Education Commons^™

Exploring Factors Related To Customer Service Representatives’ (Csrs) Performance In Call Centers., Ruth R. Jayson-Polk

Theses and Dissertations

This study provides critical research on individual change and its impact on individual performance using the ADKAR change management model. This applied dissertation was designed to research improvement in call monitoring performance scores between two groups of customer service representatives’ (CSRs): the experimental group receiving the ADKAR change management intervention, and the control group, who did not receive the ADKAR change management intervention. The ADKAR change management model (Hiatt, 2006) provided the theoretical framework for the study.

The literature review revealed that change management is a critical component of organizational change but is driven by individual change. The literature informs …

Moderating Effects Of Perceived Organizational Support On The Relationship Between Job Satisfaction And Turnover Intentions For Recently Retrained Usaf Enlisted Members, Jennifer A. Phelps

Theses and Dissertations

The U.S. Air Force uses a variety of human resource practices to manage nearly 350,000 personnel worldwide. Programs already in place, such as enlistment bonuses, base of preference selection, and voluntary retraining, are some of the methods currently utilized to retain Air Force personnel. One program, the Noncommissioned Officer Retraining Program (NCORP), allows for the movement of mid- to senior-level enlisted members to critically manned career fields. In recent years, this program has not met its quota of volunteers and has relied on involuntary retrainees to fill training slots. This study assessed the attitudinal variables of job satisfaction, perceived organizational …