| Autor: |
Helmuth, Catherine A., Armenakis, Achilles A., Vendette, Sebastien |
| Zdroj: |
Academy of Management Annual Meeting Proceedings; 2014, Vol. 2014 Issue 1, p1-1, 1p |
| Abstrakt: |
Our principal research goal was to conduct an organizational diagnosis, regarding how call-center employees experience and manage caller conflict. Our results revealed specific methodological and theoretical insights from using the diagnostic funnel when performing an organizational diagnosis. The qualitative interview data fit Pondy's Organizational Conflict Model, which we identified as the call-center's unique diagnostic paradigm. Using manual coding and computer-aided text-analysis added value to our organizational diagnosis by offering complementary functions. We use Transactional Analysis to explain our results because this perspective provided the practical foundation to examine the conflict between call-center employees and callers. [ABSTRACT FROM AUTHOR] |
| Databáze: |
Complementary Index |
| Externí odkaz: |
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