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Full-Text Articles in Business
Managing Bpo Service Workers In India: Examining Hope On Performance Outcomes, Gwendolyn M. Combs, Rachel Clapp-Smith, Sucheta Nadkarni
Managing Bpo Service Workers In India: Examining Hope On Performance Outcomes, Gwendolyn M. Combs, Rachel Clapp-Smith, Sucheta Nadkarni
Department of Management: Faculty Publications
Much attention has been given to the explosion in business process outsourcing (BPO) operations in India. Little concern, however, has been paid to the performance of Indian service workers in these fast-paced and sometimes turbulent environments. Using a sample of 160 service workers from a privately held BPO firm in India, we examine the relationship between Indian service workers’ hope and their performance outcomes. Regression and structural equation model analyses indicated a significant positive relationship between Indian service workers’ levels of hope and their performance. These promising results highlight the importance of measuring and managing employee hope to maximize employee …
The Impact Of Flexibility And Capacity Allocation On The Performance Of Primary Care Practices, Liang Wang
The Impact Of Flexibility And Capacity Allocation On The Performance Of Primary Care Practices, Liang Wang
Masters Theses 1911 - February 2014
The two important metrics for any primary care practice are: (1) Timely Access and (2) Patient-physician Continuity. Timely access focuses on the ability of a patient to get access to a physician as soon as possible. Patient-physician continuity refers to building a strong or permanent relationship between a patient and a specific physician by maximizing patient visits to that physician. In the past decade, a new paradigm called advanced access or open access has been adopted by practices nationwide to encourage physician to “do today’s work today.” However, most clinics still reserve pre-scheduled appointments for long lead-time appointments due to …