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ERIC Number: EJ669226
Record Type: Journal
Publication Date: 2003
Pages: N/A
Abstractor: N/A
Reference Count: N/A
ISSN: ISSN-1044-8004
Results from Organizational Development Interventions in a Technology Call Center.
Workman, Michael
Human Resource Development Quarterly, v14 n2 p215-30 Sum 2003
Call center staff answered calls in 4 treatments: alignment job design (n=35), autonomous work teams (n=35), high-involvement work processes (n=43), and controls (n=36). Job satisfaction improved in alignment job design and high-involvement treatments, most significantly in the latter. Skill level and attitude toward autonomous work might have influenced outcomes. (Contains 40 references.) (SK)
Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A