In the present study, the differential effects of two different feedback-delivery methods (written feedback vs. written plus verbal feedback) were compared on the utility and affective reactions of the feedback providers (i.e., raters) and the recipients (i.e., ratees) toward the feedback process, and also on the job performance of the feedback recipients in a military sample. Using a quasi-experimental design, 77 supervisors (who provided feedback) and 71 subordinates (who received feedback) participated in the study. Results indicated that the feedback-delivery technique was differentially effective on the utility and affective reactions of the supervisors. Both the utility and affective reactions of the supervisors who provided written plus verbal feedback were more favorable than those of the supervisors who provided written-only feedback to their subordinates. However, neither the reactions nor the job performance of the subordinates in the two feedback conditions differed significantly from each other.

隨著女性大量投入勞動就業市場，家庭結構的轉變，核心家庭中的雙薪家庭盛行，兒童照護將不再是女性責任。托兒問題加上少子女化的現況，也已成為目前國家安全的重要課題。 本研究之研究途徑採用「行為研究途徑」，研究方法係採文獻探討法及問卷調查法，樣本來源以北、中、南勞工密集的工業區或科學園區鄰近的12家托育機構為主，總共發出500份問卷，回收443份問卷，刪除無效問卷42份，問卷有效回收率80.2%，分別以描述性統計、t檢定、單因子變異數分析、皮爾遜積差相關及多元迴歸分析等統計方法來探討各變項間之關係。 本研究結果發現： 一、企業提供彈性工時（地點）、托育津貼、員工親職教育活動、員工優質托育機構與資訊的選擇、組成員工托育的成長團體或支持團體對於「工作與家庭平衡」結果顯示有差異，另外，企業提供托兒福利措施中，「產假（陪產假）」對於「員工工作績效」結果顯示沒有差異。 二、企業托兒福利使用程度對於工作與家庭平衡與員工工作績效有顯著相關，並且有預測力。 三、工作與家庭平衡對於員工工作績效有顯著相關，並且有預測力。 四、工作與家庭平衡在企業托兒福利使用程度與員工工作績效之間產生中介效果。 / Nowadays, the structure of family has been changed because the huge numbers of woman are working in labor market. There are many dual-earner household among of nuclear family. Taking care of children is no longer the responsibility of woman, therefore, the current situation of childcare and low fertility have been the most important issues of national security. Behavioral research approach and the method of literature review and structural questionnaire method have been used in this study. The targets of samples included 12 child care institutions which are located in the work-intensive industrial or the neighboring science park among the area of north, middle and south of Taiwan. A total of 500 questionnaires were issued, 443 questionnaires have been recovered, 42 questionnaires are invalid which have been deleted. The effective rate of questionnaire is 80.2%. To find out the relationship among these materials, the method of Descriptive Statistics, t Test, One Way Analysis of Variance, Pearson, Product Moment the Correlation, Multiple Regression have been used in this study. The results showed that: 1. It affects work-family balance if the enterprise provides: flexible working hours (location), child care allowance, the activities of staff parenting education , the information of choosing a quality child care institution and the growth or support group composed of staff. In addition, the result shows that there is no difference if the enterprise provides "maternity leave, (paternity leave)" which is one of the measures of child care welfare. 2. It will affect and predict work-family balance and job performance if the enterprise provides corporate child care. 3. It exists remarkable relationship between work-family balance and job performance. The relationship is also predictable. 4. Work-family balance has become the mediation role of corporate child care and job performance.

In South Africa, legislation dictates that employees must be developed resulting in the need to identify candidate's development capability. As such, it is essential to be able to measure the learning potential of candidates. In practice, cognitive ability has been linked to the complex process of job performance. This study aimed to determine whether learning potential can be used as a predictor of job performance. The Learning Potential Computerised Adaptive Test (LPCAT) was utilised to measure learning potential and job performance was measured through a promotion ratio (taking job knowledge and tenure into account). The moderator variables were investigated. A sample of 135 technical employees was drawn. The data was statistical manipulated reporting various significant relationships confirming the internal reliability of the LPCAT and indicating a strong significant relationship between learning potential and job performance. Variables such as learning potential, job grade and tenure are significant when predicting job performance. / Industrial and Organisational Psychology / MA (Industrial and Organisational Psychology)

Durant ces dernières années, les espaces de travail n'ont cessé de changer, en fonction du type de l'organisation ou du travail effectué, mais surtout suite à la mondialisation, aux préoccupations environnementales et aux technologies de l'information et de la communication. L'espace est inhérent à toute situation de gestion, l'important est de déceler son influence sur les acteurs. Le travail perd peu à peu sa notion d'accomplissement de soi et les entreprises font face aujourd'hui à un mal-être des salariés. Cependant, le travail' ne se cantonne pas au stress ou aux troubles psychosociaux, mais il peut être une réalisation ou un dépassement de soi. Conséquemment, nous nous demandons dans quelle mesure la perception de l'espace de travail, notamment de l'open space, influence les perceptions du bien-être du salarié au travail ainsi que sa performance. Nous avons choisi une méthodologie mixte ayant pour finalité la complémentarité des méthodes. Cette stratégie permet de mobiliser simultanément une approche qualitative exploratoire et une approche quantitative. Notre recherche tend à démontrer une corrélation entre la perception de l'espace de travail et les perceptions de bien-être et de performance. S'il existe une relation significative d'une part entre la perception de l'espace de travail et la perception du bien-être au travail et d'autre part entre la perception de ce bien-être et de la performance individuelle, ce n'est pas le cas entre la perception de l'espace et de la performance. Cependant, nous pouvons nous demander si le bien-être du salarié serait un médiateur de la relation espace de travail et performance individuelle. / In recent years, workspaces have continued to change, depending on the type of organization or work, but mostly due to globalization, environmental concerns and information and communication technologies. Space is inherent to any management situation, it is important to detect its influence on the actors. Work gradually loses its notion of self-fulfillment, and companies today face an ill-being of employees. However, the work is not confined to stress or psycho social problems, but it can be a self-fulfillment. Consequently, we ask ourselves to what extent the perception of the workspace, particularly the open plan office, influences perceptions of well-being at work and job performance. We have chosen a mixed research methodology. This strategy allows us to simultaneously mobilize an exploratory qualitative approach and quantitative approach. Our research tends to show a correlation between the perception of the workspace and perceptions of well-being and job performance. If there is a significant relationship between the perception of the work space and the perception of well-being at work and between the perception of well-being and job performance, it is not the case between the perception of space and job performance. However, we wonder if the well-being of the employee may be a mediator of the relation between workspace and job performance.

The objective of the research was to investigate an improvement in job performance when role-play is used as a training and assessment tool in a sales call centre environment. The research was conducted by means of a competence assessment used at different stages (Quality Assurance Performance Management Questionnaire). The final stage was two weeks after the learners who had qualified to be sales agents had entered a real working environment. At this final stage, calls were retrieved and rated against the Quality Assurance Performance Management Questionnaire (QAPMQ). A sample of 40 novice sales agents (learners) were selected and randomly divided into the control and experimental groups. The research findings indicated that if planned well, role-play can be an effective training and assessment tool. / Industrial and Organisational Psychology / M.Comm. (Industrial & Organisational Psychology)

It is proven that the capacity to form human resources and use them with a view of achieving organization´s objectives is one of the essential factors of business success. Human resource management is the latest policy of the work with personnel and it becomes the most significant component of organization´s management. Healthcare facilities represent specific entities. In connection with the reform measures of health services, privatization of hospitals and other circumstances, a trend has appeared recently to convert healthcare facilities to market entities and operate them on base of market principles. In my thesis I tried to cover and evaluate the process of human resource management in the University Hospital in Pilsen which is the largest healthcare facility of the Pilsem Region. The objective of the thesis was achieved. The thesis can be used by the hospital, especially those employees who are in charge of human resource management, to improve the process. Moreover, it can serve to experts as well as general public to acquire more information and form an idea on the situation of human resource management in a large healthcare facility

AFRIKAANS : Die navorsing is uitgevoer ten einde die aard en benutting van Personeelondersteuning- en Loopbaansentrum (POLS) se dienste aan die AID-personeel van die hoofkampus van UP, te verken en waar primêr gebruik gemaak was van ‘n kwantitatiewe navorsingsbenadering. Met die aanvang van die navorsingsprosedure was ‘n uitgebreide literatuurstudie oor verwante konsepte van WHPs en die universiteit as werkplek onderneem, gevolg deur empiriese navorsing deur die benutting van twee self-geadministreerde posvraelyste. Die eerste vraelys was aan geselekteerde AID-toesighouers en die tweede vraelys aan AID-werknemers ook geselekteer volgens die proporsioneel-gestratifiseerde steekproeftrekking, versprei. Daar was derhalwe deur middel van evaluerende navorsing ondersoek ingestel na werknemers en toesighouers se behoeftes en verwagtinge van die bestaande dienste, die mate van tevredenheid wat ervaar was en of hul deur die huidige dienste bereik word. Die behoefte aan ‘n volwaardige en gestruktureerde WHP vir UP was ook bepaal. Die studie het ‘n uitgebreide teoretiese deurskouing van die literatuur oor WHPs in die algemeen voorsien en aspekte soos die universiteit as werkplek, met spesifieke klem op die AID as werkplek, ondersoek en beskryf. Indien die literatuurstudie oor WHP in ag geneem word, blyk dit duidelik dat die dienste soos deur POLS gelewer, nie aan die standaarde en riglyne soos deur EAPA-SA gestel, voldoen nie. POLS voldoen op hierdie stadium ook nie aan ‘n tipiese WHP of Bedryfsmaatskaplike werk program nie, vanweë die lewering van beperkte dienste. Die literatuur het ook lig gewerp op die feit dat die WHP ten doel het om die organisasie se visie en missie te ondersteun. Die werksopset, organisasie dinamika en personeel diversiteit binne die Universiteit van Pretoria het dan ook aangedui dat die universiteit ‘n unieke werkgewer is en ook gebonde is tot die onderskrywing van verskeie wetgewing soos van toepassing op alle ander werkgewers. Die AID se missie, organisasiestruktuur, strategiese bestuur, fasiliteite en menslike hulpbronne dui daarop dat die AID nie van enige ander organisasie met betrekking tot werknemer en werkgewer verwagtinge verskil nie. Die literatuurstudie het aangedui dat die kern van WHPs gesetel is in ‘n doelgerigte en gestruktureerde program met die uitsluitlike doel om die werknemer se algehele maatskaplike funksionering te bevorder. Die empiriese navorsing het getoon dat POLS, as die Universiteit van Pretoria se hulpverleningsdiens, nie ten volle in die doel kon slaag nie. Die situasie kan grootliks toegeskryf word aan onkunde met betrekking tot POLS en gepaardgaande dienslewering asook die leemte aan doeltreffende bemarking deur POLS. Daar word derhalwe aanbeveel dat die Universiteit van Pretoria sterk oorweging skenk aan die ontwikkeling en implementering van ‘n volwaardige gestruktureerde werknemerhulpprogram, geskoei op die voorskrifte en beleid van EAPA-SA. ENGLISH : The research was performed to explore the nature and utilization of the Employee Assistance- and Career Centre's (EACC) services to the Academic Information Service (AIS) personnel on the main Campus of the University of Pretoria, and where a quantitative research approach was primarily used. With the commencement of the research procedure an extensive literature study about related concepts of EAP's and the University as a work place was undertaken, followed by empirical research through the usage of two self administered post questionnaires. The first questionnaire was sent to selected AIS-supervisors and the second questionnaire to the AIS-employees, also selected according to proportional stratified sampling procedure. An investigation was therefore done, through research evaluation, whether the employees and supervisors' needs and expectations of existing services, the extent of satisfaction experienced have been met and whether they are reached by the present services. The need for a full-fledged and structured EAP for UP was also determined. The study provided an extensive theoretical study of the literature on EAPs in general and surveyed and described aspects such as the university as work place, with specific emphasis on AIS as work place. Should the literature study on EAP be taken into account, it is evident that services provided by EACC, do not comply with standards and guidelines set by EAPA-SA. The EACC does not comply, at this stage, to a typical EAP or Occupational Social Work programme, because of the delivery of limited services. The literature also revealed the fact that EAPs purpose is to support the vision and mission of the organization. The work set-up, organization dynamics and personnel diversity with-in the University of Pretoria also indicated that the University is a unique employer who is also tied to the underwriting of several legislation applicable to all employers. The AIS's mission, organizational structure, strategical management, facilities and human resources, indicated that AIS do not differ from any other organization with regards to employee and employer expectations. The literature study indicated that the core of EAPs is settled in a purposeful and structured programme with the exclusive purpose to promote the employee's entire social well-being. The empirical study showed that the EACC, as employee assistance service of the University of Pretoria, could not reach the expected goals. This can be assigned to the lack of knowledge regarding EACC and their services, as well as the inefficient marketing by EACC. It is therefore recommended that the University of Pretoria should strongly consider a full-fledged Employee Assistance Programme based on the prescription and policies upheld by EAPA-SA. / Dissertation (MSD)--University of Pretoria, 2009. / Social Work and Criminology / unrestricted

This study explored the importance attached to and the degree of satisfaction with 53 job aspects in the work environment of cooperative research center directors. A survey instrument was mailed to the 105 individuals identified as directors of research units that are (a) committed to multidisciplinary or engineering research, (b) organized as integral units of a university, and (c) supported and funded by industry and other sources. Responses were categorized into two groups: directors involved in NSF (National Science Foundation) Industry/University Cooperative Research Centers (I/UCRC), and directors involved in other types of cooperative research endeavors. A 69% response rate was obtained. One purpose of this study was to measure: (a) factors that influence job satisfaction; (b) factors likely to influence center performance; and (c) success factors in industry/university cooperative research. This study was also designed to: (a) compare job attitudes between the two groups of directors; (c) determine the relationship between measures of importance and satisfaction for each group; and (d) develop predictive models of centers' performance using collected data; Directors assign a high degree of importance and a low degree of satisfaction to the majority of the job aspects; and they tend to be somewhat dissatisfied with those factors they consider most important in their work environment. Directors in the NSF I/UCRC group rated factors related to professional activities and industry/university interactions as significantly more important. In developing models to predict the total operating budget and the number of industrial members at a center, combinations of importance and satisfaction ratings were found to be significant factors.

Los requerimientos de los individuos van cambiando continuamente a causa de la globalización. Por tal motivo, las empresas de servicio deben responder de manera inmediata, con la finalidad de satisfacerlos y ser sostenibles en el tiempo. Sin embargo, muchas de estas organizaciones no les dan importancia a las necesidades de los empleados ni a los factores que influyen en el proceso de creación de nuevas ideas y atención al cliente. Es por ello que la presente investigación tiene como objetivo analizar el impacto de la satisfacción de los empleados de primera línea (FLE – frontline employees) en la percepción de calidad y la satisfacción del cliente en una organización. En consecuencia, se utilizó un método de estudio que consta de la recopilación de revistas científicas que ayudaron a analizar los comportamientos de los FLE y de los clientes. Asimismo, se identificaron los diversos elementos motivacionales durante el encuentro de servicio. Como resultado, se obtuvo que la satisfacción del cliente se ve influenciada por el desempeño y la satisfacción laboral de los FLE, ambos son producto de un agradable clima organizacional. Así, esta investigación es de gran utilidad para que los gerentes puedan conocer la percepción de la organización por parte de sus empleados y clientes, y para elaborar propuestas de mejora en los elementos del clima organizacional y favorecer los resultados de la organización. / The requirements of individuals are constantly changing due to globalization. For this reason, service companies must respond immediately in order to satisfy them and to be sustainable over time. However, many of these organizations do not give importance to the needs of employees and the factors that influence the process of creating new ideas and customer service. Therefore, this research aims to analyze the impact of front-line employee (FLE) satisfaction on the perception of quality and customer satisfaction in an organization. Accordingly, a study method was used, consisting of the collection of scientific journals that helped to analyze the behaviors of FLE and customers. The various motivational elements during the service encounter were also identified. As a result, it was found that the level of customer satisfaction is influenced by the performance and job satisfaction of FLE, both of which are products of a pleasant organizational climate. Therefore, this research will be useful for managers to learn about the perception of the organization by their employees and customers. Furthermore, it will be useful for developing proposals to improve the elements of the organizational climate and to improve the results of the organization. / Trabajo de Suficiencia Profesional

This Master’s thesis deals with the process of employee evaluation in the company GEOtest, a.s. In the first part of the thesis are defined all the necessary theoretical findings needed to formulate proposals for the society. Practical part includes particular information about the company GEOtest, a.s. and the analysis of the current state of evaluation. Furthermore, the new concept of the system of evaluation in accordance with the corporate needs is presented, including the link up of the system and recommendation for its implementation.