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Contact Center Employee Characteristics Associated With Customer Satisfaction, Lara Pow
Contact Center Employee Characteristics Associated With Customer Satisfaction, Lara Pow
Walden Dissertations and Doctoral Studies
The management of operations for a customer contact center (CCC) presents significant challenges. Management's direction is to reduce costs through operational efficiency metrics while providing maximum customer satisfaction levels to retain customers and increase profit margins. The purpose of this correlational study was to quantify the significance of various customer service representative (CSR) characteristics including internal service quality, employee satisfaction, and employee productivity, and then to determine their predictive ability on customer satisfaction, as outlined in the service-profit chain model. The research question addressed whether a linear relationship existed between CSR characteristics and the customers' satisfaction with the CSR by …
Higher Education Leaders' Transformative Learning And Leadership Experiences Responding To Student Drug Abuse, James Vernon Battin
Higher Education Leaders' Transformative Learning And Leadership Experiences Responding To Student Drug Abuse, James Vernon Battin
Walden Dissertations and Doctoral Studies
Today's academic and social environment creates uncertainties, new roles, frequent changes, and challenging situations for student affairs academic leaders. The purpose of this study was to explore how student affairs academic leaders described their recent challenging experiences in addressing student drug abuse in higher education. The conceptual framework was based on adult transformative learning theory and applied transformative leadership perspectives. An interview format with open-ended questions was used to explore the experiences of 8 student affairs leaders who had faced challenging situations in the context of student drug abuse. A qualitative interpretive analysis was used that involved open coding of …
Strategies For Reducing Registered Nurse Voluntary Turnover, Quintin Earl Cain
Strategies For Reducing Registered Nurse Voluntary Turnover, Quintin Earl Cain
Walden Dissertations and Doctoral Studies
The high rate of voluntary employee turnover in nursing has forced business leaders to search for strategies that reduce voluntary employee turnover. The purpose of this single case study was to explore strategies nurse managers used to reduce registered nurse voluntary turnover. Face-to-face semistructured interviews were conducted with 5 nurse managers in the San Antonio, Texas area. The conceptual framework included Herzberg's 2-factor theory and Maslow's hierarchy of needs theory. Data analysis included Yin's 5-step process: (a) compiling the data, (b) disassembling the data into common codes, (c) reassembling the data into themes, (d) interpreting their meaning, and (e) reporting …
Familial Factors Predicting Attitudes Toward Domestic Violence In African American Adolescents, Cassandra Clarke-Williams
Familial Factors Predicting Attitudes Toward Domestic Violence In African American Adolescents, Cassandra Clarke-Williams
Walden Dissertations and Doctoral Studies
Teen dating violence is more prevalent among African Americans than any other racial group in the United States leading to serious health consequences for victims. However, limited data exists on how African American adolescents' attitudes and perceptions regarding dating violence are formed, and whether they are influenced by family members. The purpose of this nonexperimental correlational study was to determine whether nonverbal or verbal communication from family members predicted adolescents' attitudes and perceptions toward dating violence. Survey data from 84 African American men and women ages 18 to 24 were collected using the Normative Beliefs About Aggression Scale, the Acceptance …
Examining Poverty, Entrepreneurship, And Multinational Corporation Participation In South Africa, Stephanie Furlough-Morris
Examining Poverty, Entrepreneurship, And Multinational Corporation Participation In South Africa, Stephanie Furlough-Morris
Walden Dissertations and Doctoral Studies
Economic development is seen as the best means of accomplishing the goal of eradicating extreme poverty, and at the heart of this development are for-profit companies, especially multinational corporations. The specific problem examined in this study was whether levels of poverty in South Africa had been significantly impacted by the activities of multinational corporations and the level of entrepreneurship in its 9 provinces. To build upon empirical research on the sources of poverty alleviation and the impact of large global enterprises, the purpose of this study was to examine the impact of entrepreneurship and multinational corporation presence on the change …
Influence Of Leadership Styles On Expatriate Nurses' Professional Integration In The Uae, Emmah Ncube
Influence Of Leadership Styles On Expatriate Nurses' Professional Integration In The Uae, Emmah Ncube
Walden Dissertations and Doctoral Studies
Transnational nurse migration has evoked a growing interest in the phenomenon of professional integration of expatriate nurses into their host societies. Despite research connecting employee and organizational outcomes such as job satisfaction and organizational citizenship behavior to the quality of leadership styles, there remains a lack of research linking professional integration of expatriate nurses to nurse leadership styles in the United Arab Emirates (UAE). The purpose of this grounded theory study was to develop a theory that would explain how nurse leadership styles and behaviors impacted the professional integration of expatriate nurses into the multicultural work environment of the UAE. …
Divorcing Couples' Experience With Child Custody Mediation And Litigation, Jessica Leonard Anderson
Divorcing Couples' Experience With Child Custody Mediation And Litigation, Jessica Leonard Anderson
Walden Dissertations and Doctoral Studies
Couples who divorce are likely to experience increased levels of psychological distress, decreased levels of happiness, and increased levels of depression. To reduce these negative effects, litigators use mediation to resolve disagreements including child custody disputes. The purpose of this quantitative study was to compare divorcing parents' depression and satisfaction with the process after the use of mediation or litigation. Wexler's theory of therapeutic jurisprudence provided the theoretical framework. Data was collected from 170 participants who were recruited using convenience sampling through Facebook. Participants voluntarily completed a survey which included a researcher developed questionnaire, the Acrimony Scale, the Nonacceptance of …
Policing The Mentally Ill In Coronado, Ca, Jennifer Susan Ayres
Policing The Mentally Ill In Coronado, Ca, Jennifer Susan Ayres
Walden Dissertations and Doctoral Studies
The growing number of individuals suffering from mental illnesses and their inability to access intervention methods has adverse effects on the criminal justice system. These impairments increase the likelihood that police officers will have negative attitudes about persons with mental illnesses. This study sought to understand whether police officers' empathy, education, experience outside of work as well as on the job, and officers' training in the field of mental health all related to police officers' attitudes relating to persons with mental illness. The purpose of this study was to expand the body of knowledge and determine how factors such as …
Impact Of Adverse Childhood Experiences On Maternal Health And Birth Weight In Appalachia, Kristen Baker Dickerson
Impact Of Adverse Childhood Experiences On Maternal Health And Birth Weight In Appalachia, Kristen Baker Dickerson
Walden Dissertations and Doctoral Studies
Adverse birth outcomes and adverse childhood experiences (ACE) are concerns in the United States, with potential to impact health indices now and in the future. The purpose of this study was to quantitatively examine the association between maternal exposure to ACE, low birth weight, and county of residence in the Appalachian population using the Life Course Approach as the theoretical framework. A cross-sectional study design and clustering strategy was used to randomly select potential respondents from a data set that was provided by Ohio Department of Health. Self-administered questionnaires were sent to potential respondents to collect information about ACE in …
Home Care Factors Associated With Hospital Readmission Of Psychiatric Patients, Ashley Renee Payne
Home Care Factors Associated With Hospital Readmission Of Psychiatric Patients, Ashley Renee Payne
Walden Dissertations and Doctoral Studies
There has been inadequate attention to the aftercare of psychiatric patients, resulting in an increase in readmission rates plus longer hospital stays. There is a gap in the aftercare for psychiatric patients; The purpose of this qualitative retrospective study is to explore what may have contributed to readmission for psychiatric patients. The biopsychosocial model was used as the theoretical framework to support the direction of the research. The health belief model and transtheoretical model of change were used to further support for biopsychosocial model. The research questions were created to determine the influences on readmission, psychological well-being, explore the adaptation …
Teacher And Student Variables Affecting Special Education Evaluation And Referral, Lorenzo Adrian Woodson
Teacher And Student Variables Affecting Special Education Evaluation And Referral, Lorenzo Adrian Woodson
Walden Dissertations and Doctoral Studies
Past research has revealed that African American/Black boys are referred for special education evaluation at disproportionately higher rates than boys of other racial/ethnic groups. This correlational study used survey methodology to examine whether student and teacher demographic variables predicted how likely a teacher would refer boy students for special education evaluation. The following questions guided this research: 1) To what degree does student race/ethnicity, teacher gender, teacher race/ethnicity, and teacher attitude toward inclusion predict how likely a teacher would refer boys' to special education after controlling for teacher's years of experience in general and special education? 2) What are the …
Mentoring Black Males: Discovering Leadership Strategies That Improve Their Future, Jessie Small
Mentoring Black Males: Discovering Leadership Strategies That Improve Their Future, Jessie Small
Walden Dissertations and Doctoral Studies
Within the last 25 years, Black males have experienced systematically devastating results in social, educational, and economic outcomes at a higher rate than any other racial or ethnic group; devastation that has led to Black males experiencing failure on educational, economic, and freedom levels. The purpose of this study was to identify and examine the leadership strategies used in a selected mentoring program in the southeastern United States to determine why these strategies have been effective in improving Black males' ability to navigate life's challenges. The conceptual framework for the study was House's path-goal theory of leadership. The research questions …
The Gap Between Engineering Education And Postgraduate Preparedness, Abdulla Farah Warsame
The Gap Between Engineering Education And Postgraduate Preparedness, Abdulla Farah Warsame
Walden Dissertations and Doctoral Studies
Engineering students entering the workforce often struggle to meet the competency expectations of their employers. Guided by constructivist theory, the purpose of this case study was to understand engineers' experiences of engineering education, deficiencies in practical skills, and the self-learning methods they employed to advance their technical and professional competencies. Working engineers were asked about their experiences overcoming practical skill deficiencies and bridging the gap between education and practice. Interviews with 15 chemical, civil, mechanical, and electrical engineers were analyzed by coding for common statements and identifying themes. Firsthand experiences of the participants captured 3 themes: overall perceptions of engineering …
From Combat Veterans To Criminals: Posttraumatic Stress Disorder And Criminal Justice Involvement, Jolene M. Van Nevel
From Combat Veterans To Criminals: Posttraumatic Stress Disorder And Criminal Justice Involvement, Jolene M. Van Nevel
Walden Dissertations and Doctoral Studies
Posttraumatic stress disorder (PTSD) is currently known as the silent killer among combat veterans who have served in Operation Iraqi Freedom, Operation Enduring Freedom, and Operation New Dawn. Many combat veterans do not know or understand that they may be suffering from mental illness/disorders such as PTSD and turn to maladaptive behavior, resulting in criminal justice involvement (CJI). The goal of this study was to assess a relationship between PTSD and CJI among combat veterans. This study used cognitive behavior theory to understand the relationship between PTSD, CJI, and combat. This study used a predictive correlational design and statistical analysis …
Crime Reduction Strategies Of Florida Sheriff's Offices Related To Residential Burglaries, Jack Armstrong
Crime Reduction Strategies Of Florida Sheriff's Offices Related To Residential Burglaries, Jack Armstrong
Walden Dissertations and Doctoral Studies
In Florida, the law enforcement response to burglaries is estimated to cost $1.3 billion, yet little is understood about whether specific types of enforcement and investigation strategies have an impact on reducing the incidence of burglary. Using Cohen and Felson's concept of guardianship as part of routine activities theory as the foundation, the purpose of this quantitative cross-sectional study was to examine whether any or all crime reduction strategies (community policing, intelligence led policing, Compare Statistics policing, traditional policing, hot spot policing, and evidence based policing) when combined with urbanity, household income, the sworn officers per 1000 population are statistically …
Barriers To Preventive Healthcare For Immigrants In Michigan, Sondos Ghazi Al-Hachim
Barriers To Preventive Healthcare For Immigrants In Michigan, Sondos Ghazi Al-Hachim
Walden Dissertations and Doctoral Studies
The Affordable Care Act expanded insurance coverage to the general population; however, expanding insurance coverage to immigrants might not be sufficient to improve utilization of annual physical preventive exams. This study evaluated adult Michigan immigrants' individual demographics, perceptions, and behaviors, as well as the collective cultural and system characteristics that might act as barriers to the utilization of annual physical preventive exams. Ken Wilber's integral operating system model for medicine conceptual framework was used to create a comprehensive map of factors and bring more clarity and understanding to the barriers to annual physical preventive exam. The quantitative survey was the …
Recovery-Oriented Care In A Psychiatric Health Setting, Renita Denise Hargrow
Recovery-Oriented Care In A Psychiatric Health Setting, Renita Denise Hargrow
Walden Dissertations and Doctoral Studies
Psychiatric recovery-oriented care is aimed at improving patients' quality of care while increasing the efficiency of health care providers. Despite the benefits of recovery-oriented care, this approach is often lacking in health care settings. The purpose of this project was to implement a recovery-oriented training on psychoeducational groups on a 26-bed psychiatric unit. The Iowa model of evidence-based practice and adult learning theory provided the framework for the project. The objectives were to (a) assess training needs, (b) evaluate barriers for recovery-oriented psychiatric nursing, (c) develop strategies to address barriers, (d) train staff in psychoeducational approaches, and (e) evaluate the …
Implementation Of A Standardized Multifactorial Fall Prevention Program In A Rehabilitation Facility, Shanetta Monique Ancrum-Lee
Implementation Of A Standardized Multifactorial Fall Prevention Program In A Rehabilitation Facility, Shanetta Monique Ancrum-Lee
Walden Dissertations and Doctoral Studies
One and a half million people are currently living in residential care facilities; as the baby boomer generation ages, this number will increase to 3 million. Approximately 3 out of 4 residents of these facilities fall each year, and 10% to 20% of those falls result in serious injuries such as fractures, disability, and a decreased quality of living. The BOUNCE Back fall initiative is a multifactorial program that uses a systematic approach starting on admission and to re-evaluate a resident following a fall. Nursing and therapy uses the Morse Fall Scale and the Elderly Mobility Scale to assess and …
Employee Turnover In The Long-Term Care Industry, Olalya Ayanna Bryant
Employee Turnover In The Long-Term Care Industry, Olalya Ayanna Bryant
Walden Dissertations and Doctoral Studies
Employee turnover costs long-term care facilities billions of dollars on an annual basis. The purpose of this correlational study was to examine the relationships between employee turnover intention of certified nursing assistants (CNAs) in the long-term care industry and employee compensation, engagement, job satisfaction, motivation, and work environment. The predictor variables were employee compensation, engagement, job satisfaction, motivation, and work environment. The criterion variable was employee turnover intention. The population of interest consisted of CNAs who were residents of Florida, over the age of 18 years, and employed in the long-term care industry. The theoretical framework that grounded this study …
A Grounded Theory Of The Factors Affecting Employee Vision Inspiration, Luis Luarca
A Grounded Theory Of The Factors Affecting Employee Vision Inspiration, Luis Luarca
Walden Dissertations and Doctoral Studies
Inspired, motivated employees are essential to organizational success. Research findings indicate a strong relationship between vision, leader charisma, organizational factors, and the extent to which employees feel motivated to achieve organizational goals based on the vision, known as employee vision inspiration (EVI). However, little is known about how employees personalize organizational visions and why this affects their performance. The purpose of this qualitative study was to explore in-depth the organizational and employee-related factors that affect EVI using the constant comparative method and grounded theory methodology, and how EVI manifests itself in employee behaviors directed toward the achievement of a company's …
Motivation Of African American Students To Persevere Academically, Stephen C. Anyaka
Motivation Of African American Students To Persevere Academically, Stephen C. Anyaka
Walden Dissertations and Doctoral Studies
African American high school students face considerable personal and circumstantial challenges such as poverty, living in high crime neighborhoods, a lack of positive role models, low socioeconomic status, and social inequity in their efforts to achieve academic success. Finding solutions for persistent academic underperformance and closing the achievement disparity gap for minority children are challenging. This generic qualitative study examined the motivations of high-achieving African American high school students to persevere and achieve academic success despite their personal and circumstantial challenges. Social cognitive theory framed the study. Semistructured interview data were collected from 10 high achieving African American high school …
Exploring The Strategies To Implement A Sustainable Energy Program In Hong Kong Public Hospitals, Terry Ting
Exploring The Strategies To Implement A Sustainable Energy Program In Hong Kong Public Hospitals, Terry Ting
Walden Dissertations and Doctoral Studies
Healthcare is one of the most energy-intensive industries because of its 24 hour-a-day and 7-days-a-week operation model. Climate change, due to environmental pollution, has increased the incidence of respiratory disease, cardiovascular disease, and cancer, which further overload the financial burden of our healthcare system. The National Health Service Sustainable Development Unit suggested that a sustainable healthcare sector also requires using their resources in an efficient and responsible way. Hong Kong public hospitals are facing this problem along with high energy expenditure. The purpose of this qualitative, multiple site case study was to explore strategies for Hong Kong's public hospital leaders …
Performance Improvement Data And Staff Responsibility, Tabitha Anne Bentley
Performance Improvement Data And Staff Responsibility, Tabitha Anne Bentley
Walden Dissertations and Doctoral Studies
Improving the role the nurse plays in health care delivery should be embodied in the performance improvement initiatives to successfully improve the quality of care that is delivered. The purpose of this evidence-based practice project was to collect performance improvement data and present it to staff who, in turn, used the information to improve practice and influence patient safety outcomes. The practice-focused question addressed what would occur if a tool that allowed frequent data trending was used to measure effectiveness of care and thereby influence key outcome measures. Duffy's quality caring model provided a framework for the study to support …
Improving Seasonal Influenza Vaccine Uptake Among Health Care Workers, Debra Gray
Improving Seasonal Influenza Vaccine Uptake Among Health Care Workers, Debra Gray
Walden Dissertations and Doctoral Studies
Yearly influenza (flu) immunization rates for hospital healthcare workers (HCW) continue to be lower than those suggested by the Centers for Disease Control and the World Health Organization. Vaccination is considered a valuable step in the process to protect patients against influenza infection. The goal of Healthy People 2020, and most hospital administrators, is that 90% of HCWs are being immunized. The objectives for this systematic literature review were to identify best practice recommendations for improving the vaccine rate among HCWs. The Cochrane methodology framed this systematic review, and Fineout-Overholt's and Melnyk's levels of evidence were used to evaluate the …
Stress And Marital Satisfaction Of Parents With Children With Fragile X Syndrome, Jacqueline Del Fierro Avila
Stress And Marital Satisfaction Of Parents With Children With Fragile X Syndrome, Jacqueline Del Fierro Avila
Walden Dissertations and Doctoral Studies
Raising a child with a pervasive developmental disorder (PDD), particularly that of Fragile X Syndrome (FXS), is challenging, as it comes with parental stressors for both mothers and fathers. Research on these stressors has been limited to only the stressors that mothers of children with a PDD experience and has failed to thoroughly examine the experiences and stressors of fathers of children with a PDD, particularly that of FXS. Using Hill's ABC-X family stress theory, this quantitative research study investigated the effects of marital satisfaction due to the amount of shared childcare responsibilities and parental stress among the mothers and …
The Development And Validation Of A Novice Nurse Decision-Making Skills Education Curriculum, Joanne Stephanie Simmons
The Development And Validation Of A Novice Nurse Decision-Making Skills Education Curriculum, Joanne Stephanie Simmons
Walden Dissertations and Doctoral Studies
Novice nurses (NNs) are entering critical care environments with limited knowledge, skills, and decision-making expertise. They are expected to care for complex patients in a dynamic healthcare setting. The research question for this project examined whether NNs improve their knowledge and skills by participating in a nursing decision-making skills curriculum. The purpose of the project was to develop and validate a nursing decision-making skills education curriculum working in an intermediate critical care unit. Taba's instructional theoretical model was used to guide the new curriculum development along with current evidence based practice found in the current literature. Scaffolding approach theory encouraged …
Examining The Role Of Emotional Intelligence In The Work And Life Balance Of Foster Care Workers, Pamela Applewhite Applewhite
Examining The Role Of Emotional Intelligence In The Work And Life Balance Of Foster Care Workers, Pamela Applewhite Applewhite
Walden Dissertations and Doctoral Studies
Foster care workers are an important part of the social service system, as they are the first line of support for children without families or who have been subjected to tragic events leading to their need for foster care. Foster care workers often experience work-life boundary issues due to the emotional nature of their work. The purpose of this quantitative study was to examine the relationship between (a) emotional intelligence and absenteeism and (b) emotional intelligence and work-life balance with foster care workers. Data was collected from foster care workers in the state of South Carolina employed with the Department …
Lived Experiences Of Same Sex Attracted Men With Competing Spiritual And Sexual Identities, Robert Hedge
Lived Experiences Of Same Sex Attracted Men With Competing Spiritual And Sexual Identities, Robert Hedge
Walden Dissertations and Doctoral Studies
This study focused on understanding the lived experiences of men from a conservative Christian background who had disidentified as gay and subordinated their sexual identity to their spiritual identity. The study was intended to create understanding of the social, cultural, and valuative frameworks that informed and guided their attempts at resolving the conflict between spiritual and sexual identity. The study included three research questions: What are the emergent core themes associated with competing spiritual and sexual identities? How has the response of their faith community affected their struggle? How has the response of the gay community affected their struggle? Through …
Appraisal Of Nonpharmacological Chronic Pain Management, Yvonne Larue Anthony
Appraisal Of Nonpharmacological Chronic Pain Management, Yvonne Larue Anthony
Walden Dissertations and Doctoral Studies
Chronic pain is a condition that impacts millions of men and women around the globe. It is a compelling disease that particularly impacts quality of life (QOL) for many veterans with undertreated or untreated pain. The focus of this systematic literature review was the appraisal of articles and clinical practice guidelines to better understand best-practice nonpharmacological strategies for management of chronic pain. Key words used in the literature search included chronic pain and veterans, complementary alternative medicine (yoga, tai chi, music therapy, acupuncture, and massage), and cognitive behavioral therapy (CBT). The articles included in the review were limited to those …
Human Resource Strategies For Improving Organizational Performance To Reduce Medical Errors, Dr. Mary Ellen Taylor-Hyde
Human Resource Strategies For Improving Organizational Performance To Reduce Medical Errors, Dr. Mary Ellen Taylor-Hyde
Walden Dissertations and Doctoral Studies
Preventable medical errors are the third leading cause of death in the United States. Healthcare leaders must consistently promote the delivery of quality and safe care of patients to reduce unnecessary errors and prevent harm. The purpose of this case study was to explore human resource strategies for improving organizational performance to reduce medical errors. The study included face-to-face interviews with 5 healthcare clinical managers who work within a multifaceted health system in the Midwestern region of the United States. Complex adaptive systems theory was used to frame this study. Interview notes, publicly available documents, and audio recordings were transcribed …