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研究生: 費凱倫
Felisilda, Karen Frances
論文名稱: Work-from-home to Return-to-office: Understanding the Work Transition Experiences Among the Business Process Outsourcing (BPO) Employees in the Philippines
Work-from-home to Return-to-office: Understanding the Work Transition Experiences Among the Business Process Outsourcing (BPO) Employees in the Philippines
指導教授: 張媁雯
Chang, Wei-Wen
口試委員: 葉俶禎
Yeh, Chu-Chen Rosa
黃美慈
Huang, Mei-Tzu
張媁雯
Chang, Wei-Wen
口試日期: 2023/06/07
學位類別: 碩士
Master
系所名稱: 國際人力資源發展研究所
Graduate Institute of International Human Resource Developmemt
論文出版年: 2023
畢業學年度: 111
語文別: 英文
論文頁數: 91
英文關鍵詞: business process outsourcing (BPO) employees, transition, Schlossberg's transition model, return-to-office order, hybrid work set-up
研究方法: 現象分析半結構式訪談法
DOI URL: http://doi.org/10.6345/NTNU202300819
論文種類: 代替論文:專業實務報告(專業實務類)
相關次數: 點閱:113下載:8
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  • The COVID-19 pandemic, a global health problem, resulted in global and economic disruptions.
    Countries imposed travel restrictions, and companies were forced to make policy changes, such as letting employees work-from-home. Although pandemic is stabilizing, companies are now urging their employees to return to office, while many employees strongly prefer continue to work-from-home or hybrid arrangements. In the Philippines, some companies mandated their employees go back to the office, and the Philippine Economic Zone Authority (PEZA), a government agency, issued a return-to-office order to the PEZA-registered business process outsourcing (BPO) companies to let their employees return to office last April 1, 2022. The implementation of this order presented difficulties as employees had become used to working from home, and concerns on the rise of commodity prices, and even health risks. Consequently, BPO employees experienced challenges during the transition. To help organizations and employees with the transition, a hybrid work set-up was implemented. A qualitative approach was used in this study and was guided by Schlossberg’s transition model to understand the BPO employees’ transition experiences in-depth, including their perceptions, coping processes and strategies. Data were collected through semi-structured interviews and open-ended questionnaires from 25 participants, divided into two groups: 15 hybrid employees and 10 full return-to-office (RTO) employees which were composed of entry, associate and managerial positions in each group. The study found that both groups had positive and negative perceptions and coping strategies as a result of the transition. The study suggests the necessary interventions or programs to help employees handle transitions effectively. Also, the study emphasized the importance of having a strong support system in times of change or transition.

    ABSTRACT I TABLE OF CONTENTS II LIST OF TABLES III LIST OF FIGURES IV CHAPTER I INTRODUCTION 1 Background of the Study 1 Statement of the Problem 2 Purpose of the Study and Research Questions 4 Significance of the Study 4 Definition of Terms 5 CHAPTER II LITERATURE REVIEW 7 Working from home during COVID – 19 Pandemic 7 Transition Events 8 Schlossberg’s Transition Model 11 Strategies for Transition 16 CHAPTER III RESEARCH METHODS 19 Research Approach 19 Research Conceptual Framework 20 Research Procedure 21 Data Collection 25 Data Analysis 31 Research Quality 37 CHAPTER IV RESEARCH FINDINGS AND DISCUSSIONS 40 BPO Employees’ Perceptions On Their Work Transition Experiences 40 BPO Employees’ Coping Processes and Strategies 55 Discussion 67 CHAPTER V CONCLUSIONS 74 Conclusion 74 Implications 75 Research Limitations 77 Suggestions For Future Research 78 REFERENCES 79 APPENDIX A INFORMED CONSENT 88 APPENDIX B INTERVIEW QUESTIONS AND QUESTIONS IN THE OPEN-ENDED QUESTIONNAIRE 89 APPENDIX C EXAMPLE OF OPEN CODING BY ATLAS.TI 90 LIST OF TABLES Table 3.1 Participant Profile (Hybrid Work Set-up) 28 Table 3.2 Participant Profile (Full Return-to-Office Work Set-up) 29 Table 3.3 Data Table 33 Table 4.1 Positive and Negative Perceptions 41 Table 4.2 Positive and Negative Coping Strategies 56 Table 4.3 Support System 62 LIST OF FIGURES Figure 2.1 The Individual In Transition 12 Figure 3.1 Research Conceptual Framework 20 Figure 3.2 Research Procedure 24 Figure 3.3 Data Analysis Process 32 Figure 3.4 Final Data Structure 36 Figure 4.1 Transition Process 73

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