A test of a multilevel model of personnel selection in a customer service organization
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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.
Sheehan, Mary Kathleen (2004). A test of a multilevel model of personnel selection in a customer service organization. Doctoral dissertation, Texas A&M University. Texas A&M University. Available electronically from