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SKASUK Customer Service and Orientation Scales

H.-G. Sonnenberg
NEURO
TRAFFIC
SPORT
HR

Application

Assesses suitability and inclination for customer-focused activities.
Customer and service orientation describes a person’s tendency to make contact in a work-related context with people such as customers and clients and to handle these contacts successfully. This ability is subdivided here into competence factors and motivation factors; each of these areas is represented by four scales: Extraversion, Empathy, Self-monitoring and Frustration tolerance measure the competences, while Striving for social acceptance, Achievement motivation, Motivation to help and Dominance assess the motivations. This makes the test suitable for use in job & career placement and personnel selection and development.

Respondents indicate the extent to which particular statements apply to them, using a four-point answer scale. Each answer can be corrected once.

Formes de test

One test form.

Évaluation

The following main variables are scored:

  • Extraversion: Subjective measure of talkativeness, sociability and dynamic, adventurous behavior.
  • Striving for social recognition: Measure of the subjective importance of positive reinforcement in the form of praise and recognition from others.
  • Dominance: The subjective extent of active influencing of discussions and negotiations.
  • Empathy: The subjective extent to which the needs, goals and wishes of others are perceived.
  • Motivation to help: The subjective extent to which the needs of others are responded to.
  • Self-monitoring: Subjective measure of the ability to assess one’s own behavior and adapt sensitively to the behavior of others in social situations.
  • Performance motivation: The subjective level of performance standards – i.e. the desire to achieve success and avoid failure.
  • Frustration tolerance: Subjective measure of appropriate and rapid handling of setbacks.

Éléments d'évaluation

Tableau
Profil
Temps de traitement
Intervalle de confiance
Analyse de profil
Protocole du test
Protocole d’analyse des items
Représentation du déroulement
Représentation graphique spéciale des résultats
Compte-rendu Word préparé
Afficher le PDF

Type de test

Tests de personnalité spéciaux

Informations sur les tests

adaptative
modulaire
Support non linguistique
Version de test parallèle
conforme au modèle de Rasch
Périphérique supplémentaire requis
Sécurité de test élevée
Vastes normes
Version de test disponible pour présentation en ligne open mode
Lien CogniPlus
supervisor-supported testing

Langues

Allemand
Anglais
Arabe
Chinois (simplifié)
Croate
Français
Hongrois
Italien
Néerlandais
Portugais
Roumain
Russe
Slovaque
Tchèque

Durée

approx. 20 minutes if all subtests are presented

Ère

Norms for ages 15+.