Convergence between sources of service job analysis data

Abstract

Indentifies the dimensions of a higher customer contact food and beverage operative′s job as perceived by managers, supervisors and operatives and examines within‐source and between‐source differences in these perceptions. Uses two instruments, the repertory grid and the work profiling system. Shows a number of distinct dimensions which are defined in terms of the worker behaviours necessary for the job tasks to be performed. Managers/supervisors and operatives generally agree on a number of dimensions. Discusses variations occurring both with and between groups and implications for the choice of sources of job analysis data and the use of job analysis in a personnel selection and training context.

Citation

Papadopoulou, A., Ineson, E.M. and Wilkie, D.T. (1995), "Convergence between sources of service job analysis data", International Journal of Contemporary Hospitality Management, Vol. 7 No. 2/3, pp. 42-47. https://doi.org/10.1108/09596119510079981