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Examining Student Employees' Perceptions Of Their Roles In An Outbound Call Center, Chiquita Irene King
Examining Student Employees' Perceptions Of Their Roles In An Outbound Call Center, Chiquita Irene King
Masters Theses, 2010-2019
A number of case studies in the research literature address the negative effects and perceptions associated with working at a call center. The present study focused on student employees who work at an outbound call center operated by and for their university. The purpose of this study was to examine the students’ perceived roles as call center employees, as well as how these perceptions change over time. The researcher also examined organizational identification and self-efficacy. The sample comprised approximately 38 employees at Madison Connection, an outbound call center operated by James Madison University in Harrisonburg, Va. The researcher collected data …