在高度競爭的全球化環境下，僅僅被動完成工作指令的員工，已不足以支持組織的生存，因而個體的前瞻性行為，對於組織的重要性與日俱增。然而，過去研究大多只注重前瞻性行為於工作場域的作用，鮮少比較前瞻性行為外溢至不同情境中，可能產生的效果差異。因此，本研究同時將個體的工作場域與家庭場域納入考量，以邊界理論為框架，探討前瞻性行為與工作-家庭衝突的關聯，更進一步提出個體通訊科技產品的使用，以及個體建構的邊界強度可能存在的調節效果。本研究採時間間隔的方式，以問卷調查法施測，共得189份有效樣本，研究結果發現，前瞻性行為外溢至家庭場域中，不僅不會造成更多時間基礎、壓力基礎衝突，還能減少行為基礎衝突的發生，並且在前瞻性行為與時間基礎衝突的關聯上，家庭邊界強度能夠調節科技使用的調節效果，形成三階調節效果，即科技使用對於前瞻性行為與時間基礎衝突的關聯的影響，在個體家庭邊界強度高的狀況下最強。最後，針對本研究之結果進行討論，並說明理論貢獻、管理意涵、研究限制與未來建議。 / Due to highly competitive environment of global economy, employee’s proactive behavior becomes even more critical for organizations’ survival. However, most research focused on the effect of proactive behavior only in workplace, seldom research investigated the possible different effect when proactive behavior spillover to other context, such as family context. As a result, current study applied the theoretical framework of boundary theory, examined the relationship between proactive behavior and work-family conflict, which takes both work and family context into consideration. Our research further proposed the use of communication and information technology and boundary strength constructed by individual as moderator. We conducted time-lag questionnaire survey to test our hypothesis, which generated 189 valid data. Contrary to our hypothesis, result showed that proactive behavior did not cause individual to experience more time-based and strain-based conflict, but it even lead individual to experience less behavior-based conflict. Moreover, proactive behavior, technology use and family boundary strength interacted in a way that the strongest moderating effect of technology use between proactive behavior and time-based conflict occured when individuals were high in their family boundary strength, which is a three-way interaction. Based on our findings, we discussed our theoretical contributions, practical implications, limitation and directions for future research.

目錄 謝誌－－－－－－－－－－－－－－－－I 摘要－－－－－－－－－－－－－－－－III ABSTRACT－－－－－－－－－－－－－－IV 目錄－－－－－－－－－－－－－－－－ V 表目錄－－－－－－－－－－－－－－－VII 圖目錄－－－－－－－－－－－－－－－VIII 第壹章　緒論 第一節　研究背景與動機－－－－－－－ 1 第二節　研究問題－－－－－－－－－－ 5 第三節　研究目的－－－－－－－－－－ 5 第四節　研究流程－－－－－－－－－－ 6 第貳章　文獻探討 第一節　真誠領導－－－－－－－－－－ 7 第二節　專注覺察－－－－－－－－－－ 13 第三節　情緒勞務－－－－－－－－－－ 18 第四節　主動顧客服務績效－－－－－－ 24 第五節　各變項間之關係及假設推論－－ 27 第六節　研究理論模式圖－－－－－－－32 第参章　研究方法 第一節　研究母體與抽樣對象－－－－－ 34 第二節　研究工具－－－－－－－－－－ 35 第三節　資料分析方法－－－－－－－－38 第肆章　研究分析與討論 第一節　樣本結構之敘述性統計分析－－ 41 第二節　信度與效度分析－－－－－－－ 43 第三節　相關分析－－－－－－－－－－ 51 第四節　整體結構方程模式分析－－－－ 52 第伍章　結論與建議 第一節　結論－－－－－－－－－－－－ 65 第二節　管理實務建議－－－－－－－－ 70 第三節　研究限制與後續研究之建議－－ 72 參考文獻 中文部分－－－－－－－－－－－－－－75 英文部分－－－－－－－－－－－－－－76 附錄一：研究問卷－－－－－－－－－－ 83

如何提升員工滿意度為目前組織經營的當務之急，因此，探究影響員工的滿 意度的因素有其必要性。本研究以「工作不安全感」與「高才低就」兩壓力源為 出發點，以師徒關係中的徒弟員工為樣本，探討此二變項與工作滿意度之關係。 並進一步探討師徒功能與員工本身的前瞻性人格特質是否會對於上述關係產生調 節效果。本研究採取便利抽樣，對 153 份有效樣本進行分析。根據階層迴歸分析 結果顯示，工作不安全感與工作滿意度有負向關係，但徒弟的高才低就感受與工 作滿意度無顯著關係；且員工的前瞻性人格對於上述結果具有調節效果。然而， 前瞻性人格增強工作不安全感與工作滿意度之負向效果，卻減弱對高才低就與工 作滿意度之負向效果；而師徒功能僅調減弱高才低就與工作滿意度間的負向關係。 此研究結果可供未來管理實務參考，相關討論將於後續章節論述。

There is much dialogue in the global aviation industry about Safety Management Systems (SMS) and how it should be integrated across all domains of the industry including aircraft design, production, flight operations, overhaul and maintenance, suppliers, service providers, airports, and so forth (Johnson, 2012). Regulators have made significant progress in recent years to implement ICAO’s SMS into airlines, albeit as a required or recommended practice. More recently the regulators are seeking to implement SMS into the aircraft manufacturing and aircraft maintenance domains. This research reviewed regulatory publications from multiple countries to assess the technical makeup of SMS, and understand what regulators are requiring, or recommending, and when. It was found that global regulators accept the ICAO published definition of SMS, but different regulators have varying approaches regarding implementation. However, they are consistent in initially targeting airlines for SMS implementation. SMS comments range from “The best thing since sliced bread” to “Worst thing since the creation of the FAA; I don’t need anyone telling me what’s safe when I already know it; waste of time and money”. This investigation experimented with field tests to connect the engineering, production and airline domains into one ICAO SMS model. Results indicate that because the different domains are risk-specific, the application of one safety risk management model to all domains is not viable. The SMS model applies to airlines because airlines’ primary risk is about operational safety. Aircraft production and maintenance is about production risk – therefore the risk model must be centric to process risk. Field test 3 tailored the ICAO SMS risk architecture to assess and mitigate process risk as applicable to the aircraft manufacturing and maintenance. Although the SMS architecture was usable, the content and focus was significantly adjusted to be production process-risk centric, to the point where the term “SMS’ was deemed out of place. The resulting model was therefore named Production Risk Management System (PRMS). Following the emergence of PRMS from field tests, this investigation reviewed industry, research and regulatory arguments for and against SMS in the airline industry, and correlated those arguments with the benefits and non-benefits of PRMS for the manufacturing and aircraft maintenance domains. The researcher advocates PRMS as a viable model that meets ICAO SMS-like architecture for aircraft production and maintenance. Methods were identified for developing and implementing PRMS, and for evaluating its ROI. If and when “SMS” is truly mandated in these domains, the researcher proposes PRMS as a viable model that should be considered. Furthermore, the researcher proposes that PRMS can be an effective production risk management system that can enhance the organization’s existing QMS, regardless of “SMS” regulations.

本文的研究目的在於觀察美國總統歐巴馬任期內的美日同盟關係之互動，並加入當前國關學界對於「同盟政治」以及東亞區域安全課題的討論。由此，在研究過程中，首先詳述美國與日本的國家安全戰略與外交立場，以及兩國之間的互動如何有效維繫彼此的同盟關係。 在具體研究步驟上，同盟內部協調能力與面臨外在情勢的同盟凝聚力是本文主要探討的的兩大重點。本文首先將美日關係中的安全、政治與經貿議題當作同盟的內部因素，檢視美日同盟之間的合作與分歧議題，以及美國總統歐巴馬與日本首相之間的互動過程，藉此評估美日同盟的協調能力；另以中國因素做為外部因素，討論中國對於美日同盟的各項影響，再以案例分析，檢視美國處理中日爭執議題的立場與實際作為，觀察美日同盟與中國之間的互動過程，藉此檢視美日同盟的凝聚力。最後部分則總結美日同盟在歐巴馬總統任期內的整體變化與效能分析。 / This research focuses on the alliance politics of the US-Japan alliance in the Obama administration. From 2009 to 2014, the Obama administration has faced five different Japanese cabinets, both the governments of the US and Japan had different perceptions regarding the alliance cohesion and coordination. These perceptions, in addition to their political, economic, and secure interactions have created multiple impacts on the US-Japan alliance. The China factor is another key issue during this research. Although China and the United States are very far from being adversaries as they were in the beginning of the Cold War era, they do engage in issues like South China Sea, East China Sea, and the global economic competition. The Obama administration is also trying to avoid the alliance security dilemma—the risk of entrapment and the cost of abandonment—with the malign China-Japan relations. Besides, this research further investigates how the US-Japan alliance has adjusted itself to the changes and challenges in the global and the East Asia regional security.

Les PME jouent un rôle important dans l'économie Mexicaine et elles sont une source d'emplois locaux pour le pays. Mais leur durée de vie est menacée parce qu'elles ont des difficultés à se maintenir en activité et à développer une performance sociale et économique en face des exigences toujours plus grandes de compétitivité entraînées par la mondialisation. Cependant, une de leurs qualités est la flexibilité qui s'accompagne souvent d'une structure familiale. Le dernier aspect n'est pas sans présenter des inconvénients quant à l'attitude des dirigeants et leur mode de sélection et d'apprentissage qui ne privilégie pas les qualités de négociateur. Ceci génère souvent des structures centralisées ne favorisant pas la recherche de consensus avec les autres acteurs de l'entreprise ainsi que des comportements participatifs tant individuels qu'entre les groupes.Les PME constituent le champ de recherche ; car le problème primordial des PME est l'absence de prévision sur le futur de l'entreprise. Le propriétaire-dirigeant de la PME est totalement concentré sur l'activité opérationnelle à court terme, au détriment des activités à plus forte valeur ajoutée et des réflexions stratégiques, principalement sur le développement du potentiel humain parce qu'il constitue un levier de changements socio-économiques capital pour l'avenir de l'entreprise.Notre hypothèse de recherche consiste à proposer des voies d'amélioration de leur niveau de compétitivité internationale par la formulation de stratégies proactives qui auront pour effet de diminuer les coûts cachés et de contribuer au développement socio-économique de l'organisation.Pour le recueil de données de recherche, nous appliquons une méthodologie de recherche-intervention dans trois PME mexicaines, à partir d'une observation scientifique de la gestion et de l'interactivité cognitive entre l'intervenant-chercheur et tous les acteurs de l'organisation y compris le propriétaire-dirigeant. L'objectif de la recherche-intervention, dans la théorie socio-économique est de générer une transformation profonde des les structures et des comportements des PME.

The research topic is: Tools for the revision of a maintenance strategy for an explosives manufacturing plant, using asset management principles. This research has specific reference to the SASOL Prillan plant based in SASOL, Sasolburg. The purpose of this research is to identify tools for the revision of a maintenance strategy for an explosives manufacturing plant, using asset management principles. These tools must be aimed to increase the proactive work capacity index, Figure 3, and to identify and/or develop tools that can be used by the engineering team of this explosives manufacturing plant to increase equipment reliability and performance. In this research assets include people. The meaning and application of asset management principles were researched and the tools needed to combine existing efforts and future needs are discussed. The human element to ensure the successful implementation of an asset management culture was researched and attributes of leaders and a change model is presented. This research was done into the wider engineering management discipline and not only maintenance. The method used to gather data was by means of interviews of a sample group within this organization. As this manufacturing unit makes use of subject matter experts, these support functions and plant personnel that were not interviewed, were issued with questionnaires to ensure that the sample group is a fair representation of the total manufacturing facility. To obtain a holistic view of potential shortcomings within the current maintenance strategy, all disciplines and levels within this operation were interviewed and commonalities of various asset management models were determined and used to define existing problem areas. This data was used to determine statistical correlations. The case study presented in Chapter 1 indicates that there is a case for change that can improve the proactive work capacity index of the engineering team. The results of this research confirm that there is in fact a real requirement to increase spares accuracy, improve on technical training as well as a need to establish visual performance indicators (dashboard) to measure overall equipment efficiency with the goal toTools for the revision of a maintenance strategy for an explosives manufacturing plant, using asset management principles increase equipment reliability and performance. The technical training referred to in this research reflects on training of people on equipment after investment in new technology. The current spares holding strategy is lacking equipment description accuracy. Furthermore, it is recommended that the implementation of career paths and development plans for individuals must be developed to create an environment of learning. The use of user status information captured on the computerized maintenance management system (SAP R/3) can add to the management of works orders and indicate where the focus must be to complete overdue work orders. Open work orders should be used to manage expenditure, to measure planning efficiency and to manage the cash flow of the business. The use of overall equipment efficiency and engineering efficiency measures is recommended and must be visually displayed on a “dashboard”. It was recommended that the engineering and operations personnel of this manufacturing plant be trained in asset management principles and that balanced scorecards are developed to ensure that the strategies of the various departments are aligned with the business strategy. Diagram 1 best illustrates the thinking and process flow of this research. The flow diagram shows five distinct stages and the appropriate objectives and/ or elements that were considered. The dissertation is also structured in this manner. All abbreviations, acronyms and definitions used in this document were listed in APPENDIX B / Thesis (M.Ing. (Development and Management Engineering))--North-West University, Potchefstroom Campus, 2009.

The research topic is: Tools for the revision of a maintenance strategy for an explosives manufacturing plant, using asset management principles. This research has specific reference to the SASOL Prillan plant based in SASOL, Sasolburg. The purpose of this research is to identify tools for the revision of a maintenance strategy for an explosives manufacturing plant, using asset management principles. These tools must be aimed to increase the proactive work capacity index, Figure 3, and to identify and/or develop tools that can be used by the engineering team of this explosives manufacturing plant to increase equipment reliability and performance. In this research assets include people. The meaning and application of asset management principles were researched and the tools needed to combine existing efforts and future needs are discussed. The human element to ensure the successful implementation of an asset management culture was researched and attributes of leaders and a change model is presented. This research was done into the wider engineering management discipline and not only maintenance. The method used to gather data was by means of interviews of a sample group within this organization. As this manufacturing unit makes use of subject matter experts, these support functions and plant personnel that were not interviewed, were issued with questionnaires to ensure that the sample group is a fair representation of the total manufacturing facility. To obtain a holistic view of potential shortcomings within the current maintenance strategy, all disciplines and levels within this operation were interviewed and commonalities of various asset management models were determined and used to define existing problem areas. This data was used to determine statistical correlations. The case study presented in Chapter 1 indicates that there is a case for change that can improve the proactive work capacity index of the engineering team. The results of this research confirm that there is in fact a real requirement to increase spares accuracy, improve on technical training as well as a need to establish visual performance indicators (dashboard) to measure overall equipment efficiency with the goal toTools for the revision of a maintenance strategy for an explosives manufacturing plant, using asset management principles increase equipment reliability and performance. The technical training referred to in this research reflects on training of people on equipment after investment in new technology. The current spares holding strategy is lacking equipment description accuracy. Furthermore, it is recommended that the implementation of career paths and development plans for individuals must be developed to create an environment of learning. The use of user status information captured on the computerized maintenance management system (SAP R/3) can add to the management of works orders and indicate where the focus must be to complete overdue work orders. Open work orders should be used to manage expenditure, to measure planning efficiency and to manage the cash flow of the business. The use of overall equipment efficiency and engineering efficiency measures is recommended and must be visually displayed on a “dashboard”. It was recommended that the engineering and operations personnel of this manufacturing plant be trained in asset management principles and that balanced scorecards are developed to ensure that the strategies of the various departments are aligned with the business strategy. Diagram 1 best illustrates the thinking and process flow of this research. The flow diagram shows five distinct stages and the appropriate objectives and/ or elements that were considered. The dissertation is also structured in this manner. All abbreviations, acronyms and definitions used in this document were listed in APPENDIX B / Thesis (M.Ing. (Development and Management Engineering))--North-West University, Potchefstroom Campus, 2009.

Most theories that attempt to describe the relationship between corporate sustainability strategies and a company’s triple bottom line also make the assumption that there is insufficient evidence to produce generalizable conclusions. This study contributes to the overall body of knowledge, as there is a lack of significant generalizable knowledge on corporate sustainability strategies and a company’s triple bottom line. To provide a methodologically more rigorous review, we performed a meta-analysis on 18 scholarly articles from top-tier academic journals containing 64 experimental treatments that measured an observed (not self-reported) behavioural outcome, which yielded a sample size of 23,871 observations. Most studies combined multiple treatments, which preclude definitive conclusions on the most effective treatments. The findings suggest that there is a positive medium to strong relationship between sustainability-oriented strategies, for both reactive and proactive behaviours (Dyllick et al., 1997; Gminder et al., 2002), and a company’s “triple bottom line.” Furthermore, regardless of the firm type (e.g., multinational corporation or local establishment, emerging economy firm or developed nation business), proactive sustainability-oriented strategies tend to have a higher payoff than firms that adopt reactive sustainability-oriented strategies. This meta-analysis establishes a greater degree of certainty with respect to corporate sustainability strategies and a firm’s triple bottom line relationship than currently assumed by many business scholars. To conclude, the sustainability concept has significantly expanded the scope of measuring organizational performance according to economic, social, and environmental components (Robins, 2006), which are collectively described as the “triple bottom line.” Organizations have determined that specific products and processes can have serious environmental and social implications beyond providing typical economic benefits (Sarkis, 2001). Based on the results of this study, companies should develop more diversified sustainability strategies that will help them to identify and capture value (McMullen, 2001). The results demonstrate that sustainability can provide companies with a strategic advantage, which is vital for the organization’s long-term viability and success (Orlitzky et al., 2003). This study also examines the balance between reasonable return on investment and long-term organizational viability, which greatly impacts organizational decision-makers that contend with numerous stakeholder issues, pressure from environmental agencies, and increased social consciousness that affects workers, consumers, and communities. It supports the conclusion that being proactive in responding to these conflicting pressures and barriers helps organizations to achieve higher levels of performance.

Identification of aggression in Junior Primary school learners often becomes a difficult task due to the lack of appropriate measuring instruments. The assessment instruments used presently are unable to identify the subtypes of aggression. In order to address this limitation in the field of aggression, the present investigation was undertaken. A literature study was done where the concept aggression was defined and the relationship and differences between the subtypes of aggression (physical, verbal, reactive and proactive aggression) were examined. The factors that relate to aggression, namely, biological, personality, environmental and social, parental influence, frustration and media influences were identified. A reliable measuring instrument was developed to identify the four main subtypes of aggression in junior primary learners. The results of the empirical investigation indicated that there were significant positive correlations between the subtypes of aggression. Gender and intellectual potential do not appear to have a significant bearing on childhood aggression. The educational implications of the findings are discussed and guidelines regarding treatment of childhood aggression are given for both educators and parents. / Education Studies / M.Ed.