Business Commons^™

Identifying Work-Related Factors Leading To Job Burnout: A Review Of E-Commerce Back Office Call Center Employees, Jeffrey V. Vizueta

Ed.D. Dissertations

Call centers have become a vital part of global businesses. Companies in various industries have call centers that employ millions of agents to serve as the primary customer-facing channel. The purpose of this study is to identify the factors leading to employee job burnout in a telecommunications company in order to determine ways to retain valuable employees and to assist them in developing a better work‒life balance. Several survey instruments were utilized to evaluate employees in an e-commerce backoffice call center in the United States. Data analysis provided some expected results in terms of measuring burnout. It also provided some …

Training Creative Teams, Geoff G. Zoeckler Jr

Creativity and Change Leadership Graduate Student Master's Projects

This master’s project presents creative principles, frameworks, materials, and online methodologies for the development of a new or updated training program within a team environment. Inspiration for the project was sourced from creativity research papers, publicly available training guides, popular business books, and my personal experience co-leading the Global Citizen Leadership program in partnership with the Center for Creative Leadership at two universities in India. The tools and materials shared throughout the project were focused towards the personal development of facilitation and core skills for the 55 person staff at SEEK Company. Creativity principles of autonomy, team resource, and …

Risk Propensity And The Aviator Shortage, Timothy S. Seales

Honors Theses

This is an exploratory research study of the possible similarities in risk propensity between aviators and potential aviators and to determine the feasibility of using focused marketing strategies to increase the number of annually issued pilot certificates. This exploratory research was chosen for its significance in that there is a steady decline in the number of pilot certificates being issued annually (Blair, 2012), and there is also a dramatic increase in the number of airline pilots reaching the mandatory retirement age of 65 (Cary, 2012). The result of these two combined circumstances may cause an acute aviator shortage in the …

Online Communities Of Practice In The Contact Center Environment: Factors That Influence Participation, Jimmie Ray Black Jr.

Dissertations

Knowledge is a critical element of competitive advantage. More specifically, tribal knowledge developed by workers from on-the-job experiences is of significant value and is also one of the most difficult forms of knowledge to capture and leverage across the workforce. In an effort to capture, store, and share tribal knowledge, organizations have begun to adopt a concept of social learning known as communities of practice. However, low participation by community members in many organizations has resulted in mediocre results. This has been particularly evident in the contact center environment, which has its own unique culture and challenges. Without a solid …

Strategic Human Resources In Casino Operations: Revealing The Perceptions Of Casino Operators And Human Resource Leaders, Gary Burrus Jr.

Dissertations

The casino industry in America continues to grow. As the industry expands, the competition for revenue generation and market share increases. This requires the ability to differentiate from the competition and create competitive advantage, within a highly commoditized industry. In service of this need, capable gaming executives are necessary to design and execute the strategy required. Human resource (HR) leaders are not immune from this requirement. Human resource leaders are in an excellent position to create an HR strategy aligned with organizational strategy to capitalize on an employers’ workforce in support of differentiation and sustained competitive advantage.

Six research objectives …

The Multilingual Reality In American Business, Zachary Z. Lim

Chancellor’s Honors Program Projects

No abstract provided.

The Relationship Between Wellness Behavior Traits And Organizational Citizenship Behavior Traits, Vicki Yeager Brumfield

Dissertations

In difficult economic times a healthy employee that has consistently low absenteeism rates and who volunteers or takes on extra responsibilities at the workplace could be an asset for any business or organization. The personnel component is a significant area of expense for most businesses that includes costs related to salaries, insurance, and training. An effective and efficient employee impacts the morale, productivity, and the fiscal health of a workplace. The aim of the present study was to examine the pattern of relationships between organizational citizenship behavior and employee wellness behaviors. Data sets that consist of a combination of a …

A Model Of Hospitality Employee Engagement, Hee Jung Kang

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study focuses on employee's state-like psychological resources by investigating individual and organizational antecedents to employee engagement and valued human resource outcomes. The purpose of this study was to develop and test a theoretical model that explains the interrelationships among six constructs and to explore the mediating effects of employee engagement. Structural Equation Modeling using AMOS (18.0) statistical software was used to test the full structural model (measurement and structural model) of the hypothesized relationships among the variables with a sample of hospitality employees. The findings supported all hypothesized relationships except the direct relationship between employee engagement and turnover intention. …

Framing Identity & Change In The Experience Of Interns, Bryleigh Loughlin

Honors Theses

The definition and framing of identity in scholarly work often focuses how an individual conducts identity work in response to identity regulation in order to construct a coherent self. This study expands upon this framework by illuminating the ways that undergraduate interns frame what identity is and the consequences of their framing for their resulting identity construction (identity work). Based on in-depth qualitative interviews, this study demonstrates how participants either framed identity as a stable entity or fluid construct. This study encourages the exploration and discovery of the colloquial ways workers define and discuss identity, so that scholars can understand …

The Analysis Of The Hcs Department's Injury And Illness Prevention Program, Matthew Evers

BioResource and Agricultural Engineering

The Horticulture and Crop Science department had created their own Injury and Illness Prevention Program (IIPP) which was placed online using Cal Poly’s “PolyLearn” module. The program had just been created and generally covered some of the basic IIPP elements required by CalOSHA law, however it had various points of improvement to fulfill all IIPP regulations. It was found that the program content was not in compliance with CalOSHA laws regarding hazard inspection, training, and record keeping, but through meetings with the various department staff, these areas were brought into compliance with CalOSHA requirements, or are expected to be …

Analyzing Organizational Consulting As A Professional Practice: An Exploration Of The Theoretical And Attitudinal Assumptions, Kristina Rose Cosgrave

Communication Studies

This project (with both theoretical and applied portions) serves to enrich understanding about the vicissitudes of organizational consulting while simultaneously serving as preparation for working in this field. With such a wide spectrum of approaches and disciplines among professional consulting occupations, an important objective of this project is to explore underlying theoretical principles that generally influence the field of organizational consulting. In this project, theoretical insights from many pertinent organizational communication and persuasion concepts, especially Edgar Schein’s (1969, 1988, 2009) behavioral models of organizational consultation (purchase-of-expertise, doctor-patient, and process), are offered to accompany the professional correspondences with which they correspond. …

The State Of The Anti-Union Address: A Rhetorical Critique Of Select Service Worker Training Methods, Richard Ries

Electronic Theses and Dissertations

This is an interdisciplinary master's level thesis that explores links among technical writing, training manuals, surveillance, and anti-union rhetoric used with service workers in select American chains and franchises. Brief histories are provided, including those of technical writing, the rise of unions in America, and how technical writing became inextricably linked with labor. A major shift occurred in the 20th century when workers began interacting less with products and more with the public. The research focuses on training manuals, techniques, and rehearsed dialogues of McDonald's, Wal-Mart, Starbucks, Whole Foods, Panera, and Publix, though similar organizations are referenced. Service worker language, …

Sticky It Workers: Discovering Why Information Technology Professionals Retain Their Employers, Phillip Michael Lewis

Doctor of Business Administration (DBA)

In the current business climate and social technologies expansion era, Information Technology (IT) workers are important organization contributors that connect organizations into today’s data-driven, highly social, and always-on global economy. Thus, organizations need IT workers. Unfortunately, as a class, IT workers have developed a reputation that includes short organization tenures. However, not all IT workers suffer this stigma, some IT workers stick with one organization for a long time. Discovering why these Sticky IT workers retain their employers provides insights and direction for organization leaders and architects to help them shape their organizations into those that IT workers choose to …

Identifying The Factors That Influence Conflict Management Behavior Of Human Resource Professionals In The Workplace: An Analysis Of The Relationship Between Personality And Conflict Management Behavior, Gail Joyce Shapiro

Department of Conflict Resolution Studies Theses and Dissertations

Effective conflict management in the workplace can reduce the negative consequences of conflict. These negative outcomes can include low productivity, health-related stress, increased employee turnover, or litigation. A Human Resource (HR) professional can help mitigate these negative outcomes in the workplace when using effective conflict management behavior with employees. However, there is a void in research pertaining to HR professionals’ use of conflict management behavior.

This quantitative, correlational research study examined whether personality has an impact on assertive or cooperative conflict management behavior of HR professionals in the workplace. Statistical testing found a significant relationship between the harmonious, people-person (a …

Follow Me! Followership, Leadership And The Multigenerational Workforce, Ronald M. Johnson

HCBE Theses and Dissertations

This research was designed to develop an understanding of today's multigenerational workforce with respect to a preferred styles or characteristics of followership and leadership. Specifically this research sought to determine if there was a relationship between an individual's generational cohort and the preferred styles of leadership and followership, as measured by implicit theories of leadership and followership. Therefore, this study draws upon generational theory (Mannheim, 1952), implicit theories of leadership (Epitropaki & Martin, 2004) and implicit theories of followership (Sy, 2010). The changes in the composition of the US workforce which have occurred, and which will continue to occur in …

Effects Of Accurate And Inflated Employee Performance Self-Evaluations On Memory Accuracy, Michelle E. Miller

Undergraduate Honors Thesis Collection

Previous research has emphasized the value of carrying out performance appraisals at work. Both employers and employees can benefit from utilizing such measurement tools (Huselid, 1995). While conducting performance appraisals is critical to the success of an organization, companies must also be wary of the misinformation effect and the impact it can have on different parts of an appraisal, especially an employee's self-evaluation. Due to the lack of existing research on the memory for self-evaluations, I designed the present study to identify the effects of both accurate and inflated self-evaluations on memories for the original event. After watching a video …

How To Score Situational Judgment Tests: A Theoretical Approach And Empirical Test, Christopher E. Whelpley

Theses and Dissertations

The purpose of this dissertation is to examine how the method used to a score situational judgment test (SJT) affects the validity of the SJT both in the presence of other predictors and as a single predictor of task performance. To this end, I compared the summed score approach of scoring SJTs with item response theory and multivariate items response theory. Using two samples and three sets of analyses, I found that the method used to score SJTs influences the validity of the test and that IRT and MIRT show promise for increasing SJT validity. However, no individual scoring method …

Pay Communication: An Overview, Scale Development, And Analysis Of Its Influence On Workplace Deviance, Shelly A. Marasi

Doctoral Dissertations

Pay communication is an important yet complex organizational practice that assists organizations in achieving their compensation systems' goals and objectives (Gely and Bierman 2003). However, the management literature has neglected the pay communication concept, resulting in a scarce and undeveloped knowledge base on pay secrecy and pay openness. Given this opportunity, this dissertation focuses on pay communication and its influence on employee behaviors.

Chapter 2 presents an overview of the pay communication literature in the management discipline. A broader analysis of pay secrecy practices is provided since it is the practice primarily focused on in the pay communication literature, including …

Unequal Pay: The Role Of Gender, Kathleen M. Gillespie

Honors Theses and Capstones

No abstract provided.

An Examination Of Job Analysis: Developing Interdisciplinary Strategies In Human Resource Management Facilitative Of Mitigating Propensities Of Teacher Attrition, Julio Devere

Electronic Theses and Dissertations

Despite repeated attempts by school administrators, policymakers and researchers to diagnose and correct rising occurrences of teacher turnover, there has been little change in the actual efforts to retain teachers in academy organizations. In response, this study was conducted to describe process constraints within the academy organization that are responsible for managing teacher turnover. To provide a description of current teacher retention efforts by school administrators, a survey instrument was administered to school teachers in the State of Florida. The population sample was dispersed throughout the entire state and closely reflected the demographics of Florida school teachers. The survey addressed …

A Mixed Methods Evaluation Of The Coastal Roots Program, Jenna Lachenaye

LSU Doctoral Dissertations

Few evaluation-based studies of the LSU Coastal Roots™ program have been conducted over the 14-year life of the project. Teacher participant numbers and the scope of the program have grown since its inception, changing the face and shape of the program in each manifestation. A goal free approach to a mixed methods evaluation was employed to meet the exploratory nature of the investigation and to remain open to the myriad of possibilities within the program as it exists today. The exploratory sequential design employed qualitative methods in the early stages of the project through the collection and analysis of interview …

Identifying And Quantifying Factors Affecting Injury Severity Of Young Drivers Involved In Single Vehicle Crashes Occurring Within Curves On Rural Two-Lane Roads In Louisiana, Cory Hutchinson

LSU Doctoral Dissertations

This study investigates factors affecting young driver injury levels for single vehicle crashes occurring within curves on rural two-lane roads in Louisiana. Although the number of fatal and serious injury crashes involving young drivers is declining, young drivers are still overrepresented in crashes and crashes are still the leading cause of death for young drivers. Driver injury prediction models are formulated using binary logistic regression and Bayesian Network (BN) modeling. Binary logistic regression models have commonly been used in safety studies to analyze injury levels of occupants involved in crashes over the past few decades. More recently, a few safety …

The Influence Of Selected Factors On The Science Achievement Of Eighth Grade Students In Louisiana, John Dana Gaspard

LSU Doctoral Dissertations

The primary purpose of this study is to determine the influence of selected demographic and academic factors on the science achievement among middle school students in Louisiana. The dependent variable for this study was Science achievement as measured by the Eighth Grade LEAP Test. The independent variables consisted of selected demographic characteristics and student scores on the ELA, Reading, Mathematics, and Social Studies sections of the Eighth Grade LEAP Test and their subtests. The target population of this study was Eighth Grade students in the public schools of Louisiana who were required to successfully complete the LEAP test in order …

Whites And The Active Representation Of Racial Minority Interests, Maykao Y. Hang

School of Business Student Theses and Dissertations

This study explored personal and organizational factors that contribute to White public administrators actively representing the interests of racial minority minorities. Data collection comprised of 15 semi-structured interviews. The average age was 54, and the length of service was 3-33 years. Subjects were asked about their personal background, what it means to be White, and work experiences in local county government.

Personal factors found were racial consciousness, major life events, and significant relationships with people of color. Organizational factors included a diverse and inclusive work environment, bureaucracy, legal and compliance issues, and supervisor support. Findings included that Whites did not …

Organizational Development Consulting: A Study Of Expert Consultants' Key Strategies, Mona Vosoughi

UNF Graduate Theses and Dissertations

The present study was conducted to capture the collective voice of expert organizational development consultants. Until now, very few studies have been conducted that take into account the collective voices of organizational development consultants. More specifically, the purpose of the present study is to explore and gain a deeper understanding of the approaches expert organizational development consultants use throughout their engagement with their clients in an attempt to add value to and enhance organizational capacity. To understand the process used by this distinct group of leaders, phenomenological qualitative inquiry was the methodology used to conduct this study. Data were collected …

The Influence Of Personal And Educational Demographic Factors On The Productivity Of Farmers In Selected Geographic Regions Of The Ukraine, Viacheslav L. Sereda

LSU Doctoral Dissertations

The primary purpose of this study was to determine Ukrainian farmers characteristics based on demographic information, describe their agricultural production, land ownership, best farming practices and determine factors that could influence farmers’ gross income. Of the tree Oblasts selected, a total of 250 farmers were randomly selected in two of the oblasts and 150 in the other (due to the size of the population in the smaller sample) for personal interviews by the raion specialists. Random samples were drawn from these lists using a computerized random numbers table. Survey was designed to collect necessary information. Raion specialists received one-day training …

Understanding The Impact Of Motivation On The Effectiveness Of Various Content Delivery Methods In Training Program Development: A Mixed-Methods Evaluation, Serena Lynn Fisher

LSU Doctoral Dissertations

The purpose of this study was to evaluate an online training program designed for part-time undergraduate Desk Assistants (DAs) employed by Louisiana State University’s (LSU) department of Residence Education. The evaluation of the training program included a comparison of video and lecture versions of a training program with comparable content to determine the effectiveness across a set of four outcomes: motivation during training, motivation after training, satisfaction, and learning. Additionally, this research contributed to the understanding of the impact of technology-mediated learning in training by examining factors that may differentially benefit or challenge the effectiveness of the training delivery method. …

Identifying At-Risk Students : A Study Of Freshmen And The Beginning College Survey Of Student Engagement, Amy Ponvelle Hebert

LSU Doctoral Dissertations

This study explored the usefulness of variable measures gained from the Beginning College Survey of Student Engagement (BCSSE) as a way to predict student academic performance and identify potential at-risk students. First-year GPA was used as a measure to determine at-risk status and selected BCSSE variables and institutional data were examined as predictors of student performance. The target population included all first-time freshmen at a small, regional university in the south in the fall 2010, 2011, and 2012. The accessible population for the research questions on BCSSE completion included all students who completed the BCSSE in the given years of …

Based On Teacher Perceptions, Would The Use Of Social Media Via Mobile Devices In Grades 9-12 Classrooms Increase Student Engagement In Learning Activities?, Rodney J. Johnson

LSU Doctoral Dissertations

This research study addressed teachers’ perceptions of the use of social networking via mobile devices and the impact that social media accessed via mobile devices has on the learning engagement of students in grades 9-12 in select Louisiana high schools, in a rural southern parish of the United States (Gibbs, 2012). The study examined teachers’ perceptions of whether or not the use of social media improved students’ engagement in learning activities. Some researchers assert that the use of social media and smart cell phones is both the current and future mode of communication and that educators would do well to …

Self-Direction In Adult Learning: Effect Of Locus Of Control And Program Design On Learner Motivation And Training Utility, Nicole Cannonier

LSU Doctoral Dissertations

Andragogy and self-directed learning (SDL) have long been touted as pillars of adult learning theory, but much of the existing SDL research has been predicated on adult learner assumptions that have gone largely untested. This dissertation developed a model based on adult learning and training literatures to assess the antecedents and outcomes of adults’ preference for SDL. The model was tested on a sample of 277 adults participating in job-related training through a continuing education program at a university in the southern United States. Based on social learning theory, locus of control (LOC) was proposed as a predictor of motivation …