Tato diplomová práce pojednává o využití koncepce Six Sigma ve finanční instituci. Konkrétně bylo sledováno využití Six Sigmy na oddělení Správy pohledávek a na Zákazanické lince. V obou případech byly nastavovány procesy příchozích hovorů na tato oddělení. Procesy byly nastavovány pomocí metody DMAIC. Z práce jsou zřejmá zlepšení po implementaci změn. Součástí diplomové práce jsou detailní analýzy příchozích hovorů a defektů při jejich přijímání.

Magister Psychologiae - MPsych / This study investigated the factor analytic structure of the Childhood Trauma Questionnaire(CTQ) in school-going adolescents in the greater Cape Town area. This questionnaire is a retrospective method, assessing childhood exposure to trauma in the form of emotional abuse,physical abuse, sexual abuse, emotional neglect and physical neglect (Bernstein & Fink,1998). The data used originated from a survey where several questionnaires including the Childhood Trauma Questionnaire were used to examine perceived stress and resilience in adolescence. The primary study found that there is extensive published research on trauma exposure in adolescents. However, the investigators found that there is a lack of research on actual perceived stress in the context of certain traumatic experiences. This study examined one of the questionnaires used in the primary study, the CTQ. The question of how the factors cluster in a sample of 631participants between the ages of 11 and 18 was answered by using exploratory factor analysis. Three factor analyses, using principal component analysis and Varimax rotation with Kaiser Normalisation were run. The three factor analyses are (i) the entire sample (adolescents, both trauma exposed and non trauma–exposed) (ii) the sample with moderate/severe childhood trauma and (iii) the sample with mild/no childhood trauma.The results of the current study revealed that for group one, five rotated factors were yielded that accounted for 59.22% of the variance among items, for group two, eight rotated factors was extracted that accounts for 62.47% of the variance among items and for group three, nine rotated factors which accounted for 65.38% of variance among the items was yielded.After conceptual analysis, it was found that only group two held to the five-factor stucture described in the CTQ's manual. This indicates that the severity of trauma exposure does affect the factor structure of the CTQ in this sample of school-going adolescents.

O estresse não incide apenas na vida adulta, ele pode ocorrer precocemente e repercutir na maneira como o indivíduo enfrenta as situações estressantes, seja na vida pessoal como no ambiente profissional. Neste contexto, como consequência do estresse crônico e uso de estratégias de enfrentamento inadequadas o profissional poderá ter risco aumentado para desenvolver a Síndrome de Burnout. Com o objetivo de analisar a prevalência e associação entre Síndrome de Burnout, estresse precoce e estratégias de enfrentamento em técnicos e auxiliares de enfermagem de um hospital geral do interior de São Paulo, desenvolveu-se um estudo transversal, de abordagem quantitativa, utilizando os instrumentos: questionário sociodemográfico, de condições de trabalho e saúde, Maslach Burnout Inventory (MBI), Escala de Modos de Enfrentamento dos Problemas (EMEP) e Childhood Traume Questionnaire (CTQ). Utilizou-se estatística descritiva e analítica, realizando-se testes Qui- quadrado, com coeficiente de correlação de Pearson e regressão logística considerando nível de significância de 0,05. Obteve-se aprovação do Comitê de Ética em Pesquisa e a amostra foi aleatorizada com 338 técnicos e auxiliares de enfermagem, houve 8,2% de recusas totalizando 310 participantes. Prevaleceram mulheres (76,1%), com idade media de 47,1 anos (DP 10,94), casado ou com companheiro (58,1%), com filhos (74,5%), são auxiliares de enfermagem (85,5%), trabalham em serviços de alta complexidade (88,7%), média de tempo de serviço de 12,6 anos (DP 8,75), com único vínculo empregatício (79,4%), passaram por consulta média no último ano (88,4%) e tiveram afastamento do trabalho no último ano (50%). A prevalência da Síndrome de Burnout foi de 7,4% e as estratégias de enfrentamento mais utilizadas foram as focalizadas no problema (60%). Quanto a prevalência de estresse precoce, esta foi de 31,3%. A Síndrome de Burnout teve associação com as variáveis morar sozinho (p=0,03), não ter filhos (p=0,04) e ter passado por consulta médica (p=0,05). A Síndrome de Burnout mostrou-se mais frequente entre os participantes que não utilizam as estratégias focalizadas no problema (p=0,01) e também entre os participantes que utilizam de estratégias de busca por suporte social (p=0,02). Ao analisar a Síndrome de Burnout por meio de suas dimensões, verificou-se que a Exaustão Emocional mostrou-se mais significativa entre as mulheres (p=0,02), que possuem ensino superior (p=0,04), que residem sozinhas (p<0,00), que possuem tempo de serviço variando de 6 a 10 anos (p<0,00), que tiveram afastamento do trabalho (p<0,00) e referiram ter doença crônica (p=0,01). Já a Despersonalização mostrou-se mais significativa entre os participantes que passaram por consulta médica no último ano (p=0,04) e a Realização Pessoal mostrou-se mais significativa entre os participantes que moram sozinhos (p<0,00) e com tempo de serviço variando de 21 a 25 anos (p=0,02). Os resultados deste estudo indicam considerável prevalência da Síndrome de Burnout entre estes trabalhadores e preocupante risco para o desenvolvimento desta para grande parte deles. O estresse precoce, presente em significante parcela destes trabalhadores, embora não associado à Síndrome de Burnout neste estudo, também demonstrou ser um fenômeno importante, principalmente se consideradas as possíveis consequências à saúde destas pessoas e também ao modo de enfrentamento dos problemas na vida adulta. / Stress does not occur only in adult life, but also in early life and results in the way individuals face stressful situations, in both their personal and professional life. In this context, as a consequence of chronic stress and inadequate coping strategies the nursing professional may have an increased risk of developing Burnout Syndrome. This study had the objective of analyzing the prevalence and association among Burnout Syndrome, early stress and coping strategies with technicians and nursing assistants of a general hospital in the countryside of São Paulo, developing a quantitative, cross-sectional study, using such tools: social- demographic questionnaire about health and working conditions, Maslach Burnout Inventory (MBI), Scale of Ways to copy with Problems, and Childhood Trauma Questionnaire (CTQ). The descriptive and analytical statistics was used, carrying out chi-square tests by Pearson and logistic regression considering 0, 05 significance level. Approval from the Ethics Committee was obtained and the sample was gotten randomly with 338 technicians and nursing assistants with 8.2% refusals totalizing 310 participants. Women (76,1%) prevailed with ages of 47.1 years old (DP 10,94), married or with a partner (58,1%), with children (74,5%), working as nursing assistants (85,5%), and with high complexity (88,7%), medium service time of 12,6 years (DP 8,75) with service bonds (79,4%), underwent medical consultation last year (88,4%) and were laid off in the last year (50%). Burnout syndrome prevalence was 7,4% and the most used coping strategies were those focused on the problem (60%). The early stress prevalence was 31,3%. Burnout syndrome is regarded to living alone (p= 0,03), not having children (p=0,04) and having had a doctor\'s consultation (p= 0,05). Burnout syndrome was more frequent with those who did not use the strategies focused on the problem (p= 0,01) and also those who used searching strategies for social support (p= 0,02). It was possible to verify the Emotional Exhaustion when the burnout syndrome was analyzed according to its dimensions, showing more expressive among women (p= 0, 02), who have a college degree (p= 0, 04), who live alone (p< 0,00), who have six to ten years of service (p< 0,00), who were laid off (p< 0,00), and mentioned having chronic disease (p= 0,01). The depersonalization has shown to be more significative among the participants who had an appointment with a doctor in the last year (p= 0,04) and the personal achievement showed to be more expressive with participants who live alone (p= 0,00) and the service time ranging from 21 to 25 years (p=0,02). The results of this study indicate considerable prevalence of burnout syndrome among these workers and worrying risk for developing this for most of them. The early stress present in a significant portion of these workers, although not associated with burnout syndrome in this study, also proved to be an important phenomenon, especially when considering the possible consequences to the health of these people and also to the way of dealing with problems in adulthood.

O estresse não incide apenas na vida adulta, ele pode ocorrer precocemente e repercutir na maneira como o indivíduo enfrenta as situações estressantes, seja na vida pessoal como no ambiente profissional. Neste contexto, como consequência do estresse crônico e uso de estratégias de enfrentamento inadequadas o profissional poderá ter risco aumentado para desenvolver a Síndrome de Burnout. Com o objetivo de analisar a prevalência e associação entre Síndrome de Burnout, estresse precoce e estratégias de enfrentamento em técnicos e auxiliares de enfermagem de um hospital geral do interior de São Paulo, desenvolveu-se um estudo transversal, de abordagem quantitativa, utilizando os instrumentos: questionário sociodemográfico, de condições de trabalho e saúde, Maslach Burnout Inventory (MBI), Escala de Modos de Enfrentamento dos Problemas (EMEP) e Childhood Traume Questionnaire (CTQ). Utilizou-se estatística descritiva e analítica, realizando-se testes Qui- quadrado, com coeficiente de correlação de Pearson e regressão logística considerando nível de significância de 0,05. Obteve-se aprovação do Comitê de Ética em Pesquisa e a amostra foi aleatorizada com 338 técnicos e auxiliares de enfermagem, houve 8,2% de recusas totalizando 310 participantes. Prevaleceram mulheres (76,1%), com idade media de 47,1 anos (DP 10,94), casado ou com companheiro (58,1%), com filhos (74,5%), são auxiliares de enfermagem (85,5%), trabalham em serviços de alta complexidade (88,7%), média de tempo de serviço de 12,6 anos (DP 8,75), com único vínculo empregatício (79,4%), passaram por consulta média no último ano (88,4%) e tiveram afastamento do trabalho no último ano (50%). A prevalência da Síndrome de Burnout foi de 7,4% e as estratégias de enfrentamento mais utilizadas foram as focalizadas no problema (60%). Quanto a prevalência de estresse precoce, esta foi de 31,3%. A Síndrome de Burnout teve associação com as variáveis morar sozinho (p=0,03), não ter filhos (p=0,04) e ter passado por consulta médica (p=0,05). A Síndrome de Burnout mostrou-se mais frequente entre os participantes que não utilizam as estratégias focalizadas no problema (p=0,01) e também entre os participantes que utilizam de estratégias de busca por suporte social (p=0,02). Ao analisar a Síndrome de Burnout por meio de suas dimensões, verificou-se que a Exaustão Emocional mostrou-se mais significativa entre as mulheres (p=0,02), que possuem ensino superior (p=0,04), que residem sozinhas (p<0,00), que possuem tempo de serviço variando de 6 a 10 anos (p<0,00), que tiveram afastamento do trabalho (p<0,00) e referiram ter doença crônica (p=0,01). Já a Despersonalização mostrou-se mais significativa entre os participantes que passaram por consulta médica no último ano (p=0,04) e a Realização Pessoal mostrou-se mais significativa entre os participantes que moram sozinhos (p<0,00) e com tempo de serviço variando de 21 a 25 anos (p=0,02). Os resultados deste estudo indicam considerável prevalência da Síndrome de Burnout entre estes trabalhadores e preocupante risco para o desenvolvimento desta para grande parte deles. O estresse precoce, presente em significante parcela destes trabalhadores, embora não associado à Síndrome de Burnout neste estudo, também demonstrou ser um fenômeno importante, principalmente se consideradas as possíveis consequências à saúde destas pessoas e também ao modo de enfrentamento dos problemas na vida adulta. / Stress does not occur only in adult life, but also in early life and results in the way individuals face stressful situations, in both their personal and professional life. In this context, as a consequence of chronic stress and inadequate coping strategies the nursing professional may have an increased risk of developing Burnout Syndrome. This study had the objective of analyzing the prevalence and association among Burnout Syndrome, early stress and coping strategies with technicians and nursing assistants of a general hospital in the countryside of São Paulo, developing a quantitative, cross-sectional study, using such tools: social- demographic questionnaire about health and working conditions, Maslach Burnout Inventory (MBI), Scale of Ways to copy with Problems, and Childhood Trauma Questionnaire (CTQ). The descriptive and analytical statistics was used, carrying out chi-square tests by Pearson and logistic regression considering 0, 05 significance level. Approval from the Ethics Committee was obtained and the sample was gotten randomly with 338 technicians and nursing assistants with 8.2% refusals totalizing 310 participants. Women (76,1%) prevailed with ages of 47.1 years old (DP 10,94), married or with a partner (58,1%), with children (74,5%), working as nursing assistants (85,5%), and with high complexity (88,7%), medium service time of 12,6 years (DP 8,75) with service bonds (79,4%), underwent medical consultation last year (88,4%) and were laid off in the last year (50%). Burnout syndrome prevalence was 7,4% and the most used coping strategies were those focused on the problem (60%). The early stress prevalence was 31,3%. Burnout syndrome is regarded to living alone (p= 0,03), not having children (p=0,04) and having had a doctor\'s consultation (p= 0,05). Burnout syndrome was more frequent with those who did not use the strategies focused on the problem (p= 0,01) and also those who used searching strategies for social support (p= 0,02). It was possible to verify the Emotional Exhaustion when the burnout syndrome was analyzed according to its dimensions, showing more expressive among women (p= 0, 02), who have a college degree (p= 0, 04), who live alone (p< 0,00), who have six to ten years of service (p< 0,00), who were laid off (p< 0,00), and mentioned having chronic disease (p= 0,01). The depersonalization has shown to be more significative among the participants who had an appointment with a doctor in the last year (p= 0,04) and the personal achievement showed to be more expressive with participants who live alone (p= 0,00) and the service time ranging from 21 to 25 years (p=0,02). The results of this study indicate considerable prevalence of burnout syndrome among these workers and worrying risk for developing this for most of them. The early stress present in a significant portion of these workers, although not associated with burnout syndrome in this study, also proved to be an important phenomenon, especially when considering the possible consequences to the health of these people and also to the way of dealing with problems in adulthood.

Strukturerade ledarledda fritidsaktiviteter, SLF, har ett starkt samband med positiva utfall i ett livslopp. Samtidigt är ostrukturerade fritidsaktiviteter starkt relaterade till negativa utfall i ett livslopp. Den här studien undersöker relationen mellan deltagande i olika fritidsaktiviteter och övergrepp och försummelse av barn från föräldrarna, barns beteendeproblem och externaliserande beteende. Data från 1305 barn, 676 flickor och 629 pojkar, medelålder 14,88 år, användes från forskningsprogrammet Longitiduinal Research on Development In Adolescence, LoRDIA. Data samlades in via självskattningsformulär i klassrumsmiljö. Data analyserades genom Chi-2-test, Pearsons R och logistisk regression. Relativ risk, RR, beräknades. De huvudsakliga slutsatserna visar att alla fem typer av övergrepp och försummelse, beteendeproblem och externaliserande beteende, samt övergrepp och/eller försummelse i kombination med externaliserande beteende har ett signifikant samband med lågt deltagande i SLF och ett högt deltagande i ostrukturerade fritidsaktiviteter. Beteendeproblem har en predicerande påverkan på lågt deltagande i SLF, medan en pappa i arbete eller studier har en predicerande påverka på högt deltagande i SLF. Sexuella övergrepp, externaliserande beteende och beteendeproblem har den högsta RR för högt deltagande i ostrukturerade fritidsaktiviteter, medan beteendeproblem, känslomässig försummelse och sexuella övergrepp har den högsta RR för lågt deltagande i SLF. Implikationer för forskningen och praktiken diskuteras. / Organized leisure time activities, OLTA, is proven to be related to positive life outcomes in life. Meanwhile unstructured leisure time activities are related to negative life outcomes. This study examines the relationship between participation in leisure time activities and child abuse and neglect, conduct problems and externalizing behavior. Data from 1305 children, 676 girls and 629 boys, mean age 14,88, was used from the longitudinal multidisciplinary research program LoRDIA (Longitudinal Research on Development In Adolescence). Data was collected via self-report questionnaires in classroom settings. The data was analyzed via Chi-2, Pearson’s R, and logistic regression. Relative risk ratio, RR, was calculated. The main results show that all five types of abuse and neglect, conduct problems and externalizing behavior, and abuse/neglect combined with externalizing behavior is significant related to low participation in OTLA, and high participation in unstructured leisure time activities. Conduct problems is a single predictor of low participation in OTLA, whereas an employed or studying dad is a single predictor of high participation in OTLA. Sexual abuse, externalizing behavior and conduct problems has the highest RR for high participation in unstructured leisure time activities, whereas conduct problems, emotional neglect and sexual abuse has the highest RR for low participation in OTLA.

<p>In directed forgetting research, participants are instructed to forget information recently learned, and asked instead to remember new information given later. When asked to recall both the to-be-remembered and the to-be-forgotten information, participants successfully exhibit directed forgetting by recalling more to-be-remembered material, than to-be-forgotten material. In the present study, two directed forgetting list method experiments were conducted on undergraduate students of psychology (n = 25; n = 78). The aim of the study was to see if retrieval inhibition between participants with or without traumatic childhood experiences differed, when presented with negative or positive words. All participants were screened for childhood trauma with the CTQ-SF. The participants in the second experiment were additionally screened for dissociation with the DES-II. While Experiment 1, possibly due to small sample size failed to attain a directed forgetting effect, Experiment 2 succeeded. The issue of childhood trauma did not influence the directed forgetting effect.</p>

In directed forgetting research, participants are instructed to forget information recently learned, and asked instead to remember new information given later. When asked to recall both the to-be-remembered and the to-be-forgotten information, participants successfully exhibit directed forgetting by recalling more to-be-remembered material, than to-be-forgotten material. In the present study, two directed forgetting list method experiments were conducted on undergraduate students of psychology (n = 25; n = 78). The aim of the study was to see if retrieval inhibition between participants with or without traumatic childhood experiences differed, when presented with negative or positive words. All participants were screened for childhood trauma with the CTQ-SF. The participants in the second experiment were additionally screened for dissociation with the DES-II. While Experiment 1, possibly due to small sample size failed to attain a directed forgetting effect, Experiment 2 succeeded. The issue of childhood trauma did not influence the directed forgetting effect.

Worldwide tourism has become one of the largest and fastest growing industries. Specifically in the South African context, this growth has been confirmed in recent statistics. However, the growth in the tourism industry does not occur without challenges. It brings both benefits and costs to the residents of a host community, consequently generating both positive and negative tourism impacts. Further, it is recognised that once a community becomes a tourism destination, the lives of the residents are influenced by that particular development; thus effecting their Quality of Life (QoL). Only minimal research has, however, been conducted to determine the influence of the perceived impacts of tourism on residents’ QoL, especially in the South African context. A number of theoretical frameworks have been developed in tourism to signify how the perception of or reactions towards tourism of residents in a host community are influenced at any particular stage of development. Pertaining to QoL, various theoretical models have also been created to describe the functioning of the construct. Although theoretical frameworks have been developed that are distinct to tourism and QoL; to date an integrated approach does not exist that explores the influence of tourism on residents’ QoL. In addition to the lack of an integrated approach in literature, the permanency of tourism products too have not yet been examined in literature. Further, permanency has not been examined in order to determine the influence of tourism impacts on residents’ QoL in selected towns, one being a permanent tourism product (PTP) and the other a nonpermanent tourism product (N-PTP). From the above, it can be seen that three theoretical and practical issues exist: (1) only a modest amount of research has been done to determine the influence of tourism impacts on residents’ QoL; (2) an integrated approach does not exist signifying the relationship between tourism impacts and QoL and; (3) permanency as a differentiation factor has not been investigated in host communities. By addressing these issues, a significant contribution will be made to literature, together with the ensuing practical contributions. Therefore, the main goal of the study was to develop a model to indicate the influence of perceived impacts of tourism on residents’ QoL in selected towns; these having specific differentiation made between a PTP and N-PTP. In order to achieve the goal of the study, five objectives were formulated: The first objective was to analyse theoretical frameworks of tourism and QoL and to identify a particular theoretical framework for the study. Specifically, the Social Exchange Theory (SET) was selected from the theoretical frameworks of tourism, while the Bottom-up Spillover theory was designated as it is peculiar to QoL frameworks. Therefore, the derived theoretical framework indicated that an ‘exchange’ process occurs between tourism development and the residents of the host community. More specifically, social exchange arises between the perceived impacts of tourism and life domains in order to establish the QoL of residents in host communities. The second objective was to analyse tourism both as an industry and product in a host community through a review of existing literature. From the literature review, it can be seen that tourism is a growing industry and product, not only internationally but also in the South African context. Permanency as a characteristic was explored comprehensively to define a tourism product while maintaining the differentiation between a PTP and N-PTP. Residents of a host community are noted as important roleplayers in the tourism industry as tourism impacts affect them in PTP and in N-PTP. This importance is emphasised as residents of a host community: (1) influence the tourism experience; (2) determine the attractiveness of a destination and; (3) control the sustainability of tourism in a host community. The third objective was to analyse QoL and its relation to the residents of a host community, once more, through a literature review. From the review, it was observed that QoL has different definitions and views, some more intricate than others. For the purpose of the study, it was determined that QoL can be described appropriately through the Bottom-up Spillover theory. Therefore, QoL is determined through the collaboration of various life domains that, further, may be either objective or subjective in nature. When examining the relationship between tourism development and QoL, it was established that tourism, through tourism products, produces effects that will influence various life domains, consequently determining the QoL of residents in a host community. As with tourism impacts, the QoL of the host community’s residents will subsequently: (1) influence the tourism experience; (2) determine the attractiveness of a destination and; (3) ensure the sustainability of tourism in a community. The fourth objective was to analyse the influence of the economic, environmental, social and cultural impacts of tourism on residents’ QoL and to differentiate between a PTP and N-PTP by using an empirical study. Having in mind that the main goal of the study was to develop a model, Confirmatory Factor Analysis (CFA) and Structural Equation Modelling were conducted on the data. The models, constructed separately for tourism impacts and QoL, were subsequently integrated to determine the influence of the perceived impacts of tourism on residents’ QoL. The model with good model fit statistics and supportive of underlying theory was thereafter accepted for further analysis in order to attain comprehensively the main goal of the study. Thereafter, model development tested permanency of tourism products by specifically determining the influence of perceived impacts of tourism on residents’ QoL in selected towns (PTP and N-PTP). From the latter exercise, no practically significant differences were found between a PTP and N-PTP. Therefore, the model constructed as Stage 3 was accepted as the final model of the study and was given the title of Root’s model of Community TourQoL (CTQ). Specifically, the model signified that positive economic, environmental, social and cultural impacts influence residents’ QoL, while negative environmental and social impacts do not influence residents’ QoL in host community. Furthermore, the model showed that no differences were found between a PTP and N-PTP regarding the influence of perceived impacts of tourism on residents’ QoL. The fifth and final objective was to draw conclusions, indicate contributions, formulate recommendations and present limitations peculiar to the study. The greatest significance of the study is seen in the practical contributions of the study, specifically, the development of Root’s model of Community TourQoL (CTQ). Community and tourism planners and/management can implement the model in both PTP and N-PTP to enhance the positive impacts of tourism; while minimising negative impacts, in order to improve residents’ QoL. / Thesis (PhD (Tourism Management))--North-West University, Potchefstroom Campus, 2013.

Worldwide tourism has become one of the largest and fastest growing industries. Specifically in the South African context, this growth has been confirmed in recent statistics. However, the growth in the tourism industry does not occur without challenges. It brings both benefits and costs to the residents of a host community, consequently generating both positive and negative tourism impacts. Further, it is recognised that once a community becomes a tourism destination, the lives of the residents are influenced by that particular development; thus effecting their Quality of Life (QoL). Only minimal research has, however, been conducted to determine the influence of the perceived impacts of tourism on residents’ QoL, especially in the South African context. A number of theoretical frameworks have been developed in tourism to signify how the perception of or reactions towards tourism of residents in a host community are influenced at any particular stage of development. Pertaining to QoL, various theoretical models have also been created to describe the functioning of the construct. Although theoretical frameworks have been developed that are distinct to tourism and QoL; to date an integrated approach does not exist that explores the influence of tourism on residents’ QoL. In addition to the lack of an integrated approach in literature, the permanency of tourism products too have not yet been examined in literature. Further, permanency has not been examined in order to determine the influence of tourism impacts on residents’ QoL in selected towns, one being a permanent tourism product (PTP) and the other a nonpermanent tourism product (N-PTP). From the above, it can be seen that three theoretical and practical issues exist: (1) only a modest amount of research has been done to determine the influence of tourism impacts on residents’ QoL; (2) an integrated approach does not exist signifying the relationship between tourism impacts and QoL and; (3) permanency as a differentiation factor has not been investigated in host communities. By addressing these issues, a significant contribution will be made to literature, together with the ensuing practical contributions. Therefore, the main goal of the study was to develop a model to indicate the influence of perceived impacts of tourism on residents’ QoL in selected towns; these having specific differentiation made between a PTP and N-PTP. In order to achieve the goal of the study, five objectives were formulated: The first objective was to analyse theoretical frameworks of tourism and QoL and to identify a particular theoretical framework for the study. Specifically, the Social Exchange Theory (SET) was selected from the theoretical frameworks of tourism, while the Bottom-up Spillover theory was designated as it is peculiar to QoL frameworks. Therefore, the derived theoretical framework indicated that an ‘exchange’ process occurs between tourism development and the residents of the host community. More specifically, social exchange arises between the perceived impacts of tourism and life domains in order to establish the QoL of residents in host communities. The second objective was to analyse tourism both as an industry and product in a host community through a review of existing literature. From the literature review, it can be seen that tourism is a growing industry and product, not only internationally but also in the South African context. Permanency as a characteristic was explored comprehensively to define a tourism product while maintaining the differentiation between a PTP and N-PTP. Residents of a host community are noted as important roleplayers in the tourism industry as tourism impacts affect them in PTP and in N-PTP. This importance is emphasised as residents of a host community: (1) influence the tourism experience; (2) determine the attractiveness of a destination and; (3) control the sustainability of tourism in a host community. The third objective was to analyse QoL and its relation to the residents of a host community, once more, through a literature review. From the review, it was observed that QoL has different definitions and views, some more intricate than others. For the purpose of the study, it was determined that QoL can be described appropriately through the Bottom-up Spillover theory. Therefore, QoL is determined through the collaboration of various life domains that, further, may be either objective or subjective in nature. When examining the relationship between tourism development and QoL, it was established that tourism, through tourism products, produces effects that will influence various life domains, consequently determining the QoL of residents in a host community. As with tourism impacts, the QoL of the host community’s residents will subsequently: (1) influence the tourism experience; (2) determine the attractiveness of a destination and; (3) ensure the sustainability of tourism in a community. The fourth objective was to analyse the influence of the economic, environmental, social and cultural impacts of tourism on residents’ QoL and to differentiate between a PTP and N-PTP by using an empirical study. Having in mind that the main goal of the study was to develop a model, Confirmatory Factor Analysis (CFA) and Structural Equation Modelling were conducted on the data. The models, constructed separately for tourism impacts and QoL, were subsequently integrated to determine the influence of the perceived impacts of tourism on residents’ QoL. The model with good model fit statistics and supportive of underlying theory was thereafter accepted for further analysis in order to attain comprehensively the main goal of the study. Thereafter, model development tested permanency of tourism products by specifically determining the influence of perceived impacts of tourism on residents’ QoL in selected towns (PTP and N-PTP). From the latter exercise, no practically significant differences were found between a PTP and N-PTP. Therefore, the model constructed as Stage 3 was accepted as the final model of the study and was given the title of Root’s model of Community TourQoL (CTQ). Specifically, the model signified that positive economic, environmental, social and cultural impacts influence residents’ QoL, while negative environmental and social impacts do not influence residents’ QoL in host community. Furthermore, the model showed that no differences were found between a PTP and N-PTP regarding the influence of perceived impacts of tourism on residents’ QoL. The fifth and final objective was to draw conclusions, indicate contributions, formulate recommendations and present limitations peculiar to the study. The greatest significance of the study is seen in the practical contributions of the study, specifically, the development of Root’s model of Community TourQoL (CTQ). Community and tourism planners and/management can implement the model in both PTP and N-PTP to enhance the positive impacts of tourism; while minimising negative impacts, in order to improve residents’ QoL. / Thesis (PhD (Tourism Management))--North-West University, Potchefstroom Campus, 2013.

Magister Psychologiae - MPsych / The outcome of child abuse, i.e. physical, emotional and/or sexual, and child neglect is multifactorial. The severity, duration and nature of abuse and the child’s vulnerabilities are all contributory factors with regards the outcome of abuse. Children who are traumatized are likely to be profoundly affected. Studies have shown and nearly every researcher agrees that early childhood traumas lie at the root of many emotional and psychological illnesses. It has been noted that drug abuse is a major problem in the Western Cape. This thesis explored the relationship between subjectively perceived childhood trauma and drug dependence in an in-patient treatment-seeking sample of adults in the Cape Town Metropolitan Area in the Western Cape. This thesis presents the results of a measure of childhood trauma, namely the Childhood Trauma Questionnaire [CTQ] and a measure of drug dependence, the Drug Use Disorder Identification Test [DUDIT]. The sample consisted of 52 participants and included both males and females. Only participants who were identified as drug dependent were included in the study. Patients who were actively psychotic and/or alcohol dependent were not included in the study. Ethical clearance was obtained from the University of the Western Cape’s higher degree ethical committee. The anonymity of the participants, the importance of responding openly and honestly and the sensitive nature of the questions were highlighted during the test administration. Questionnaires were administered in accordance with the guidelines stipulated in the respective manuals. The data was analysed through correlation. The study found a positive correlation between childhood emotional abuse and drug dependence, and childhood physical abuse and drug dependence.