Business Sustainability in a Telecollection Agency: A Sequential Exploratory Analysis
Keywords:
Telecollection agency, Sequential Exploratory Analysis, Business sustainability, Employee engagement, Technological integration, Customer-centric cultureAbstract
This study examines the factors contributing to the sustainability of a family-owned telecollection agency in a highly urbanized city in the Philippines. Using a Sequential Exploratory Design, the study combines qualitative narratives from the couple owners of the agency and quantitative data from 315 employees. Four key themes were identified: strategic vision, employee engagement, technological integration, and customer-centric culture. Structural Equation Modeling (SEM) was used to analyze the quantitative data, revealing significant relationships between these factors and business sustainability. The study provides insights into how family-owned businesses, particularly telecollection agencies, can sustain operations in dynamic market conditions.
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Copyright (c) 2024 Eliand Rey Soliman (Author)
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