Journal of Emerging Trends in Economics and Management Sciences: Home

Article Title:
The Role of Collaborative Evaluation and Customer Satisfaction Frameworks in addressing Boredom in the Workplace
by Michelle Rincones-Rodriguez, Michael Osei, John F. Akwetey, Connie Walker-Egea

Abstract:
Work-related boredom has substantial negative consequences. Research reveals that boredom can decrease employee morale as it leads to lower engagement, motivation, and job satisfaction. The quality of work produced by bored employees often suffers, resulting in reduced productivity and subpar outcomes. Notably, work-related boredom is not isolated; it affects organizations and has substantial impact on overall organizational performance. When a significant portion of the workforce experiences boredom and disengagement, it can decrease efficiency, hamper innovation, and raise turnover rates, all of which are detrimental to both customer satisfaction and the organization's success. This article aims to enhance customer satisfaction by combining the Model for Collaborative Evaluations (MCE) and the Customer Satisfaction Framework CSF). In an online study involving 323 undergraduate students, participants were tasked with solving either difficult or easy math problems within a 10-minute timeframe. Following the tasks, they provided self-reports on boredom, task satisfaction, and happiness. The survey was conducted on a university campus in the southeastern United States, targeting undergraduate students. It employed the Qualtrics web-based survey system during a specific date range. There were no discernible differences in boredom, task satisfaction, or happiness levels between the two groups, suggesting that excessively challenging or overly simple tasks yield equivalent levels of boredom and overall well-being. Organizations frequently rely on customer satisfaction to drive improvement initiatives.

Keywords: Boredom, Difficulty, Happiness, Task Satisfaction, Customer Satisfaction, Model for Collaborative Evaluations, Stakeholder Involvement

Download full paper