ABSTRACT
As we have discussed in Chapters 1 and 2, much of I/O psychology involves selecting employees, training them, and evaluating their performance. But before we undertake any of these efforts, it’s important to know what the job requirements are. For instance, let’s say you are working for a cable sales company and were asked to recruit for new customer service employees and develop procedures for hiring them. You would have a number of questions before getting started. For example, what are the tasks and responsibilities for the customer service job? What knowledge, skills, abilities, and other characteristics (KSAOs) does a person need to be able to take on the job tasks and responsibilities? And what are the critical issues that a customer service employee might face on the job?
