Frontline client service workers are central to the service elements of any small and medium enterprise. People who have much customer or client contact are seen to be subject to stronger emotional display rules. These display rules may result in compromising the psychological and/or physical health of workers, because they often lead to a disturbing dissonance between felt emotions and the emotions one must exhibit. It is, therefore, of vital importance for service workers to exhibit Emotional Intelligence, which will enable them to manage both their own emotions and their interactions with other people. Their inability to do so may result in stress as well as physical and emotional exhaustion, also known as Burnout. The objective of this research was to determine the relationship between Emotion Work, Emotional Intelligence, Well-being and Social Support of client service workers within small and medium enterprises, A cross-sectional survey design was used. An availability sample was taken from small and medium enterprises employing client service workers in the Mpumalanga Province (N = 145). The Greek Emotional Intelligence Scale (GEIS), Frankfurt Emotion Work Scales (FEWS), Utrecht Work Engagement Scale (UWES), Oldenburg Burnout Inventory (OLBI) and Social Support Scale, as well as a biographical questionnaire were used as measuring instruments. Cronbach alpha coefficients, factor analysis, inter-item correlation coefficients, Pearson product moment correlation coefficients, stepwise multiple regression analysis, and Multivariate analysis of variance (MANOVA) were used to analyse the data. Principal component analysis resulted in a one-factor solution for Engagement labelled Work Engagement, and a two factor solution for Burnout namely: Disengagement and Emotional Exhaustion. Regarding Social Support, a three factor model was extracted namely; Social Support - Co-worker, Social Support -Supervisor and Social Support - Family. A three factor model was extracted for Emotion Work namely: Emotional Dissonance, Display of Client Care and Extent of Client Interaction. A four-factor solution was extracted for Emotional Intelligence namely: Emotional Expression/Recognition, Use of Emotions to Facilitate Thinking, Control of Emotion as well as Caring and Empathy. An analysis of the data indicated that all of the correlations between the different constructs mentioned below are statistically and practically significant, Disengagement was positively related to Emotional Exhaustion and negatively related to Emotional Expression/Recognition, Emotion Use to Facilitate Thinking and Work Engagement. Emotional Exhaustion was positively related to Emotional Dissonance and negatively related to Emotional Expression/Recognition. Emotional Dissonance was positively related to Display of Client Care, while Display of Client Care was positively related to Extent of Client Interaction, as well as Caring and Empathy. Emotional Expression/Recognition was positively related to both Emotion Use to Facilitate Thinking and Work Engagement. Emotion Control was positively related to Emotion Use to Facilitate Thinking, while it in turn was positively related to Work Engagement. Finally, Social Support from Co-workers was positively related to Social Support from Supervisors and Family, and Social Support from Supervisors was positively related to Social Support from Family. A multiple regression analysis indicated that Emotion Work, Social Support and Emotional Intelligence predicted 29% of the variance in Work Engagement, 30% of the variance explained in Disengagement and 37% of the variance in Emotional Exhaustion. A multivariate analysis of variance (MANOVA) which was used to determine differences between the departmental, age, race, qualification, language and gender groups with regard to Emotion Work, Emotional Intelligence, Well-being and Burnout, indicated no statistical significant differences (p < 0,05). The results indicated a correlation between Emotional Intelligence, Emotion Work and Well-being factors. Emotional Intelligence factors predicted Work Engagement and Emotion Work predicted Emotional Exhaustion. Recommendations were made for the profession of client service work in small and medium enterprises, as well as for future research purposes. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2008.

SMEs can play a significant role in the economy as drivers of economic growth and job creation. Many SMEs are, however constrained by their limited access to finance. This study examines the source of finance of firms in South Africa and estimates the importance of finance as a predictor of output per worker. Using the 2007 World Bank Enterprise Survey, the study focuses on the firm’s access to finance, or sources of finance, as a predictor of the productivity of South African firms. Other factors that are taken into account include sources of finance such as the overdraft of the firm, collateral available and the type of financial institution used to acquire financing. These covariates all play an integral role in whether or not the firm will receive the financing, the amount granted and the repayment terms. Empirical analysis is done with a Cobb–Douglas production function regression to determine how output per worker is influenced by various factors. The results show that output per worker improves as additional finance variables are added to the regression model. Using an access to finance dummy as the dependent variable, a logistic regression model is used to calculate the probability of access to finance as a constraint based on the independent variables. The results of the logistic regression show that the probability of firms’ experiencing access to finance as a constraint is decreased by variables such as fixed assets and increase with negative factors such existing debt and collateral. These results are expected based on previous research on the topic and confirms that access and finance sources are determinants for firm growth. Recommendations include more extensive research on the topic, with panel data over a longer period and specific to a country. Policy recommendations include amended evaluation techniques, adapted to the individual firm’s requirements and strengths. / Thesis (M.Com. (Economics))--North-West University, Potchefstroom Campus, 2012.

Tourism is increasingly being used as a tool to stimulate regional development in rural areas. Small tourism enterprises (STE) lie at the heart of the industry and form a major part of the tourism sector. Characterised by flexible organisational structures and small size, STE are well positioned to respond to a growing demand for unique personalised visitor experiences. Information and communications technologies (ICT) enhance access to information, improve the efficiency of business activities and promote networking between businesses, community and travellers at the local, regional and international level.Western Southland is a predominantly rural region in the far south of New Zealand. Promoting the development of a cohesive tourism industry in the Western Southland region will benefit individual operators, their communities and the region as a whole. Using the case of Western Southland, this study explores the profile and characteristics of STE; their perceptions of the value of networking and collaboration, and their attitudes towards and use of ICT. Also considered are the implications of STE attitudes and behaviour in relation to the New Zealand Tourism Strategy and the New Zealand Digital Strategy goals in shaping regional development. A variety of business and community stakeholders are part of the broader case study contributing a rich understanding of the dynamics of the region. A mixed method approach is used to collect data through a series of semi-structured interviews and a survey. Key findings show that limited planned networking is occurring and there is a need to increase STE awareness of the benefits of collaborative activities in order to promote active engagement with other STE. Existing networks are found to be largely informal and embedded in the social and cultural context of communities. The level of ICT use by STE varies, and considerable support is required to encourage operators to upskill. National development goals promote ideals of sustainable communities and businesses, and are aligned with what operators envisage for their region.

This exploratory study investigates the combined effects on firm performance of Chinese SMEs in Sarawak due to the managerial characteristics of owners / managers and business strategy as moderated by business environment. A review of the existing literature reveals that each of these constructs has been examined either alone or in some combinations and has contributed to the firm performance. Prior studies have raised concern on underspecified models or methodological problems that may have prevented a fuller understanding of potential multivariate relationships among these constructs as relate to one another and to performance.

- / -

Le plan de relance économique de la fin 2008 en France pose à nouveau la question de savoir quel est l’objet des marchés publics. D’instruments au service de l’Administration, ils sont devenus des outils des politiques publiques, des leviers économiques. Et c’est cette dernière fonction, agrégée à la volonté de soutenir la croissance et le potentiel économique des petites et moyennes entreprises (PME), modèle entrepreneurial de référence car le plus représenté, qui relance le débat récurrent entre facilitation et favoritisme envers les PME dans leur accès aux marchés publics. Pourtant, le favoritisme, tel que mis en œuvre par le Small Business Act américain de 1953, est sanctionné par l’application des principes européens de la commande publique : liberté d’accès aux marchés publics, égalité de traitement des candidatures et transparence des procédures. Les réformes successives du Code des marchés publics n’ont eu de cesse d’intégrer des dispositifs en faveur des PME : certains ont été annulés, comme la mise en place de politiques de quotas dans certaines procédures ou l’augmentation des seuils de publicité obligatoire ; d’autres ont été maintenus, c’est le cas de l’allotissement ou de la création du marché public simplifié. La facilitation devient donc synonyme d’allégement des procédures, de simplification de la réglementation, et profite à tous les opérateurs économiques, sans distinction de taille. Pourquoi alors axer le débat sur le bénéfice retiré par l’ensemble des PME, parallèlement à la mise en place d’un régime discriminant en faveur des seules PME innovantes. La rupture n’existe donc peut-être plus seulement entre les PME et les grandes entreprises, mais entre les PME elles-mêmes dans leur accès aux marchés publics. / The economic stimulus package in late 2008 in France raises again the question of what the purpose of public procurement is. As instruments for the Administration, they have become the tools of public policy, economic levers. And their last function, in association with the support of the growth and economic potential of small and medium enterprises (SMEs), business model of reference, because the most represented, restarts the ongoing debate between facilitating and favoritism to the SME for their access to public procurement. Yet, the favoritism, as implemented by the american Small Business Act of 1953, culminating in the implementation of the European principles of public procurement: open access to public procurement, equal treatment of candidates and transparent procedures. Successive reforms of the Procurement Code have not ceased to integrate devices for SMEs: some have been canceled, as the introduction of quota policies in certain procedures or increased levels of mandatory disclosure ; others were held, in the case of the allotment or creation of simplified regulation. Facilitation becomes synonymous of relief procedures, regulatory simplification, and benefits all traders, regardless of size. Why, then, focus the debate on the profit made by all SMEs, alongside the introduction of a discriminant scheme only for innovative SMEs. The break may be not only between SMEs and large companies, but between the SMEs themselves in their access to public markets.

La mondialisation des marchés et de la compétitivité internationale de plus en plus dans les deux dernières décennies ont fourni à l’entrée des entreprises concurrentes sur le marché, parmi lesquels les petites entreprises. Notamment reconnus pour leur importance sociale et économique, les petites entreprises des secteurs de l’activité de l’industrie, du commerce et des services sont, en termes numériques, la grande majorité des entreprises au Brésil. Compte tenu de l’importance de cet objet de la recherche, cette recherche a comme objectif général d'explorer la relation entre l’orientation à l'innovation et les modèles d'internationalisation des petites et moyennes entreprises (PME). Pour atteindre cet objectif principal, trois objectifs spécifiques sont établis, qui sont l’étude du processus et du modèle d’internationalisation de petites et moyennes entreprises basées sur les nouvelles technologies et l’étude des capacités dynamiques pour l’innovation inhérente au processus et au modèle d’internationalisation des PMEs. Les capacités dynamiques d’innovation dirigent le développement de l’innovation technologique, à savoir, l’innovation des produits, procédés et services, favorisant également le développement d’innovation non technologique, en d’autres termes, de Marketing et de l’organisation. En outre, les capacités dynamiques renforcent positivement sur la compétitivité des petites entreprises dans les marchés intérieurs et internationaux. Le fondement théorique de cette recherche réside dans les théories de l’Internationalisation, de l’École Comportementale et de l’École Économique, de l’Internationalisation des Entreprises, et les théories de l’Innovation, se référant aux Capacités Dynamiques pour l’Innovation. Afin de mieux comprendre l’objet de la recherche, pour chaque sujet il y a une section concernant les PME. La diversité sectorielle des participants les entreprises a contribué à l’ampleur des résultats sur les capacités dynamiques de l’innovation des PME brésiliennes, ainsi que d’identifier leurs modèles d’internationalisation. D’après une étude qualitative, l’analyse montre que les PME brésiliennes cherchent à se différencier par l’innovation dans leurs marchés internationaux d’exploitation. En ce qui concerne les modèles d’internationalisation des PME brésiliennes, ils diffèrent à certains critères que celles figurant dans la littérature. Par conséquent, l’analyse des capacités dynamiques de l’innovation montre que les petites entreprises brésiliennes ont un fort potentiel pour le développement de l’innovation, même avec l’existence de barrières externes. Sur l’internationalisation, les PME de l’étude ont des modèles internationaux spécifiques, exigeant, par conséquent, critères approches par rapport à la littérature. Des contributions académiques, la recherche présente l’analyse des capacités dynamiques d’innovation liées à la configuration d’internationalisation des PME brésiliennes, présentant les variables émergents aux thèmes de recherche. Enfin, comme les contributions managériales, l’analyse des cas permettent de vérifier comment les entreprises cherchent à se positionner de manière concurrentielle sur les marchés internationaux. / The globalization of markets and the growing international competitiveness in the last two decades have provided the entry of competing firms in the market, among which are small firms. Notably recognized for their social and economic importance, small enterprises of the industry, trade and services sectors of activity are, in numerical terms, the vast majority of businesses in Brazil. Given the importance of this object of research, this research has as general objective to explore the relationship between the innovation orientation and the internationalization patterns of small and medium enterprises (SMEs). To achieve this general objective, three specific objectives are drawn, which are the study of the internationalization process and patterns of small-and-medium-sized technology based firms and the study of dynamic capabilities for innovation inherent to the distinct internationalization process and patterns of the SMEs. The dynamic capabilities for innovation drive the technological innovation development, namely, innovation in products, processes and services, also fostering the non-technological innovation development, in other words, the Marketing and the organizational. In addition, the dynamic capabilities impact positively on the competitiveness of small businesses in domestic and international markets. The theoretical basis of this research lies in the Internationalization Theories, from the Behavioral School and the Economic School, for Business Internationalization, and the Innovation Theories, referring to the Dynamic Capabilities for Innovation. In order to better understand the object of research, for each topic there is a section concerning to the SMEs. The sectoral diversity of the participants firms contributed to the magnitude of results on the dynamic capabilities for innovation of Brazilian SMEs, as well as to identify their internationalization patterns. From a qualitative study, the analysis show that Brazilian SMEs seek to differentiate through innovation in their international operating markets. Regarding the internationalization patterns of Brazilian SMEs, they differ in some criteria than shown in the literature. Therefore, the analysis of dynamic capabilities for innovation shows that small Brazilian companies have high potential for the innovation development, even with the existence of external barriers. Concerning the internationalization, the SMEs of the study have specific international patterns, requiring, therefore, criteria approaches in relation to literature. As academic contributions, the research presents the analysis of dynamic capabilities for innovation related to the pattern of internationalization of Brazilian SMEs, presenting emerging variables from the research themes. Finally, as managerial contributions, the analysis of the cases enables verifying how firms seek to position themselves competitively in international markets.

Submitted by Raniere Barreto (raniere.barros@ufvjm.edu.br) on 2018-04-16T18:26:05Z No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) cariana_alves_paula_queiroz.pdf: 3375279 bytes, checksum: c3e34207da53a34b3c52da720e82a478 (MD5) / Rejected by Rodrigo Martins Cruz (rodrigo.cruz@ufvjm.edu.br), reason: verificar keywords . UFVJM n?o ? ag?ncia financiadora. on 2018-04-20T15:07:19Z (GMT) / Submitted by Raniere Barreto (raniere.barros@ufvjm.edu.br) on 2018-05-15T19:11:05Z No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) cariana_alves_paula_queiroz.pdf: 3375279 bytes, checksum: c3e34207da53a34b3c52da720e82a478 (MD5) / Approved for entry into archive by Rodrigo Martins Cruz (rodrigo.cruz@ufvjm.edu.br) on 2018-05-15T19:52:50Z (GMT) No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) cariana_alves_paula_queiroz.pdf: 3375279 bytes, checksum: c3e34207da53a34b3c52da720e82a478 (MD5) / Made available in DSpace on 2018-05-15T19:52:50Z (GMT). No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) cariana_alves_paula_queiroz.pdf: 3375279 bytes, checksum: c3e34207da53a34b3c52da720e82a478 (MD5) Previous issue date: 2016 / Desde o s?culo XIX as pedras preciosas encontradas na regi?o do Arranjo Produtivo Local (APL) de Te?filo Otoni, MG, Brasil, ganharam o reconhecimento nacional e internacional, consagrando a cidade com o t?tulo de Capital Mundial das Pedras Preciosas. Essa pesquisa tem por objetivo caracterizar os atores envolvidos nas Micro e pequenas empresas que comp?em a cadeia produtiva do APL de gemas e joias de Te?filo Otoni-MG, identificando as possibilidades de coopera??o no arranjo. Para atingir este objetivo, a pesquisa est? estruturada em m?todos distintos quanto ? natureza, objetivos e delineamento. Relata os aglomerados locais, dando enfoque ao APL, bem como as MPEs e a cadeia produtiva de gemas e joias. Para a consecu??o da pesquisa de campo foram utilizados dois instrumentos para coleta de dados, o question?rio e a entrevista, ambos adaptados da Redesist. Totalizando 160 question?rios aplicados e 3 entrevistas com os representantes do APL e das entidades de classe estabelecidas dentro do arranjo. Com base na an?lise dos dados, podemos afirmar que o APL de gemas e joias de Te?filo Otoni-MG, est? na fase embrion?ria. Caracterizada, pela coopera??o de car?ter mais informal, com a competi??o baseada inicialmente no custo, com baixo n?vel de tecnologia, lideran?a, capacidade inovativa, confian?a interna e introdu??o de novos produtos, processos e design. / Disserta??o (Mestrado Profissional) ? Programa de P?s-Gradua??o em Tecnologia, Sa?de e Sociedade, Universidade Federal dos Vales do Jequitinhonha e Mucuri, 2016. / Since the nineteenth century the precious stones found in the Local Productive Arrangement region (APL) Teofilo Otoni, MG, Brazil, won national and international recognition, consecrating the city with the title of World Capital Gemstones. This research aims to characterize the actors involved in micro and small businesses that make up the APL production chain of gems and jewelry Te?filo Otoni-MG, identifying possibilities for cooperation in the arrangement. To achieve this goal, research is structured in different methods as to the nature, objectives and design. Reports local clusters, giving focus to the APL and the MSBs and the production chain of gems and jewelry. For the achievement of field research Two instruments were used for data collection, the questionnaire and interview, both adapted from RedeSist. Totaling 160 questionnaires and 3 interviews with representatives of APL and class entities established within the arrangement. Based on data analysis, we can say that the cluster of gems and jewelry Te?filo Otoni-MG is in the embryonic stage. Characterized by a more informal nature of cooperation with the competition initially based on cost, low level of technology leadership, innovative capacity, inner confidence and introduction of new products, processes and design.

This qualitative study explored and described the role and contribution of training and skills development for sustainability in SMEs in the manufacturing sector in Durban and East London, South Africa. Individual face-to-face semi-structured interviews took place with 15 SME owners. Five themes and 11 sub-themes emerged in a content thematic analysis. The findings indicate that SMEs acknowledge that training and skills development positively influences their financial performance and sustainability. Whilst SMEs implement learning and skills development interventions, they lack suitably structured human resource development (HRD) policies and strategies; do not properly document training and skills development activities; and experience difficulty in evaluating learning. This study recommends that SMEs formulate and implement well-structured learning and development plans and schedules. It is also advised that SMEs liaise with academics and form Communities of Practice (CoPs), among other initiatives, to implement and monitor training and skills development for their sustainability. / Business Management / M. Com. (Business Management)

L'objectif de cette thèse est analyser les formes pour lesquelles la présence d'un contrôle stratégique des risques de mise en oeuvre des processus de relations de collaboration entre la petite entreprise et ses parties prenantes, influence sa performance et son apprentissage, et permet de caractériser la relation d’ordre « supérieure ». Les recherches sont fondées sur des entreprises de petite et moyenne taille, du secteur de la restauration, établies au Brésil, en France et au Maroc. La recherche est une étude de cas multiple, dont lesquelles a l'analyse des informations selon l'approche contextuelle, l'utilisation de la technique d'analyse du discours et la cartographie de risques. Les résultats indiquent que la Relation Supérieure est la capacité dynamique de l’entreprise, qui permet d'ajouter la singularité, les différentiels compétitifs et la pérénité à la stratégie relationnelle, parce que cette stratégie est créée à partir de mécanismes du contrôle stratégique de risques et de l’apprentissage organisationnel, qui renforce les processus de collaboration existants, permettant ainsi l’augmentation de l’engagement entre l’entreprise et ses publics et l’obtention d’un plus grand résultat face à la concurrence. / The objective of this thesis is to analyze the forms in which the presence of a strategic risk control implementation process of collaborative relationships between small business and its stakeholders, influence its performance and learning, and can characterize the "Relation Superior". The research is based on small-and medium-sized sector catering, established in Brazil, France and Morocco. Research is a multiple case study, which has the information's analysis according to the contextual approach, using the technique of discourse analysis and mapping risks. The results indicate that the Relationship Superior how the dynamic capacity of the company, which adds uniqueness, competitive differentials and the durability to relational strategy, because this strategy is created from control mechanisms strategic risks and organizational learning, which strengthens the existing collaboration processes, thereby increasing engagement between the company and its public and obtaining greater profit to compete. / O objetivo deste trabalho é analisar as formas pelas quais a presença de um controle estratégico de riscos, observados na implementação de processos colaborativos entre as pequenas empresas e seus stakeholders, influencia o desempenho e a aprendizagem organizacional, caracterizando o "Relacionamento Superior". Esta pesquisa está fundamentada em um estudo de caso múltiplo de empresas de pequeno e médio portes, do setor de restaurantes, estabelecidas no Brasil, na França e no Marrocos. A análise de informações é realizada de acordo com a abordagem contextual e uso das técnicas de análise proposital do discurso e da cartografia de riscos. Os resultados indicam que a Relação Superior é uma capacidade dinâmica da empresa, que agrega singularidade, diferenciais competitivos e durabilidade aos processos colaborativos estabelecidos entre a empresa e seus públicos, pois é criada a partir de mecanismos de controle de riscos estratégicos e da aprendizagem organizacional. Estes fatores diretivos reforçam as interações já existentes, aumentando o compromisso entre as partes e obtendo, como consequência, o aumento da competitividade da organização.