<p>The call centre industry has been one of the fastest growing industries in South Africa. Call centres have for most companies become a basic business requirement for servicing customers. Zapf, Isic, Bechtoldt and Blau (2003: 311) argue that there are high levels of stress amongst employees in call centres, which they believe to be the result of both the work tasks and the interactions with customers. The aim of this study was to establish whether call centre work design and structure contributed to role stress amongst client service representatives (CSRs). It was also the aim of this study to establish whether role stress affected the CSRs‟ levels of job satisfaction and their intentions to quit from their jobs.</p>

Tertiary institutions in South Africa have experienced radical changes in the past decades, especially due to the change from technikons to universities of technology. These changes created new mental and emotional demands for academic staff and placed them under additional pressure. Problems experienced by tertiary institutions include constantly changing systems, students from underprivileged backgrounds and decreased subsidies from the state. These factors could lead to role overload and role conflict. The objective of this research was to examine the relationships between individual indicators of work climate (job challenge demand, role overload and role conflict, job satisfaction and pay satisfaction and social support) and turnover intention. Further objectives included empirically determining if these indicators of work climate can be used to predict turnover intention and to determine if social support plays a moderating role in the translation of work climate in turnover intention. A cross-sectional survey design was used. A convenience sample was taken from a South African university of technology. Measuring instruments for all the variables of interest were administered. Descriptive statistics were used to analyse the data. Finally, a structural equation model was developed to explain the relations between the variables. The results obtained for the scales proved that four of the seven specific measuring instruments are reliable in terms of their specific use for employees in a South African tertiary institution. Job challenge demand, quantitative role overload and role conflict were less reliable. Results showed that when an employee feels that he/she has too much to do in too little time, or if the task is too difficult to complete, he/she will experience lower levels of job satisfaction which in turn may lead to higher levels of turnover intention. Social support from the supervisor and colleagues increase job satisfaction. A moderating effect for social support between work climate (role characteristics and satisfaction) and turnover intention was demonstrated. By way of conclusion, recommendations for future research were made. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2008.

Internationally, as well as locally, the trend is for companies to use call centres as their preferred method of service delivery. The increase in the use of call centres as a service delivery mechanism thus provides many more employment opportunities. Within call centres, service is primarily delivered by frontline employees referred to as customer service representatives (CSRs). While nothing seems to stop the growth of call centres and the increase of employment opportunities within them, working in call centres is not necessarily experienced as pleasant. Working in a call centre is frequently seen as stressful and the work in such a centre can foster burnout. Burnout is considered to be a pathogenic construct. The first purpose of this study was to describe and investigate the contribution of six central characteristics (antecedents) of call centre work environments and their influence on burnout, affective commitment and turnover intentions. These characteristics were work overload; electronic performance monitoring; lack of career and promotion opportunities, lack of skill variety and emotional labour. An incidental sample of customer service representatives (N=146) was obtained from the inbound service call centre of a large financial company. AU six independent variables were found to be significantly related to the experience of burnout, affective commitment and turnover intentions. Multiple regression analysis made it possible to establish that work overload, lack of career and promotion opportunities and skill variety, and emotional labour were the most important predictors of burnout, whereas lack of career and promotion opportunities was the most significant predictors of both affective commitment and turnover intentions. Burnout had a direct effect on turnover intentions and was not mediated by affective commitment. One antecedent that is often associated with the development of burnout is daily hassles, but daily hassles as an antecedent of burnout in call centres has not been studied before. The second purpose of this study was to develop a short Call Centre Daily Hassle Diagnostic Questionnaire that could be used to identify the most common daily hassles that call centre agents experience in their working lives, both within the work environment and within their day-to-day personal lives, and to determine the relationship between it and burnout. A cross-sectional survey research design was used with an accidental sample (N=394) taken from a service and sales call centre. An exploratory factor analysis of the data resulted in a six-factor model of daily hassles within call centres that significantly predicted exhaustion. The factors were daily demands, continuous change, co-worker hassles, demotivating work environment, transportation hassles and inner concerns. In the third part of this research thesis there is a shift away from the pathogenic paradigm towards a more salutogenic/fortigenic paradigm. Very little previous research has been done on adult resilience. The purpose of the third study was to explore the concept of adult resilience and to identify and describe the protective and vulnerability factors that play a role in adult resilience. Through the use of an exploratory factor analysis, eight factors were identified that played a role in adult resilience. They were Confidence and Optimism, Positive Reinterpretation, Facing Adversity, Support, Determination, Negative Rumination, Religion and Helplessness. Based on the findings of this research, some practical recommendations were made for the management of call centres to reduce the development of burnout and turnover intentions, on how to utilise the Hassle-based Diagnostic Scale and on how to apply the Adult Resilience Indicator in the training and development of resilience. / Thesis (Ph.D. (Industrial Psychology) )--North-West University, Potchefstroom Campus, 2007.

The mining industry in South Africa plays a significant role in the economy of the country. South Africa is rated as one of the world’s largest producers of key reserves - gold, manganese ore and platinum– and the high level of industrial and production skills in the mines also contributes to the country’s success. Although the gold mining industry’s contribution is of the utmost importance, it is also under pressure to remain competitive and cost–efficient. Old shafts, worsening health of employees, ore bodies that are not always in their prime phase, the radical increase in the annual electricity tariffs and the possibility of decreased gold prices contribute to the decline in the gold mining industry’s success. The objective of this study was to investigate the relationship between role–specific stress and physical and psychological health, and to determine whether social support has a moderating effect in this relationship for employees in a mining training academy. A cross–sectional survey design was used and a convenience sample (n=437) was taken from a South African gold mining company, where the only criterium for inclusion was to be employed by the organisation at the time the research took place. Descriptive statistics and inferential statistics were used to analyse the data. The measuring instruments used in this study were proven to be reliable. The results indicate that role stressors and physical and psychological health problems are positively related. It also shows that social support can decrease role–specific stress and that social support – especially from colleagues and supervisors – can help to reduce depression and improve the quality of sleep. Furthermore, logistic regression analyses were used to determine whether role stress and social support hold any predictive value regarding physical and psychological health. It was found that if participants’ experience role–specific stress and they receive support – especially from supervisors – it can predict their quality of sleep and the use of medication (physical viii health). The findings also indicate that role stress can predict the experience of depression with regards to psychological health. However, the moderating effect of social support between role stress and depression was not supported in this research. To conclude, recommendations for the organisation and future research are made. / Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2012.

Internationally, as well as locally, the trend is for companies to use call centres as their preferred method of service delivery. The increase in the use of call centres as a service delivery mechanism thus provides many more employment opportunities. Within call centres, service is primarily delivered by frontline employees referred to as customer service representatives (CSRs). While nothing seems to stop the growth of call centres and the increase of employment opportunities within them, working in call centres is not necessarily experienced as pleasant. Working in a call centre is frequently seen as stressful and the work in such a centre can foster burnout. Burnout is considered to be a pathogenic construct. The first purpose of this study was to describe and investigate the contribution of six central characteristics (antecedents) of call centre work environments and their influence on burnout, affective commitment and turnover intentions. These characteristics were work overload; electronic performance monitoring; lack of career and promotion opportunities, lack of skill variety and emotional labour. An incidental sample of customer service representatives (N=146) was obtained from the inbound service call centre of a large financial company. AU six independent variables were found to be significantly related to the experience of burnout, affective commitment and turnover intentions. Multiple regression analysis made it possible to establish that work overload, lack of career and promotion opportunities and skill variety, and emotional labour were the most important predictors of burnout, whereas lack of career and promotion opportunities was the most significant predictors of both affective commitment and turnover intentions. Burnout had a direct effect on turnover intentions and was not mediated by affective commitment. One antecedent that is often associated with the development of burnout is daily hassles, but daily hassles as an antecedent of burnout in call centres has not been studied before. The second purpose of this study was to develop a short Call Centre Daily Hassle Diagnostic Questionnaire that could be used to identify the most common daily hassles that call centre agents experience in their working lives, both within the work environment and within their day-to-day personal lives, and to determine the relationship between it and burnout. A cross-sectional survey research design was used with an accidental sample (N=394) taken from a service and sales call centre. An exploratory factor analysis of the data resulted in a six-factor model of daily hassles within call centres that significantly predicted exhaustion. The factors were daily demands, continuous change, co-worker hassles, demotivating work environment, transportation hassles and inner concerns. In the third part of this research thesis there is a shift away from the pathogenic paradigm towards a more salutogenic/fortigenic paradigm. Very little previous research has been done on adult resilience. The purpose of the third study was to explore the concept of adult resilience and to identify and describe the protective and vulnerability factors that play a role in adult resilience. Through the use of an exploratory factor analysis, eight factors were identified that played a role in adult resilience. They were Confidence and Optimism, Positive Reinterpretation, Facing Adversity, Support, Determination, Negative Rumination, Religion and Helplessness. Based on the findings of this research, some practical recommendations were made for the management of call centres to reduce the development of burnout and turnover intentions, on how to utilise the Hassle-based Diagnostic Scale and on how to apply the Adult Resilience Indicator in the training and development of resilience. / Thesis (Ph.D. (Industrial Psychology) )--North-West University, Potchefstroom Campus, 2007.

The mining industry in South Africa plays a significant role in the economy of the country. South Africa is rated as one of the world’s largest producers of key reserves - gold, manganese ore and platinum– and the high level of industrial and production skills in the mines also contributes to the country’s success. Although the gold mining industry’s contribution is of the utmost importance, it is also under pressure to remain competitive and cost–efficient. Old shafts, worsening health of employees, ore bodies that are not always in their prime phase, the radical increase in the annual electricity tariffs and the possibility of decreased gold prices contribute to the decline in the gold mining industry’s success. The objective of this study was to investigate the relationship between role–specific stress and physical and psychological health, and to determine whether social support has a moderating effect in this relationship for employees in a mining training academy. A cross–sectional survey design was used and a convenience sample (n=437) was taken from a South African gold mining company, where the only criterium for inclusion was to be employed by the organisation at the time the research took place. Descriptive statistics and inferential statistics were used to analyse the data. The measuring instruments used in this study were proven to be reliable. The results indicate that role stressors and physical and psychological health problems are positively related. It also shows that social support can decrease role–specific stress and that social support – especially from colleagues and supervisors – can help to reduce depression and improve the quality of sleep. Furthermore, logistic regression analyses were used to determine whether role stress and social support hold any predictive value regarding physical and psychological health. It was found that if participants’ experience role–specific stress and they receive support – especially from supervisors – it can predict their quality of sleep and the use of medication (physical viii health). The findings also indicate that role stress can predict the experience of depression with regards to psychological health. However, the moderating effect of social support between role stress and depression was not supported in this research. To conclude, recommendations for the organisation and future research are made. / Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2012.

INTRODUCTION: In Canada, the role of Telehealth Coordinator is relatively new. Provider institutions and telehealth networks developed the role to support implementation and use of videoconferencing technology in health care delivery. As telehealth usage grows, an increasing number of Canadian nurses, other regulated health care professionals and unregulated workers are being called upon to function as Telehealth Coordinators. However, in some organizations, this role remains poorly understood and generally, little is known about the demographics of Canada’s Telehealth Coordinator community of practice. PURPOSE: Using Role Theory concepts and the tenets of Nursing Informatics, the broad aim of this qualitative study was to gain a better understanding of the demographics and role that nurses, other regulated health professionals and unregulated workers play in sustainable telehealth technology implementation and use in Canada. This is important in the context of leveraging technology to meet the challenges of an ageing population and increasing burden of chronic illness. METHODS: Qualitative exploratory study design using mixed methods. Telehealth Coordinators from the Canadian Society of Telehealth (CST) and Ontario Telemedicine Network (OTN) were invited to take part in an online survey (33 items) and telephone interview (20 items). RESULTS: From two identified populations – a provincial sample from Ontario and a national sample from other Canadian provinces and territories, 47 Telehealth Coordinators provided responses that could be analyzed. Over half of the respondents (56%) reported being between the ages of 40 – 59 years and 75% were female. Nurses and other regulated health care professionals comprised 53% of the sample. Of the respondents, 66% reported working in a health care provider organization. Responses to the qualitative questions are presented within the context of Role Theory and Nursing Informatics. CONCLUSIONS: Canada’s Telehealth Coordinators are an eclectic community of practice with varying roles, responsibilities, educational backgrounds and experience. Although the role of Telehealth Coordinator varied across organizations and regions in Canada, important commonalities were also found. Participants expressed a need and desire for standards, ongoing professional education opportunities and credentialing – especially if the role involved patient care. Major factors contributing to Canadian Telehealth Coordinators work satisfaction were: 1. patient contact and knowledge that they were making health care more accessible 2. educating others in the use of videoconferencing technology and 3. autonomy. Organizational issues including a lack of resources and understanding of the role by senior executives provided the least satisfaction for Telehealth Coordinators. Strong organizational support for Telehealth Coordinators will increase the probability of successful videoconferencing technology implementation and use.

Ce mémoire vise à vérifier l’effet modérateur de la relation d’encadrement LMX sur la relation entre les demandes du travail et l’épuisement émotionnel. Nous avons d’abord étudié la relation d’encadrement LMX et ses effets multiples, particulièrement sur le stress. Nous avons envisagé le LMX comme une ressource qui peut atténuer les effets des demandes du travail (conflit, surcharge et l’ambiguïté de rôle) sur l’épuisement émotionnel, et ce, avec comme fondement théorique le modèle des tensions du travail de Karasek (1979). Pour vérifier notre modèle, nous avons procédé à une analyse secondaire de données recueillies dans le cadre provenant d’une étude précédente réalisée à l’Institut de gériatrie de l’Université de Sherbrooke en 1996. Des analyses descriptives nous ont permis de valider deux de nos trois principales hypothèses à l’effet que le LMX agit comme modérateur sur la relation entre les demandes du travail et l’épuisement émotionnel. En effet, les résultats montrent que plus le LMX est de qualité, moins les relations entre le conflit de rôle et l’épuisement émotionnel ainsi qu’entre la surcharge de rôle et l’épuisement émotionnel sont significatives. Toutefois, nos résultats indiquent que plus le LMX est de qualité, plus l’effet de l’ambiguïté de rôle est relié à l’épuisement émotionnel. / This paper will demonstrate the moderating effect of the LMX relationship on the connection between job demands and emotional exhaustion. First, we examined the LMX relationship and its various effects, especially on stress. Based on the theoretical foundations of Karasek’s workplace stress model (1979), we considered LMX as a resource that can mitigate the effects of job demands (conflict, overload and role ambiguity) on emotional exhaustion. To validate our model, we conducted a secondary analysis of data gathered in a prior study at the Université de Sherbrooke’s geriatrics institute in 1996.Descriptive analyses allowed us to validate two of our three main hypotheses to the effect that LMX functions as a moderator in the relationship between job demands and emotional exhaustion. The results showed that the better quality the LMX, the less significant the relationship between role conflict and emotional exhaustion and between role overload and emotional exhaustion. The results also showed, however, that the better quality the LMX, the greater the effect of role ambiguity on emotional exhaustion.

The endocrine heart synthesises and secretes two polypeptide hormones: the natriuretic peptides (NP) atrial natriuretic factor (ANF) and B-type natriuretic peptide (BNP). The biological actions of these hormones serve both acutely and chronically to reduce systemic blood pressure and hemodynamic load to the heart, thus contributing to the maintenance of cardiorenal homeostasis. Considerable effort has been focused on the elucidation of the mechanistic underlying ANF and BNP gene expression and secretion but much remains to be determined regarding specific molecular events involved in the cardiocyte secretory function. These hormones are produced by the atrial muscle cells (cardiocytes), which display a dual secretory/muscle phenotype. In contrast, ventricular cardiocytes display mainly a muscle phenotype. Comparatively little information is available regarding the genetic background for this important phenotypic difference with particular reference to the endocrine function of the heart. We postulated that comparison of gene expression profiles between atrial and ventricular muscles would help identify transcripts that underlie the phenotypic differences associated with the endocrine function of the heart as well as identify signaling pathways involved in its regulation. The cardiac atrial and ventricular transcriptomes were analyzed using oligonucleotide microarrays under normal or chronically induced aortocaval shunt volume-overload conditions. Transcriptional differences were validated by RT-PCR and transcripts of interest were knocked-down by RNAi. Comparison of gene expression profiles in the rat heart revealed a total of 1415 differentially expressed genes between normal atrial and ventricular tissues. Functional classification and pathway analysis identified numerous transcripts involved in mechanosensing, vesicle trafficking, hormone secretion, and G protein signaling. Volume-overloaded animals exhibited a progressive increase in cardiac mass over the four-week time course, an increase in expression of known hypertrophic genes, as well as the differential expression of 700 genes within the atria. Volume-overload specifically downregulated the accessory protein for heterotrimeric G protein signaling RASD1 in the atria. In vitro, knockdown of RASD1 in the atrial-derived HL-1 cells, significantly increased ANF secretion, demonstrating a previously unknown negative modulator role for RASD1. The data developed in this investigation provides insight into the expression profiles of genes particularly centered on the secretory function of the heart under normal and chronic hemodynamic overload conditions. Genome-wide expression profile analysis identified RASD1 as being differentially expressed between cardiac tissues as well as being modulated by chronic volume overload. RASD1 emerges as a tonic inhibitor of ANF secretion. The novel function identified herein for RASD1 in the atria is of considerable interest given the fact that secretory impairment of the cardiac natriuretic hormones can negatively impact cardiovascular homeostasis.

Kungälv Energi äger och ansvarar idag över Kungälv Kommuns elnät. Med en ökande befolkningsmängd ställs allt högre krav på elnätet och framför allt leveranssäkerheten. Med kalla vintrar och stort energibehov ger detta upphov till en svårare situation gällande leveranssäkerhet. I nuläget har Kungälv Energi två mottagarstationer, en 130/10kV-station espektive 130/20kV-station. 30/10kV-stationen börjar närma sig en gräns där effektbehovet närmar sig den maximala istributionskapaciteten. Därför fastställs en plan för att kunna klara av effektbehovet vid averi på en av två 130/10kV-transformatorer i mottagarstationen M1. Resultatet av rapporten visar att tillräcklig kapacitet finns i närliggande fördelningsstationer för att klara av reservdrift under hög belastning utan att några övriga komponenter skadas. Rapporten behandlar främst effektflöden för att kontrollera att dessa ej överskrider transformatorernas, ledningarnas och kablarnas märkeffekt. I flertalet fall har även faktorer för nödbelastning räknats med vilket resulterar i att samtliga linjer hos Kungälv Energi klarar av den ökade belastningen. Upptäckta flaskhalsar i nätet har uppmärksammats och delgetts samt förslag till förändringar för att förhindra framtida problem. / Kungälv Energi owns and is responsible of Kungälv municipality's electricity grid. With an increasing population and increasing demands on the grid and especially security of supply. With cold winters and large energy gives rise to a more difficult situation regarding security of supply. Currently, Kungälv Energi two receiving stations, a 130 / 10kV station and 130 / 20kV station. 130 / 10kV station is approaching a point where power demand is approaching the maximum distribution capacity. Therefore sets out a plan to cope with the power demand at the failure of one of two 130 / 10kV transformers of the receiving station M1. The results of the report shows that sufficient capacity is available in nearby distribution stations to cope with the emergency operation under high loads without any other components damaged. The report deals primarily with power flows to check that they do not exceed transformers, lines and cables rated power. In the majority of cases have also factors for distress load been counted with, which gives the result that all lines of Kungälv Energi can handle the increased load. Detected bottlenecks in the network have been highlighted, communicated and proposed changes to Kungälv Energi to prevent future problems.