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Complaint handling encounters represent useful opportunities for retailers to rectify problems, salvage the relationship between the retailer and the customer, and increase customer satisfaction and customer loyalty. Service recovery (complaint handling) therefore becomes critical “moments of truth” for organisations in their efforts to satisfy and retain customers. The purpose of the research was to explore and describe complainants’ evaluations of appliance retailers’ complaint handling procedures in terms of their perceptions of justice. In addition, the relationships between perceived justice and emotions and perceive justice and post-complaint behavioural intentions were explored. The unit of analysis was consumers who had encountered an appliance failure and had sought redress from the appliance retailer where the appliance was originally purchased (within a oneyear recall period). This study used a cross-sectional survey approach to capture real perceptions of justice, emotions and behavioural intentions. Convenience sampling was employed in Tshwane, a major metropolitan area of South Africa. Data was collected via a self-administered questionnaire. A total of 198 usable questionnaires were collected. The results of the exploratory factor analysis showed that respondents had specific expectations about retailers’ complaint handling. Confirmatory factor analysis indicated that the respondents indeed judged complaint handling in terms of procedural, interactional and distributive justice. They experienced procedural justice when complaint handling personnel followed company policy and the correct procedures in handling their complaints, when the employees were competent, when they resolved complaints in a timely manner and made it easy for the dissatisfied consumers to voice their complaints. The respondents experienced interactional justice when complaint handling personnel treated them with respect (were polite), made it easy for them to determine where to lodge their complaints (i.e. to whom they should complain in the company), communicated clearly (with adequate use of language), were appropriately concerned about the problem, took great effort in resolving the complaint, and provided them with an appropriate explanation as to why the appliance has failed. Verbal communication about where to complain forms part of respondents’ perception of the fairness of the interpersonal communications used in settling complaints factor, rather than the procedural justice factor. The respondents experienced distributive justice when they perceived that the redress (i.e. compensation: free repairs, product exchange, refund, voucher etc.) offered by the retailers was more they expected, was fair, was what they deserved or was what they needed. Respondents perceived that retailers’ were fair concerning procedural justice and distributive justice, but unfair concerning interactional justice. The strongest positive emotions that respondents experienced were gratitude, happiness, being valued and joyfulness, while lower levels of warm feelings and pride were experienced. The strongest negative emotions that respondents experienced were anger, annoyance, being upset and being in a bad mood, while lower levels of guilt and sadness were experienced. Relationships exist between respondents’ perceptions of justice and their emotions, and between their emotions and post-complaint behavioural intentions (repurchase intentions, word-of-mouth intentions and third-party complaint intentions). The study has important practical implications for appliance retailers / Dissertation (MSc)--University of Pretoria, 2014. / tm2014 / Consumer Science / Unrestricted

The purpose of this study was to examine whether organizational practices' fairness (also known as organizational justice) and trustâ contribute to the enhancement of role breadth self-efficacy (RBSE), a form of proactive behavior. The sample consisted of 226 white-collar professionals in large and small organizations. Approximately 70% held a college degree. An a priori path model based on theoretical literature was generated to represent causal relationships among the variables. Two paths were explored: a) the relationship among procedural justice, trust in organization, and RBSE; and b) the relationship among interactional justice, trust in supervisor, and RBSE. Findings indicated a statistically significant relationship between procedural justice and trust in organization. The relationships between procedural justice and RBSE and trust in organization and RBSE were not significant. Interactional justice had a statistically significant relationship with trust in supervisor, but not with RBSE. The relationship between trust in supervisor and RBSE was not significant. Respondents expressed a strong trust in their organization, and a stronger trust in their immediate supervisor. The most important discovery in this study was the statistically significant relationship between education and RBSE. Individuals with graduate degrees reported the highest level of RBSE, followed by people with Bachelor's degrees. Globalization and technology are fueling demands for ever-increasing employee skills and higher levels of education. Organizations need highly educated, proactive individuals in order to be successful. Future research should continue to investigate variables and constructs that may enhance RBSE in the workplace. / Ph. D.

Telecommuting is a significant workplace innovation that allows an increasing portion of the work force to work from home or work at a location remote from the central workplace at least one-day a week. Previous studies (Bélanger, 1999; Pinsonneault & Boisvert, 2001; Potter, 2003) have outlined that the reasons for the growth of this phenomenon are found in its perceived benefits for both the telecommuter and their employer: improved productivity, organizational loyalty and belonging, job satisfaction, savings of office space, increased flexibility, improved employee morale and employee retention and attraction. Telecommuting literature has provided models and theories about telecommuting concentrating mainly on the telecommuter's experiences and perspective. However, the ramifications of this practice have a broad range of potential impacts not only on the telecommuter, but also other parties in the work unit. Despite the tremendous growth in telecommuting, relatively few empirical studies (Duxbury & Neufield, 1999; Golden, 2007; Watson-Fritz, Narasimhan, and Rhee, 1998) have directly examined the creeping affect and effect of the telecommuting challenges on others in the work unit. Few studies (Bailey & Kurland, 2002; Cooper & Kurland, 2002; Golden, 2007; McCloskey & Igbaria, 2003) have investigated it from the non-telecommuters' perspective and how it affects their work outcomes and their attitudes More importantly, no earlier studies were found that had ever investigated the effects of the telecommuting arrangement on the non-telecommuter from the organizational justice perspective, and how this affects the non-telecommuter's job satisfaction. This study empirically examined the affects and effects of telecommuting on non-telecommuters, and within that context, examined the extent to which organizational justice perspectives affected job satisfaction. Major findings of the study revealed that : (a) the accessibility of the telecommuter is key, even if they are working offsite, (b) job type/position plays an important role in the selection process or in some non-telecommuters' decision to opt out of telecommuting, (c) there was lack of awareness of a formal telecommuting policy or understanding of how the policy was applied, (d) selection procedures can be biased and unfair, and (e) some non-telecommuters experienced envy and jealousy, frustration, resentment, anxiety, unfairness and anger towards telecommuting colleagues. The results of the study also revealed that interpersonal/interactional, and distributive justice both explained the statistically significant variance in non-telecommuters' job satisfaction. However, interpersonal/interactional justice (which focuses on the quality of interpersonal treatment individuals receive) explained a stronger statistically significant variance in the job satisfaction of non-telecommuters. / Ph. D.

There have been good arguments made for the development of aggressive affirmative action policies with the end goal of quickly moving black South Africans into corporate and high ranks within management of organisations. One of the central arguments in favour of aggressive AA policies is the risk of racial polarization post-apartheid should a quick fix not be initiated. It makes good business and economic sense for AA policies to be implemented as black consumers coupled with black managers will have the eventual end point of lower unemployment and crime, through job creation and security of the representative majority.

The Research of Organizational Citizenship Behavior for Contracted Employees and Formal Employees in the Legislative Yuan¡ÐThe Moderating Effect of Organizational Justice Abstract The organizational citizenship behavior (OCB) is altruistic behavior beyond formal norms performed by members of an organization. Empirically, it has been established that OCB serves to lubricate within-organizational interactions, enhance organizational performance, improve service quality as well as customer satisfaction, and helps to prevent members from leaving the organization. Given these facts, OCB is especially important to the service-oriented public sector. Up to this stage, however, we have seen relatively few local discussions on how OCB can be affected by employment status, and even less on the moderating variables that influence the relationship between OCB and employment status. The purpose of this research is to study differences in organizational citizenship behavior between contracted and formal employees in the Legislative Yuan. Furhtermore, the study tries to explore how organizational justice moderates the impact employment status has on organizational citizenship behavior. The major findings of this study are as following: (1) Relative to formal employees, contracted employees are less conscientious,but not significantly different in the ¡§en-teamed¡¨, ¡§loyalty¡¨ and ¡§enthusiasm¡¨ variables. (2) The moderating effect of organizational justice is obvious. There are significant differences between contracted and formal employees in their ¡§en-team¡¨, ¡§conscientiousness¡¨, ¡§loyalty¡¨ and ¡§enthusiasm¡¨. Contracted employees scored lower than formal employees in these variables. Key words : Organizational Citizenship Behavior, Employment Status, Organizational Justice, Distributive justice, Formal procedural justice, Interactional justice

There have been good arguments made for the development of aggressive affirmative action policies with the end goal of quickly moving black South Africans into corporate and high ranks within management of organisations. One of the central arguments in favour of aggressive AA policies is the risk of racial polarization post-apartheid should a quick fix not be initiated. It makes good business and economic sense for AA policies to be implemented as black consumers coupled with black managers will have the eventual end point of lower unemployment and crime, through job creation and security of the representative majority.

Body-worn cameras are a promising new development in policing. They have been linked to positive outcomes such as decreases in use of force and complaints against officers. However, this new technology has produced a number of issues that could thwart a successful body-worn camera program implementation. One issue is the extent in which officers possess positive attitudes toward using body-worn cameras. If officers do not view body-worn cameras positively, cameras may not be used to their full potential. A promising factor that has emerged from past research in explaining attitudes toward body-worn cameras is organizational justice. Broadly, organizational justice is defined as the extent in which members of an organization are treated fairly and believe this to be the case. Organizational justice has been linked to positive organizational outcomes such as increased compliance with organizational directives and positive evaluation of organizational leadership. The purpose of this study was to examine the relationship between organizational justice and attitudes toward body-worn cameras in police officers across three agencies. Findings indicated that there was no observable relationship between perceptions of organizational justice and attitudes toward body-worn cameras. There were a number of competing explanations for the findings, including potential measurement issues, possible intervening variables, and the possibility that there is no relationship between organizational justice and attitudes toward body-worn cameras.

Magister Commercii (Industrial Psychology) - MCom(IPS) / There have been good arguments made for the development of aggressive affirmative action policies with the end goal of quickly moving black South Africans into corporate and high ranks within management of organisations. One of the central arguments in favour of aggressive AA policies is the risk of racial polarization post-apartheid should a quick fix not be initiated. It makes good business and economic sense for AA policies to be implemented as black consumers coupled with black managers will have the eventual end point of lower unemployment and crime, through job creation and security of the representative majority. / South Africa

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