Research in Practice

“Tisch Cistrunk-Parmelee’s research. It’s a wake-up call. Customer conflict is seriously hurting retail workers, but targeted training can make a huge difference.”

— Deep Dive Podcast

From Dissertation to Dialogue

The audio summarizes core research insights from my 2021 dissertation. It’s crafted for learning practitioners who want actionable understanding, rather than academic jargon.

Research Context

  • Author: Tisch Cistrunk-Parmelee

  • Year: 2021

  • Methodology: Grounded theory, qualitative survey with embedded microlearning videos

  • Focus: Conflict management, emotional labor, and training design in frontline environments

Select the Play button to listen (13 mins).

NOTE: Although this research focused on retail environments, my findings directly apply to regulated industries such as finance, healthcare, and customer support. Anywhere emotional labor, policy enforcement, and human judgment intersect, the research can be applied.

This work continues to inform how I design learning that supports employees beyond procedure to navigating pressure, conflict, and consequence in real time.