Person-Environment Congruence as a Predictor of Customer Service Performance.

Fritzsche, Barbara A.; Powell, Amy B.; Hoffman, Russell

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Peer reviewed

ERIC Number: EJ578870

Record Type: Journal

Publication Date: 1999

Pages: N/A

Abstractor: N/A

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ISSN: ISSN-0001-8791

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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

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Author Affiliations: N/A