This research contributes to our understanding of trust in the international business environment, exploring the development of trust, and the influence of culture, structures and hierarchies, and international business communications. The focus is on the management of employees working in foreign-owned, international businesses operating in Morocco. With few notable and very valuable exceptions, there has been very little research exploring the Arab approach to management and even fewer pieces of research focus on the development of trust in this context. A qualitative research approach was employed, as so little is understood about the context and the phenomenon. A total of 30 interviewees from various managerial and organisational levels represented the sample of the study with five participating international companies, from different sectors established in Morocco. Using a content-thematic analysis, the research shows that Moroccan employees prefer working in international companies and their preference is associated to many factors such as the work environment they belong to, the financial and social benefits they receive, career advancement and employees’ development as well as being a part of a defined and organised structure where information is well circulated and communication is encouraged. In this way, this research contributes not only to our understanding of the development of trust in an Arab context but also sheds more light on cultural aspects which was found out in the research that they were interpreted differently such as the case of Hofstede’s uncertainty avoidance dimension. In particular the research suggest that some, non-Arabic researchers, may have misinterpreted certain behaviours in Arab cultures. This leads the research to a final conclusion that clearly shows the importance of considering Arab management as a fourth paradigm to explain managerial practices in the Arab World as suggested by Weir (2008) and better understand their practices (Hutchings and Weir, 2006).

>Magister Scientiae - MSc / Access to water and water scarcity are the most critical impediments to sustainable development in municipal water provision. Good water and sanitation services are essential for health, economic development, and environmental protection. Recognizing the importance of access to a safe and adequate water supply, has become the core business of many cities. Among the major challenges facing local government regarding basic service provision in South Africa are acute problems of institutional capacity, maintenance of existing infrastructure, mismanagement of funds, high levels of corruption and a lack of public anticipation. There has been public outcry in South Africa about poor performance of municipalities in service delivery. Moreover, a good proportion of service delivery protests relate to municipalities‟ failure to carry out basic maintenance of existing infrastructure. The aim of this study was to assess water service delivery performance in the Municipalities of the City of Tshwane (CoT), City of Cape Town (CoCT) and EThekwini Metropolitan by comparing water service delivery for the three Water Service Authorities (WSAs). In this study the performance of Water Service Authorities is measured using the Regulatory Performance Measurement System (RPMS) using 11 regulatory Key Performance Indicators (KPIs). To find answers to research questions and objectives, the research was conducted through desktop research incorporating both quantitative and qualitative dimensions. Exploring the datasets and frequency tabulations were employed. For the analysis of the relative performance levels toward gaining access to water and sanitation services, the RPMS tool was used. The particular indicators of interest were the changes in performance levels in the provision of basic services for different segments based on RPMS. In line with our findings for Financial Performance Indicator (KPI 9) water supply in the WSAs is undertaken by local government that have the dual objectives of providing a social service while generating revenue to offset cost. Ironically, most of these WSAs do not recover their operating expenses from their own revenues, and remain dependent on state government for subsidies. The study concludes that the CoT is the best performer on the Financial Performance (KPI 9).The KPI requiring attention is Financial Performance (KPI 9) for the CoCT and EThekwini WSAs with indicators showing need for improvement. Compliance is encouraged for all WSAs on the Financial Performance Indicator (KPI 9) to ensure that their water business is sustainable. The study recommends that the relevant stakeholders and project proponents consider financial viability (sustainability) through the increase in value for money expenditure to grow and diversify revenue.

Thesis (MPhil (Philosophy))--University of Stellenbosch, 2008. / The merger of organisations has been extensively utilised in many industries. This has occurred globally and locally. Some mergers have become successful while others have failed to achieve their goals. The failure of mergers could be attributed to insufficient attention to certain organisational elements. When institutions merged, they become vulnerable to diversity and conflict. They also experience human variability. Organisational mergers present challenges that could be associated with humanity. This could be precipitated by various beliefs, values and norms. Conflict and diversity could be reduced by implementing certain organisational elements. This study is based on the developments of structure and culture as remedial organisational elements to reduce instability in merged institutions. These elements serve as mechanisms in dealing with the repercussions of the merger. The special focus of this study is higher education mergers. The primary objective is to gain an insight into the ramification and the impact of the merger. This includes the effectiveness of the newly designed internal processes. In accomplishing this, the study has applied a cultural and structural model to merged institutions. It has also examined various types of culture and structural literature theory extensively. From this it has discovered that these elements play a crucial role in reducing organisational conflict in mergers. It has also been found that merger consequences are less severe in organisations with similar backgrounds.

Effective estimation, planning, and control of the functions, operations, and resources of a project are among the most challenging tasks faced by the management of today's engineering and construction organisations. The increase in size and complexity of modern projects demand a sound organisational structure and a rational approach. The main objectives of the present study are two-fold. Firstly to report and critically review theoretical and practical developments of different aspects of the management of engineering and construction projects. Secondly to further develop conceptual, practical techniques and processes; also to provide Guidelines to make more effective use. of resources and systems. To achieve these objectives the present research was carried out in close collaboration with various indurtrial organisations. The current literature on project management is critically examined from the point of View of project cost estimation, planning and control. Various existing and recommended procedures, approaches and techniques are reviewed with particular emphasis on using probabilistic techniques. As the problems of scale are increasing, progressively more industries are adopting systems and project management approaches. Problems, deficiencies and gaps in the existing systems are identified. An analysis of a questionnaire survey on Systems-Caps is carried out and the results of the analysis are reported. . S-curves (or progress curves) are widely used in the plauaing and control of cost, time and resources. A mathematical model for the S-curve is adopted for this purpose. Expenditure data on a number of ii recent projects is analysed and fitted to two S-curve models suggested by Keller-Singh and the Department of Health and Social Security (D. H. S. S. ). A comparative study of the models is carried out. A set of standard parameters for the models is obtained and the predicting accuracy of these models for forecasting expenditure for future similar projects investigated. Quantification aspects of risk involved with the completion time of a project are studied. 'A number of stochastic distributions arc fitted for this purpose to the programed and actual durations for the different activities of a housing project. The maximum likelihood method is used for the estimation of parameters of the fitted distributions. Due to the increasing use of indices in the construction industry, building cost and tender price indices, their application, limitations and methods of formation are discussed. Box-Jenkins models are employed to study past behaviour and to forecast future trends for labour, materials and building cost indices. Finally, general conclusions derived from the present regearch are sunmarised and areas requiring further research are proposed.

Theory of coaching, main theme of the thesis is nowadays a very important area in Sociology of management. This method of employee development and approach in management of organisations is described theoretically and differentiated form other methods of personal growth. When assessing management of organisations based on coaching the author expects that this approach will be used by the companies that build their culture on Freedom at work. Concept of Freedom at work as an unexplored trend in the Sociology of management is depicted theoretically and practically. Methodological part of the thesis describes qualitative and quantitative pilot research that the author conducted in Czech organisations that claim to use Freedom at work. Main goal of the research was comparison of theory Freedom at work and its praxis and evaluation of actual application of coaching approach in management. At the end of the thesis author depicts the most important milestones in the theory of leadership that influenced the origins of Freedom at work and coaching. Key words Coaching, Freedom at work. Leadership style, Empoyee development

<p>COURSE: Bachelor Thesis in Business Administration, 15ECTS</p><p>AUTHOURS:Peters Silvia Chigozirim. Elham Mazdarani.</p><p>Flugsnappargatan 6, 3tr. Nybohovsbacken 99, 9tr.</p><p>72472, Västerås. 11764, Stockholm</p><p>0737225113. 0709391923</p><p>SUPERVISOR: LEIF SANNER</p><p>TOPIC: The impact of employee empowerment on service quality and customer satisfaction: a case study of Länsförsäkringar AB.</p><p>BACKGROUND: Considering the nature of service delivery and particularly intangible-dominant services, employee empowerment becomes a very important issue to organizations producing services. In that, the customers and the employees are, engaged simultaneously in the production of the service. This inseparability is what is considered by the organization in choosing how best to serve its customers, either by the traditional method or through the empowerment approach.</p><p>The inability of the management to control the service encounter makes the employees responsible for the quality of service delivered to the customers. In order for the management to trust that the employees are successful in dealing with their customers, the management has to give the employees the authority and necessary support to succeed at it, which is referred to as employee empowerment. The practice of which can directly affect the quality of services delivered, and customer satisfaction.</p><p>PURPOSE: The purpose of this research is to ascertain the extent to which Länsförsäkringar Bank AB practices employee empowerment in their organization and how it impacts on service quality and customer satisfaction.</p><p>RESEARCH METHOD: This research is based on a qualitative study. The authors’ have used both primary and secondary data to make a qualitative analysis, since this is a single-case study to enable them to fulfill the purpose of the research.</p><p>CONCLUSION: Based on this research, the authors have found out that employee empowerment practices at LFB enable the employees to influence customers’ perception of service quality positively, due to their control over the service delivery process, which leads to customers’ satisfaction.</p><p>Moreover, LFB extensively practices employee empowerment through the actions and practices of human resource management and top management. The nature of the organizational structure also influence the character of the services delivered through their employees regarding the free flow of information all around the bank.</p>

COURSE: Bachelor Thesis in Business Administration, 15ECTS AUTHOURS:Peters Silvia Chigozirim. Elham Mazdarani. Flugsnappargatan 6, 3tr. Nybohovsbacken 99, 9tr. 72472, Västerås. 11764, Stockholm 0737225113. 0709391923 SUPERVISOR: LEIF SANNER TOPIC: The impact of employee empowerment on service quality and customer satisfaction: a case study of Länsförsäkringar AB. BACKGROUND: Considering the nature of service delivery and particularly intangible-dominant services, employee empowerment becomes a very important issue to organizations producing services. In that, the customers and the employees are, engaged simultaneously in the production of the service. This inseparability is what is considered by the organization in choosing how best to serve its customers, either by the traditional method or through the empowerment approach. The inability of the management to control the service encounter makes the employees responsible for the quality of service delivered to the customers. In order for the management to trust that the employees are successful in dealing with their customers, the management has to give the employees the authority and necessary support to succeed at it, which is referred to as employee empowerment. The practice of which can directly affect the quality of services delivered, and customer satisfaction. PURPOSE: The purpose of this research is to ascertain the extent to which Länsförsäkringar Bank AB practices employee empowerment in their organization and how it impacts on service quality and customer satisfaction. RESEARCH METHOD: This research is based on a qualitative study. The authors’ have used both primary and secondary data to make a qualitative analysis, since this is a single-case study to enable them to fulfill the purpose of the research. CONCLUSION: Based on this research, the authors have found out that employee empowerment practices at LFB enable the employees to influence customers’ perception of service quality positively, due to their control over the service delivery process, which leads to customers’ satisfaction. Moreover, LFB extensively practices employee empowerment through the actions and practices of human resource management and top management. The nature of the organizational structure also influence the character of the services delivered through their employees regarding the free flow of information all around the bank.

The thesis addresses mHealth in Uganda and aims to map out how different factors affect the field and what challenges there are in using mobile phones. By using theories the thesis conclude that the organisational structures is unorganised due to lack in communication and communication. The thesis also address many factors that affect the field and to reach development in Uganda the organisations need to target the whole system of components. Coordination from governmental institutions and a will for collaboration between NGO's and government is important if a sustainable organisational structure and development should be attained. ICTs such as mobile phones can be a useful tool in reaching this goal.

Traditionell marknadsföring tycks ha allt svårare att nå konsumenter. När flera vill göra sig hörda samtidigt blir det svårt att sticka ut och göra sig sedd. När någon kommer med något nytt, gör andra likadant. Ett sätt att sticka ut är genom att vara originell och ha en unik varumärkesidentitet, eftersom den är svår att kopiera. Evenemang kan också fungera som varumärken. De arrangeras ofta av flera olika organisationer, vilket gör att varumärkes-identiteten påverkas av många viljor. Syftet med den här studien är att ta reda på hur ett evenemang med flera olika organisationer arbetar med sin varumärkesidentitet för att kommunicera en enhetlig bild av evenemangsvarumärket. Eftersom kärnvärden är en viktig del av varumärkesidentiteten är syftet också att undersöka hur dessa återspeglas i ett evenemangs kommunikation via dess hemsida, som är ett effektivt sätt att nå konsumenter. För att besvara syftet gjordes en fallstudie med intervjuer och innehållsanalys. Vår studie visar att för att lyckas framgångsrikt med ett evenemang med flera bakomliggande organisationer är det en klar fördel att ha endast en drivande organisation som sköter det praktiska arbetet och att de andra endast bistår med ram- och/eller regelverk. Den drivande organisationen måste ha en tydlig organisationsstruktur och klara roller eftersom det under-lättar beslutsfattandet. Evenemangsorganisationen behöver arbeta aktivt med varumärket, både internt och externt, för att evenemangsupplevelsen (serviceprocessen) ska förmedla rätt bild av varumärket och leva upp till de löften som getts i de planerade kommunikations-budskapen, till exempel via annonser. Ett starkt varumärke behöver kontinuerligt ses över för att spegla varumärkets värderingar och samtidigt vara aktuellt. Studien tydliggör att kärnvärden ska vägleda det interna arbetet så att den externa kommunikationen sänder rätt budskap, även om de externt ska vara indirekta. En evenemangshemsida ska representera varumärket i både struktur och innehåll, och därför är det viktigt att kärnvärdena återspeglas i användarvänligheten, samt i bild och text. / It seems like it is becoming increasingly more difficult for traditional marketing to reach consumers. When several companies and the like simultaneously want to be heard, it becomes difficult to stand out from the crowd and be seen. When someone comes with something new, others copy that. One way to stand out is to be original and have a unique brand identity, since it is harder to copy. Events can also act as brands. They are often arranged by various organisations, which mean that the brand identity is influenced by many. The purpose of this study is to determine how an event with various organisations involved works with the brand identity in order to communicate a coherent image of the brand. Since the core values are the foundation for the brand identity, the purpose is also to examine how these are reflected in an event’s communication via its website, which is an effective way to reach customers. To fulfil the purpose of this paper, a case study with interviews and content analysis was conducted. Our study shows that to succeed with a successful event, with several underlying organisations, there is a clear advantage in having only one organisation that manages the practical aspects of the event. The other organisations provide frames and/or set of regulations. The event organisation must be provided with a clear organisational structure and distinct roles, to facilitate the decision making. The event organisation has to actively work with the brand, both internally and externally, to convey the right image of the brand during the event experience (service process). Further, the event organisation has to make sure that the promises made in the planned communication, such as advertisement, are kept. A strong brand needs to be revised to reflect the brand values and to be up-to-date. The study clarifies that core values shall guide the internal work so that the correct message is conveyed in the external communication, where the core values are expressed indirectly. A website for an event should represent the brand in both structure and content. It is therefore important that the core values are reflected in usability as well as in pictures and text.

This dissertation consists of five papers with specific objectives. The overall objective is, however, to seek a deeper understanding of the challenges of real estate management in the commercial real estate sector. The purpose of the first two papers is to provide a mapping of the industry and a better knowledge of the main organizational strategies of the companies and their view of customer relations. The third paper looks at the possibility that the online office market is a so-called lemons market, where primarily "bad" objects are marketed. The last two papers compares companies that outsource property management and companies that has property management in house. The first of the two (paper IV) address the question of incentives for effort and the second (paper V) address information for decision-making, both however consider how the real estate owner has created incentives and regulations to ensure that they are informed. From the first paper we learn that the commercial real estate industry in Sweden already before 2004 had made a shift from a product focus towards a customer/service focus. However we could not see an increased customer focus in the annual reports during the years 2004-2008. Paper II also conclude that regardless of organisational form of management, inhouse or outsourced, the executives state that the chosen form I to be able to deliver best service to the customer. In paper III a test of the online marketplace for offices in Malmö CBD was conducted to investigate if the market is a lemon market or not. Management form was one of the quality signals together with scale, existence of a local office and if the company has been involved in cases in the special court for rents (Hyresnämnden). The conclusion was that lemons hypothesis could not be rejected. The conclusions from paper IV and V pinpoints the occurrence of differences in how to build incentives for the real estate management organisation, if it is organised in-house or outsourced. As the management teams in the outsourced setting primarily is governed by the contract between the real estate owning company, and the service providing company, and there it is decided when and how they are to deliver in terms of service and information. The real estate management teams in the in-house setting instead act under a large freedom with responsibilities governing the outcome of their services and not any checklists or jobdescriptions. Regardless of how the management teams are governed they do not have monetary incentives tied to their individual performance. / <p>QC 20150929</p>