Date of Conferral
11-29-2024
Degree
Doctor of Business Administration (D.B.A.)
School
Business Administration
Advisor
Jaine Hall
Abstract
Some Human Resource Managers (HRMs) and team leaders in customer service settings struggle to effectively implement conflict resolution strategies. HRMs are particularly concerned about the impact of unresolved conflicts, as they can lead to higher employee turnover. Grounded in emotional intelligence (EI), the purpose of this qualitative pragmatic inquiry study was to explore strategies that six HRMs in the United States use to retain customer service employees. Data were collected using semistructured interviews, public documents, websites, and professional artifacts that included direct involvement in managing teams within customer service settings. Through thematic analysis, four key themes were identified: conflict management strategies, EI in leadership practices, organizational culture and training, and team cohesion. A key recommendation of the study is for HRMs to use open communication to enhance team cohesion and reduce turnover. The implications for positive social change include the potential to minimize employee turnover by fostering more effective workplace environments to better serve the local community.
Recommended Citation
Lomas, Gilda Beatrice, "Successful human resource leader strategies used to reduce employee turnover" (2024). Walden Dissertations and Doctoral Studies. 16715.
https://scholarworks.waldenu.edu/dissertations/16715
