Abstract
This study, conducted in a resort hotel, examined the relationship between preemployment scores on a scale designed to assess the likelihood of courteous job performance and employees' subsequent performance on the job. The scale was administered to job applicants, but scores were not used in making hiring decisions. Subsequently, the questionnaires were scored, and the scores were compared to each individual's 90-day performance appraisal. A relationship was observed between applicants' scores on the Courtesy scale and their subsequent performance on the job. Over-all accuracy in predicting job performance was 65%. Results seem to indicate chat using Courtesy scale scores as one part of the preemployment selection process would be likely to provide an additional increment in validity. For this reason, the scale may be of use to employers in selection for positions in which commitment to service and interacting with customers or guests in a courteous manner are important job elements.
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