Journal article

Publication year: 2012

Pages: 434-441

Journal: International Journal of Selection and Assessment

Volume number: 20

Issue number: 4

ISSN: 0965-075X

eISSN: 1468-2389

Open access status: Bronze

DOI Link: https://doi.org/10.1111/ijsa.12006

Publisher: Wiley

Abstract: 
Multitasking has become an important skill in many jobs. Still, the predictive validity of job-applicants multitasking abilities has rarely been tested empirically. The current study focuses on the multitasking ability of call center applicants. Results from a Dutch call center show that applicants multitasking ability as assessed during personnel selection indeed predicts their later job performance as call center agents as well as their likelihood of losing their job for poor performance. While some of these relationships could be explained via applicants fluid intelligence, results also support the usefulness of including measures of multitasking ability in the current selection procedure.

Harvard Citation style: van der Horst, A., Klehe, U. and van Leeuwen, L. (2012) Doing It All At Once: Multitasking as a predictor of call center agents' performance and performance-based dismissal, International Journal of Selection and Assessment, 20(4), pp. 434-441. https://doi.org/10.1111/ijsa.12006

APA Citation style: van der Horst, A., Klehe, U., & van Leeuwen, L. (2012). Doing It All At Once: Multitasking as a predictor of call center agents' performance and performance-based dismissal. International Journal of Selection and Assessment. 20(4), 434-441. https://doi.org/10.1111/ijsa.12006