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No More “Magic Aprons”: Longitudinal Assessment And Continuous Improvement Of Customer Service At The University Of North Dakota Libraries, Karlene T. Clark, Stephanie R. Walker 2018 University of North Dakota

No More “Magic Aprons”: Longitudinal Assessment And Continuous Improvement Of Customer Service At The University Of North Dakota Libraries, Karlene T. Clark, Stephanie R. Walker

Librarian Publications

The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that boost morale and foster not only compliance, but initiative-taking and innovation. The CSP became a widely adopted part of campus-wide assessment, beyond the libraries. Subsequent presentations at conferences led to multiple requests and implementation at other libraries.


Investigating Elearning Continuance Through Expectation Disconfirmation Theory, Susana Reyes Lee 2018 Louisiana State University

Investigating Elearning Continuance Through Expectation Disconfirmation Theory, Susana Reyes Lee

LSU Doctoral Dissertations

This study set out to investigate the Continuing Professional Development (CPD) eLearning participation and completion phenomenon of learners and to explore motivation of CPD eLearning intentions and completions. This study focused on why learners choose CPD eLearning and why they continue in CPD eLearning. Based on the Expectations Disconfirmation theory (EDT) and the DeLone and McLean Information Systems Success Model (1992), a survey was developed and then sent to a cross-section of registered CPD eLearners from the first responder community. After the data was collected 217 responses were analyzed with SPSS correlational techniques and through PROCESS which is a modeling ...


The Influence Of Proactivity On Creative Behavior, Organizational Commitment, And Job Performance: Evidence From A Korean Multinational, Baek-Kyoo (Brian) Joo, Robert H. Bennett III 2018 Georgia Southwestern State University

The Influence Of Proactivity On Creative Behavior, Organizational Commitment, And Job Performance: Evidence From A Korean Multinational, Baek-Kyoo (Brian) Joo, Robert H. Bennett Iii

Journal of International & Interdisciplinary Business Research

Proactivity has emerged as an extremely important behavior in organizations, and has been shown to correlate with very positive organizational and individual outcomes. Proactive personality has been identified as a stable personality attribute that is predictive of several positive work behaviors outcomes. Utilizing a large sample from a well-known and successful Korean multinational employer, this study investigated the influences of proactive personality on three key outcomes in the workplace, namely the level of employee creativity, level of organizational commitment, and in-role job performance. The study also examined whether the contextual factors of quality of leader-member exchange (LMX) and the level ...


A Critical Perspective To Managing Generational Diversity In The Workspace In East Asia, Debra Moh Yunni 2018 University of Massachusetts Boston

A Critical Perspective To Managing Generational Diversity In The Workspace In East Asia, Debra Moh Yunni

Critical and Creative Thinking Capstones Collection

The paper takes a look at the cultural themes that influence behavior and decision-making processes in East Asia, highlighting dimensions of hierarchy, collectivism and saving face. The social constructs that are shaped by these dimensions cultivate an organizational culture that is top-down and group-oriented. To delve into a more meaningful understanding of the generational conflict in East Asia, an analysis of generational theory and the changing work environment provides an insight into the widening generational gap and the domains of tension experienced by those sharing a multi-generational workspace. The author suggests that managing generational diversity has its roots in fostering ...


Examining Managerial Leadership Behavior, Perceived Proximity, And Job Satisfaction In Distributed Work Arrangements, David D. Macauley 2018 University of Texas at Tyler

Examining Managerial Leadership Behavior, Perceived Proximity, And Job Satisfaction In Distributed Work Arrangements, David D. Macauley

Human Resource Development Theses and Dissertations

More than 70% of all employers and managers utilize flexible or distributed work arrangements (Greenfield, 2017; World at work, 2017). Yet, it appears that few organizations are prepared to manage the relationship elements that come with a distributed workforce (Boss, 2017; Miller & Campell, 2013). Using structural equation modeling and data from 838 participants, the study examined the relationship between managerial behavior, perceived proximity, and job satisfaction within organizations that utilize distributed work. The results indicate that managerial behavior has a positive relationship with perceived proximity and employee job satisfaction and supports previous literature showing perceived proximity to be more reliable ...


Understanding Antecedents To Long-Term Sustainability For Entrepreneurial Ventures: A Phenomenological Study Of Entrepreneurs, Randall Trent Stevenson 2018 University of Texas at Tyler

Understanding Antecedents To Long-Term Sustainability For Entrepreneurial Ventures: A Phenomenological Study Of Entrepreneurs, Randall Trent Stevenson

Human Resource Development Theses and Dissertations

The purpose of this study was to gain an understanding of the antecedents to long-term sustainability of entrepreneurial ventures through successful entrepreneurs’ perspectives of the roles and importance of entrepreneurial skills, knowledge, abilities, and attitudes, as well as external factors. This qualitative study utilized a phenomenological approach. The participants were comprised of entrepreneurs from the north and northeast regions of Texas who have launched and managed businesses that have continued operations for 10 years or more.


An Exploration Of Barriers To Integration Of Strategic Human Resource Development In The United States Fire Service: An Interpretative Phenomenological Analysis Of Chief Officers' Perceptions, Jon D. Musgrave 2018 University of Texas at Tyler

An Exploration Of Barriers To Integration Of Strategic Human Resource Development In The United States Fire Service: An Interpretative Phenomenological Analysis Of Chief Officers' Perceptions, Jon D. Musgrave

Human Resource Development Theses and Dissertations

Trends in the current human resource development (HRD) literature emphasize the role that integration of strategic human resource development (SHRD) practices has on organizational effectiveness (Garavan, 1991; Garavan, 2007; Gilley & Gilley, 2003; Gilley & Maycunich, 2000; Ruona & Gilley, 2009; Wright, 2007). The United States Fire Service currently views human resource development as a management practice to be utilized by the chief officer to address vocational or technical skills (Stowell, 2004). This interpretative phenomenological analysis (IPA) qualitative study explored the beliefs, attitudes, and perceptions of chief officers in the United States Fire Service to further understanding of barriers to integration of strategic human resource development practices and the ...


A Case Study Of Congregational And Search Committee Desired Leadership Qualities In A Senior Pastor, David Fowler 2018 University of Texas at Tyler

A Case Study Of Congregational And Search Committee Desired Leadership Qualities In A Senior Pastor, David Fowler

Human Resource Development Theses and Dissertations

The purpose of this case study that utilized an inductive qualitative research approach was to uncover desired leadership qualities in a senior pastor. Membership numbers are dwindling for religious organizations as the landscape of the United States becomes more secular. Studies reveal that negative issues with ineffective leadership within these organizations impact congregational health and membership decline. Within the context of leadership’s futility, studies need to be conducted to identify qualifiers of effective leadership in religious organizations, as a lack of research has been conducted concerning religious organizational leaders. Specifically, churches in the Southern Baptist Convention, a conservative conglomerate ...


A Phenomenological Study Of Junior Enlisted Marine Corps Veterans’ Career Transition And Organizational Attachment: From The Military To Civilian Work Environment, Kevin R. Sanford 2018 University of Texas at Tyler

A Phenomenological Study Of Junior Enlisted Marine Corps Veterans’ Career Transition And Organizational Attachment: From The Military To Civilian Work Environment, Kevin R. Sanford

Human Resource Development Theses and Dissertations

Military service is a transformative experience that leaves an indelible mark on all who serve. Once separated from the military way of life, many veterans find that they yearn for the structure, camaraderie, and discipline they experienced while in the military. These feelings of attachment to the military can make the transition back to civilian life difficult and pose a barrier to success in a civilian workplace. As military service members separate from their military service obligation and transition to the civilian workforce, they experience numerous challenges leaving behind the culture of the military and adapting to the civilian way ...


Examining The Mediating Influence Of Occupational Self-Efficacy And Perceived Organizational Support On The Relationship Between Perceived Managerial Coaching Behaviors And Employee Engagement Among Higher Education Enrollment Management Professionals, William S. Carrell 2018 University of Texas at Tyler

Examining The Mediating Influence Of Occupational Self-Efficacy And Perceived Organizational Support On The Relationship Between Perceived Managerial Coaching Behaviors And Employee Engagement Among Higher Education Enrollment Management Professionals, William S. Carrell

Human Resource Development Theses and Dissertations

The U.S. higher education environment is characterized by significant governmental/regulatory scrutiny, increasing competition, decreasing State funding, and demands for professionals to do more with less. In this environment, managers are increasingly expected to take on functions typically associated with traditional human resource roles, in particular the training, development, and retention of employees, often with limited or no access to formalized training resources.

This study predicted that a relationship exists between the perceived managerial coaching behaviors enacted by a direct supervisor and employee engagement among manager-level employees in strategic enrollment management divisions within higher education institutions. The hypotheses predicted ...


The Influence Of Emotional Intelligence And Personality Traits On Effective Leadership, Joy N. Cooper 2018 University of Texas at Tyler

The Influence Of Emotional Intelligence And Personality Traits On Effective Leadership, Joy N. Cooper

Human Resource Development Theses and Dissertations

Ineffective leadership contributes to the majority of organizational problems and business failures. The negative effects of poor leadership in the health services arena is a prominent issue in today’s health services workforce, and is exacerbated by the challenges posed by the Affordable Healthcare Act of 2012. This study investigates the effects of emotional intelligence (EI) and personality traits (the Big Five), two variables commonly linked to effective leadership, within the context of healthcare.

This study examined the influence of EI and the Big Five personality traits on leadership effectiveness within a healthcare institution. The study assumed EI and the ...


Surprisingly Open Or Openly Surprised? That Is The Question; Using Surprise Experiences To Increase Openness To Experience And Tolerance Of Ambiguity, Anneke Veenendaal-de Kort 2018 State University of New York College at Buffalo - Buffalo State College

Surprisingly Open Or Openly Surprised? That Is The Question; Using Surprise Experiences To Increase Openness To Experience And Tolerance Of Ambiguity, Anneke Veenendaal-De Kort

Creative Studies Graduate Student Master's Projects

Using Surprise Experiences to Increase Openness to Experience and Tolerance of Ambiguity

In the fast-changing world in which we are currently living, we constantly come across situations and problems that we have not encountered before. An open mind and the ability to tolerate ambiguity are important skills in uncertain times. People who embrace the unpredictable can develop their resilience and flexibility. Surprisologists Luna and Renninger (2015) have discovered that a great way of dipping into unpredictability is through surprise. For my Master’s Project, I designed experiences that transform people’s openness and tolerance for ambiguity through surprise. This paper ...


Extending Ab-1825 Training At Santa Clara Valley Water District, Heather Reiss 2018 San Jose State University

Extending Ab-1825 Training At Santa Clara Valley Water District, Heather Reiss

Master's Projects

In 2004 the California legislature passed AB-1825, Sexual Harassment Training and Education, Government Code 12950, which mandates that employers train all supervisors in the identification of sexual harassment, and ways to ensure that it does not occur in the workplace (Legislative Counsel, 2004). The Santa Clara Valley Water District (SCVWD) is a mission driven organization that is committed to providing excellent water services to the community. According to the Valley Water website (2018) “The mission of the District is to provide Silicon Valley with safe, clean water for a healthy life, environment, and economy” (Valley Water, 2018, web). As a ...


Initial Evidence Of Construct Validity Of Data From A Self-Assessment Instrument Of Technological Pedagogical Content Knowledge (Tpack) In 2-Year Public College Faculty In Texas, Kristin C. Scott 2018 University of Texas at Tyler

Initial Evidence Of Construct Validity Of Data From A Self-Assessment Instrument Of Technological Pedagogical Content Knowledge (Tpack) In 2-Year Public College Faculty In Texas, Kristin C. Scott

Human Resource Development Theses and Dissertations

Technological pedagogical content knowledge (TPACK) has been studied in K-12 faculty in the U.S. and around the world using survey methodology. Very few studies of TPACK in post-secondary faculty have been conducted and no peer-reviewed studies in U.S. post-secondary faculty have been published to date. The present study is the first reliability and validity of data from a TPACK survey to be conducted with a large sample of U.S. post-secondary faculty. The professorate of 2-year public college faculty in Texas will help their institutions meet the goals of the state’s higher education strategic plan, 60x30TX. In ...


Employee Attrition: What Makes An Employee Quit?, Alex Frye, Christopher Boomhower, Michael Smith, Lindsay Vitovsky, Stacey Fabricant 2018 Southern Methodist University

Employee Attrition: What Makes An Employee Quit?, Alex Frye, Christopher Boomhower, Michael Smith, Lindsay Vitovsky, Stacey Fabricant

SMU Data Science Review

Albeit to varying degrees, employee attrition is a costly challenge faced by many employers \cite{kantor}. In this paper, we present a model for predicting employee attrition, as well as discuss the serious ethical implications of using such a model within organizations. To accomplish this, we examined publicly available data from the Office of Personnel Management, the Bureau of Labor Statistics, and IBM. With these sources, we determined a set of statistically significant factors that correlate to an employee’s decision to quit, and determined to which types of occupations our model may be applied. After applying Principal Component Analysis ...


Positive Organizational Leadership: Some Recent Findings In Positive Organizational Scholarship, Lawrence Chan 2018 University of San Diego

Positive Organizational Leadership: Some Recent Findings In Positive Organizational Scholarship, Lawrence Chan

M.A. in Leadership Studies: Capstone Project Papers

The study of positivity is multifaceted, with roots across psychology, philosophy, and more recently organizational behavior (Csikszentmihalyi, 1997; 2014). This review article highlights the framework from which the study of positivity originates, and then explores positive behaviors in the workplace that have correlated to increases in fulfillment, productivity, engagement, and leadership capacity (Cameron & Dutton, 2003). This essay reveals core components of positive organizational scholarship (POS), notably the interaction of positivity within job demands and job resources, positive employee engagement, and positive deviance, and uncovers some recent findings of these POS components in empirical research and application within human resource management.


21st Century Church Leadership And Pastor Preparation, Veronica Abney 2018 Olivet Nazarene University

21st Century Church Leadership And Pastor Preparation, Veronica Abney

Scholar Week 2016 - present

This study examined 21st-century American churches and the pastors who lead them to determine whether those pastors who attended seminaries, traditional universities, or denominational institutions were more academically prepared to grow church membership, increase weekly attendance, retain members, manage high-impact leadership teams, and engage in local church formation than were pastors who did not attend or complete any academic institution. The researcher examined the academic completion levels, leadership and church growth characteristics, and professional training of the participating pastors from six broadly defined categories: (a) pastors who participated in the 2014-2015 Outreach/LifeWay magazine survey; (b) pastors who participated in ...


Emotional Intelligence: The Effect On Social Media Use, Interpersonal Violence, And Gender, Gail Grabczynski 2018 Olivet Nazarene University

Emotional Intelligence: The Effect On Social Media Use, Interpersonal Violence, And Gender, Gail Grabczynski

Scholar Week 2016 - present

This study investigated the relationship between Emotional Intelligence (EI), social media use, interpersonal violence and gender. EI is a relatively new topic of research that has been of interest to many organizations due to the proposition that EI assists in the development of individuals. With the proliferation of social media, interpersonal violence and women in the workforce, a determination of a relationship between EI and those variables was warranted. The study was conducted at a small private Christian university. An online survey was administered to 123 sophomores. This study was a cross-sectional quantitative design, that utilized three established instruments to ...


Developing Kenya’S Educational Capacity In Nuclear Security Through Nuclear Forensics Research, Hudson Kalambuka Angeyo 2018 Department of Physics, University of Nairobi, Kenya

Developing Kenya’S Educational Capacity In Nuclear Security Through Nuclear Forensics Research, Hudson Kalambuka Angeyo

International Journal of Nuclear Security

Nuclear energy’s distinctive characteristics give rise to special educational requirements. These requirements are necessary to not only address the danger of nuclear proliferation, but also to build capacity for a secure nuclear fuel circle. In this paper, I assess the status of educational capacity in nuclear security both in response to, and in support of, Kenya’s nuclear power program. I highlight the nuclear security educational infrastructure’s key features in the context of nuclear power, noting the low capacity at Kenyan universities. I identify the steps required to ensure that the country’s dynamic nuclear regulatory infrastructural framework ...


Middle Managers Working Beyond Senior Management’S Expectations: A Phenomenological Study Of The Managed Healthcare Industry In Southern California, Gerald Dugas 2018 Brandman University

Middle Managers Working Beyond Senior Management’S Expectations: A Phenomenological Study Of The Managed Healthcare Industry In Southern California, Gerald Dugas

Dissertations

Purpose. The purpose of this qualitative study was to explore how middle managers and senior managers working in the managed healthcare industry in southern California perceive what factors motivated middle managers to work beyond senior management’s expectations.

Methodology. A qualitative phenomenology study was chosen because it allowed the researcher to acquire a firm understanding of the nature of everyday lived experiences. This methodology was used to capture the meaning of experiences that motivated middle managers to work beyond expectations. The researcher conducted semi-structured, face-to-face interviews to gain a deeper understanding of the lived experience of the participants. Participants were ...


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