The current study was interested in determining the moderating role of psychological capital in the relationship between job stress and the outcomes of incivility and job involvement among employees at a call centre in Durban, KwaZulu-Natal. A quantitative research design was adopted in conducting this study. The relationships between psychological capital, job stress, incivility and job involvement were examined using two theoretical frameworks, namely, the Broaden-and-Build Theory of positive emotions (Fredrickson, 1998) and the Job Stress Model (Spector & Fox, 2002). The research aimed to determine the relationship between psychological capital, job stress, incivility and job involvement, whether psychological capital and job stress held predictive value for the outcomes of incivility and job involvement, and the extent to which psychological capital moderated the relationship between job stress and incivility and job stress and job involvement. The sample consisted of 104 call centre agents, 28 male and 76 female employees, who were required to complete questionnaires measuring each of the constructs under study. Data was analysed using exploratory factor analysis, descriptive statistics, Pearson product-moment correlations, multiple regression analysis and hierarchical regression analysis. The findings of the study indicated that high levels of psychological capital correlated with low levels of incivility and high job involvement. Additionally, a high level of job stress was associated with high incivility and low job involvement. The findings of the study further indicated that job stress predicted incivility and job involvement, while the optimism dimension of psychological capital also predicted job involvement. Additionally, psychological capital did not moderate the relationship between job stress and incivility nor did it moderate the relationship between job stress and job involvement. The study contributes to the existing literature on psychological capital, job stress, incivility and job involvement while adding a new dimension to the existing literature available on each of these constructs, by determining the relationships between the constructs. / Thesis (M.Soc.Sc.)-University of KwaZulu-Natal, Durban, 2013.

Šiame dokumente aprašytas darbas susideda ir trijų pagrindinių dalių. Pirmojoje, inžinerinėje dalyje atlikome vizitų registravimo sistemos (toliau - „PharmaCODE“) analizę ir projektavimą. Čia pateikėme esmines verslo aplinkos, reikalavimų ir konkurentų analizės, o taipogi ir projektavimo detales. Pateikėme pagrindinius architektūrinius sprendimus. Antrojoje darbo dalyje aprašėme sistemos kokybės tyrimus, naudojant statinės išeities kodų analizės įrankius ir metodus. Šioje dalyje aprašėme kokius įrankius naudojome ir pateikėme pagrindinius kodo analizės rezultatus. Trečiojoje darbo dalyje gilinomės į išeities tekstų analizės metodus ir įrankius, sukūrėme patobulintą analizės taisyklę. Mūsų taisyklės pagalba pavyko aptikti daugiau potencialių SQL-įterpinių saugumo spragų nei aptiko jos pirmtakė – Microsoft projektuota kodo analizės taisyklė. / This work consists of three major parts. First – engineering part – is analysis and design of call reporting system (codename – “PharmaCODE”). We will provide main details of business analysis and design decisions. Second part is all about testing and ensuring system quality, mainly by means of static source code analysis tools & methods. We will describe tools being used and provide main results of source code analysis in this part. And finally, in the third part of this we go deeper into static source code analysis and try to improve one of analysis rules. These days, when there is plenty of evolving web-based applications, security is gaining more and more impact. Most of those systems have, and depend on, back-end databases. However, web-based applications are vulnerable to SQL-injection attacks. In this paper we present technique of solving this problem using secure-coding guidelines and .NET Framework’s static code analysis methods for enforcing those guidelines. This approach lets developers discover vulnerabilities in their code early in development process. We provide a research and realization of improved code analysis rule, which can automatically discover SQL-injection vulnerabilities in MSIL code.

Les cadriciels et les bibliothèques sont indispensables aux systèmes logiciels d'aujourd'hui. Quand ils évoluent, il est souvent fastidieux et coûteux pour les développeurs de faire la mise à jour de leur code. Par conséquent, des approches ont été proposées pour aider les développeurs à migrer leur code. Généralement, ces approches ne peuvent identifier automatiquement les règles de modification une-remplacée-par-plusieurs méthodes et plusieurs-remplacées-par-une méthode. De plus, elles font souvent un compromis entre rappel et précision dans leur résultats en utilisant un ou plusieurs seuils expérimentaux. Nous présentons AURA (AUtomatic change Rule Assistant), une nouvelle approche hybride qui combine call dependency analysis et text similarity analysis pour surmonter ces limitations. Nous avons implanté AURA en Java et comparé ses résultats sur cinq cadriciels avec trois approches précédentes par Dagenais et Robillard, M. Kim et al., et Schäfer et al. Les résultats de cette comparaison montrent que, en moyenne, le rappel de AURA est 53,07% plus que celui des autre approches avec une précision similaire (0,10% en moins). / Software frameworks and libraries are indispensable to today's software systems. As they evolve, it is often time-consuming for developers to keep their code up-to-date. Approaches have been proposed to facilitate this. Usually, these approaches cannot automatically identify change rules for one-replaced-by-many and many-replaced-by-one methods, and they trade off recall for higher precision using one or more experimentally-evaluated thresholds. We introduce AURA (AUtomatic change Rule Assistant), a novel hybrid approach that combines call dependency and text similarity analyses to overcome these limitations. We implement it in a Java system and compare it on five frameworks with three previous approaches by Dagenais and Robillard, M. Kim et al., and Schäfer et al. The comparison shows that, on average, the recall of AURA is 53.07% higher while its precision is similar (0.10% lower).

<p>The present mini-thesis seeks to explore and investigate the mathematical theory and concepts that underpins the valuation of derivative securities, particularly European plainvanilla options. The main argument that we emphasise is that novel models of option pricing, as is suggested by Hull and White (1987) [1] and others, must account for the discrepancy observed on the implied volatility &ldquo / smile&rdquo / curve. To achieve this we also propose that market volatility be modeled as random or stochastic as opposed to certain standard option pricing models such as Black-Scholes, in which volatility is assumed to be constant.</p>

<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>

<p><span lang="EN-US" style="font-size:12.0pt / line-height:150% / font-family:&quot / Times New Roman&quot / ,&quot / serif&quot / ">The use of Information and Communication Technology (ICT) both in the General Education and Training (GET) and Further Education and Training (FET) bands is viewed as an innovative tool in enhancing a learner-centered approach to teaching and learning.&nbsp / As a result, a number of schools in rural and urban environments in South Africa have been provided with computers and other digital resources to facilitate teaching and learning. This study investigated the use of ICT in the teaching and learning of English First Additional Language (FAL) at Grade 10 level. It set out to discover digital resources and literacies to which teachers and learners were exposed in the English (FAL) classroom, and how these resources were used to enhance learners&rsquo / reading and writing skills. Following a qualitative research design, this study made use of classroom observations and interviews to collect data from teachers and Grade 10 learners. The collected evidence was from a single school which uses Khanya Project ICT materials.&nbsp / The school is located in one of the disadvantaged black townships in Cape Town. The study made use of Second Language Acquisition (SLA) theory and the constructivist theoretical framework to make sense of classroom interaction and the extent to which ICT and other teaching strategies were used to facilitate acquisition of English language skills, particularly reading and writing. The findings of the study show that there are a number of factors influencing ICT integration in Grade 10 English (FAL).&nbsp / These factors include teachers&rsquo / and learners&rsquo / limited access to ICT and digital literacy.&nbsp / Other factors relate to pedagogy and support in the use of ICT in teaching and learning.&nbsp / All the identified factors indicate that there are a number of barriers to ICT integration in English teaching and learning.&nbsp / The study concludes that ICT use has great potential in providing creativity and innovativeness to facilitate language teaching and learning. Given the lack of adequate ICT resources and under-utilization of ICT resources in disadvantaged schools, there is a need to improve teacher and learner access to ICT, especially in disadvantaged schools.&nbsp / This could be done through monitored support and adequate teacher training and active involvement of higher education institutions through teacher training programmes which should prioritize ICT integration in their curricula.&nbsp / <br type="_moz" /> </span></p>

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.

Call-response surveys were conducted to better delineate and estimate the population of the nationally threatened least bittern and their habitat requirements in southern Manitoba, Canada. Other marsh bird species whose populations are believed to be declining due to wetland loss throughout, or in parts of, their range were also surveyed including the American bittern, pied-billed grebe, sora, Virginia rail and yellow rail. Surveys were conducted during the 2003 and 2004 breeding seasons within 46 different wetlands. Least bitterns were encountered on 26 occasions at 15 sites within 5 wetlands. The sora was the most abundant and widely distributed target species and was encountered on 330 occasions in 39 of the 46 surveyed wetlands. Yellow rails were not detected during either survey year due to survey methodology. Use of the call-response survey protocol led to an increase in the numbers of all target species detected. This increase was more significant for the least bittern, sora and Virginia rail. Habitat was assessed as percent vegetation cover within a 50-m radius around the calling sites, and forest resource inventory data were used in a Geographic Information System to determine the landscape composition within a 500-m radius around the sites and within a 5-km radius around the wetlands surveyed. Logistic regression analyses were used to evaluate the relationship between the presence of the target species and the site and landscape characteristics. The target species responded differently to different site and landscape characteristics. Least bittern and pied-billed grebe selected areas with higher proportions of Typha spp. and tall shrubs; American bittern also selected areas with higher proportions of tall shrubs. At the 5-km scale, the American bittern responded positively to the amount of wetland and some positive trends were also detected for the pied-billed grebe. Sora and Virginia rail were not associated with any of the measured landscape characteristics. One of the most important steps towards the conservation of marsh bird species in Manitoba and elsewhere is the development, adoption, and implementation of a standardized survey protocol. Based on the results of the present study, I recommend that future surveys include both a passive and call-broadcast period for marsh bird species. Future surveys should be conducted in both the morning and evening and sites should be visited 3 times each during the breeding season. In southern Manitoba, call-response surveys should begin as early as the beginning of May to ensure the survey incorporates the period of peak vocalization. I recommend that future yellow rail surveys be conducted after dark. In this study many of the target species selected sites that had a greater area of wetland habitat surrounding them. Future wetland conservation efforts should focus on the protection and/or restoration of wetland complexes to ensure that remaining wetlands do not become smaller and increasingly isolated from one another. In addition, the Rat River Swamp was found to be the most productive marsh complex for least bittern in southern Manitoba. Measures should be taken to protect this area from future development and alteration.

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.

Call-response surveys were conducted to better delineate and estimate the population of the nationally threatened least bittern and their habitat requirements in southern Manitoba, Canada. Other marsh bird species whose populations are believed to be declining due to wetland loss throughout, or in parts of, their range were also surveyed including the American bittern, pied-billed grebe, sora, Virginia rail and yellow rail. Surveys were conducted during the 2003 and 2004 breeding seasons within 46 different wetlands. Least bitterns were encountered on 26 occasions at 15 sites within 5 wetlands. The sora was the most abundant and widely distributed target species and was encountered on 330 occasions in 39 of the 46 surveyed wetlands. Yellow rails were not detected during either survey year due to survey methodology. Use of the call-response survey protocol led to an increase in the numbers of all target species detected. This increase was more significant for the least bittern, sora and Virginia rail. Habitat was assessed as percent vegetation cover within a 50-m radius around the calling sites, and forest resource inventory data were used in a Geographic Information System to determine the landscape composition within a 500-m radius around the sites and within a 5-km radius around the wetlands surveyed. Logistic regression analyses were used to evaluate the relationship between the presence of the target species and the site and landscape characteristics. The target species responded differently to different site and landscape characteristics. Least bittern and pied-billed grebe selected areas with higher proportions of Typha spp. and tall shrubs; American bittern also selected areas with higher proportions of tall shrubs. At the 5-km scale, the American bittern responded positively to the amount of wetland and some positive trends were also detected for the pied-billed grebe. Sora and Virginia rail were not associated with any of the measured landscape characteristics. One of the most important steps towards the conservation of marsh bird species in Manitoba and elsewhere is the development, adoption, and implementation of a standardized survey protocol. Based on the results of the present study, I recommend that future surveys include both a passive and call-broadcast period for marsh bird species. Future surveys should be conducted in both the morning and evening and sites should be visited 3 times each during the breeding season. In southern Manitoba, call-response surveys should begin as early as the beginning of May to ensure the survey incorporates the period of peak vocalization. I recommend that future yellow rail surveys be conducted after dark. In this study many of the target species selected sites that had a greater area of wetland habitat surrounding them. Future wetland conservation efforts should focus on the protection and/or restoration of wetland complexes to ensure that remaining wetlands do not become smaller and increasingly isolated from one another. In addition, the Rat River Swamp was found to be the most productive marsh complex for least bittern in southern Manitoba. Measures should be taken to protect this area from future development and alteration.