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INFORMATION ON MASTER’S THESIS

1. Full name: Pham Thi Ngoc 2. Sex: Female 3. Date of birth: August 2nd 1983 4. Place of birth: Bac Giang 5. Admission decision number: 449/QĐ-KH&SĐH Dated October 14th 2008 issued by the Director of University of Social Sciences and Humanities- National University of Hanoi. 6. Changes in academic process: None 7. Official thesis title: The psychological community atmosphere of collective call center in The customer care center Viettel at Hanoi. 8. Major: Psychology. 9. Code: 60 31 80 10. Supervisors: Assoc.Prof.Dr Nguyen Huu Thu – Faculty of Psychology, University of Social Sciences and Humanities, Vietnam National University, Hanoi. 11. Summary of the findings of the thesis: - The psychological atmosphere in the business community is a social and psychological state which reflects the extent of development of interpersonal relationships, state of mind, tendencies, viewpoints and satisfaction and attitudes of all members towards the relationships within the community, working conditions and labor organization. - The psychological community atmosphere of collective call center in The customer care center Viettel at Hanoi is favourable. - There are various factors impacting on the psychological atmosphere of collective call center in the customer care center Viettel at Hanoi, among which the subjective ones play the most influential role. - The favourable psychological atmosphere has had positive influences on the customer called quantity and quality that call center receive and resolved. 12. Practical applicability, if any: - It’s necessary for the leaders to make the call centers feel respected, feel that they’re a member of the common Viettel house, the employee’s contribution is recognized. - The leaders usually grasp the situation of thought and life of call center, care about the spiritual needs of the collective by organizing outdoor activities, picnic to enhance understanding, communication, set close relationship between the staff, create a favorable environment to promote relationship collective abundance. - Need a loosening of regulations, sanctions, and increase the salary and bonuses for the call center; take measures to save more time in meeting, have a policy preference call center who are pregnant women or women have young children. 13. Further research directions, if any: None. 14. Thesis-related publications: None