The effects of quality circles on the self-esteem and organizational performance offront-line call center employees

by Garrett, Courtney T., Ph.D., CAPELLA UNIVERSITY, 2010, 130 pages; 3403227

Abstract:

This research entails a 4-week quasi-experimental study, of 81 front-line call center employees of a telecommunications company, designed to test the relationship of the 3 performance variables of average handle time (AHT), quality assurance (QA), and schedule adherence (ADR) against organization-based self-esteem (OBSE) both before and after the intervention of quality circles (QCs). The research provided no support for the first hypothesis in regards to the QC intervention providing a significant difference among the variable of OBSE and each of the three variables of performance. In addition, there was no support for the second hypothesis in regards to significant correlations among the measurement results of the variables of performance against OBSE. However, there was partial support for the second hypothesis when viewing AHT correlations with certain OBSE questions. Moreover, there were promising signs of reduced attrition during the first 2 weeks of the study. Nonetheless, due to the short timelines, the study was not entirely conclusive; however, the results are promising and thus may warrant further exploration.

AdviserStephen Lifrak
SchoolCAPELLA UNIVERSITY
Source TypeDissertation
SubjectsManagement; Experimental psychology; Occupational psychology
Publication Number3403227

About ProQuest Dissertations & Theses
With nearly 4 million records, the ProQuest Dissertations & Theses (PQDT) Global database is the most comprehensive collection of dissertations and theses in the world. It is the database of record for graduate research.

PQDT Global combines content from a range of the world's premier universities - from the Ivy League to the Russell Group. Of the nearly 4 million graduate works included in the database, ProQuest offers more than 2.5 million in full text formats. Of those, over 1.7 million are available in PDF format. More than 90,000 dissertations and theses are added to the database each year.

If you have questions, please feel free to visit the ProQuest Web site - http://www.proquest.com - or contact ProQuest Support.