Master of Arts (MA)
First Committee Member
Number of Pages
For those employed as information technology support professionals, the message they are receiving is that communication skills are as important as any credential or certification they may possess in terms of staying competitive in the current job market. The goal of this study was to determine the importance of communication skills in interactions between information technology support staff and the end users they support in relation to factors such as stereotypes and expectations. The results of this study suggest that positive end user evaluations of these communication interactions do not rely solely upon the communication skills of the technician, but instead may also be significantly influenced by other equally important factors. However, an argument can certainly be made for technicians to develop communication skills, as these skills should be positively valanced by end users and as a result, should aid in reducing end user uncertainty about future interactions with technicians.
Computer; End; Examination; Interaction; Staff; Support; Users
University of Nevada, Las Vegas
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Price, Kim Mia, "An examination of interactions between computer support staff and end users" (2004). UNLV Retrospective Theses & Dissertations. 1740.