Effectiveness of PDI CSI (customer service inventory) as a screening tool for customer service positions in the local retailing industry.

• Main Authors: Choy, Ginggi Mun Yee., Ong, Ruoh Tzhi., Tay, Khee Khee.
• Other Authors: Ho, Janice Ti Shan
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Marketing::Customer services
• Online Access: http://hdl.handle.net/10356/10704
• Institution: Nanyang Technological University

A pre-employment test, the Customer Service Inventory (CSI), was developed by Personnel Decisions, Inc. (PDI) to identify applicants with the desirable personality traits and skills required to fill these customer service positions. Our study’s main objective is, thus, to validate the use of this CS...