Thesis Title

Communication Apprehension and Organizational Effectiveness in a Customer Service Environment

Date of Graduation

Spring 1994

Degree

Master of Arts in Communication

Department

Communication

Committee Chair

Charlene Berquist

Subject Categories

Communication

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.

Copyright

© Lynn Marie Harter

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Dissertation/Thesis

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