Examining the impact of organizational and team dynamics on the implementation of AQIP team outcomes in community colleges

by Hess, James P., Ph.D., CAPELLA UNIVERSITY, 2013, 265 pages; 3591381


Job satisfaction and turnover are two of the most studied topics in organization management literature. Research finds a negative correlation between the two factors. An increase in job satisfaction can lead to decrease in voluntary turnover. Voluntary turnover is highly researched because; it affects the bottom line of organizations. Turnover has untimely expenses such as the costs incurred in recruiting replacements, interviewing, and training. The purpose of this quantitative study was to measure and compare the level of job satisfaction and turnover intent between office-based and telecommuting call center employees. Turnover intention is the employee's desire to leave the organization. Turnover intention is different than turnover because the employee is still employed, whereas turnover is the result of the employee quitting. Telecommuting is a popular telework option that benefits employees and organizations. A healthcare insurance organization agreed to allow their office-based and telecommuting call center employees to complete a survey. The Job Satisfaction Survey and Colarelli's Intent to Quit Scale were combined to gather the job satisfaction and turnover intent data. The results of the survey identified that there was not a significant difference between the level of job satisfaction for office-based and telecommuting employees. However, there was a difference between the turnover intent in office-based and telecommuting employees. The study also identified a negative correlation between job satisfaction and turnover intention for office-based employees. However, a positive correlation between the two factors for telecommuters. This research provided this organization with information to evaluate their telecommuting strategy.

AdviserLinda J. Terry
Source TypeDissertation
SubjectsCommunity college education; Higher education administration; Management
Publication Number3591381

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