{"id":{"repo_id":"mo-state","oai_identifier":"oai:bearworks.missouristate.edu:theses-1257"},"canonical_url":"https://search.dev.ndltd.org/etd/mo-state/oai:bearworks.missouristate.edu:theses-1257","repository":{"repo_id":"mo-state","name":"Missouri State University","base_url":"https://bearworks.missouristate.edu/do/oai/"},"display":{"title":"Communication Apprehension and Organizational Effectiveness in a Customer Service Environment","abstract":"The purpose of this thesis was to explore the relationships between employee communication apprehension and levels of productivity, job satisfaction, job tenure, and position of employment within an organizational setting. The customer service industry was chosen for this study as it represents a growing sector of American employees. Due to the complexity of the research questions, quantitative and qualitative methods were triangulated into the research design. Both surveys and in-depth interviews were chosen for data collection. Data analysis indicated no significant relationships between CA and job satisfaction, productivity, position of employment, or job tenure.","abstract_html":"The purpose of this thesis was to explore the relationships between employee communication apprehension and levels of productivity, job satisfaction, job tenure, and position of employment within an organizational setting. The customer service industry was chosen for this study as it represents a growing sector of American employees. Due to the complexity of the research questions, quantitative and qualitative methods were triangulated into the research design. Both surveys and in-depth interviews were chosen for data collection. Data analysis indicated no significant relationships between CA and job satisfaction, productivity, position of employment, or job tenure.","abstract_has_math":false,"creators":["Harter, Lynn Marie"],"institution":null,"degree_name":"Master of Arts in Communication","degree_level":"Masters","degree_discipline":"Communication","degree_department":null,"school":null,"contributors":["Charlene Berquist"],"advisors":[],"committee_chairs":[],"committee_members":[],"year":1994,"date_issued":"1994-05-01T07:00:00Z","date_published":"1994-05-01T07:00:00Z","updated_at":"2026-07-24T03:15:17Z","subjects":["Communication"],"languages":[],"rights":["© Lynn Marie Harter"],"rights_urls":[],"identifier_entries":[]},"links":{"outbound_url":"https://bearworks.missouristate.edu/theses/256","outbound_label":"Repository record","outbound_source":"dc:identifier"},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:contributor","label":"Contributor","values":["Charlene Berquist"]},{"key":"dc:creator","label":"Author","values":["Harter, Lynn Marie"]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"thesis:degree_discipline","label":"Discipline","values":["Communication"]},{"key":"thesis:degree_level","label":"Degree Level","values":["Masters"]},{"key":"thesis:degree_name","label":"Degree Name","values":["Master of Arts in Communication"]}]},{"id":"subjects_keywords","label":"Subjects and Keywords","entries":[{"key":"dc:subject","label":"Dc Subject","values":["Communication"]}]},{"id":"language_rights","label":"Language and Rights","entries":[{"key":"dc:rights","label":"Dc Rights","values":["© Lynn Marie Harter"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier","label":"Identifier","values":["https://bearworks.missouristate.edu/theses/256"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description.abstract","label":"Abstract","values":["The purpose of this thesis was to explore the relationships between employee communication apprehension and levels of productivity, job satisfaction, job tenure, and position of employment within an organizational setting. The customer service industry was chosen for this study as it represents a growing sector of American employees. Due to the complexity of the research questions, quantitative and qualitative methods were triangulated into the research design. Both surveys and in-depth interviews were chosen for data collection. Data analysis indicated no significant relationships between CA and job satisfaction, productivity, position of employment, or job tenure."]},{"key":"dc:title","label":"Title","values":["Communication Apprehension and Organizational Effectiveness in a Customer Service Environment"]}]}],"canonical_facts":{"dc:contributor":["Charlene Berquist"],"dc:creator":["Harter, Lynn Marie"],"dc:description.abstract":["The purpose of this thesis was to explore the relationships between employee communication apprehension and levels of productivity, job satisfaction, job tenure, and position of employment within an organizational setting. The customer service industry was chosen for this study as it represents a growing sector of American employees. Due to the complexity of the research questions, quantitative and qualitative methods were triangulated into the research design. Both surveys and in-depth interviews were chosen for data collection. Data analysis indicated no significant relationships between CA and job satisfaction, productivity, position of employment, or job tenure."],"dc:identifier":["https://bearworks.missouristate.edu/theses/256"],"dc:rights":["© Lynn Marie Harter"],"dc:subject":["Communication"],"dc:title":["Communication Apprehension and Organizational Effectiveness in a Customer Service Environment"],"thesis:degree_discipline":["Communication"],"thesis:degree_level":["Masters"],"thesis:degree_name":["Master of Arts in Communication"]},"updated_at":"2026-07-24T03:15:17Z"}