A test of a multilevel model of personnel selection in a customer service organization

The objective of the current study was to provide an initial empirical test of theSchneider, Smith, and Sipe (2000) multilevel model of personnel selection. TheSchneider et al. (2000) model expanded the traditional approach to validating selectionsystems to include the impact that selection systems have on the broaderorganizational system. The current project provided an empirical test of this model byextending the traditional individual-differences approach to validation research andincluding group- and organization-criteria (e.g., unit-level performance and customersatisfaction). Using a quasi-experimental design, archival data from a managerialdevelopment and selection program were analyzed to examine several relationshipsproposed 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 ofarchival data, but the current study provides an initial indication of practical problemsassociated with empirically testing the model. While intuitively appealing, testing theSchneider et al. model in applied settings may prove to be a practical challengebecause of the nature and complexity of the data required to do so. Although thecurrent study provided limited support for the model, there were some interestingfindings that warranted additional examination. Findings from the current study maybe informative for both researchers and practitioners. Ideas for future research relatedto the Schneider et al. (2000) multilevel model of personnel selection are also offered.