The call centre industry has experienced a boom over the last decades. More organisations are making use of call centres as a means of speedy service deliveries to their customers. Call centres have therefore become an important method of communication between customers and clients, however the call centre environment has been characterised as being demanding and negatively impacting on employees. This study is therefore aimed at understanding employee experiences of commitment and happiness within the call centre environment. Specifically whether or not those employed within the call centre environment experience both commitment and happiness. Data in the study was collected with the use of a biographical questionnaire and semi- structured interviews. The results in the study suggest that commitment and happiness are experienced in the call centre environment when positive organisational factors such as feedback, recognition, goal accomplishment and growth opportunities are present. / Thesis (M.A.)-University of KwaZulu-Natal, Durban, 2012.

With the introduction of positive psychology the aim with organisational psychology shifted to finding the 'happy/productive' worker and focusing more on work wellness. Historically, working in a higher education institution has generally been considered relatively stress-free and highly satisfying. However, recently the world of work has started to change drastically, which also holds true for higher education institutions. Since 1994, the democratic post apartheid government of South Africa has attempted to redress the injustices of the apartheid era. One of the focus areas of redress is the educational system. This has resulted in a restructuring of the broad higher education system, which implies consequences for the governance of all tertiary institutions. This research focused on the total spectrum of wellness - from unwell-being (e.g. burnout and stress) to well-being (e.g. work engagement). The moderating effects of organisational commitment and affectivity were investigated in order to establish a work wellness profile that will serve as basis for a wellness programme within the work environment. The objectives of this research were to standardise the MBI-GS, UWES and ASSET for employees of higher education institutions as well as to develop and test a causal model of work wellness for this specific group. The research findings are set out as four separate articles, each consisting of a brief literature overview and an empirical study. A cross-sectional design, whereby a sample is drawn from a population at a particular point in time, was used. The data for this study were collected from 372 academic and administrative employees at a higher education institution in South Africa. The Maslach Burnout Inventory (MBI-GS), Cognitive Weariness Scale (CWS), Utrecht Work Engagement Scale (UWES), An Organisational Stress Screening Tool (ASSET), Job Characteristics Scale (JCS), Affectometer 2 (AFM) and a biographical questionnaire were administered. Descriptive statistics, correlations, analysis of variance, canonical analysis, multiple regression analysis and structural equation modelling were used. Structural equation modelling confirmed a four-factor model of burnout consisting of exhaustion, cynicism, professional efficacy, and cognitive weariness. The scales showed acceptable internal consistencies. Analysis of variance revealed differences in burnout for groups with different languages and different years of experience at the institution. A three-factor model of the three UWES dimensions of vigour, dedication and absorption was confirmed. Practically significant differences were found in engagement levels of employees in different language groups, those with different years of experience at the institution and between academic and administrative employees. Acceptable construct validity and internal consistency were found for the ASSET. Compared to normative data, the participants reported significantly high levels of physical ill health, psychological outcomes of stress, and perceived lack of commitment from the organisation. Analysis of variance revealed differences in occupational stress levels for all the biographical variables tested. Multiple regression analysis was used to determine the factors that predict burnout and work engagement. The results showed that engagement can be considered a positive indicator of employee wellness and that job resources and positive affectivity contribute to engagement. Work engagement was related to low burnout scores, while professional efficacy was associated with work engagement. Burnout and physical and emotional strain are negative indicators of employee wellness, while overload, negative affectivity and low levels of primitive affectivity contribute to burnout. Recommendations for the organisations and future research were made. / Thesis (Ph.D. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2004

With the introduction of positive psychology the aim with organisational psychology shifted to finding the 'happy/productive' worker and focusing more on work wellness. Working as an engineer has generally been considered challenging, but tough demands on today's engineers can cause exhaustion, which is due to a combination of personal stressors, job and organisational stressors. However, recently the world of work has started to change drastically - which also holds true for the engineering profession. One of the focus areas of redress is the work-related well-being of engineers, and specifically burnout, stress and work engagement. This research focused on the total spectrum of wellness - from unwell-being (e.g. burnout and stress) to well-being (e.g. work engagement). The moderating effects of organisational commitment and dispositional optimism were investigated in order to establish a causal model for burnout and engagement. The objectives of this research were to standardise the MBI and the UWES for engineers, to determine the occupational stressors of engineers and to develop and test a causal models of work-related well-being of engineers. The research findings are set out as four separate articles, each consisting of a brief literature overview and an empirical study. A cross-sectional research design with a survey as technique of data collection was used to achieve the objectives of this research. The study population consisted of 369 engineers. A biographical questionnaire, the Maslach Burnout Inventory - General Survey WI-GS), the Utrecht Work Engagement Scale (UWES), the Job Characteristics Scale (JCS), the Organisational Stress Screening Tool (ASSET), the Health subscales of the ASSET, the Organisational Commitment subscale of the ASSET, and the Life Orientation Test-Revised (LOT-R) were used. Descriptive statistics, correlations, analysis of variance, factor analyses, multiple regression analysis and structural equation modelling were used to analyse the data. A three-factor model of burnout, comprising exhaustion, cynicism and professional efficacy was confirmed. The internal consistencies of the scales were acceptable. The results obtained from comparing burnout levels of various demographic groups showed that practically significant differences existed between burnout of engineers with different levels of job satisfaction, age, years of experience and self-rated performance. Compared to normative data, participants reported lower levels of physical ill-health and psychological outcomes of stress. The most important stressors identified were work-life balance, work demands and work overload. The results do not support previous findings that commitment has a protective effect against the negative consequences of workplace stress. The buffer hypothesis of organisational commitment is not supported by the data. Structural equation modelling confirmed a model of work engagement, consisting of Vigour, Dedication and Absorption. These three factors had acceptable internal consistencies. The results showed that the self-rated performance and job satisfaction of engineers varied depending on their levels of work engagement. No demographic differences regarding engagement levels could be found between the different age groups, engineering environments, job levels and years of experience. A good fit was found for a model in which exhaustion mediated the relationship between job demands and ill-health, and work engagement (vigour and dedication) mediated the relationship between job resources and organisational commitment. The results suggested that the effect of a lack of job resources on exhaustion and the effect of job resources on work engagement depends on the level of dispositional optimism. Recommendations for future research were made. / Thesis (Ph.D. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2005.

The aim of this study was to explore the validity of the Values in Action Inventory of Strengths (VIA-IS) in an African context. This 240-item self-report questionnaire that measures 24 character strengths (Peterson & Seligrnan, 2004), was developed in a western individualistic context, and it cannot be assumed to be valid in African contexts without prior scientific evaluation. The current study, a first step in the evaluation of its validity in an African context, focussed on psychometric properties such as reliability, mean scores and variance, criterion-related validity, confirmatory and exploratory factor analyses, as well as translatability. In a cross-sectional survey design an availability sample of African students (N=256) completed the original English version of the VIA-IS and other criterion-related measures of psychological well-being and health, during facilitated group sessions. The latter scales were the Affectometer 2 (Kammann & Flett, 1983), the Fortitude Questionnaire (Pretorius, 1998), the Sense of Coherence Scale (Antonovsky, 1987), the Satisfaction with Life Scale (Diener, et al. 1985), and the General Health Questionnaire (Goldberg & Hillier, 1979). Translation of the VIA-IS into Setswana and back-translation were conducted and evaluated by a research evaluation committee. Results indicated that mean scores of the VIA-IS subscales are relatively aligned with those in a western context. Twenty of the twenty-four VIA-subscales showed satisfactory Cronbach alphas reliability indices above .70. The VIA-IS satisfies criterion-related validity as indicated by positive correlation with life satisfaction, positive affect, fortitude and sense of coherence, and negative correlation with negative affect and symptoms of ill-health. The VIA-IS was found to be translatable with preservation of original meaning, but in some instances technical terms had to be borrowed. Second order confirmatory and exploratory principal component factor analyses on the 24 strengths yielded three significant factors, and not six as theoretically expected, in this African group. The three emic virtue clusters are 1) Wisdom, knowledge and courage, 2) Horizontal and vertical relatedness and 3) Integrity in a group context: temperance and justice. This clustering of virtues reflects a socio-centric, collectivistic African cultural value system. It is concluded that the VIA-IS may have merit in an African context, but is not completely valid in its original form with its hypothesised six value clusters. With modifications and adaptations a more valid version may be developed for an African context. Studies on randomly selected, larger African samples are recommended. / Thesis (M.Sc. (Clinical Psychology))--North-West University, Potchefstroom Campus, 2005.

There is a lacuna in the field of positive psychology as far as the conceptualisation of influences of environmental contexts on psychological well-being is concerned, and there is also a lack of credible empirical findings on the dynamics of processes involved. The aim of the current study was to test various models on the possible mediating role of subjective perceptions of health, personality factors and spirituality in the dynamics of context and psychological well-being. Psychological well-being was conceptualised and measured multi-dimensionally as defined from a general psychological well-being, hedonic, and eudaimonic perspective. Context was defined in terms of the historical stratification in South African society by socioeconomic differentials pertaining to race, socioeconomic indices and infrastructural resources. An availability sample of 5 14 participants from Potchefstroom (n=384) and Mafikeng (n=130) completed questionnaires on psychological well-being, subjective perceptions of health, personality factors and spirituality after informed consent was obtained. Psychological well-being was measured with the Affectometer 2 (Kammann & Flett, 1983), the Sense of Coherence Scale (Antonovsky, 1987) and Satisfaction with Life Scale (Diener, Larsen and Griffin, 1985). General psychological well-being was defined and operationalised in terms of the degree of sense of coherence, satisfaction with life and affect balance; hedonic well-being in terms of the degree of satisfaction with life and affect balance, and eudaimonic well-being in terms of the degree of sense of coherence and satisfaction with life. Subjective perceptions of physical health was measure with the General Health Questionnaire of Goldberg and Hillier (1979); Agreeableness and Extraversion as personality factors with the NEO- Personality Inventory - Revised of Costa and McCrae (1992); and Spirituality with the Spiritual Well-being Scale of Paloutzian and Ellison's (1979). The findings indicate, firstly, that perceptions of physical health (article I), personality factors (article 2) and spirituality (article 3) mediate the relationship between contexts and psychological well-being. Secondly, that the hedonic model of psychological well-being (albeit variably conceptualised in article 1 and articles 2 and 3) overall, yielded the highest amounts of variance. Thirdly, the results also indicated differences among the two predominantly black and white samples in terms of the roles played by subjective perceptions of health, personality factors and spirituality in the relationship between contexts and psychological well-being. It is concluded that due consideration must be given to social context and the dynamics of interaction between social ecology and individual factors in order to make a meaningful contribution to the understanding and promotion of psychological well-being. Theoretical and practical implications of these findings are indicated. / Thesis (Ph.D. (Psychology))--North-West University, Potchefstroom Campus, 2006.

During old age there are many challenges that the elderly have to meet. These challenges can include adapting to diminished bodily abilities, decreased intellectual vitality, the death of a spouse and the loss of friends, adapting to new roles and activities, a change in income, a change of housing conditions and retirement. Due to advanced technology and to more sophisticated medical services, life expectancy has changed significantly, which implies that generally speaking people could grow older and that they have to deal with life transitions and daily demands. Friendships enable people to cope better with life transitions and challenges. Very little research, however, is available on the friendship patterns of the elderly. A quantitative, single cross-sectional survey study was conducted where 200 elderly people in South Africa were interviewed by means of a semi-structured questionnaire. The purpose of the research was to investigate friendship patterns among the elderly, and to confirm whether or not people have fewer friendships as they grow older. Data has been statistically analysed by means of frequencies. Results indicate that as people age, they indeed have fewer friendships due to the death of friends, transport problems, illness and the fact that friends moved away. It was also found that although the number of friends becomes fewer, friendship is still regarded as an important aspect. Suggestions are made regarding the value of having different kinds of friendships, which will promote resilience and create more social resources to deal with challenging life transitions. / Thesis (M.A. (Psychology))--North-West University, Potchefstroom Campus, 2006.

<p><font size="3"> <p>The costs of occupational health and well-being are increasingly being considered as sound &lsquo / investments&rsquo / as healthy and engaged employees yield direct economic benefits to the company. The concept of Work engagement plays a vital role in this endeavour because engagement entails positive definitions of employee health and promotes the optimal functioning of employees within an organisational setting. The objective of this study was to examine the relationship between work engagement, self-efficacy and optimism amongst call centre employees in a retail organisation in the Western Cape. Over the last several years, most call centre research has predominately been focused on the aspects and causes of stress, burnout, and the deterrents of employee&rsquo / s well-being. In response to the prevailing preoccupation with negative aspects, the research focused on more positive aspects of human functioning and experiences. The sample comprised of ninety three call centre employees who are employed in the customer service department in a major retail organisation in the Western Cape. Convenience sampling was utilised. The measuring instruments included the Utrecht Work Engagement Scale, The Life Orientation Test-Revised and The General Self-Efficacy Scale. Statistically significant relationships were found between work engagement, self-efficacy and optimism. It was found that call centre agents displayed average levels of work engagement and optimism however they displayed high levels of self-efficacy. It was furthermore found that a moderate percentage of the variance in work engagement can be explained by self-efficacy and optimism. The implication of the results is that interventions that focus on the personal resources (viz. efficacy beliefs, optimism, hope and resiliency) and job resources (viz. physical, social or organizational aspects of the job) will contribute to increasing levels of work engagement.</p> </font></p>

This research sought to clarify the construct of life meaning by creating a new, multidimensional measure of life meaning. In an initial study, 392 university undergraduates (317 women, 75 men) completed several existing life meaning measures. Exploratory factor analytic procedures undertaken on the item responses supported the extraction of 10 factors: Achievement, Framework/Purpose, Religion, Death Acceptance, Interpersonal Satisfaction, Fulfillment/Excitement, Giving to the World, Existential Vacuum, Intimacy, and Control. Of the original 170 items, the 64 items with the highest factor loadings were retained, and together comprise the Multidimensional Life Meaning Scale (MLMS). Higher-order exploratory factor analyses yielded three factors: Personal Efficacy, Self-Transcendence, and Fulfillment. A second study, conducted with an independent sample of undergraduate students (N = 262; 200 women, 62 men), provided mixed support for the factor structure of the MLMS at the item level, but replicated the higher-order factor structure revealed in the initial study. The criterion-related (concurrent and discriminant) validity was also examined in the second study, by factor analyzing the MLMS factors along with criterion subscales thought to be related to life meaning, and support was found for 7 of the 10 first-order factors. In a final study, support was found for the existence of group differences that were hypothesized on the basis of rational links to interpreted higher-order dimensions of life meaning. In accordance with predictions, Theology students (n = 28) reported higher levels of Self-Transcendence and depressed students (n = 31) indicated lower levels of Fulfillment compared to a baseline group of undergraduate students (n = 262). Contrary to expectations, Law/Business students (n =35) were not significantly different from the baseline group on Personal Efficacy. Based on the results of these three studies, it is concluded that the life meaning construct is multidimensional. The Multidimensional Life Meaning Scale is a promising measure of the construct, and the inclusion of both lower-order and higher-order factors is a new way of conceptualizing life meaning. / Thesis (Ph.D, Psychology) -- Queen's University, 2007-08-14 13:59:44.903

<p>This research study employs a strengths perspective. This means that, instead of the traditional deficits or pathology-based approach of focusing on weaknesses, the focus is on positive outcomes. Fortitude, more specifically, is the strength gained from appraising oneself, one&rsquo / s family, and one&rsquo / s social support, in a positive manner. This strength equips people to cope successfully in stressful situations. Fortitude as a construct in the strengths perspective promises to give insight into student success because it takes more than one level of analysis into account. The current research study investigates whether there is a link between fortitude and academic achievement in first year students at the University of the Western Cape.</p>

<p><font size="3"> <p>The costs of occupational health and well-being are increasingly being considered as sound &lsquo / investments&rsquo / as healthy and engaged employees yield direct economic benefits to the company. The concept of Work engagement plays a vital role in this endeavour because engagement entails positive definitions of employee health and promotes the optimal functioning of employees within an organisational setting. The objective of this study was to examine the relationship between work engagement, self-efficacy and optimism amongst call centre employees in a retail organisation in the Western Cape. Over the last several years, most call centre research has predominately been focused on the aspects and causes of stress, burnout, and the deterrents of employee&rsquo / s well-being. In response to the prevailing preoccupation with negative aspects, the research focused on more positive aspects of human functioning and experiences. The sample comprised of ninety three call centre employees who are employed in the customer service department in a major retail organisation in the Western Cape. Convenience sampling was utilised. The measuring instruments included the Utrecht Work Engagement Scale, The Life Orientation Test-Revised and The General Self-Efficacy Scale. Statistically significant relationships were found between work engagement, self-efficacy and optimism. It was found that call centre agents displayed average levels of work engagement and optimism however they displayed high levels of self-efficacy. It was furthermore found that a moderate percentage of the variance in work engagement can be explained by self-efficacy and optimism. The implication of the results is that interventions that focus on the personal resources (viz. efficacy beliefs, optimism, hope and resiliency) and job resources (viz. physical, social or organizational aspects of the job) will contribute to increasing levels of work engagement.</p> </font></p>