Online citations, reference lists, and bibliographies.
← Back to Search

Results From Organizational Development Interventions In A Technology Call Center

Michael E. Workman
Published 2003 · Psychology

Save to my Library
Download PDF
Analyze on Scholarcy
Share
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.
This paper references
10.1177/001872679805100701
Cognitive Style and the Theory and Practice of Individual and Collective Learning in Organizations
J. Hayes (1998)
10.1177/001979399905200403
Work Organization, Technology, and Performance in Customer Service and Sales
R. Batt (1999)
10.1111/J.1748-8583.1997.TB00290.X
Turnover culture in the hospitality industry
R. D. Iverson (1997)
10.1177/1059601199243004
The Impact of High Involvement Work Processes on Organizational Effectiveness
R. Vandenberg (1999)
10.2307/3250967
Quality Management in Systems Development: An Organizational System Perspective
T. Ravichandran (2000)
10.1002/HRDQ.3920100407
How multiple interventions influenced employee turnover: A case study
Timothy G. Hatcher (1999)
10.1006/JVBE.2000.1768
Collectivism, Individualism, and Cohesion in a Team-Based Occupation
M. Workman (2001)
10.1177/001872679204500801
Does Job Re-Design Theory Explain Job Re-Design Outcomes?
J. Kelly (1992)
Manual for the Minnesota Satisfaction Questionnaire.
D. Weiss (1967)
10.1108/01443570210412060
Dispelling the modern myth - employee satisfaction and loyalty drive service profitability
R. Silvestro (2002)
10.2307/249479
Key Issues in Information Systems Management: 1994-95 SIM Delphi Results
J. C. Brancheau (1996)
10.1108/EUM0000000005418
Integrating internal marketing with participative management
T. Davis (2001)
10.1177/1059601199243003
Examining Employee Involvement in the Context of Participative Work Environments
Paul E. Tesluk (1999)
10.1177/0021886395311009
Sociotechnical System Principles and Guidelines: Past and Present
W. Fox (1995)
10.1108/00483489910286774
Teamworking and Service Quality: The Limits of Employee Involvement
Chris Rees (1999)
10.1002/pfi.4180190819
A Handbook of Structured Experiences for Human Relations Training. Volume I.
J. W. Pfeiffer (1969)
10.1002/JOB.101
Job satisfaction and teamwork: The role of supervisor support
M. Griffin (2001)
10.1177/001872679805101005
The Effects of Diversity on Small Work Group Processes and Performance
J. Shaw (1998)
10.1080/10686967.2001.11918948
The Impact of a Performance Management Intervention on Work Processes and Operational Indicators
M. Hacker (2001)
10.2307/3250971
Understanding Software Operations Support Expertise: A Revealed Causal Mapping Approach
K. Nelson (2000)
10.2307/1556372
Team Structure and Performance: Assessing the Mediating Role of Intrateam Process and the Moderating Role of Task Type
G. Stewart (2000)
10.2307/2393374
Tightening the Iron Cage: Concertive Control in Self-Managing Teams
J. Barker (1993)
10.1002/J.2162-6057.1998.TB00807.X
Are Some Cognitive Styles More Creatively Productive than Others
Stephen J. Guastell (1998)
10.1177/1059601199243007
A Productivity Evaluation of Teamwork at an Aluminum Manufacturing Plant
T. Moses (1999)
10.1006/JVBE.1997.1581
Employee Absenteeism, Organizational Commitment, and Job Satisfaction: Another Look
Abraham Sagie (1998)
10.1108/09564230010323741
The sacrificial HR strategy in call centers
C. Wallace (2000)
10.1300/J026v18n03_09
Improving Knowledge of Strategic Goals and the Impact on Organizational Commitment
V. Enriquez (2001)
10.1037/H0076751
Convergent and discriminant validities of corresponding Job Descriptive Index and Minnesota Satisfaction Questionnaire scales.
B. Gillet (1975)
10.2307/1556383
Understanding Human Competence at Work: An Interpretative Approach
J. Sandberg (2000)
10.1002/HRDQ.3920080105
Systematic Agreement: A Theory of Organizational Alignment.
Steven W Sender (1997)
10.1177/001440299706300301
Styles of Thinking, Abilities, and Academic Performance
E. Grigorenko (1997)
10.1177/1059601199243005
Developing Effective Self-Managing Work Teams in Service Organizations
G. Spreitzer (1999)



This paper is referenced by
Semantic Scholar Logo Some data provided by SemanticScholar