Social and Behavioral Sciences Commons^™

"To Call Or Not To Call?" The Impact Of Supervisor Training On Call Center Employee Attitudes And Well-Being, Whitney Elan Schneider Vogel

Dissertations and Theses

Call center customer service occupations represent a growing proportion of the U.S. economy in the digital age. These roles are characterized by low control, high levels of emotional labor, and burnout. Turnover rates in call centers are often twice as high as in other industries. To combat these challenges, I delivered a supervisor-focused mental health training intervention targeted at improving supervisor supportive behaviors and employee outcomes. The indirect effect of supervisor training on employee outcomes related to perceived supervisor support, problem-focused coping, burnout, turnover intentions, and withdrawal behaviors were evaluated. A waitlist control design (N = 74) was used …

Linking Workplace Aggression To Employee Well-Being And Work: The Moderating Role Of Family-Supportive Supervisor Behaviors (Fssb), Nanette L. Yragui, Caitlin A. Demsky, Leslie B. Hammer, Sarah Van Dyck, Moni B. Neradilek

Psychology Faculty Publications and Presentations

Purpose: The present study examined the moderating effects of family-supportive supervisor behaviors (FSSB) on the relationship between two types of workplace aggression (i.e., patient-initiated physical aggression and coworker-initiated psychological aggression) and employee well-being and work outcomes.

Methodology: Data were obtained from a field sample of 417 healthcare workers in two psychiatric hospitals. Hypotheses were tested using moderated multiple regression analyses.

Findings: Psychiatric care providers’ perceptions of FSSB moderated the relationship between patient-initiated physical aggression and physical symptoms, exhaustion and cynicism. In addition, FSSB moderated the relationship between coworker-initiated psychological aggression and physical symptoms and turnover intentions.

Implications …

The Mediating Effects Of Lmx On The Relationship Between Supervisor And Employee Age Differences, Satisfaction, And Retirement Intentions, Amy Christine Pytlovany

Dissertations and Theses

Increasing age heterogeneity within organizations is pressing researchers to better understand the effects of a multigenerational workforce, teams, and dyads. In response to this, the present research aimed to investigate the effect of employee and supervisor age (in)congruence in relation to job and life satisfaction, as well as retirement intentions, all mediated by leader-member exchange (LMX), using a time-lagged design. Two different theoretical foundations were investigated. Based on the relational demography literature, better outcomes were expected to be associated with age similarity. Theories about implicit expectations relating age and social role guided hypotheses suggesting that beyond just similarity or difference, …

Intervention Effects On Safety Compliance And Citizenship Behaviors: Evidence From The Work, Family, And Health Study, Leslie B. Hammer, Ryan C. Johnson, Tori Laurelle Crain, Todd Bodner, Ellen Ernst Kossek, Kelly Davis, Erin L. Kelly, Orfeu M. Buxton, Georgia Karuntzos, L. Casey Chosewood, Lisa Berkman

Psychology Faculty Publications and Presentations

We tested the effects of a work-family intervention on employee reports of safety compliance and organizational citizenship behaviors in 30 health care facilities using a group-randomized trial. Based on conservation of resources theory and the work-home resources model, we hypothesized that implementing a work-family intervention aimed at increasing contextual resources via supervisor support for work and family, and employee control over work time, would lead to improved personal resources and increased employee performance on the job in the form of self-reported safety compliance and organizational citizenship behaviors. Multilevel analyses used survey data from 1,524 employees at baseline and at 6-month …

Horizontal Workplace Aggression And Coworker Social Support Related To Work-Family Conflict And Turnover Intentions, Sarah Elizabeth Van Dyck

Dissertations and Theses

Horizontal workplace aggression is a workplace stressor that can have serious negative outcomes for employees and organizations. In the current study, hierarchical regression analyses were used to investigate the hypotheses that horizontal workplace aggression has a relationship with turnover intentions, work-to-family conflict and family-to-work conflict. Coworker social support was investigated as a potential moderator in these relationships. Surveys measuring these constructs were administered to a group of 156 direct-care workers (specifically, certified nursing assistants, or CNAs) in a long-term assisted living facility corporation in the Northwestern United States. Results indicated that horizontal workplace aggression had a significant and positive relationship …

The Role Of Trust, Leader-Member Exchange, And Organizational Justice In Employee Attitudes And Behaviors: A Laboratory And Field Investigation, Rudolph Joseph Sanchez

Dissertations and Theses

The study of interpersonal relationships continues to be a major focus of theory and research in a wide array of disciplines. The present research examined one of the most prevalent and significant interpersonal relationships in the workplace context—the dyadic relationship between a supervisor and a subordinate. This research examined the relationships between trust, quality of the leader-member exchange relationship (LMX; a measure of the quality of the dyadic relationship), perceived organizational justice, and several employee attitudes and behaviors that are important to individual workers and the organizations in which they work.

Data were collected in both laboratory and field settings. …