The purpose of this dissertation is to investigate how emotional exhaustion (EE) impacts a boundary spanning employee's usage of service sabotage behaviors (SSB). This dissertation also investigates how perceived organizational support (POS) and perceived supervisory support (PSS) alleviate a boundary spanning employee's EE and SSB. Furthermore, this dissertation examines how extraversion (EXT) and imagination (IMAG) moderates the relationship between POS and SSB and between PSS and SSB. A boundary spanning employee is any organizational employee who "engages in job-related interactions with a person who is considered part of the environment, who is not a member of the organization" (Robertson 1995, p. 75). These employees are important as research has shown that consumers use the attitudes and behaviors of these employees to positively or negatively impact their perceptions of the service encounter (e.g. Bitner 1990; Bowen and Schneider 1985; Pugh 2001). SSB are overt or covert behaviors which negatively affect the relationship between the organization and the customer (Harris and Ogbonna 2006, 2002). Rather than the boundary spanning employee engaging in negative behaviors towards other employees or the organization as a whole, SSB are acted upon the customer. EE occurs when an employee believes they are overextended by their work (Maslach and Jackson 1981). Boundary spanning employees are forced to display organizationally desired emotions even when encountering negative customers (Cordes and Dougherty 1993; Mulki, Jaramillo and Locander 2006). This interaction between the customer and employee may result in discontent and the employee may engage in SSB as a way to show this discontent. A boundary spanner's EE is hypothesized to positively impact SSB; therefore, it is important to investigate what will reduce or mitigate a boundary spanner's EE. Two constructs that are hypothesized to reduce both EE and SSB are POS and PSS. In order to test the hypotheses developed in this dissertation, 490 non-management retail sales and customer service employees across a variety of organizations were sampled. Results found that EE positively impacts SSB. EE also partially mediates the relationship between POS and SSB. The hypotheses associated with PSS, EXT and IMAG were not supported.

Abstract Extensive applications of information technologies actually brings with much convenience for daily life and work of people. However, every thing acts just like a double-edged sword combined with both advantages and disadvantages together. Despite much convenience for people, it makes lots of people miserably bothered and trapped by considerable volumes of quickly-updating novel technologies. Technical stress is a concept firstly proposed by Craig in 1984. Thereafter, there are numerous scholars starting to conduct theoretical and empirical researches on the technical stress of information technologies happening to work environment. This article focuses on the technical stress of information technologies exploring the influence on people¡¦s work roles caused by technical stress. Furthermore, there are some researches indicating that organizational support perception can be served as a kind of buffer mechanism to the negative correlation between crossing-border role stress and work performance. Therefore, based on exploring technical stress, this research aims to explore the influence on the correlation between the technical stress of information technologies and role stress caused by organizational support perception. In this research, there are totally 50 valid questionnaire replies received. The regression analysis is meant to explore the influence on role stress caused by both the technical stress of information technologies and organizational support perception. From research results, it is found the technical stress of information technologies exerts positive influence role stress. Organizational support perception exerts negative influence on role stress. Additionally, organizational support perception exerts negative influence on the technical stress of some information technologies. It is also found organizational support perception can really exert some effect on the technical stress of information technologies and role stress. In this research, it indicates organizational support perception can reduce the effect on role stress caused by the technical stress of information technologies. The main contribution of this research is meant to find out the influence for organizational support perception to reduce the difficulties when members are learning novel techniques, the burden of information confidentiality and the influence on organizational members when changing their roles. From research results, the importance of organizational support perception to reduce the technical stress of information technologies and role stress is resultantly found. Finally, the theoretical and managerial implications are proposed herein with the suggestions available for upcoming research effort. Keyword: the technical stress of information technologies, life invasion of information technologies, the stress of role change, organizational support perception, organizational assistance perception, work stress

Proactive socialization tactics, measures that organizational newcomers take to facilitate their own adjustment, have been shown to predict adjustment and more distal work-related outcomes, such as organizational commitment and intent to remain with the organization. Several cognitions and behaviors are considered to be types of proactive socialization tactics, but research has yet to distinguish between different types. Also, several individual dispositions have been identified as antecedents of proactive socialization tactics, but there has been little focus on identifying contextual or non-dispositional individual difference antecedents. The purpose of this research was to propose a dual-mode conceptualization of proactive socialization tactics and to distinguish between tactics directed toward changing oneself and those directed toward changing one's environment. This research also examined the role of contextual factors, the newcomer's age, and the newcomer's work experience as antecedents of proactive socialization tactics. The results of this research suggest that job and workgroup characteristics do indeed play a role in predicting proactive socialization tactics. Age and work experience were predictors as well, but not as strong as expected. Both self-directed and environment-directed proactive socialization tactics predicted desirable adjustment outcomes, but self-directed tactics were clearly stronger predictors of these outcomes. There was some evidence to suggest that newcomers' early fit perceptions moderated relationships between antecedents, such as workgroup characteristics, and proactive socialization tactics. Theoretical and practical implications are discussed.

This study took place in a recently merged Turkish bank. Two hundred and thirty seven employees from both Ankara and istanbul participated in the study, which was designed as a cross sectional survey. The results indicated that the model proposing the mediating effect of post-merger organizational identification together with perceived attractiveness of the merger partner on the relationship between merger-induced changes in organizational benefits and commitment to post-merger organization was supported. The results also indicated that members of the acquiring bank had more favourable attitudes in terms of identification and commitment to the post-merger organization and perceive the changes in organizational benefits more favorably after controlling for the total tenure. Members of the acquired bank, on the other hand, were found to be more identified with their pre-merger organization. The results further revealed that those employees perceiving mode of acculturation as integration exhibited the most favourable post-merger attitudes whereas separation produced the least favourable outcomes. Moreover, participants generally interpreted deculturation as conceptually closer to integration. Hence, those employees who perceived the acculturation mode as deculturation produced responses similar to those of integration. Lastly, assimilation brought about less favourable outcomes than anticipated. The major contributions of this thesis are (1) integrating social identity and acculturation literatures and applying them to an M&amp / A context, (2) comparing two competing conceptual models in the literature, and (3) testing hypotheses in real life setting.

Thesis (Ph.D.)--Indiana University, 2009. / Title from screen (viewed on August 28, 2009). School of Nursing, Indiana University-Purdue University Indianapolis (IUPUI). Advisor(s): Pamela Ironside, Anna McDaniel. Includes vita. Includes bibliographical references (leaves 177-197).

Made available in DSpace on 2016-08-02T21:42:34Z (GMT). No. of bitstreams: 1 Rogerio dos Santos Silva.pdf: 409038 bytes, checksum: f80296e6fc32965f849389e4d183ff51 (MD5) Previous issue date: 2014-03-12 / The aim of this study was to analyze, interpret and discuss the relationship between perceived organizational support, affective organizational commitment and turnover intention and the effect of variables: gender, age, seniority and leadership on turnover intention. The study included 132 workers who work in the state of São Paulo in public and private organizations. As a tool for data collection, a self-administered questionnaire consists of three scales that measured variables were used. This research was aimed to present, interpret and discuss the relationships between variables, but also test the hypotheses concerning the proposed conceptual framework, through a cross-cutting research with quantitative approach, which collected data were analyzed by applying techniques parametric statistics (calculation of descriptive statistics: mean, standard deviation, student t test, correlation and multivariate statistical calculations: analysis of hierarchical multiple regression). The processing and analysis of data were performed by the statistical software Statistical Package for Social Sciences - SPSS, version 19.0 for Windows. The results showed that perceived organizational support and organizational commitment are direct predictors of turnover intention. Variables: gender, age, seniority and leadership showed no significant regression coefficients, therefore we can t state that are antecedents of turnover intention. The results were discussed in light of literature in the field, having been compared with results from other empirical studies. / O objetivo geral deste estudo foi analisar, interpretar e discutir as relações entre a percepção de suporte organizacional, comprometimento organizacional afetivo e intenção de rotatividade e os efeitos das variáveis: gênero, idade, tempo de trabalho e chefia sobre a intenção de rotatividade. Participaram deste estudo 132 trabalhadores que atuam no estado de São Paulo em organizações públicas e privadas. Como instrumento para a coleta de dados foi utilizado um questionário de autopreenchimento composto por três escalas que mediram as variáveis. A presente pesquisa se propôs a apresentar, interpretar e discutir as relações entre as variáveis, como também, testar as hipóteses referentes ao modelo conceitual proposto, por meio de uma pesquisa de natureza transversal com abordagem quantitativa, cujos dados coletados foram analisados por aplicação de técnicas estatísticas paramétricas (cálculos de estatísticas descritivas: médias, desvio padrão, teste t student, correlações e cálculos de estatísticas multivariadas: analise da regressão múltipla hierárquica). O tratamento e análise dos dados foram realizados pelo software estatístico Statistical Package for Social Science SPSS, versão 19.0 para Windows. Os resultados obtidos demonstraram que percepção de suporte organizacional e o comprometimento organizacional são preditores diretos de intenção de rotatividade. As variáveis: gênero, idade, tempo de trabalho e chefia não apresentaram coeficientes de regressão significantes, portanto não é possível afirmar que são antecedentes de intenção de rotatividade. Os resultados foram discutidos à luz da literatura da área, tendo sido comparados com resultados de outros estudos empíricos.

Made available in DSpace on 2016-08-02T21:42:41Z (GMT). No. of bitstreams: 1 Osvaldo Pires Junior.pdf: 1028942 bytes, checksum: a603a9c8c5d1b35b8fd8de94d31dc67e (MD5) Previous issue date: 2015-04-10 / The need to obtain and keep the levels of excellence and satisfaction at work increasingly higher take organizations to a growing investments in management models oriented by support of its employees. This scenario takes to some questions: the organizational support affects the employee s satisfaction? Do individuals with higher psychological capital have more satisfaction at work? To try to answer these questions, the study had as a goal to compare and analyze the individual impact and combine of the constructs Organizational Support Perceived, Psychological Capital and Satisfaction at Work. The research was performed with 304 professionals, from public and particular companies, with minimum education equivalent to the average level, of both genders and varying ages. As an instrument to collect data, an autofill questionnaire consisting of three scales: Satisfaction at Work - SAW, Perceived Organizational Support - POS and Scale of Psychological Capital - SPC, will be used. To test the assumptions proposed in the conceptual model, quantitative approach will be used. The collected data will be analyzed by structural equation modeling the PLS algorithm and partials. The results show that the variable Perceived Organizational Support and Psychological Capital impact positively the variable Satisfaction at Work, since that Perceived Organizational Support has more impact on Satisfaction at work that Psychological Capital. / A necessidade de obter e manter níveis de excelência e de satisfação no trabalho cada vez mais altos leva as organizações a um crescente investimento em modelos de gestão orientados ao suporte dos seus colaboradores. Desse cenário emergem alguns questionamentos: o suporte organizacional impacta na satisfação dos colaboradores? Indivíduos com alto capital psicológico possuem um maior nível de satisfação no trabalho? Buscando responder a essas perguntas, o estudo teve como objetivo comparar e analisar o impacto individual e combinado dos construtos Percepção de Suporte Organizacional e Capital Psicológico na Satisfação no Trabalho. A pesquisa foi realizada com 304 profissionais de empresas públicas e privadas, com escolaridade mínima equivalente ao nível médio, de ambos os gêneros e idades variadas. O instrumento para coleta dos dados foi um questionário de autopreenchimento composto de três escalas: Satisfação no Trabalho EST, Percepção de Suporte Organizacional EPSO e Escala de Capital Psicológico ECP. Para atingir os objetivos propostos no modelo conceitual, foi utilizada a abordagem quantitativa. Os dados foram analisados por modelagem de equação estrutural pelo algoritmo dos mínimos quadrados parciais (PLS). Os resultados demonstraram que as variáveis Percepção de Suporte Organizacional e Capital Psicológico impactam positivamente a variável Satisfação no Trabalho, sendo que a Percepção de Suporte Organizacional exerce maior impacto na Satisfação do Trabalho do que Capital Psicológico.  

nÃo hà / O presente estudo investiga a avaliaÃÃo de impacto das aÃÃes de capacitaÃÃo do Programa de Ouvidores do Estado do CearÃ, e como à influenciado pelas caracterÃsticas do suporte organizacional, transferÃncia de treinamento e suporte da aprendizagem contÃnua, segundo os modelos MAIS e IMPACT. Portanto, tem-se a seguinte questÃo de pesquisa: Quais os impactos do Programa de FormaÃÃo de Ouvidores para a melhoria da qualidade dos serviÃos de GestÃo PÃblica do Estado do CearÃ? Sendo assim, o objetivo geral do estudo à avaliar os impactos do curso de FormaÃÃo de Ouvidores Egressos realizados na EGP-CE no perÃodo de 2011 a 2013. O desenvolvimento desse estudo foi exposto à luz da proposiÃÃo de Bruyne et. al. (1977), cuja proposiÃÃo epistÃmica Quadripolar (epistemolÃgico, teÃrico, morfolÃgico e tÃcnico) estabelece uma via metodolÃgica proposto por Popper (2007). Os dados quantitativos foram colhidos atravÃs de questionÃrios, desde as aÃÃes instrucionais ocorridas entre os anos de 2011 e 2013 colhidos de 72 ouvidores participantes da administraÃÃo direta do Estado do CearÃ. Os dados qualitativos foram aplicados a 9 instrutores e 11 gestores por entrevistas semiestruturadas. Os dados foram tratados atravÃs da anÃlise fatorial e equaÃÃes estruturais que apresentaram bons Ãndices de confiabilidade. Os resultados evidenciaram que Suporte Organizacional e à TransferÃncia sÃo importantes preditores de impacto, evidenciados por variÃveis relacionadas ao apoio gerencial, melhoria na rotina de trabalho, autonomia e melhoria de indicadores, gerando impactos para a satisfaÃÃo do usuÃrio. / The present study looks into the evaluation impact of training in the Programme of Ombudsman of State of Cearà and how is influenced by organizational support, transfer of training and support of continuous learning according to MAIS (Modelo de AvaliaÃÃo Integrado e Somativo) and IMPACT (Modelo Integrado de AvaliaÃÃo do Impacto do Treinamento no Trabalho) models. The research was therefore designed by the following question: What is the impact of Training of Ombudsman Programme improving the best quality standards on the public service in the State of CearÃ. For that reason, the overall purpose of the study was to evaluate the impacts on the Programme of Ombudsman be trained recently took place in the Escola de GestÃo PÃblica in the State of Cearà during 2011, 2012 and 2013. The development of this study was done with the proposal of Bruyne et. al. (1977), whose epistemic proposition based on four poles (epistemological, theorical, technical and morphological) provides an appropriate way proposed by Popper(2007). Quantitative data was collected through questionnaires according to instructional action takes place with 72 ombudsman belonged to Cearà State Government. Qualitative data was applied to nine(9) instructors and eleven (11) public managers by semi-structured interview. Data was statiscally analyzed using: Factor analyses and Structural Equation Modeling as result highest level of stability. The result showed the organizational and Transfer Support as important predictors of impact, that were confirmed by dependent variables as management support, improvement to the present work practices, autonomy and indicator improvement for optimum results and satisfaction of the users of public service.

The well-being of workers has been perceived by managers as a fundamentally strategic aspect, since that, interfering on the professional behavior (LOCKE, 1976), tends to impact on the quality in the provision of services and the achievement of results and organizational goals (DAVIS, NEWSTROM, 2001). Understanding the context of the strategic management of public organizations in face of current challenges and considering the shortage of studies on the IES in question about: (i) the labor activity as a source of positive experiences, (ii) the perception of organizational reciprocity and (iii) potencial implications in a conduct more responsive with the excellence in public service, the proposal of this research lies in the following question: What is the level of well-being at work of the UFSM s technical-administrative officials and what are the relations with support and organizational commitment? . To answer this question, are used 3 theoretical models: the model suggested by Paschoal and Tamayo (2008) to evaluate well-being at work; the model suggested by Siqueira (2005) to measure organizational support and the the model suggested by Medeiros and Enders (1998) for organizational commitment, exclusively its affective dimension. This is a quantitative research, whose data are submitted to statistical methods and it‟s categorized as a case study of micro-organizational dimension. The sample was composed for 332 collaborators, distributed on the three levels of career (fundamental, middle and higher) and allocated in the eight Education Centers of the UFSM‟s main campus and Rectory. Although heterogeneous, the sample in its majority was composed for officials with 43 years of age, 16 years working at the UFSM, family income of approximately R$ 7.000,00, specialists, married and with child (children). The statistical analyzes showed that the intensity of self-perceived well-being at work achieved a level of neutrality. On the other hand, the self-perception about organizational support revealed a negative evaluation at a low level and the self-perception about affective organizational commitment revealed neutrality in the opinions of the respondents. The predetermined hypothesis in the research were confirmed, which reveals that 14,7% of the affective commitment is positively impacted by the well-being, 26% of the well-being is positively impacted by the perceived organizational support and 10,4% of the affective commitment is positively impacted by the perceived organizational support. In managerial terms, the realization of this research contributes as a as a possible diagnosis that expands the horizons of scientific knowledge about behavioral aspects in socio-organizational context of public institutions. / O bem-estar dos trabalhadores vem sendo percebido pelos gestores como um aspecto fundamentalmente estratégico, visto que, interferindo no comportamento profissional (LOCKE, 1976), tende a repercutir na qualidade na prestação de serviços e no atingimento dos resultados e metas organizacionais (DAVIS, NEWSTROM, 2001). Compreendendo-se o contexto da gestão estratégica das organizações públicas frente os atuais desafios e considerando-se a escassez de estudos na IES em questão sobre: (i) a atividade laboral como fonte de vivências positivas, (ii) a percepção de reciprocidade organizacional e (iii) as possíveis implicações em uma conduta mais responsiva com a excelência no serviço público, a proposta deste trabalho reside no seguinte questionamento: Qual o nível de bem-estar no trabalho dos servidores técnico-administrativos da UFSM e qual sua relação com o suporte e comprometimento organizacional? . Para respondê-lo, são utilizados 3 modelos: o proposto por Paschoal e Tamayo (2008) para avaliar bem-estar no trabalho; o de Siqueira (2005) para mensurar suporte organizacional e o modelo de Medeiros e Enders (1998) para comprometimento organizacional, sendo que neste trabalho tratou-se exclusivamente da dimensão afetiva. Trata-se de uma pesquisa de cunho quantitativo, cujos dados são submetidos a métodos estatísticos e subcategoriza-se como estudo de caso, de dimensão micro-organizacional. A amostra compôs-se de 332 colaboradores, distribuídos nos três níveis de carreira (apoio, médio e superior) e alocados nos oito Centros de Ensino do campus principal da UFSM e na Reitoria. Embora bastante heterogênea, a amostra em sua maioria apresentou-se composta por servidores com, em média, 43 anos de idade, 16 anos de trabalho junto à UFSM, renda familiar aproximada de R$ 7.000,00, com titulação de especialista, casados e com filho(s). As análises estatísticas apontaram que a intensidade de bem-estar no trabalho autopercepcionado atingiu um nível de neutralidade. Já a autopercepção sobre o suporte organizacional revelou uma avaliação negativa de nível baixo e, a acerca do comprometimento organizacional afetivo, evidenciou neutralidade na opinião dos respondentes. As hipóteses pré-determinadas na pesquisa foram confirmadas, o que revelou que 14,7% do comprometimento afetivo é impactado positivamente pelo bem-estar, 26% do bem-estar é impactado positivamente pelo suporte organizacional percebido e 10,4% do comprometimento afetivo é impactado positivamente pelo suporte organizacional percebido. Em termos gerenciais, a realização desta pesquisa se apresenta de forma contributiva como um possível diagnóstico que expanda os horizontes do conhecimento científico acerca de aspectos de cunho comportamental no contexto sócio-organizacional das instituições públicas.

This study explored benefits of providing employee training and development beyond the specific content covered in such interventions. The relationship between training and development opportunities, and associated factors (job satisfaction, organizational commitment, and turnover intent) were significant among participants. Implications for training and development investment returns are considered. Previous research has identified training and development as an antecedent to perceived organizational support. Results failed to confirm perceived organizational support as mediating the relationship between training and organizational commitment. Age was found to be significantly correlated with job satisfaction, organizational commitment, and turnover intent, while education level was not found to have an impact. Limitations of this study, practical implications and recommendations for further study are discussed.