Communication Apprehension and Organizational Effectiveness in a Customer Service Environment

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.

Name thesis:degree_name

Master of Arts in Communication

Level thesis:degree_level

Masters

Discipline thesis:degree_discipline

Communication

Year

1994

Author dc:creator

• Harter, Lynn Marie

Contributors dc:contributor

• Charlene Berquist

• Communication

Statement dc:rights

• © Lynn Marie Harter

Repository record dc:identifier

https://bearworks.missouristate.edu/theses/256

OAI identifier oai:identifier

oai:bearworks.missouristate.edu:theses-1257