Digital Commons Network^™

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 …

Testing The Structural Invariance Of Affective Commitment On Unethical Pro-Organizational Behavior Across Clan And Hierarchy Organizational Culture Types, Julia A. Fulmore

Human Resource Development Theses and Dissertations

Unethical pro-organizational behavior (UPB) is concerned with employees’ engagement in unethical conduct for the benefit of the organization that is immoral and/or illegal. Research findings on motivators of UPB show some contradictory findings that need to be resolved. Considering the empirical findings that clan culture discourages unethical behavior while hierarchy culture encourages unethical behavior along with the contradicting empirical findings between affective commitment and UPB based on samples with different cultures, this study sought to empirically assess the contradictory findings in the literature by testing the structural invariance of affective organizational commitment on UPB based on the two organizational of …

Merger And Acquisition Integration: Exploring Uncertainty From The Perspective Of The Middle Manager, Joseph J. Pazmany

Dissertations

Purpose. The purpose of this qualitative study was to explore middle managers’ perceptions about how organizations managed job-related, structural, and strategic uncertainty during a merger and acquisition (M&A) integration process. Furthermore, this research investigated what strategies middle managers perceived effective and ineffective for managing uncertainty and recommendations for managing uncertainty during future integrations.

Methodology. This qualitative study utilized a phenomenological research design that collected data through open-ended interviews. Fifteen middle managers participated in the study and were asked 12 questions that explored their perceptions about managing uncertainty during an M&A integration.

Findings. Overall, participants perceived strategic uncertainty …

An Exploratory Comparative Study Of Experts And Generalists As Change Management Leaders In Non-Core Areas Of Organizations, Steven Glenn Burton

Dissertations and Theses Collection (Open Access)

Large-scale organizational change is a necessary undertaking critical to the ongoing success of most firms. Despite the necessity of such change, it is also an undertaking that fails at approximately twice the rate that it succeeds. Prior work on change leadership primarily looks at characteristics of the individual leader and does not differentiate on areas of the organization where change will be occurring. The work conducted in this research compares categories of change leaders and looks at change within a specific area of a firm, its non-core business area.

This exploratory research compared core-area technical experts to generalists as change …

Managerial Approaches To Telecommuting, Kristina P. Cheyne

Student Publications

The purpose of this theoretical paper is to synthesize the current knowledge on the topic of telecommuter managerial approaches by cross-analyzing certain commonalities and differences among relevant literature and scholarly sources. This paper will explore key themes such as trust management, performance-based reviews, communication, boundary management, work-life balance, and social and professional isolation. Additionally, this analysis will identify significant issues and contradictions amidst the research of flexible work arrangement management styles. Furthermore, it will outline the most significant disadvantages and repercussions of telecommuting and discuss them in relationship to the management styles best suited to alleviating these issues. Then, this …

An Exploration Into The Efficacy Of Christian Servant Leadership In Facilitating Organizational Change In The Automotive Aftermarket, Christopher Shadrick

Doctoral Dissertations and Projects

Changing market dynamics is threatening the viability of stores in the automotive aftermarket. To provide business leaders strategies with strategies to implement organizational change and address shrinking revenue, this phenomenological study explored the lived experiences and perspectives of 20 front line, retail store managers in the automotive aftermarket. The information gathered during the interview process was analyzed using Moustakas’ modified van Kaam method. In addition, the researcher used NVivo 12, a qualitative analytic software, to group, reduce, validate, and organize the data into themes. Six themes emerged that demonstrate the applicability of Christian servant leadership to the automotive aftermarket. These …

21st Century Desirable Leadership Characteristics For Professional Services Firms In North American Metropolises, Ralph Baeza

Doctoral Dissertations and Projects

Professional services firms (PSFs) in North American metropolises are facing challenges in doing business in a fast pace global society with environments which require them to cope with increasing size, complexity and conflict management, to shape and coordinate the right culture that meets their strategic goals, and creates sustainability with legacy. This requires to address retaining and developing leaders and emerging leaders, and pursue their commitment to a long and productive career, in their organizations. Thus, this case study is an exercise of depth that reflects the uniqueness in the lives of leaders in PSFs similar to the organization where …

What’S Broken? Not The Mold, Susan Vroman

The Journal of Values-Based Leadership

Changing workforce demographics indicate that flexible work arrangements (FWA) are appreciated and valued by employees, yet employers still resist their support. While not explicit in their rationale, managerial mindsets may hold that deviations from historical ideal worker frameworks detract from performance potential. As this continues, mothers are especially stigmatized for using FWA as it differs from traditional, male hegemonic behaviors. Overlaying the case of a rising executive with a study of historical management theory, it may take until Generation Y is fully entrenched in leadership for a différance to break the mold in FWA acceptance.

Creating A Culture Of Engagement In Business Schools, Devin Lunt, Larry Chonko, Lisa A. Burke-Smalley

Organization Management Journal

Business schools, in the face of various external pressures, are confronted with the daunting challenge of better engaging their constituents to achieve their learning mission. We call for engagement to play a unifying role in a business school’s culture. We incorporate relevant learning, marketing and change management concepts to first present conceptual tenets underlying our engagement model including co-creation of learning and students as works-in-progress. We then propose a plan for creating a culture of engagement in business schools to advance their learning mission, which broadly involves students, faculty, alumni, employers and administrators. The tactical plan is presented in four …

Picking Up The Pieces: Managing People During And After A Reorganization, Catherine B. Soehner

Library Philosophy and Practice (e-journal)

Libraries need to change rapidly in response to advances in technology, expectations of users, funding, and other pressures from both inside and outside the library. Often library administration/management reorganizes personnel, duties, and departments to accomplish new goals and to shift focus of library services. Both during and after a reorganization, employees respond to the changes in a wide variety of ways, ranging from acceptance and positivity to anger and resistance. Fortunately, administrators and managers have a variety of tools available to help employees deal with change and to move them toward success. There are many books and articles on the …

Leveraging Engagement Through Diversity, Gordon Haley

Publications

• Through dialogue and interaction, members begin to characterize their world. They may see it as malleable or fixed, filled with opportunities or threats. As with external adaptation, there are important issues.
• These include a series of membership issues: Who is a group member, what behavior is acceptable, who is a friend?

Military Leaders’ Perceived Importance Of Emotional Intelligence Characteristics When Leading Organizational Change, Wayne Roseberry

Dissertations

Purpose: The purpose of this descriptive, qualitative case study was to identify and describe exemplary military senior leaders’ perceived importance of emotional intelligence (EI) characteristics when leading organizational change. The study explicitly addressed the behavioral characteristics of U.S. Marine leaders associated with the EI framework for emotional competencies using Goleman, Boyatzis, and McKee’s (2002) four EI components: self-awareness, self-management, social awareness, and relationship management competencies.

Methodology: A qualitative multiple-case study method was appropriate for this research due to its focus on analyzing the 12 exemplary senior leaders’ perceived importance of EI characteristics to lead change. The qualitative instrument included an …

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 …

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 of …

Exploring Churn And Alignment Between Retention And Occupational Culture As Perceived By Professional Truck Drivers, Catherine M. Cole

Dissertations

Despite advances in logistics software and increased driver pay, the trucking industry continues a historic wave of human capital risks in the form of driver turnover and driver shortages. Previous efforts to understand the phenomenon of driver turnover rely heavily on supply chain, transportation, and logistics based disciplines. The current study provides a human capital ontology towards understanding professional truck driver perceptions. Within the interpretive framework of pragmatism, the study applied a simultaneous ethnographic and phenomenological research design to explore the phenomenon of churn and professional truck driver perceptions of environmental alignment between trucking industry retention strategies and the occupational …

Identifying Factors That Impact Female Leadership Presence, Victoria Elizabeth Kendall

M.A. in Leadership Studies: Capstone Project Papers

This research aims to acknowledge and weaken various factors that deter women from taking up leadership in our current systems. Increasing one’s personal capacity for leadership is especially beneficial for women who participate in systems that lack equal gender representation. Despite differences in organizational culture, certain patterns of experience have been negatively related to female Leadership Presence, and depend on the theoretical lens of leadership for development. Examining the demand-side and supply-side factors that inhibit female career progression is significant to understanding the environmental and individual impositions impacting leadership development. Specific strategies to strengthen Leadership Presence, as well as the …

Case Study Of A Collaborative Approach To Evaluation Within A School District Central Office, Oriana Eversole

USF Tampa Graduate Theses and Dissertations

This instrumental case study (Stake, 1995) provides an in-depth examination of a collaborative approach to evaluation within a school district’s central office. This study analyzes the implementation of collaborative approaches to evaluation (CAE) within a school district’s central office with an emphasis on evaluation use from the evaluators’ perspectives. It also explores the role and evolution of the evaluators throughout the evaluation process. Furthermore, this study adds to educational research on how to support the implementation and use of improvement processes in school district central offices. The analysis focuses on the evaluation activities that my colleagues and I led as …

Knowledge Sharing As A Means For Capacity Building In International Non-Governmental Organizations In Ecuador, Yolanda E. Ledesma Silva

Latin American Studies ETDs

The purpose of this research was to study factors that facilitate technical knowledge sharing internally in international non-governmental organizations (INGOs) in Ecuador. Using a qualitative design, and semi-structured interviews this study examined knowledge sharing practices in four INGOS located in Quito, capital of Ecuador.

The findings supported nine factors identified in the literature as influencing knowledge sharing practices. These factors included (1) organizational culture, (2) role in organization, (3) procedures for managing knowledge, (4) perceived value of knowledge sharing, (5) media used for sharing information, (6) management practices, (7) organizational structure, (8) mission and strategy, and (9) organizational climate and …

Winning On And Off The Court: An Interpretive Case Study Of A Leader’S Effectual Power And Influence, Eugene Smith

Dissertations

The purpose of this research is to study the leadership profile of a leader’s effectual power and influence. A qualitative research design is preferred to capture rich, thick personal responses from the interview participants. Semi-structured interviews were utilized with open-ended questions, which enabled the respondents to provide unique insights and reflections of their direct and indirect experiences with the research subject. Additionally, document inquiry and direct observations were used and, as an outcome, triangulation was achieved.

Effective use of power is studied in the context of a leader’s ability to influence others to induce a desired outcome. The subject’s influence …

Contextual Leadership: A Systematic Review Of How Contextual Factors Shape Leadership And Its Outcomes, Burak Oc

Research Collection Lee Kong Chian School Of Business

With roots dating back to Fiedler’s (1978) contingency model, contextual leadership has been one of the most trending topics in leadership research over the last decade. However, although roughly 500 studies have examined the impact of context on leadership and its outcomes, there is neither a systematic approach to nor agreement regarding what constitutes the context for leadership. This is surprising, considering the central role that context plays in leadership: Leadership does not occur in a vacuum, but rather exists in a context where leaders function. This review article uses Johns’s (2006) categorical framework to fully portray the leadership context …

Understanding How Transformational Leaders Inspire Employee Engagement In Rapidly Changing Environments, Michael Coleman

Doctoral Dissertations and Projects

Over the past five years, North Carolina community colleges have experienced a plethora of rapid changes, which can have a negative impact on employee engagement. Individuals who possess a transformational style of leadership typically inspire employees to engage in their work despite a rapidly changing environment. The specific business problem in this research study was a lack of understanding of how transformational leaders in North Carolina community colleges were inspiring employees to engage in their jobs during a rapidly changing environment. To address this significant issue, the researcher interviewed a group of senior transformational leaders from various community colleges within …

Great Members, Great Churches: Adaptive Change And Missional Theology In The Local Church, Christopher Jacobsen

Doctor of Ministry Theses

An Action Research (AR) project focusing on congregational participation in ministries within the church and outside it. Theological lenses of Trinitarian theology, missional theology, and spiritual practices. Theoretical lenses of adaptive change theory, consumerism and social capital, and organizational theories of relationship, four-frame model, and open source model. Identifies adaptive challenges faced by a small Reformed Church in America church in northern New Jersey, with a strong emphasis on the tension between living busy lives and active participation in the ministry of the triune God. Reframes leadership through the lens of writing the church’s story.

Professional Development In Libraries: One Size Does Not Fit All, Patricia D. Sobczak, Agnes K. Bradshaw

VCU Libraries Faculty and Staff Publications

With the constantly changing landscape in 21st century libraries, it would seem that professional development would be more important than ever. However, research indicates that few libraries have formal professional development programs and there are mixed messages from library leaders regarding the necessity and importance of professional development. It is no secret that libraries always seem to be facing budget cuts and funding for professional development is often seen as a low priority. We were curious to understand how professional development is viewed and executed in other academic libraries.

Professional development means different things to different people. To some, professional …

Relationship Between Servant Leadership Characteristics And Turnover In Fast-Casual Restaurants, Maria Rosetta Needham

Walden Dissertations and Doctoral Studies

In the United States, turnover threatens the economic status of the restaurant industry. In 2016, the turnover rate for the fast-casual restaurant dining industry was 1.8 million people with approximately 3 million people working in the industry. Restaurant leaders struggle with solutions to help reduce the problems of turnover. Guided by the servant leadership theory, the purpose of this correlational study was to examine the relationship between empowerment, interpersonal support, and turnover in the fast-casual restaurant industry. A convenient sample of fast-casual restaurant supervisors (n =58) in the Midwestern region of the United States completed a survey with questions related …

Understanding How Generation X And Millennial Entrepreneurs Manage Organizational Conflict, Sidjae T. Price

Department of Conflict Resolution Studies Theses and Dissertations

As the United States prepares for a generational shift in leaders, there is a lack of literature adequately examining how Generation X and Millennial entrepreneurs manage organizational conflict about leadership and change management. The scope of this problem should concern individuals who are stakeholders in any organization. In preparation for the coming shift in generational leaders, the subject study explored the management of organizational conflict regarding leadership and change management for Generation X and Millennial entrepreneurs. Supported by a theoretical foundation built on theory of generations and realistic group conflict theory, this qualitative study analyzed the interviews and narratives of …

Leadership Satisfaction And Turnover Intention Among Public Sector Employees, Marcia Bennett

Walden Dissertations and Doctoral Studies

The changing demographics of the federal workforce require managers to understand generational differences in experiences, values, and leadership preferences that can negatively impact an agency's ability to fulfill its mission. There is a gap in the literature regarding generational cohort perceptions of employee satisfaction with leadership and turnover intention in the Small Business Administration (SBA). The purpose of this quantitative, cross-sectional study was to examine the generational perceptions of SBA employees regarding leadership satisfaction and intent to leave the organization within the next year. Strauss and Howe's generational theory served as the theoretical framework. This non-experimental quantitative study used the …

The Emotional Intelligence Of Successful African American Entrepreneurs, Breanna Johnson

Walden Dissertations and Doctoral Studies

African American entrepreneurs in Houston, TX, lack the emotional intelligence required

to be self-employed and remain in business. The purpose of this qualitative interview study was to gain a robust understanding of what strategies African American entrepreneurs can adopt to increase emotional intelligence, which will aid them in remaining in business beyond the first 5 years. The central research question focused on common understandings of the strategies African-American entrepreneurs in Houston, TX, adopt to increase their emotional intelligence such that it contributes to them remaining in business beyond the initial 5 years. The conceptual framework that grounded the study was …

An Autoethnographic Examination Of Personal And Organizational Transformation In The U.S. Military, Marjon K. John

Walden Dissertations and Doctoral Studies

Large-scale transformational change, such as the integration and acceptance of gays in the U.S. military, necessitates a long-term effort by management to mitigate unanticipated consequences. Suboptimal implementation may not account for damaging consequences among individuals expected to live the change. The purpose of this autoethnographic study was to examine the individual experiences of a closeted gay personnel member living through a transformational change in identity, which paralleled an organizational change in the U.S. Department of Defense (DoD). The conceptual framework included elements of general systems theory, Kotter's theory of change management, Ostroff's change management for government, and Maslow's self-actualization theory. …

Competencies And Strategies Utilized By Higher Education Leaders During Planned Change, Dawn Aziz

Wayne State University Dissertations

In a mixed methods study designed to explore the competencies and strategies utilized by self-described successful leaders of public, four-year U. S. institutions, this study confirmed that there was little difference among academic and non-academic leaders in their approach to successful change beyond that found in terms of non-academic preference for resilience and an academic preference for personal learning. Both leaders (N=47) showed high agreement for the nine proposed competencies, five of which were statistically higher in perceived importance (personal learning, resilience, emotional engagement/creating a safe space, networking/coalition building, and project management). Adapting Bolman and Deal’s four frames (2013) as …

Serving Others At The Expense Of Self: The Relationship Between Nonprofit Ceo Compensation And Performance In Trade And Professional Associations, Marina Saitgalina, Andrew A. Bennett, Christopher S. Reina, Joseph E. Coombs

School of Public Service Faculty Publications

This paper investigates the organizational importance of relative CEO compensation in trade associations and professional societies. It is known that there is variation in how much pay is tied to performance in different subcategories of nonprofit organizations. However, instead of looking at how performance affects pay, we investigate how CEO compensation affects organization performance when CEOs are aware of their peer compensation and are able to influence their own. We hypothesized that CEOs who knowingly earn less will be associated with both greater financial and nonfinancial organizational performance. This altruistic perspective draws on theories from leadership and psychology rather than …