Interactions between Dispatchers and Truck Drivers in a High Turnover Context

This article focuses on interactions between dispatchers and drivers in addressing issues related to high turnover in the trucking industry. The study uses a qualitative approach, based on 17 individual interviews and three group discussions with dispatchers, truck drivers and labour and management representatives from 11 different Quebec-based organizations. The results reveal four key characteristics influencing the day-to-day dynamics of trucking operations: 1) the importance of dispatcher-driver interactions in efficient and quality work operations; 2) the precedence of customer satisfaction in these interactions; 3) the interdependent nature of the dispatcher-driver relationship; and 4) the role of listening and mutual respect. These findings provide new insight into understanding this relationship that is critical to driver retention.