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How Call Center Workers Experience T...

Parker, Bryan Matthew.

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How Call Center Workers Experience Their Low Exchange Relationships: A Qualitative Study.

Record Type:	Electronic resources : Monograph/item
Title/Author:	How Call Center Workers Experience Their Low Exchange Relationships: A Qualitative Study./
Author:	Parker, Bryan Matthew.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2020,
Description:	250 p.
Notes:	Source: Dissertations Abstracts International, Volume: 81-10, Section: A.
Contained By:	Dissertations Abstracts International81-10A.
Subject:	Business education. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=27832559
ISBN:	9798607323349

How Call Center Workers Experience Their Low Exchange Relationships: A Qualitative Study.
Parker, Bryan Matthew.

How Call Center Workers Experience Their Low Exchange Relationships: A Qualitative Study. - Ann Arbor : ProQuest Dissertations & Theses, 2020 - 250 p.

Source: Dissertations Abstracts International, Volume: 81-10, Section: A.

Thesis (Ed.D.)--Grand Canyon University, 2020.

This item must not be sold to any third party vendors.

The call center industry has over 2.7 million customer service representatives (CSR), is expected to grow 5% by 2026, and has an average turnover rate of 40%. Labor management issues in call centers cause high rates of attrition and cause high turnover expenses that can create a profit/loss deficit. The purpose of this qualitative descriptive study was to examine how call center workers, who have experienced low-quality or poor relations with their superior, experience their exchanges and the impact of the exchange on their desires to quit employment in a Southwestern United States call center. This study examined the assumption that CRSs, who have experienced low-quality or poor relations with their superior, have an association with a low-quality exchange relationship as defined by Leader-Member Exchange Theory (LMX) and how that relationship influenced their desires to quit. In the two research questions, addressed through 17 individual interviews, respondents described experiences with their superior and the negative impact they had on their job satisfaction and their desires to quit. Thematic analysis identified six overall themes: lack of communication, poor leadership skills and knowledge, leaders have low confidence in employees, committed to the organization, wanting to seek other opportunities, and do not feel valued. This study provided evidence that CSRs who have experienced low-quality or poor relations with their superior feel less valued and as a result have a lower level of job satisfaction; however, their level of desire to quit is moderated by their commitment to the organization. This study encourages ongoing research around exchange relationships in call centers and the impact they have on intentions to quit amongst CSRs.

ISBN: 9798607323349Subjects--Topical Terms:

543396
Business education.
Subjects--Index Terms:

call center

How Call Center Workers Experience Their Low Exchange Relationships: A Qualitative Study.
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520 $a The call center industry has over 2.7 million customer service representatives (CSR), is expected to grow 5% by 2026, and has an average turnover rate of 40%. Labor management issues in call centers cause high rates of attrition and cause high turnover expenses that can create a profit/loss deficit. The purpose of this qualitative descriptive study was to examine how call center workers, who have experienced low-quality or poor relations with their superior, experience their exchanges and the impact of the exchange on their desires to quit employment in a Southwestern United States call center. This study examined the assumption that CRSs, who have experienced low-quality or poor relations with their superior, have an association with a low-quality exchange relationship as defined by Leader-Member Exchange Theory (LMX) and how that relationship influenced their desires to quit. In the two research questions, addressed through 17 individual interviews, respondents described experiences with their superior and the negative impact they had on their job satisfaction and their desires to quit. Thematic analysis identified six overall themes: lack of communication, poor leadership skills and knowledge, leaders have low confidence in employees, committed to the organization, wanting to seek other opportunities, and do not feel valued. This study provided evidence that CSRs who have experienced low-quality or poor relations with their superior feel less valued and as a result have a lower level of job satisfaction; however, their level of desire to quit is moderated by their commitment to the organization. This study encourages ongoing research around exchange relationships in call centers and the impact they have on intentions to quit amongst CSRs.
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