Date of Conferral

1-28-2026

Date of Award

January 2026

Degree

Doctor of Public Administration (D.P.A)

School

Management

Advisor

Ashley Riebel

Abstract

A lack of team cohesion among hybrid and remote teams can negatively affect customer satisfaction. Customer service leaders require effective strategies to improve team cohesion in increasingly flexible work environments; however, limited understanding exists regarding the strategies these leaders use to foster cohesion in hybrid and remote work settings. Grounded in the composite conceptual framework of theories of group development and customer focus, the purpose of this qualitative pragmatic inquiry was to identify and explore effective strategies that some leaders in the South Central region of the U.S. customer service organizations use to improve team cohesion among hybrid and remote teams to improve customer satisfaction. Data were collected through semistructured interviews with six customer service organizational leaders in the south-central United States. Using Braun and Clarke’s thematic analysis, four themes were revealed: (a) communicating clearly and consistently, (b) promoting collaboration to enhance team member consistency, (c) fostering team cohesion through team building activities, and (d) cultivating a sense of belonging. A key recommendation for customer service leaders is to establish clear communication by defining channels for specific purposes, promoting open dialogue through active listening, and setting clear expectations for feedback and conflict resolution. This ensures that all voices are heard internally and that customers feel valued externally through consistent interactions. The implications for positive social change include the potential for increased job satisfaction, higher productivity and performance, and the promotion of inclusivity, diversity, and equity in the workforce, leading to a more reliable, efficient, and ethical marketplace.

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