more important for higher level employees. By contrast, traits which directly affect the interaction with customers and coworkers (Service Orientation, Communication Style, Agreeableness, Sense of Humor, Sensitivity to Diversity, Group Process, and Team Building) were rated as more important for lower level employees. Respondents' age and sex did not substantially alter these findings. Results are discussed in terms of improving industry professionals' perceived ecological and external validities of generic and customized assessments of employee.
选拔评估是服务业中帮助减少员工流动率的常见做法，但由于对人力资源专业人员最为看重的员工特征了解甚少，108名经理和人力资源专业人员组成的样本对一线、中层和高层员工的31种绩效特征的感知重要性进行了评级。拉施量表分析表明，受访者之间存在强烈共识。非社交技能、能力和特质，如道德意识、自我激励、写作技能、语言能力、创造力和解决问题的能力，对高层员工更为重要。相比之下，直接影响与客户和同事互动的特质（服务导向、沟通风格、随和性、幽默感、对多样性的敏感度、团队流程和团队建设）对低层员工更为重要。受访者的年龄和性别并未实质性改变这些结果。本文从提高行业专业人员对员工通用和定制评估的感知生态效度和外部效度的角度讨论了研究结果。
