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Full-Text Articles in Business
Transformational Strategic Choice: The Generational Succession Effect On Small Businesses, Eric D. Williams
Transformational Strategic Choice: The Generational Succession Effect On Small Businesses, Eric D. Williams
Walden Dissertations and Doctoral Studies
Changing workforce demographics, combined with a gap in knowledge and skills between older and younger generations, threatens small business viability. The presence of four generations in the workforce, where 1 in 5 employees are 55 years and older, presents an unprecedented challenge for small business leaders planning for succession with a multigenerational workforce. The purpose of this case study was to explore the effect of Baby Boomers' presence on small business leaders' ability to retain and transfer knowledge to successive generations. Using snowball and purposeful sampling techniques, 36 small business leaders in the Washington, DC, metropolitan area participated. The conceptual …
Exploring The Experiences Of Call Center Employees Regarding Business Scripting, Roman Dzuba
Exploring The Experiences Of Call Center Employees Regarding Business Scripting, Roman Dzuba
Walden Dissertations and Doctoral Studies
Scripting, defined as the mechanization of business processes through automated tools or orchestrated responses, has played a significant role in shaping call center activities and the resultant customer relationship. However, findings of industry research have shown that the use of scripting to maximize operational efficiency has had a disempowering effect on call center employees by lowering their job-skill and knowledge requirements. Grounded in the concepts of knowledge management and knowledge transfer, this study explored the experiences of frontline call center employees on the effects of scripting on customer problem solving. A single-case study design with semistructured interviews was used with …