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Priscilla S. Rogers
University of Michigan
58Publications
14H-index
664Citations
Publications 58
Newest
#1Colin Mackinnon Clark (UNSW: University of New South Wales)H-Index: 2
#2Mei Ling Tan (NTU: Nanyang Technological University)H-Index: 6
Last.Soon Ang (NTU: Nanyang Technological University)H-Index: 39
view all 5 authors...
Call center agents face the performance paradox of courtesy, efficiency, and effectiveness. To understand how agents resolve the performance paradox, we conducted a mixed-methods study with call ce...
1 CitationsSource
#1Priscilla S. RogersH-Index: 14
Last.B. ShwomH-Index: 7
view all 3 authors...
This study examined the role of deliverables in knowledge-intensive project work. Organizational genre studies, composition research, and object theory suggest that project deliverables (such as contracting documents, status updates, and final presentations) play a more comprehensive role in work activities than is examined to date. To explore this role we collected 1009 surveys from individual members of 214 teams after they completed initial, midpoint, and final deliverables during 7-14 week p...
Source
#2Mei Ling TanH-Index: 6
Last.Soon AngH-Index: 39
view all 5 authors...
Using a mixed-methods design, we examine communication strategies used by call center agents to resolve the performance paradox of meeting competing organization and customer demands. In Study 1-an...
Source
#1Colin Mackinnon Clark (UNSW: University of New South Wales)H-Index: 2
#2Ulrike Marianne Murfett (NTU: Nanyang Technological University)H-Index: 2
Last.Soon Ang (NTU: Nanyang Technological University)H-Index: 39
view all 4 authors...
This study examines the nature and value of empathic communication in call center dyads. Our research site was a multinational financial services call center that we came to know through grounded study techniques, including analyses of 289 stressful calls. Examining calls as communication genre revealed that agents and customers have conflicting organizational, service, and efficiency needs that undermine communication. But three types of empathic expression can mitigate these conflicts in some ...
13 CitationsSource
Last.Priscilla S. RogersH-Index: 14
view all 3 authors...
#1Priscilla S. Rogers (UM: University of Michigan)H-Index: 14
#2Manique Gunesekera (University of Kelaniya)H-Index: 1
Last.Mei Ling Yang (NTU: Nanyang Technological University)H-Index: 1
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This historical case study identifies language components managers may use to articulate shifts in their strategy. The authors analyzed the language revisions and substitutions Dana Corporation’s upper management made to their highly significant strategic statement, The Philosophy and Policies of Dana (PPD). A large global vehicle parts supplier, Dana experienced tremendous growth and standing until the late 1990s, when a downturn in the industry necessitated dramatic facility closings and workf...
10 CitationsSource
#2Priscilla S. RogersH-Index: 14
Last.B. ShwomH-Index: 7
view all 3 authors...
#1Priscilla S. RogersH-Index: 14
#2Joo-Seng TanH-Index: 1
Reviewing intercultural research since the publication of Halls (1959) The Silent Language, this study identifies five different perspectivesuniversal, national, organizational, interpersonal, and intrapersonaland key scholars associated with them. Three approaches for integrating these perspectives for intercultural studies are proposed: selected lens, sequential hierarchy, and dialogic identity.
5 CitationsSource
#1Colin Mackinnon Clark (USYD: University of Sydney)H-Index: 2
#2Priscilla S. RogersH-Index: 14
Last.Soon AngH-Index: 39
view all 4 authors...
Polite self-presentation is expected of call center agents even through they must convey complex and unfavorable information speedily via the telephone. This study identified and evaluated the use of response strategies that are strongly associated with courtesy. Data were drawn from 587 stressful calls in a corpus of 3000 calls recorded at a large Singaporean insurance company call center. We adopted a grounded theory methodology together with a rich triangulation of qualitative (linguistic and...
3 CitationsSource
#1Priscilla S. Rogers (UM: University of Michigan)H-Index: 14
#2Nittaya Campbell (University of Waikato)H-Index: 6
Last.Jim Suchan (NPS: Naval Postgraduate School)H-Index: 12
view all 5 authors...
The article of record as published may be found at: http://dx.doi.org/10.1177/0021943607306138
27 CitationsSource
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