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The Influence Of Effective Communication And Interpersonal Trust On Employee Engagement: The Role Of Employee Involvement, Ligia Trejo

FIU Electronic Theses and Dissertations

Employee Engagement has become a more frequent area of organizational study. Engaged Employees are believed to raise performance, customer satisfaction, and overall growth to the organizations (Hough, Green, & Plumlee, 2015). This dissertation aims to investigate how effective communication, broadly defined to include the quality of feedback, and interpersonal trust relates to employee engagement through the influence of employee involvement. The dissertation uses employee voice theory as theoretical foundation to explain the direct and indirect effects of effective communication and trust on employee engagement through employee involvement. An online survey was conducted using MTurk with about 250 employees from different …

The Influence Of Employee Engagement On Discretionary Effort And Job Performance In The Cruise Line Customer Contact Center Workplace, Stephen B. Rodoquino Iii

FIU Electronic Theses and Dissertations

This nonexperimental, correlational study examined the relation among job fit,

psychological climate, and employee engagement and discretionary effort and job

performance. An Internet-based self-report survey was administered to a sample of 307

cruise line customer contact center reservation agents. The research hypotheses were

evaluated using correlational and hierarchical regression analytic procedures.

Job fit and psychological climate were linked positively and significantly with

employee engagement and employee engagement accounted for significant variance in

both discretionary effort and job performance. In evaluating the discretionary effort

conceptual model, after statistically controlling for gender, ethnicity and amount of job

experience, the results of the …