The Power Of Team Research - Evidence From Two Studies, Three Sites

摘要

This paper outlines research conducted by a large (16) multidisciplinary team. The research includes a whole range of techniques - naturalistic observation, interviews, focus groups, large sample surveys - and has proven to be extremely robust. Structural Equation Modelling (SEM) is used to test a model of call centre job satisfaction leading to a long term commitment to the organisation, for two bank call centres. However, since this is a research methods conference we focus on the processes and procedures that went into producing such robust research, rather than the results per se.