Business Commons^™

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 …

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 …

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 …

Strategies Used To Retain Talent In The Insurance Industry, Jamie Edward King

Walden Dissertations and Doctoral Studies

Employee engagement levels are critical to organizations that desire to retain a workforce

that innovates, produces positive results, and stays committed to the organization. The

purpose of this single case study was to explore employee engagement strategies used by

business leaders to retain talent. The conceptual framework that guided this study was

Deci's self-determination theory. Data collection occurred through semistructured

interviews with four participants within the insurance industry having three or more years

of management experience and having a positive reputation for engaging employees. The

participating company is located in central Indiana. Participants answered 10 open-ended

questions related to employee …

Health Care Leaders' Strategies To Improve Nurse Retention, Steve Brooks

Walden Dissertations and Doctoral Studies

Registered nurse (RN) turnover is a significant threat to organizational performance and profitability. Nurse turnover impacts business practices by disrupting staffing and patient care. The inability of health care leaders to retain RNs in their organizations results in problems such as increased personnel costs and productivity loss. Grounded by Burns's transformational leadership theory, the purpose of this single case study was to explore strategies health care leaders used to improve RN retention. Health care leaders from Brooklyn, New York who implemented RN retention strategies in their organization comprised the population for the study. Data were collected through face-to-face semistructured interviews …

Relationship Between Leadership Styles, Emotional Intelligence, And Project Manager Performance, Mojgan Seyedsafi

Walden Dissertations and Doctoral Studies

Project success rate declined from 62% in 2012 to 60% in 2015 despite advances in methods and tools. Project managers need emotional intelligence and leadership style to reduce the risk of project failure. Successful projects are assets to the organization and to the whole community. The purpose of this correlational study was to examine the relationship between transformational leadership, transactional leadership, passive avoidance leadership, emotional intelligence, and project manager performance. Project managers from different industries in the states of Virginia and Maryland, and the District of Columbia were administered the Multifactor Leadership Questionnaire, Self-Report of Emotional Intelligence, and Behaviorally Anchored …

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 …

Small To Medium Sized Enterprise Sustainability Through Green Supply Chain Management, Leslie Jones

Walden Dissertations and Doctoral Studies

Small to medium sized enterprises (SMEs) make up between 95%-99% of private businesses worldwide, employ 60%-70% of the workforce in most countries and generate 33% of the GDP. SMEs account for a high percentage of the world's pollution because of the significant numbers of SMEs, and their accumulative impact. The purpose of this multiple case study was to explore strategies SME supply chain leaders used to implement green supply chain management (GSCM) policies that increase productivity and decrease losses. The origin of GSCM originates from the research of Ayres and Kneese. A purposeful sample of 3 SME construction companies was …

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

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 …

Proactive It Incident Prevention: Using Data Analytics To Reduce Service Interruptions, Mark G. Malley

Walden Dissertations and Doctoral Studies

The cost of resolving user requests for IT assistance rises annually. Researchers have demonstrated that data warehouse analytic techniques can improve service, but they have not established the benefit of using global organizational data to reduce reported IT incidents. The purpose of this quantitative, quasi-experimental study was to examine the extent to which IT staff use of organizational knowledge generated from data warehouse analytical measures reduces the number of IT incidents over a 30-day period, as reported by global users of IT within an international pharmaceutical company headquartered in Germany. Organizational learning theory was used to approach the theorized relationship …

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 …

How Improved Training Strategies Can Benefit Taxpayers Using Vita Programs, Jaclyn Marie Barkow

Walden Dissertations and Doctoral Studies

Many volunteer income tax assistance (VITA) sites experience inaccuracy in the taxes prepared according to audits conducted by the treasury inspector general for tax administration (TIGTA). Effective training strategies may influence the accuracy rates of tax returns prepared at VITA sites. Following the conceptual framework of the human capital theory, this multiple case study described the training strategies used by 4 VITA site coordinators in northwest Indiana. An Internal Revenue Service (IRS) representative overseeing the VITA sites identified the 4 site coordinators as achieving an exceptional accuracy rating. Data were collected from semistructured interviews, the annual VITA site coordinator's manual …

Sustainability And Social Responsibility In Small Food Enterprises: Barriers And Enablers, Aurora Dawn Reinke

Walden Dissertations and Doctoral Studies

Small to medium enterprises (SMEs) in the food industry contend with a variety of corporate sustainability and social responsibility (CSSR) issues, ranging from the environmental impact of food waste to human health concerns about specific ingredients and production methods. In this qualitative multicase study, based on the conceptual frameworks of strategic development, stakeholder management, and institutional theory, I explored barriers and enablers for Washington, DC-based food SMEs as they proactively addressed CSSR issues. I interviewed five SME owner-managers. The transcripts were then coded and analyzed. Three themes emerged. Strategic development tended to be ad hoc and experimental, but with equal …

Leadership Strategies And Employee Performance Within Small Business, Letica Carla Sellers

Walden Dissertations and Doctoral Studies

The survival of the small business industry is important to the United Sates workforce and economy. The purpose of this multiple case study was to explore leadership strategies of 2 small business managers in a manufacturing setting who had a demonstrable record of improving employee performance to meet organizational goals. The conceptual framework for this study was Burns and Bass's transformational leadership theory. The small business managers were from 2 small manufacturing plants in the coastal plains region of South Carolina. Data were collected from semistructured interviews, archival documents, and observations of the managers during their daily activities. Data analysis …

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 …

Reducing Technology Costs For Small Real Estate Businesses Using Cloud And Mobility, Linda Anne-Marie Mcintosh

Walden Dissertations and Doctoral Studies

Increased client accessibility strategies, awareness of technology cost, and factors of third-party data security capabilities are elements small real estate business (SREB) owners need to know before adopting cloud and mobility technology. The purpose of this multiple case study was to explore the strategies SREB owners use to implement cloud and mobility products to reduce their technology costs. The target population consisted of 3 SREB owners who had experience implementing cloud and mobility products in their businesses in the state of Texas. The conceptual framework of this research study was the technology acceptance model theory. Semistructured interviews were conducted and …

New Teacher Mentees' Perceptions Of Mentorship As An Assimilation Strategy, Konstance Laverne Grimble

Walden Dissertations and Doctoral Studies

Attrition among new teachers with fewer than 5 years of experience was high in an urban high school in Texas. The high attrition rate is a problem for students, because high teacher turnover can result in teachers with low expertise. In this study, the conceptual framework used was Hord's professional learning community (PLC) model, which emphasizes trust and a utilization of a cycle of inquiry among colleagues to prepare lessons and assessments that affect student achievement. The purpose of this study was to determine new high school teachers' perceptions of assimilation techniques used by their mentors in the new teacher …

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 …

Strategies Used By Manufacturing Hiring Managers To Recruit Skilled Workers, Cheryl Founchious Brown

Walden Dissertations and Doctoral Studies

Leaders in manufacturing industries are increasingly concerned with the lack of skills among applicants, emphasizing the gap that exists between employer expectations and skills of employees entering the workforce. Developing successful recruitment strategies is critical for hiring managers seeking to hire skilled workers. The purpose of this qualitative single case study was to explore successful strategies hiring managers used to recruit skilled production workers at a manufacturing company in Southeastern South Carolina. The human capital theory, which represents the knowledge individuals provide to enhance productivity, was the conceptual framework. Data were collected from face-to-face interviews with 3 hiring managers and …

Strategies For Maximizing Revenue Collection In Public Water Utility Companies, Nicholas Gracious Namaliya

Walden Dissertations and Doctoral Studies

Africa has a high rate of revenue under-collection in public water utility companies. This rate currently averages 20-50%, and the rate is 18% for Malawi alone. The purpose of this single-case study was to explore credible business strategies senior managers of water utilities use to address inefficiencies in collecting water fee revenues. The conceptual framework for this study was revenue management, which includes strategic constructs for increasing amounts of revenue collection. The target population for this study was 5 senior managers of a public water utility in Malawi, which is located in the southeastern part of Africa. Data collection included …

Building Consensus Among General Counsel To Address Managerial Legal Strategy Perspectives, Evan Andrew Peterson

Walden Dissertations and Doctoral Studies

The research problem for this study focused on organizations' inability to derive strategic value from the law due to the lack of integration between legal strategy and business strategy. The purpose of this study was to build consensus among in-house general counsel working across business industries in the United States with regard to techniques that will alter unreceptive managerial viewpoints toward the strategic value of law within the corporate setting. The research question centered on assessing the level of consensus among general counsel relative to those techniques. This 3-round qualitative Delphi study began with open-ended questions in Round 1 and …

Impact Of Emergency Department Patient Flow Model And Triage Level On Patient Wait Times, Joann Lynn Featherstone

Walden Dissertations and Doctoral Studies

Some hospital emergency departments (EDs) are negatively affected by extended patient wait times, resulting in reduced hospital profitability. Therefore, it is critical hospital leaders understand factors impacting ED average patient wait times. Grounded in the business process improvement theoretical framework, the purpose of this causal comparative study was to examine the impact of an ED rapid evaluation unit (REU) patient flow model and emergency severity index (ESI) on average weekly patient wait times. Data collection comprised a census of 26 archival data records pre and postimplementation of an ED REU patient flow model from a hospital ED in Upstate New …

Effects Of Authentic Leadership Style And Nurse Engagement On Patient Satisfaction, Kimberly Dawn Washburn

Walden Dissertations and Doctoral Studies

Ineffective leadership and disengaged nurses reduce the quality of care and patient satisfaction in healthcare organizations. Healthcare leaders can benefit from understanding the factors that improve leadership ability and nurse engagement to improve healthcare outcomes. The purpose of this correlational study was to examine the relationship between the demonstration of authentic leadership characteristics and nurse engagement. The study's population comprised acute care registered nurses in a rural hospital in central Washington State. Authentic leadership theory and engagement theory constituted the theoretical framework. Independent variables were the 4 constructs of authentic leadership theory, self-awareness, balanced information processing, relational transparency, and internalized …

Internal Controls: Identifying Control Elements And Implementation Dynamics Facing Retail Companies., Ike Chima Iwejor

Walden Dissertations and Doctoral Studies

Retail company managers face challenges that include how to protect their companies from theft, embezzlement, and fraud. Retail companies lose up to 5% of their revenue to frauds annually. However, in most cases, managers' understanding, design, and implementation of strong internal control systems could minimize the problem. The purpose of this case study was to explore strategies managers used to strengthen internal control. The purposive sample included 5 experienced company managers from large and medium-size retail companies in Virginia. The conceptual framework consisted of the treadway committee of sponsoring organizations model and the criteria of control. Participant interviews, document reviews, …

Corporate Governance And The Shareholder: Asymmetry, Confidence, And Decision-Making, John Buchanan

Walden Dissertations and Doctoral Studies

In the decade following the ten-plus percent stockmarket collapse of 2000, regulators enacted a myriad of regulations in response to increasing angst experienced by U.S. capital market retail investors. Systemic asymmetric disclosures have fractured investor confidence prompting many commentators to characterize the relationship between Wall Street and the investment community on main street as dire. Though copious works exist on the phenomenon of corporate behaviors, especially matters of shareholder welfare, weak boards, pervious governance mechanisms, and managerial excess, current literature has revealed a dearth in corporate governance praxis specific to the question and effects of asymmetric disseminations and its principal …

Crowdfunding As A Financing Resource For Small Businesses, Melissa Cohen

Walden Dissertations and Doctoral Studies

Although small businesses borrowed $1 trillion in 2013 from traditional lenders, 35% of small business owners were unable to obtain adequate financing and subsequently sought alternative sources such as crowdfunding. Guided by the pecking order theory, the purpose of this exploratory case study was to explore how 6 small business owners in Tennessee successfully used crowdfunding to start, grow, or sustain their businesses. Data were collected from semistructured interviews and a review of crowdfunding project data on the internet platform including the project description, target goal, amount achieved, number of backers, and locations of the funders. Data were inductively analyzed, …

The Effects Of Organizational Restructuring And Acceptance Of Change On Employees' Motivation, Eve Maria Fleming

Walden Dissertations and Doctoral Studies

Numerous internal and external factors drive decisions to undertake organizational restructuring; according to senior management, restructuring is part of a strategic change. The purpose of this qualitative, exploratory, case study was to examine the effects of organizational restructuring on university employees' behavior towards restructuring and change in the effectiveness of the institution. The conceptual framework drew on the social change theory, a primary triad model, and a congruence model for organization problems to frame the guiding questions: how does restructuring impact employees' motivation and acceptance of change and how does the employees' acceptance of change affect the institution's effectiveness? From …

Strategies For Retaining A Multigenerational Workforce, Laurita M. Jones

Walden Dissertations and Doctoral Studies

As organizations become more age diverse, some business leaders face challenges managing a multigenerational workforce. The purpose of this single case study was to explore strategies that leaders at a university in Northwest Florida implemented to retain their age-diverse workforce. The targeted population was higher education business managers who had success with retaining an age-diverse staff. The conceptual framework of the study was Herzberg's 2-factor theory of motivation. A significant tenet of this theory is that employees explain satisfying and dissatisfying experiences based on intrinsic and extrinsic factors related to their job functions. The data collection process included face-to-face interviews …

Small Business Profitability Strategies During Retail Gentrification, Jalysa Smith

Walden Dissertations and Doctoral Studies

Small business owners can suffer fluctuations in profitability during the entrance of big box stores within their neighborhood that grab market share with more recognizable brands and change the retail environment. A multiple case study was completed to explore the strategies small business owners use to stay profitable during retail gentrification, looking specifically at the neighborhoods of Adams Morgan and Congress Heights in Washington, DC. Porter's five forces and the resource-based view served as the conceptual framework for the study. Seven small business owners with over 80 years of experience in their locations provided input through semistructured interviews and identified …