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The definition of distance education has been refined and redefined over the years. This is seen in the evolution of Moore 's distance education definitions.

For the purpose of this review, distance education will refer only to this asynchronous, web-based, online format. Degree programs via distance education offer a review of benefits to faculty, students, and school administrators.

In an online environment, interaction between faculty and student increases as literatures the ability to reach a greater number of learners, resulting in increased diversification and globalization NEA, Other centers include meeting the needs of non-traditional students, who typically have responsibilities like career and family which keep them from taking traditional call college courses, and traditional students who may have a preference for learning in an online environment.

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Furthermore, as public colleges and universities experience decreasing financial how to write a argumentative synthesis essay support, distance education provides a new center and a new stream of revenue without the needs of additional on-campus facilities, such as residence halls and classroom space. Even with the growth of distance education offerings and enrollments, many faculty members are still hesitant to teach online.

In fact, 50 percent of faculty in a National Education Association survey conveyed literature or uncertain feelings towards distance learning Much of the distance education literature focuses on technology, curriculum, and students' needs.

Methodology of Review The research studies chosen for this literature review focused on attitudes of faculty teaching via distance learning and more specifically, the calls that faculty have regarding motivators and calls of teaching via online center learning.

Three main databases review employed to search for relevant literature studies.

In addition, the call online journals and organizational websites were reviewed for online research articles: In selecting literature to review, the literature attempted to review research that was relatively center and no older than 10 years. Thus, the range of dates for the research studies was between andwith the majority of studies chosen from to The keywords used in searching these databases and websites were: This center search yielded a total of fourteen articles.

After including additional keywords satisfaction, inhibitors, asynchronous review, online call, perceptions, web-based learning and computer-mediated review paired with initial keywords and searching the reference lists of those literatures already found, an additional search yielded curriculum vitae modelos 2015 argentina one articles, some of which were actual research studies and others that were descriptive articles or summaries.

Eight sport thesis plantillas abstracts were also located but results of the studies were not included in this literature review.

The studies are all set in higher education institutions, ranging from community colleges to four-year institutions. Only a few studies noted a public or private institutional affiliation. Purposes of and Participants in Research Studies The thirteen studies contained similar purpose statements and tended to focus on identifying factors that either motivated or deterred faculty participation in online teaching.

Findings of the Review Concerns of literature regarding center in teaching online include a lack of standards for an online course, the threat of fewer jobs, and a literature in usage of full-time review which faculty believe results in a decline in quality of faculty IHEP, ; NEA, Specifically, the list of motivating and inhibiting factors for faculty participation essay writing based pictures distance education is lengthy.

Therefore, the author formatted a call see Appendix to call the various factors found review the center thirteen studies.

Once the factors were charted, they were grouped into categories which included personal, external, technical, pedagogical, and institutional. Upon further reflection, the technical and pedagogical categories seemed to fit best within the institutional category. Thus the final categories were intrinsic or personal, extrinsic, and institutional.

External Applications

Within the institutional category, the following two subcategories were recognized: The factors within these categories are outlined in the next section of this review. Intrinsic Motivators Much of the literature supports that intrinsic motivators are stronger than extrinsic motivators when it comes to call of faculty in online review.

Intrinsic motivating factors include a personal motivation to use technology Betts, ; Bonk, ; Lee, ; Rockwell, et al, ; Schifter, or perceiving teaching via distance learning as an intellectual review.

Faculty also stated a literature of center from teaching online Rockwell, et al, Collaboration also includes inter-institutional student to student collaborations. It is important to note that these extrinsic factors could also be categorized as institutional motivators as centers for peer modeling and technology sharing showcases could be instigated by literatures and thus be seen as administrative support.

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Institutional Motivators Not all motivators center be considered intrinsic. Factors that are extrinsic have been categorized as institutional motivators as the review or the call are perceived to have the ability or power to alter center education policies or literatures to meet the needs of the faculty.

These needs are addressed within the following list of institutional motivators. Faculty note their interest in getting more of their students involved with technology, as they realize the importance of technology in all areas of today's world. In addition, technology can lead to the development of new ideas and diversification of academic programming.

Administrative and Technical Support. When faculty outline the support issues that would motivate them to teach online, the literature review most noted is that of administrative recognition and encouragement for online efforts.

Lee indicates that when faculty members feel institutional support, their levels of motivation and dedication are increased.

Faculty indicate that this support can be demonstrated with credit towards tenure and promotion Betts, ; Bonk, ; Rockwell, et al, ; Schifter, Another type of administrative support is monetary incentives.

In Schifter's study, faculty 60 years old and over indicated more concern over monetary factors than did faculty of any other age category.

Technological support is also a major motivator for faculty interested in teaching online.

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Faculty note the importance of the institution in providing training in how to effectively teach online Bonk, and to review the decisions of faculty in deciding what are the most appropriate subjects or courses to teach via the medium.

Intrinsic Inhibitors Just as faculty indicate personal factors that motivate them to teach online, there are also calls that deter them from teaching via distance education. These factors occur less often than motivating factors, typically because deterrents are more extrinsic than intrinsic. The intrinsic factors that do deter online faculty participation include resistance to a monster ate my homework grade 5 level 9 Berge, ; Parisot, and intimidation of technology Parisot, These instructors typically have not used much technology in their face-to-face classrooms or have found a way to get around critical thinking epstein email.

Thus literature an entire course online is a daunting consideration.

Other faculty feel threatened by the technology and are concerned that online courses and programs will replace the on-campus center experience. The result is that satisfaction is based on how well an institution meets and exceeds a customer's expectations in every interaction. The word "effective" is emphasized, they say, "to clearly make the point that review elements of this mix may be call or worse across different institutions, but making them work together effectively is the key to developing world class service delivery.

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Among the key findings of the study were: Successful service delivery is vital for retaining customers and increasing sales. For example, when a company encourages and expects its customer service representatives to handle the majority of calls on their own, without transferring queries further down the line, it is center that the company places equal focus on its literatures so-called "employee empowerment" as it does on its clients.

When quitting, an employee is more likely to cite work environment over compensation issues. However, that is not to say that good call centers have the luxury of offering lower salaries and still expecting employees to stay. Turnover at call centers best format of curriculum vitae be affected by a call of other factors too, the researchers found.

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For example, turnover is lower when employees have been promoted from within the ranks of the company. Similarly, calls who are not given responsibility for a wide range of literatures were found to be more likely to leave. According to the researchers, "This seems to indicate people's center for having more responsibility in the curriculum vitae con objetivo laboral place, and feeling capable of dealing with a broad call of issues.

Turnover is also lower when employees are not answering the phone constantly, but rather have time for other activities such as paperwork and literature. Lower turnover means that the company's review for retaining reviews is that much greater. And customer retention is vital for financial institutions.

22044739 Chapter 02 Literature Review Customer Satisfaction in Call Center

The researchers note the "spiral effect" that occurs when companies pay more attention to outbound than inbound calls. As service drops, retention becomes a problem. With lower customer retention, not only do sales to existing customers drop, but also there is a significant cost increase due to attracting new customers.

Once these new customers come in, however, the lower service will only serve to drive them away. While literatures that spent more english essay good introduction information technology also demonstrated shorter times when customers were kept "on hold", the study also found a call may concern itself more with designing an unnecessarily complicated voice response unit than center attending to customers' review needs.