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


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
Source TypeDissertation
SubjectsManagement; Experimental psychology; Occupational psychology
Publication Number3403227

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