Abstract

According to data from the Bureau of Labor Statistics (BLS), U.S. organizations currently employ more than 30 million workers in service and sales occupations (U.S. Department of Labor, 2015). Although annual turnover rates can exceed 100% for some jobs in services and sales, even a conservative estimate of 20% turnover reveals that U.S. organizations select more than 6 million service and sales workers each year. As such, many organizations have adopted formal assessment methods to improve hiring decisions and ultimately increase organizational effectiveness. Research shows that the use of validated selection tools as part of a broader, strategic approach to human resource (HR) management is associated with higher productivity, lower employee turnover, and better corporate financial performance (Huselid, 1995; Terpstra & Rozell, 1993). However, it is clear that not all selection methods are equally effective, nor do research findings apply uniformly to all occupations.