Dissertations and Theses @ UNI
Availability
Open Access Thesis
Keywords
Sales personnel--Resignation; Sales personnel--Job stress; Telemarketing; Dissertations, Academic
Abstract
The present study investigated the factors associated with the extremely high attrition rate of a large midwestern telemarketing firm. Factors associated with employee expectations, stressful organizational characteristics, and job satisfaction were explored. The research strategy involved multiple questionnaires, dissatisfaction surveys, and a semi-structured interview, that were developed by the researchers based on information obtained from the company. Current and former employees of the company participated in the study. Results indicated the presence of stressful organizational characteristics that were common between current and former employees. Sale conversion rate pressure from supervisors and inadequate training were identified as the most salient factors associated with job dissatisfaction for both groups of employees. There were no differences between groups in the number of items identified on a dissatisfaction questionnaire. Results indicated that there were few differences between the two groups of employees on measures indicating their perceptions of an ideal job. The assumptions of the study were that the dysfunctional stress outcomes of dissatisfaction can be prevented and eliminated with the understanding of the etiology of these states. Data were gathered, analyzed, and provided to the company for their use in an innovative, computer-based, employee tracking system.
Year of Submission
1998
Degree Name
Master of Arts
Department
Department of Psychology
First Advisor
David Whitsett
Second Advisor
Francisco X. Barrios
Third Advisor
M. Shelton Smith
Date Original
1998
Object Description
1 PDF file (66 leaves)
Copyright
©1998 Jeff Cooper
Language
en
File Format
application/pdf
Recommended Citation
Cooper, Jeff, "Employee Expectations and Job Stress: A Study of Attrition in the Employment of Telemarketers" (1998). Dissertations and Theses @ UNI. 2394.
https://scholarworks.uni.edu/etd/2394
Comments
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