Walden University ScholarWorks Walden Dissertations and Doctoral Studies Walden Dissertations and Doctoral Studies Collection 2019 Communication Strategies to Motivate Virtual Team Members in the Banking Industry Kristina Nicole Wade Walden University Follow this and additional works at: https://scholarworks.waldenu.edu/dissertations Part of the Communication Commons This Dissertation is brought to you for free and open access by the Walden Dissertations and Doctoral Studies Collection at ScholarWorks. It has been accepted for inclusion in Walden Dissertations and Doctoral Studies by an authorized administrator of ScholarWorks. For more information, please contact [email protected]. Walden University College of Management and Technology This is to certify that the doctoral study by Kristina N. Wade has been found to be complete and satisfactory in all respects, and that any and all revisions required by the review committee have been made. Review Committee Dr. Ronald Jones, Committee Chairperson, Doctor of Business Administration Faculty Dr. Diane Dusick, Committee Member, Doctor of Business Administration Faculty Dr. Judith Blando, University Reviewer, Doctor of Business Administration Faculty Chief Academic Officer Eric Riedel, Ph.D. Walden University 2019 Abstract Communication Strategies to Motivate Virtual Team Members in the Banking Industry by Kristina N Wade MBA, University of Phoenix, 2008 BS, Cornerstone University, 2007 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University August 2019 Abstract Frontline managers in the banking industry support geographically dispersed employees and face significant obstacles in communicating effectively to motivate their virtual team members. The purpose of this multiple case study was to explore communication strategies frontline managers in the banking industry used to motivate virtual team members. Vroom’s expectancy theory was the conceptual framework for the study. Participants consisted of 5 frontline banking managers in Michigan who had successfully implemented communication strategies to motivate virtual team members. Data were collected using face-to-face semistructured interviews, a review of company documents, and a review of company websites. Data were analyzed using thematic analysis following Yin’s 5-step process of compiling, disassembling, reassembling, interpreting, and concluding the data. The 3 emergent themes were a clarification strategy, a technology strategy, and a motivation strategy. Frontline banking managers leading virtual teams might use the findings from this study to improve the clarity of their communications with team members, make effective use of technology in their communication strategy, motivate team members through consistent messaging, and offer adequate rewards and facilitating peer competition among team members. The implications of this study for positive social change include the potential for frontline banking managers to improve job satisfaction and motivation among virtual team members, resulting in higher employment rates, improved local economic stability, and enhanced rapport and volunteerism within their local communities. Communication Strategies to Motivate Virtual Team Members in the Banking Industry by Kristina N Wade MBA, University of Phoenix, 2008 BS, Cornerstone University, 2007 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University August 2019 Dedication I dedicate this study to my parents, George and Judith Wade, sister and brother- in-law, Kathleen and Leander Jones, niece and nephew, Avery and Leander Jones, and my brother Roswell Wade, you may be gone from the physical state, however you will forever be in my heart. You all have my unwavering appreciation and love for all you have endured with me during this time. You have been my support system that has continued to allow me to be great. Roswell, you told me to make you proud prior to your passing and I pray I have done just that. We did it, ladies and gentlemen. We are finished, as I did not do this alone. To my Sorors of Sigma Gamma Rho Sorority, Inc. Lambda Lambda Sigma Alumnae Chapter of Kalamazoo, MI, I appreciate you all more than you know. Any time I have needed to vent regarding school, feeling as if I was not doing well, you were there for me and I cannot thank you all enough for that. Sisterhood! Greater Service, Greater Progress! Acknowledgments First, I give honor to God who allowed me to make it through this. He who brought me to it, will help me through it. My parents who have always told us we could do anything we put our minds to. I said I would stop at a master’s in business administration, however, my thirst for additional knowledge kept me going. Thank you for always encouraging me to do better, be better, again be great. My sister, what can I say, you have always been there for me and kept the encouragement coming. You encouraged me when I am not sure if you knew you were encouraging me. Thank you for being that person and ear to listen, shoulder to cry on, when needed. To my brother Roswell, I never got the chance to tell you thank for you encouragement, I studied every night with you for Undergrad and thought about you every day of Grad and Post Grad. Your words rang through every day, “Make me proud Shorts.” I offer a huge thank you to my committee members. Dr. Ronald Jones you are truly an amazing chair. You came into my life at a time in which I was ready to give up; however, you did not let that happen. I cannot thank you enough for what you have done. I will forever be grateful for you and indebted to you for everything you have done and helped me accomplish. To Dr. Diane Dusick, I appreciate you taking the time to review my work, give feedback, and continuing to push me to do well. To Dr. Judith Blando, thank you for coming on to take the late Dr. Robert Hockin’s position. To the late Dr. Robert Hockin, thank you for all you did while reviewing my study. Thank you for all you did while you were on this Earth. Table of Contents List of Tables .......................................................................................................................v List of Figures .................................................................................................................... vi Section 1: Foundation of the Study ......................................................................................1 Background of the Problem ...........................................................................................1 Problem Statement .........................................................................................................2 Purpose Statement ..........................................................................................................2 Nature of the Study ........................................................................................................3 Research Question .........................................................................................................4 Interview Questions .......................................................................................................4 Conceptual Framework ..................................................................................................5 Operational Definitions ..................................................................................................6 Assumptions, Limitations, and Delimitations ................................................................7 Assumptions ............................................................................................................ 7 Limitations .............................................................................................................. 7 Delimitations ........................................................................................................... 8 Significance of the Study ...............................................................................................8 Contribution to Business Practice ........................................................................... 8 Implications for Social Change ............................................................................... 9 A Review of the Professional and Academic Literature ................................................9 Vroom’s Expectancy Motivation Theory ............................................................. 11 i Complementary and Alternative Theories ............................................................ 14 Virtual Teams........................................................................................................ 19 Virtual Team Leadership and Management .......................................................... 23 Virtual Team Leader-Member Relationships ....................................................... 25 Virtual Team Communication .............................................................................. 27 Improving Organizational Effectiveness Using Virtual Teams ............................ 30 Virtual Team Training .......................................................................................... 32 Employee Performance in Virtual Teams ............................................................. 33 Trust in Virtual Teams .......................................................................................... 35 Improving Employee