Exploring the Relationship Between Mode of Operation and Performance of Support Teams in Telecommunication Companies

Oussama Saafein
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Oussama Saafein: School of Advanced Studies, University Of Phoenix, Mountain House, CA, US

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2014, vol. 5, issue 1, 44-63

Abstract: Whereas previous studies have attempted to investigate the correlation between mode of operation (virtual versus face-to-face) and team performance, these studies have been primarily focused on project management and distance learning. However, few studies, if any, have addressed the performance of virtual teams carrying complex technical support tasks in telecommunication companies. The primary proposition of the study that there is a relationship between team performance (comprised of three factors, namely, goals achievement, customer satisfaction, and team health) and the mode of operation was tested. A secondary proposition that team size has a significant effect on the relationship between the mode of operation and support team performance was tested also. One hundred twenty support professionals working for telecommunication companies based in California's Silicon Valley completed web-based surveys, which offered data on support operations in virtual and face-to-face settings and assessment of teams' performance in each setting. Whereas the findings indicated correlations between the mode of operation and the three factors of support team, further analysis indicated weak linear relationships among the variables. In addition, data analysis failed to support a significant effect of team size on the relationships between mode of operation and the three measures of support team performance.

Date: 2014
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International Journal of Customer Relationship Marketing and Management (IJCRMM) is currently edited by Riyad Eid

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