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Results From Organizational Development Interventions In A Technology Call Center
Published 2003 · Psychology
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.