Personality and Leadership as Dispatcher Retention Tools

ISBN-13: 9783639087383 / Angielski / Miękka / 2008 / 156 str.

Lora Reed

Opis

For over thirty years rapid technological advances, combined with increases in population and demographic shifts, have been among drivers of growth in 9-1-1 telecommunicator occupations. In the past decade, dispatcher retention has been further exacerbated by rapid telecommunication advancements, dynamic environmental stressors, and high-technology occupational opportunities. These change factors have resulted in an increased emphasis on E 9-1-1 staffing issues; they have created a need for employee retention strategies This case study examined relationships between personality and retention of 9-1-1 emergency telecommunicators. The study evaluates linkages between individual characteristics, contextual performance, servant leadership, and person-job fit, as related to dispatcher retention. Findings indicate significant relationships do exist between personality and employee retention, person-job fit, contextual performance, and servant leadership traits expressed as contextual performance in the sites examined. Further, findings of this study provide a sound case for on-going investigation of relationships between personality, Servant Leadership, and dispatcher retention.

O autorze

Reed Lora Lora Reed, Ph.D. is as an assistant professor of management at Eckerd College in St. Petersburg, Fl. Lora has been engaged in organizational development for over 20 years. This book, based on her dissertation, is intended to assist emergency call center leaders in dispatcher retention. It explores personality and leadership as retention factors.