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Full-Text Articles in Business
Strategies To Retain Call Center Employees, Michele Boston
Strategies To Retain Call Center Employees, Michele Boston
Walden Dissertations and Doctoral Studies
Call center executives who lack effective strategies to retain employees face a disruption in service, employee performance and productivity, as well as an increase in operational expenses. Ineffective retention strategies can negatively impact call centers by increasing cost, decreasing talent quality and loss of the customer experience. Grounded in Herzberg’s motivator-hygiene theory, the purpose of this multiple case study was to explore employee retention strategies that call center executives use to maintain employees within their organizations. Data were collected from semistructured interviews, company documents, and physical artifacts. The interview participants comprised five call center executives, managers, or team leaders in …
Servant Leadership And Job Satisfaction As Moderated By Workplace Spirituality, Shellie Kae Mcnabb
Servant Leadership And Job Satisfaction As Moderated By Workplace Spirituality, Shellie Kae Mcnabb
Walden Dissertations and Doctoral Studies
Job satisfaction has been the focus of scholars for decades. Employers must create a workplace where the employee receives more than a paycheck. Servant leaders speak directly to the decisive leader-follower relationship. Workplace spirituality is a place where the employee is a valued part of the membership. Combining the three elements may answer the current problem of the aligning of business goals with employee needs. Existing research supports that servant leadership enhances job satisfaction. Researchers have demonstrated that the employee lead by example is more content. Missing are the contexts where these workers excel. The purpose of this study was …
Leadership Strategies To Retain Key Employees, Keith Reginald Stafford
Leadership Strategies To Retain Key Employees, Keith Reginald Stafford
Walden Dissertations and Doctoral Studies
Retention of key employees protects a firm's investment in its human resources. Employee retention is an issue in the insurance sector, particularly among sales employees. The purpose of this descriptive study was to explore leadership strategies used by insurance sales managers to retain key employees. Herzberg's dual factor theory and Adams's equity theory were used to explore insurance sales managers' insights into leadership strategies. Semistructured interviews were conducted with 15 insurance sales managers in southern California to elicit the strategies they used to maintain their key salespeople. Data were analyzed using the modified Van Kaam method. Seven themes emerged from …