Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 2 of 2
Full-Text Articles in Education
Measuring Employee Job Satisfaction During Workplace Downsizing, Trina Sanders
Measuring Employee Job Satisfaction During Workplace Downsizing, Trina Sanders
Theses and Dissertations
This applied dissertation was designed to examine the effects of workplace downsizing on employee job satisfaction among men and women and employees of different age groups. Results from an employee survey conducted annually by the organizational site indicated that employees had high stress levels, low employee satisfaction and morale, negative attitudes, and a lack of trust of leadership following employee downsizing at the company. The purpose of this quantitative study was to examine the effects of workplace downsizing on employee job satisfaction to determine any differences by gender or age group.
The study utilized a quantitative, descriptive, comparative methodology using …
Exploring Factors Related To Customer Service Representatives’ (Csrs) Performance In Call Centers., Ruth R. Jayson-Polk
Exploring Factors Related To Customer Service Representatives’ (Csrs) Performance In Call Centers., Ruth R. Jayson-Polk
Theses and Dissertations
This study provides critical research on individual change and its impact on individual performance using the ADKAR change management model. This applied dissertation was designed to research improvement in call monitoring performance scores between two groups of customer service representatives’ (CSRs): the experimental group receiving the ADKAR change management intervention, and the control group, who did not receive the ADKAR change management intervention. The ADKAR change management model (Hiatt, 2006) provided the theoretical framework for the study.
The literature review revealed that change management is a critical component of organizational change but is driven by individual change. The literature informs …