by Lee Sui-Hing Rean, Yip Chui-Ling. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 50-52). / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.iv / LIST OF FIGURES --- p.vi / LIST OF TABLES --- p.vii / ACKNOWLEDGEMENTS --- p.ix / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Research Objectives --- p.3 / Significance of Study --- p.3 / Chapter II. --- LITERATURE REVIEW --- p.5 / Chapter III. --- HYPOTHESES --- p.10 / Chapter IV. --- RESEARCH METHODOLOGY --- p.11 / Research Design --- p.11 / Data Collection Methods --- p.11 / Secondary data --- p.11 / Primary data --- p.12 / Sampling Methods --- p.13 / Sample Characteristics --- p.14 / Data Analysis Method --- p.15 / Chapter V. --- RESULTS --- p.16 / Common Cost-Cutting Measures Adopted by Hong Kong Companies --- p.16 / Communication Between Employers and Employees --- p.16 / Employees' Attitude Towards Cost-Cutting Measures --- p.17 / Relationship Between Employers and Employees --- p.18 / Effects of Cost-Cutting Measures --- p.18 / Staff Morale --- p.18 / Stress at Workplace --- p.19 / Job Security --- p.19 / Work Passion --- p.20 / Popular Remedial Measures Taken by Employers and Their Effectiveness --- p.20 / Willingness to Stay at the Company in the Coming Two Years and the Reasons --- p.22 / Chapter VI. --- ANALYSES AND IMPLICATIONS --- p.23 / Hypothesis 1: Cost-Cutting Measures Negatively Affect Employer-Employee Relationship --- p.23 / Implications --- p.23 / Company Size --- p.25 / Demographic Factors --- p.26 / Hypothesis 2: Cost-Cutting Measures Have Negative Psychological Effect(s) on Employees --- p.27 / Hypothesis 2a: Cost-Cutting Measures Reduce Staff Morale --- p.27 / Hypothesis 2b: Cost-Cutting Measures Increase Job Stress --- p.27 / Hypothesis 2c: Cost-Cutting Measures Decrease Job Security --- p.28 / Hypothesis 2d: Cost-Cutting Measures Decrease Work Passion --- p.28 / Implications --- p.29 / Effects of Different Cost-Cutting Measures --- p.29 / Company Size --- p.31 / Hypothesis 3: Employers are Concerned About the Post-Effect(s) of Cost-Cutting Measures on Employees --- p.32 / Implications --- p.32 / Employers' Attitude to Different Post-Effects --- p.32 / Company Size --- p.34 / Hypothesis 4: Remedial Measures Done by Employers can Effectively Reduce the Negative Effects on Employees --- p.35 / Implications --- p.35 / Other Implications From the Survey --- p.37 / Reasons to Stay in Current Companies --- p.37 / Demographic Factors and Intention to Stay --- p.38 / Importance of Communication --- p.39 / Chapter VII. --- LIMITATIONS --- p.42 / Chapter VIII. --- CONCLUSIONS AND RECOMMENDATIONS --- p.44 / APPENDIX I --- p.46 / APPENDIX II --- p.49 / BIBLIOGRAPHY --- p.50

The purpose of this study was to examine how cultural values and conflict resolution influence the perceptions employees form about their managers. The sample for this study included 118 participants representing various organizations from the United States.

Students are now viewed as customers in many colleges, altering the way in which services are rendered and adding a new dimension to the strategic planning of colleges. Satisfaction is a factor now that students have more choices in higher education. It is time to investigate how student services are delivered and ensure the student's best interest is being served. A transition in higher education occurred when education became more secular and larger numbers of people pursued postsecondary degrees. Several social and federal initiatives caused a surge in higher education. Students who were previously excluded from higher education were welcomed in community colleges. Student services began to focus on the personal and academic development of "the whole student." This study identified how satisfied students are with student services at Tomball College. Additionally, employees were surveyed on their perception of student satisfaction. Gaps were identified and recommendations suggested. The adapted SERVQUAL instrument, consisting of 23 questions, was used to solicit electronic responses from students and employees regarding satisfaction in 10 areas of student services. Three focus groups consisting of students, faculty/staff, and deans/directors were convened to follow-up on electronic survey responses. The significance of this study is that student services providers will be aware of student satisfaction. Providers often think because they spend so much time and effort planning and organizing that students are satisfied. This study can be used as a tool to improve communication within the college.

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The purpose of this study was to determine the relationship between perceived organisational ethical climate and employee commitment within an Australian hospitality organisation, with the objective of determining whether employees' perceptions of the organisational ethical climate influenced their commitment towards their organisation, as well as the associated implications. The Ethical Climate Questionnaire and the Employee Commitment Survey were utilised as measuring instruments. The overall finding revealed a statistically significant relationship between the two variables with the results indicating that organisations possess numerous ethical climates which are perceived by employees in a manner which in turn affects their commitment towards their organisation. It is concluded that employees who are more committed to their organisations have improved attendance records and show lower absenteeism and turnover rates. The findings of this study confirmed existing research and generated new knowledge applicable to the hospitality sector. / Industrial and Organisational Psychology / M. Com. (Industrial and Organisational Psychology)

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2012 / Organisational citizenship behaviour (OCB) is discretionary behaviour of employees that display altruism, courtesy, conscientiousness and loyalty towards co-workers and the organisation. OCB is important, since it promotes efficient and effective functioning of the organisation (Organ, 1988: 4). Research suggests that OCB is related to perceptions of organisational justice (OJ). OJ refers to fairness of decision making processes in the workplace, employees’ perceptions, and the influence of OJ on workplace behaviour. Perceived fairness determines the extent of employees’ OCB contributions to the organisation. OCB may be increased if employee perceptions of OJ are improved (Moorman, 1991: 845). Anecdotal evidence suggests that many workers at the research site (Company A) display negative OCB, hence identifying a need for this study. The main objective of the study was to determine employee perceptions of OJ, levels of OCB, and to test the nature of the relationship between perceptions of OJ and OCB at Company A. Employees at Company A (N=130) were surveyed regarding their perceptions of OJ and their willingness to display OCB. Cross sectional, quantitative data was collected in a paper based survey, by using existing instruments that were formulated from validated standardised questionnaires to measure OJ and OCB. Responses were analysed, and the results of the study showed that certain components of OJ are related to OCB at Company A. Understanding the effect that management practices have on perceptions of OJ will enable management at Company A to improve interaction with employees in an effort to improve employees’ perceptions of fairness. This should enhance employee/management relations, encourage more citizenship behaviour from employees, and ultimately benefit the organisation.

Doctorat en sciences psychologiques / info:eu-repo/semantics/nonPublished

Submitted in fulfillment of the requirements for the degree Master in Philosophy Public Management, Durban, University of Technology, Durban, South Africa, 2017. / This research investigated internal service quality perceptions held by DUT Writing Centre tutors. This research is important because literature is indicative of the fact that internal service quality is a precursor to external service quality. The study employs a mixed method approach. An adapted SERVQUAL Battery termed by Frost and Kumar (2000) as INTSERVQUAL was used to gather the quantitative data. The qualitative data was from a secondary source which was focus group discussions and was analysed using thematic analysis. This study utilised the survey method and a census was conducted to investigate the service quality dimensions. The quantitative results were analysed by use of descriptive and inferential statistics by SPSS 24 program. Five dimensions being reliability, responsiveness, assurance, empathy and tangibles were measured by the instrument and a GAP analysis of the expectation and perception scores was done. It was found that the highest gap was in the tangibles dimension and the lowest gap in the reliability dimension. The research objectives were as follows: • To determine Writing Centre tutors’ expectations of internal service quality at DUT writing centres; • To evaluate Writing Centre tutors’ perceptions of internal service quality at DUT writing centres; • To identify gaps between expectations and perceptions of internal service quality at DUT writing centres; and • To identify customer service expectations and perceptual differences in relation to biographical variables in the population. / M

Higher Education in the late 1990’s experienced significant problems with capacity due to many black students applying to enter previously white institutions (Jansen, 2002:159). The main concern of the new ANC government was the status of historically black institutions. They were unstable due to the migration away from black to white universities and technikons. This reduced their financial status and viability. In addition, the anticipated huge increase in black enrolments in higher education had not materialised (Finweek Survey, February 2009). In order to overcome both of these problems, the then Minister of Education decided to press ahead with a merger programme aimed at reducing the number of higher education institutions from 36 to 21 (Jansen, 2002:6). The primary objective of this research is to investigate the factors that influence employee perceptions of a post-merger Working Environment and Organisational Commitment: a case study of the administration staff in the Finance Department at Walter Sisulu University. There seems to be a lack of efficiently and effectiveness in the he operations of the Finance Department of Walter Sisulu University which this research will investigate through finding solutions to factors of improving the relationship between employee perceptions of their post-merger Working Environment and their Organisational Commitment. This exploratory study collected primary data through the distribution of questionnaires to 59 employees from the Finance Department at the Walter Susulu University, with a 69.12% response rate. The survey included closed questions that were analysed using statistical techniques. The findings revealed overall low scores of 31% for employee perception of their post – merger Working Environment and 50.21% for Organisational Commitment, together with its sub-dimension Affective, Continuance and normative. These scores are disturbing and need to be urgently addressed by the management of the Institution. The implication of the Finance staff’s low perception of their post – merger Working Environment and organisation Commitment is that the institution’s goals will be difficult to be fulfilled due to the low morale of the staff and the non-conducive working conditions. The Institution’s Management should be more transparent, more trustworthy, and more supportive towards staff members and have a good overall communication strategy.

D.Litt. et Phil. / This research focuses on self-concept improvement for adults. A self-image enhancement programme has been developed and its impact tested with regard to shortand medium term developments. Various training approaches have been compared to establish whether massed or spaced sessions training is more effective, and whether individual follow-up after the programme is of advantage. Self-image enhancement is seen as central to a person's functioning and psychological well-being. Self-management and the improvement of the self have taken an important role in today's society where a lot of emphasis is placed on personal achievement and self-actualisation. The background to the research is the question of self-enhancement versus selfconsistency. The self-enhancement thinking promotes the possibility for adult change, while the consistency theories emphasise resistance to change. While an integrated view that places self-image change within the frame of a stable personality becomes necessary, this research aims at establishing the positive changes expected to take place after the self-image enhancement programme. The theories and therapy approaches underlying the design of the self-image enhancement programme include rational-emotive therapy, self-efficacy theory, locus of control theory, and the concept of learned helplessness and learned optimism. The main and subhypotheses were formulated regarding the improvement of the following variables: Total self-concept, physical and personal self, acceptance of others, self-confidence, self-esteem, self-control, nervousness, sociability, formal relations, and self-efficacy. Self-criticism and external locus of control were expected to decrease. The subjects that made up the sample were drawn from companies in Johannesburg and consisted of 133 participants. They were tested before the intervention started, at the end of the course, and again five months later. The self-image enhancement programme was administered to groups of 10 to 12 people. The measurement instruments included the short version of the MMPI, used as the screening device, Vrey's Adolescent Self-Concept Scale, Acceptance of Others Scale, the PHSF Questionnaire, Rotter's Internal-External Locus of Control Scale, and a self efficacy scale. The latter measurement instrument had to be adjusted from another selfefficacy questionnaire and an item analysis was completed. The statistical results show that the self-image enhancement programme is effective in achieving improvement of most of the self-concept variables for all experimental groups taken together. The achieved change was maintained over the medium term except for the self-efficacy and self-control variables. The variables that remained unchanged were acceptance of others, sociability and formal relations, although, based on the literature, an improved self-image is expected to occur with an improved acceptance of others. More research is required regarding interpersonal aspects and self-image enhancement. Regarding the effectiveness of various types of training groups, previous research has not been conclusive. It has also not been established through this study that massed training sessions differ in their effectiveness from spaced sessions, but further research is indicated. The same applies to the role of individual feedback sessions after a training programme. An encouraging finding has been that the self-image enhancement programme is also helping individuals with psychological problems to better their self-image and self- perceptions. This has been shown through the improved results of the MIN PI rejected group and relates to the subhypotheses formulated for this research. This research has confirmed that self-concept improvement during adulthood can be achieved and should in fact be seen as part of ongoing self-development and selfmanagement.