Results from organizational development interventions in a technology call center
✍ Scribed by Michael Workman
- Publisher
- John Wiley and Sons
- Year
- 2003
- Tongue
- English
- Weight
- 115 KB
- Volume
- 14
- Category
- Article
- ISSN
- 1044-8004
No coin nor oath required. For personal study only.
✦ Synopsis
Abstract
Technology support call centers are becoming an increasingly important part of the American economy.
However, there are many scholarly reports of problems associated among these endeavors. Research into
mitigating these problems has tended to focus on structural alignment, or forms of team participation, leading
to conflicting outcomes. HRD researchers are left with an unclear picture of the outcomes, and HRD
practitioners have been left with the question of which of these interventions to implement. This study
concurrently investigated the effects on job satisfaction from structural‐alignment,
high‐involvement, autonomous‐team interventions compared to a control group. The analysis
indicated job satisfaction improvements in the alignment and high‐involvement groups, with the
high‐involvement groups suggesting the most significant improvements. As a result, recommendations are
made for HRD practitioners and future HRD research.