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Custom-Service Representative (Light, Heat, & Power [microform] : Tel. & Tel.; Waterworks) 239.367-010. Development of USES Specific Aptitude Test Battery
Bib ID 5419722
Format BookBook, MicroformMicroform, OnlineOnline
Author
Employment and Training Administration (DOL), Washington, DC
 
Online Versions
Description [Washington, D.C.] : Distributed by ERIC Clearinghouse, 1982 
18 p. 
Summary

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)

Notes

ERIC Note: Pages 11-13 marginally legible due to small print.

May also be available online. Address as at 14/8/18: https://eric.ed.gov/

Reproduction Microfiche. [Washington D.C.]: ERIC Clearinghouse microfiches : positive. 
Subjects Aptitude Tests.  |  Occupational Tests.  |  Personnel Evaluation.  |  Predictive Measurement.  |  Test Construction.  |  Test Use.  |  Test Validity.  |  Vocational Aptitude.  |  Customer Services  |  Test Batteries USES Specific Aptitude Test Battery
Form/genre Reports, Evaluative.
Other authors/contributors Employment and Training Administration (DOL), Washington, DC
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