Thesis (Ph. D.)--Rutgers University, 2009. / "Graduate Program in Communication, Information and Library Studies." Includes bibliographical references (p. 185-193).

We consider the problem of staffing large-scale service centers with multiple customer classes and agent types operating under quality-of-service (QoS) constraints. We introduce formulations for a class of staffing problems, minimizing the cost of staffing while requiring that the long-run average QoS achieves a certain pre-specified level. The queueing models we use to define such service center staffing problems have random inter-arrival times and random service times. The models we study differ with respect to whether the arrival rates are deterministic or stochastic. In the deterministic version of the service center staffing problem, we assume that the customer arrival rates are known deterministically. It is computationally challenging to solve our service center staffing problem with deterministic arrival rates. Thus, we provide an approximation and prove that the solution of our approximation is asymptotically optimal in the sense that the gap between the optimal value of the exact model and the objective function value of the approximate solution shrinks to zero as the size of the system grows large. In our work, we also focus on doubly stochastic service center systems; that is, we focus on solving large-scale service center staffing problems when the arrival rates are uncertain in addition to the inherent randomness of the system's inter-arrival times and service times. This brings the modeling closer to reality. In solving the service center staffing problems with deterministic arrival rates, we provide a solution procedure for solving staffing problems for doubly stochastic service center systems. We consider a decision making scheme in which we must select staffing levels before observing the arrival rates. We assume that the decision maker has distributional information about the arrival rates at the time of decision making. In the presence of arrival-rate uncertainty, the decision maker's goal is to minimize the staffing cost, while ensuring the QoS achieves a given level. We show that as the system scales large in size, there is at most one key scenario under which the probability of waiting converges to a non-trivial value, i.e., a value strictly between 0 and 1. That is, the system is either over- or under-loaded in any other scenario as the size of the system grows to infinity. Exploiting this result, we propose a two-step solution procedure for the staffing problem with random arrival rates. In the first step, we use the desired QoS level to identify the key scenario corresponding to the optimal staffing level. After finding the key scenario, the random arrival-rate model reduces to a deterministic arrival-rate model. In the second step, we solve the resulting model, with deterministic arrival rate, by using the approximation model we point to above. The approximate optimal staffing level obtained in this procedure asymptotically converges to the true optimal staffing level for the random arrival-rate problem. The decision making scheme we sketch above, assumes that the distribution of the random arrival rates is known at the time of decision making. In reality this distribution must be estimated based on historical data and experience, and needs to be updated as new observations arrive. Another important issue that arises in service center management is that in the daily operation in service centers, the daily operational period is split into small decision time periods, for example, hourly periods, and then the staffing decisions need to be made for all such time periods. Thus, to achieve an overall optimal daily staffing policy, one must deal with the interaction among staffing decisions over adjacent time periods. In our work, we also build a model that handles the above two issues. We build a two-stage stochastic model with recourse that provides the staffing decisions over two adjacent decision time periods, i.e., two adjacent decision stages. The model minimizes the first stage staffing cost and the expected second stage staffing cost while satisfying a service quality constraint on the second stage operation. A Bayesian update is used to obtain the second-stage arrival-rate distribution based on the first-stage arrival-rate distribution and the arrival observations in the first stage. The second-stage distribution is used in the constraint on the second stage service quality. After reformulation, we show that our two-stage model can be expressed as a newsvendor model, albeit with a demand that is derived from the first stage decision. We provide an algorithm that can solve the two-stage staffing problem under the most commonly used QoS constraints. This work uses stochastic programming methods to solve problems arising in queueing networks. We hope that the ideas that we put forward in this dissertation lead to other attempts to deal with decision making under uncertainty for queueing systems that combine techniques from stochastic programming and analysis tools from queueing theory. / text

This dissertation examines Jack London’s The Call of the Wild (1903) from a business organization perspective. The novel has long been read as a Naturalistic work with primitiveness and virility at its core. However, this study focuses on London’s presentation of the environment of dog-sledding in the Klondike, into which the dog Buck, his main character, is thrown, as not only primitive but also distinguished by complex organizational characteristics. The novel traces Buck's experiences with several groups of masters, each exhibiting a different leadership style. Buck begins as a mere “hand” in his organization, but he fights for leadership and eventually proves his excellence by rising to the leader position among the team. Although Jack London was never an organization man, his experience as a literary businessman and his previous experience as a manual laborer helped him capture the zeitgeist of a time when Americans experienced the peak of industrialization and, as a result, the ever increasing influence of business and business organizations in American society. London is one of the originators of a genre that might be referred to as business fiction. Two theories of Organizational Behavior, which is a field in the academic discipline of Management, were used for this study: David C. McClelland’s Achievement Motivation Theory and Robert J. House’s Path-Goal Leader Effectiveness Theory. Using McClelland’s theory, this study found that Buck has a high need for Achievement, and his high achievement motivation is contrasted with that of the other characters—both human and canine. Buck’s character in the novel is close to that of an entrepreneur as defined by McClelland, and thus the novel can be read as a story of a businessman who rises to become CEO owing to exceptional abilities as a business leader. In addition, this study applies House’s theory in evaluating the impact of the various leadership styles of human masters on the behavior and performance of subordinate members of their dog teams. The results of this case study of The Call of the Wild suggest the possibility of applying Organizational Behavior theories to interpreting other late nineteenth- and early twentieth-century fictions. / text

The basic purpose of the research is to understand the significance of internal marketing in influencing frontline employees'job-related attitudes and service quality. Since rewards are considered to be an important compqnent of internal marketing, this research investigates relationships among frontline employee perceptions of rewards (extrinsic and intrinsic), attitudes (three components of organisational commitment viz. affective, normative and continuance, and job satisfaction), and service quality, in banking call centres. In this context, a conceptual model is presented comprising rewards as the antecedentsa, ttitudes as the mediating variables, and service quality of the frontline employees as the outcome variable. The model is empirically tested through a large sample study that is conducted among 4 call centres of a major retail bank in the UK. Following certain qualitative in-depth interviews at the exploratory stage, structural equation modelling (using AMOS) is carried out on 342 useable questionnaires (response rate of more than 50%), to empirically test the proposed framework for the study. The measurement and structural models, after validation and purification, provided satisfactory fit estimates across absolute, incremental and parsimonious measures. The results highlight the importance of rewards, as part of internal marketing, in maintaining employee attitudes, and improving service quality. Intrinsic rewards (like role clarity, training and skill variety) emerged as the most significant of all, as they were found to impact on service quality directly. Extrinsic social rewards (like supervision and team support) were not found to be significant, while the finding regarding extrinsic organisational rewards-service quality relationship was surprising. Although assumed important for perfon-nance, some had no direct effect (pay, and benefits satisfaction, extrinsic exchange), while others (working conditions and promotional opportunities) exerted a negative direct effect on service quality, although the indirect effect of most of these rewards was found to be positive. However, these rewards were considered important for influencing employee attitudes, which in turn influence service quality. In this context, the importance of employee attitudes like affective commitment and job satisfaction is emphasisedfor service quality. The empirical results of the study also reveal that it is the nature of commitment that matters in commitment-service quality relationship. Affective commitment emerged as the only attitude variable to bear a significant positive relationship with service quality. Job satisfaction was not found to impact on service quality directly, although the indirect effect was found to be positive. Normative commitment impacted on service quality indirectly, while continuance commitment was not found to be effective at all. Besides theoretical and methodological contributions, the thesis also provides strong managerial implications and directions for future research in applying internal marketing for improving service quality of frontline employees in call centres. Keywords: internal marketing, rewards, service quality, commitment, job satisfaction, UK banks, call centres, frontline employees.

My research project is a break from the current trend in the literature that focuses on the conflict associated with roll call voting—party polarization and institutional friction. I am interested in determining how policy characteristics of roll call decisions can affect legislators' vote choices. Bills not only differ according to issue content—agricultural policy versus social welfare policy—but also according to how ambiguous they are—a collection of disparate issues versus one specific issue. Using a dataset of House roll calls from 1985-2004 and the Policy Agendas Project content coding scheme, I show that variation in both policy area and policy ambiguity of a given bill is associated with variation in the accuracy of ideology in predicting roll call vote choice. / text

Recent progress in the discipline of computer applications such as the advent of web-based communication, afforded by the Web 2.0, has paved the way for novel applications in language learning, namely, social networking. Social networking has challenged the area of Computer Mediated Communication (CMC) to expand its research palette in order to account for the way individuals engage in processes of learning and socialization, the way they interact, and the way they construct and perform their identities. With this in mind, it is necessary to examine the new material conditions, social arrangements, and the communicational landscape of Social Networking Sites (SNS). This study focuses on SNSs for language learning (SNSLL) and examines the particular case of Busuu. Drawing on theoretical tenets of sociocultural and ecological approaches combined with multimodal social semiotics, this research aims to analyze the views of language and learning that are enacted through the semiotic design of Busuu. It also purports to examine the types of identities wherein users are positioned through the compositional elements of this participatory online environment. The research design is informed by the principles of a qualitative case study and autoethnographic research. The data collected for this study consist of documentary information obtained from Busuu and the autoethnographic accounts of the researcher, who participated as a member of the Busuu community for 10 weeks. Results indicate that overall Busuu is an ecological system composed of sub-systems of nested views about language, learning, and users in which multiple timescales, spatiotemporal, and discursive resonances of various theories work in synergy. Thus, the semiotic spaces of Busuu combine structural, interactional and ecological views of language. Similarly, Busuu crystalizes views of learning that echo behaviorist, cognitivist, and constructivist theories. The website enacts different identities, positioning users as learners and teachers/tutors who are members of an imagined community. The study draws implications about the need for theoretical coherence and pedagogical alignment among the different components of the language curriculum (e.g. language and learning views, instructional activities) of Social Networking Sites for Language Learning.

In a description of language, Ellis (1994) claims that "the bedrock of L2 is its vocabulary" (p. 11); while for Lewis (1993), language consists of "grammaticalized lexis", not "lexicalized grammar", and Nation (2001) adds that attention to vocabulary is unavoidable. This status of vocabulary determines its pervasiveness and implies the need for attention as claimed by Meara (1980). In second and foreign language teaching and learning, instruction is an important contributor in the development and consolidation of vocabulary knowledge while Computer-Assisted Language Learning has been described as facilitative in mediating instruction and improving learner independence (Chapelle 1998, 2001; Warschauer, 1998).The present study investigates narrative comprehension, immediate and delayed vocabulary retention as a result of implicit and explicit teaching and learning of vocabulary (Hunt & Beglar, 2005), with a hypertext reading task. Many researchers support that enhanced vocabulary activities and reading for meaning affect vocabulary acquisition (Krashen, 1989, Zahar et al., 2001; Paribakht & Wesche, 1997; Lee & VanPatten, 2003). For others, the degree of involvement in the processing and the noticed properties of words determine the degree of retention (Groot, 2000; Smith, 2004).Seventy-eight fourth-semester students of French as a foreign language from six classes at an American university participated in the study. They were randomly assigned to either the implicit or the explicit conditions, and received differential treatments. The subjects read the same enhanced electronic text with permanently highlighted target items in the explicit condition, and temporarily highlighted target items in the implicit condition. The target items were hyperlinked to the same textual, auditory, and graphic enhancements. The study also makes an overview of the effect of the motivation type on the subjects' performance levels.The statistical analyses reveal both strengths and weaknesses in the two modalities with regards to immediate and delayed retention; as one of the modalities favors immediate gain and the other longer-term retention. It is thus suggested that both modalities can be jointly implemented in a Computer-Assisted Teaching and Learning condition in order to achieve higher learning outcomes. The combination may favor the dual improvement in gain and retention in the learning process.

No description available.

The call centre industry has experienced a boom over the last decades. More organisations are making use of call centres as a means of speedy service deliveries to their customers. Call centres have therefore become an important method of communication between customers and clients, however the call centre environment has been characterised as being demanding and negatively impacting on employees. This study is therefore aimed at understanding employee experiences of commitment and happiness within the call centre environment. Specifically whether or not those employed within the call centre environment experience both commitment and happiness. Data in the study was collected with the use of a biographical questionnaire and semi- structured interviews. The results in the study suggest that commitment and happiness are experienced in the call centre environment when positive organisational factors such as feedback, recognition, goal accomplishment and growth opportunities are present. / Thesis (M.A.)-University of KwaZulu-Natal, Durban, 2012.

Call centre employees in the insurance industry constantly interacts and negotiates with strangers, and are confronted with the unknown, unfamiliar and the unpredictable. They use interactive display terminals during telephone calls and thus perform multiple-tasks with frequent interruptions. Their jobs are also characterised by repetitive movements, while complex information is processed. In addition, call centre employees often work in noisy environments under time pressure, and their performance is usually monitored on line. Job demands and job resources can influence the well-being of call centre employees. Emotional intelligence is deemed to aid in the conceptualisation of psychological well-being and can be applied as a means to successfully cope with daily demands and pressures. The objective of this research was to determine the relationship between job demands, job resources, emotional intelligence (EQ) and work-related well-being of call centre employees. A cross-sectional survey design was used. The study population (n = 141) consisted of call centre employees in a corporate insurance environment in Gauteng. The Bar-On EQ-i, Maslach Burnout Inventory-General survey, UWES, Job characteristics scale and a biographical questionnaire were used as measuring instruments. Cronbach alpha coefficients, inter-item correlation coefficients, factor analysis, Pearson product moment correlation coefficients and structural equation modelling were used to analyse the data. Principal component analysis resulted in a fifteen factor model of emotional intelligence namely emotional self-awareness, assertiveness, self-regard, self-actualisation, independence, empathy, interpersonal relationship, social responsibility, problem-solving, reality testing, flexibility, stress tolerance, impulse control, happiness and optimism. Regarding the Job Characteristics Scale, eight factors were extracted, namely role clarity, supervision, pay and benefits, workload, job security, colleague support, opportunity to grow and social contact between the call centre agents. For the MBI-GS two factors were extracted namely: exhaustion and cynicism and for the UWES one factor was extracted, namely vigour/dedication. The correlation coefficients indicated that exhaustion was statistically a significant positive correlation (practically significant, large effect) with cynicism and a statistically significant positive correlation (practical1y significant, medium effect) with workload. Exhaustion was also a statistically significant negative correlation (practical1y significant, large effect) with engagement and a statistically significant negative correlation (practically significant, medium effect) with role clarity, col1eague support, self-regard, self-actualisation, flexibility, stress tolerance, impulse control, and happiness. Cynicism showed a statistically significant negative correlation (practical significant, large effect) with engagement and a statistically significant negative correlation (practical significant, medium effect) with role clarity, supervision, opportunity to grow, engagement, emotional self-awareness, self-regard, self actualisation, flexibility, and happiness. The results indicated that EQ directly influences the experience of burnout (main effect), however, no results could be obtained supporting the moderating effect of EQ between emotional demands and burnout. Recommendations were made for cal1 centre management in the insurance industry and for future research purposes. / Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2007.