Date of Award

2018

Publisher

North Dakota State University

Document Type

Thesis

Degree Awarded

Master of Science (MS)

Program

Educational Leadership

Department

School of Education

College

Human Sciences and Education

Faculty Advisor

Hall, Thomas E.

Description

This study investigated the effect of Scenario-Based Learning versus the traditional training method used in customer service employee call quality scores. A secondary purpose was to see how Scenario-Based Training method would impact customer service representative’s perceptions of their learning environment. The research questions were generated and tested by interviews, examining the mean scores for call quality in the two methods of training and a t-test was also conducted to see if there was a significance difference between the call quality scores from the use of both training methods. The findings showed that altering the training method from traditional to Scenario-Based Learning/training did increase employee productivity but not by much. The change in quality scores was very small but significant. The study therefore recommended that additional research is conducted to examine possible effects of Scenario- Based Training on other criteria such as retention of content, training-relevant behavior, and organizational impact.

Rights

NDSU Policy 190.6.2

Rights Link

https://www.ndsu.edu/fileadmin/policy/190.pdf

Handle Identifier

https://hdl.handle.net/10365/29227

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