The primary aim of this thesis was to undertake research in a Higher Education and Training Institution in a Provincial Government Department in the Western Cape to determine which variables affect the services that are being delivered and the quality of the services and how these services could be improved. The population selected for the purpose of the research was a large number of students at a Higher Education and Training Institution in a Provincial Government Department in the Western Cape. A research sample represented by a subset of participants from this organisation was selected. A biographical questionnaire and the SERVQUAL questionnaire were administered to a sample of 130 students enrolled at a Higher Education Institution in the Western Cape. The results indicate that there are significant relationships between selected biographical variables and perceptions of service quality. Moreover, there were also statistically significant differences in perceptions on the variables Reliability, Responsiveness, Assurance, Tangibles and Empathy. Tentative conclusions can be drawn from the results and recommendations regarding future research are highlighted.

The primary aim of this thesis was to undertake research in a Higher Education and Training Institution in a Provincial Government Department in the Western Cape to determine which variables affect the services that are being delivered and the quality of the services and how these services could be improved. The population selected for the purpose of the research was a large number of students at a Higher Education and Training Institution in a Provincial Government Department in the Western Cape. A research sample represented by a subset of participants from this organisation was selected. A biographical questionnaire and the SERVQUAL questionnaire were administered to a sample of 130 students enrolled at a Higher Education Institution in the Western Cape. The results indicate that there are significant relationships between selected biographical variables and perceptions of service quality. Moreover, there were also statistically significant differences in perceptions on the variables Reliability, Responsiveness, Assurance, Tangibles and Empathy. Tentative conclusions can be drawn from the results and recommendations regarding future research are highlighted.

Made available in DSpace on 2016-08-03T16:34:27Z (GMT). No. of bitstreams: 1 Roberto Rusticci.pdf: 1134696 bytes, checksum: 4b31cf5f869254e06ebcd6245a5adfe2 (MD5) Previous issue date: 2013-06-28 / This study intended to analyze to what point the use of different power bases of hierarchical superiors predict the levels of engagement at work and the resilience of workers, contributing to increase the knowledge about the behavior of municipal civil servants as to the levels of engagement at work and resilience presented. Started from the definition of power from French e Raven (1959): power is the potential influence that the agent O could cause on subject P; it was adopted the concept of engagement at work from Schaufeli and Bakker (2003), that define engagement at work as a positive motivational construct, characterized by vigor, dedication and absorption, always related to work, what implies a feeling of accomplishment, involves positive cognitive state, is persistent in time, presenting, that way, motivational and social nature, and at last, used the concept of Grotberg (2005) that defined resilience as the human capacity to face, overcome, and even be strengthened by experiences of adversity . For that, it was defined as the general goal to test the predictive capacity of the social power bases of bosses over the resilience and the engagement at work in municipal civil servants of Diadema SP. Participated on this study 95 municipal civil servants of the Diadema City, SP, with a small majority of feminine individuals (51,6%), with larger percentage of age between 25 and 40 years old (38,9%). The majority of participants (60%) declared to have a completed superior education (39,9%) or post-graduation (24,2%). The instruments used were: Bases Scale of Power of Supervisors (EBPS Escala de Bases de Poder do Supervisor), scale developed by Martins and Guimarães (2007); Resilience Evaluation Scale (EAR Escala de Avaliação da Relisiência), scale formed by Martins, Siqueira and Emilio (2011) and the UTRECHT Work Engagement Scale (UWES) that had their indicators of validity and dependability refined on this study. As a result it was partially verified the existence of association between engagement at work and resilience, because engagement at work correlated to three of the five factor of resilience: positive adaptation to changes, personal competence and persistence upfront difficulty. It was verified that the dimensions that compose the variable resilience obtained averages around the forth point of the resilience scale (frequently is true), indicating that the participants frequently notice themselves as capable of facing the adversities of life due to the high perception of persistence, capable of adapting to changes, with a good level of personal competence and spirituality. Verified that the averages on the dimensions that compose the variable of engagement at work were too close of the forth point of the engagement scale (a few times a week), indicating that the notice on themselves a high level of engagement at work, meaning they have vigor, are dedicated and let themselves get absorbed by work. Verified yet that the workers realize the Power of expertise as the most applied by their hierarchical superiors with an average of 4,46 (SD = 0,71). At last, the results conquered pointed that the part and the positioning of the command didn t provoke significant impact in none of the consequent variable, ergo, power bases don t explain resilience for the participant workers of this research as also don t predict engagement at work. / Este estudo teve a intenção de analisar até que ponto o uso de diferentes bases de poder dos superiores hierárquicos predizem os níveis de engajamento no trabalho e de resiliência dos trabalhadores, colaborando para aumentar o conhecimento sobre o comportamento dos servidores públicos municipais, quanto aos níveis de engajamento no trabalho e resiliência apresentados. Partiu-se da definição de poder de French e Raven (1959): poder é a influência potencial que o agente O poderia causar no sujeito P; adotou-se o conceito de engajamento no trabalho de Schaufeli e Bakker (2003), que definem engajamento no trabalho como um construto motivacional positivo, caracterizado por vigor, dedicação e absorção, sempre relacionado ao trabalho, o qual implica sentimento de realização, envolve estado cognitivo positivo, é persistente no tempo, apresentando, assim, natureza motivacional e social e por fim utilizou-se o conceito de Grotberg (2005) que define resiliência como a capacidade humana para enfrentar, vencer e ser fortalecido ou transformado por experiências de adversidades . Para isto, definiu-se como objetivo geral testar a capacidade preditiva das bases de poder social dos chefes sobre a resiliência e o engajamento no trabalho, em servidores públicos municipais de Diadema - SP. Participaram deste estudo 95 servidores públicos municipais do município de Diadema, SP, com pequena maioria de indivíduos do sexo feminino (51,6%), com maior percentual de idade entre 25 e 40 anos (38,9%). A maioria dos participantes (60%) declarou possuir nível superior completo (35,8%) ou pós-graduação (24,2%). Utilizou-se os instrumentos: Escala de Bases de Poder do Supervisor (EBPS), escala desenvolvida por Martins e Guimarães (2007); Escala de Avaliação da Resiliência (EAR), escala construída por Martins, Siqueira e Emilio (2011) e a Escala de Engajamento no Trabalho de UTRECHT (UWES) que tiveram seus indicadores de validade e fidedignidade apurados neste estudo. Como resultado constatou-se parcialmente a existência de associação entre engajamento no trabalho e resiliência, pois engajamento no trabalho correlacionou-se com três dos cinco fatores de resiliência: adaptação positiva à mudanças, competência pessoal e persistência diante de dificuldade. Verificou-se que as dimensões que compõem a variável resiliência obtiveram médias ao redor do ponto quatro da escala de resiliência (frequentemente é verdade), indicando que os participantes frequentemente percebem a si mesmos como capazes de enfrentar as adversidades da vida em função da sua alta percepção de persistência, capazes de adaptar-se às mudanças, com bom nível de competência pessoal e de espiritualidade. Constatou-se que as médias nas dimensões que compõem a variável engajamento no trabalho ficaram muito próximas do ponto quatro da escala de engajamento (algumas vezes na semana), indicando que eles percebem em si um alto grau engajamento no trabalho, ou seja, que possuem vigor, são dedicados e deixam-se absorver pelo trabalho. Verificou-se ainda que os trabalhadores percebem o poder de perícia como o mais empregado pelos seus superiores hierárquicos com média de 4,46 (DP= 0,71). Por fim, os resultados obtidos apontaram que o papel e o posicionamento da chefia não provocaram impacto significativo em nenhuma das variáveis consequentes, portanto, bases de poder não explicam resiliência para os trabalhadores participantes desta pesquisa como também não predisseram engajamento no trabalho.

Submitted by Luciana Ferreira (lucgeral@gmail.com) on 2018-05-02T12:09:45Z No. of bitstreams: 2 Dissertação - Wanderson Silva Leite - 2018.pdf: 1714753 bytes, checksum: 565588d43ed3f6e17426d164348bb3a5 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Approved for entry into archive by Luciana Ferreira (lucgeral@gmail.com) on 2018-05-02T12:57:16Z (GMT) No. of bitstreams: 2 Dissertação - Wanderson Silva Leite - 2018.pdf: 1714753 bytes, checksum: 565588d43ed3f6e17426d164348bb3a5 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Made available in DSpace on 2018-05-02T12:57:16Z (GMT). No. of bitstreams: 2 Dissertação - Wanderson Silva Leite - 2018.pdf: 1714753 bytes, checksum: 565588d43ed3f6e17426d164348bb3a5 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Previous issue date: 2018-03-29 / This study’s objective is to verify the relation between the overeducation phenomenon and the experiences of pleasure-suffering in the work of assistant servants in administration at a Federal Teaching Institution, located in Goiânia- Go. Therefore, it aims to describe the organization of the work to which the workers are submitted, to investigate their experiences of pleasure-suffering, to describe the strategies of mediation of the suffering in the work used by these workers and to analyze the overeducation process in the researched institution. The Psychodynamics of Work is used as the main theory to achieve the objective, by understanding the organization of work as the way tasks are defined, divided and distributed, the way the prescriptions are conceived, as well how do the fiscalization, the control, the order, the direction and the hierarchy occurs. The pleasure-suffering are defined as experiences of anguish, fear, unsafeness, recognition and liberty of speech. Mediation strategies are responses to the contradictions of the organization of the work, avoiding or transforming the situations that lead to suffering. The overeducation is concerned as a phenomenon in which the worker presents level of schooling above the required for its occupation. The research’s data were collected by: a) meetings with the directors of the searched organ, in order to delineate the research and explain the way as it would be lead; b) participating visit to an operating unit (campus); c) analysis of documents and texts referring to the organ; d) five individual interviews with middle-level servants who already had undergraduate and / or postgraduate degrees when they joined the institution. These interviews were analyzed by Content Analysis and described as the results of the present document. The results indicate lack of autonomy of the servers in the decision making; lack of recognition on the part of the direction; bureaucratic rigidity; meaningless activities; use individual defensive strategies as ways of dealing with the difficulties described; existence of servers in situations of overeducation. The results suggest that over- educated servants enjoy a false sense of pleasure, which actually camouflages the suffering of performing meaningless activities. / Este estudo objetiva verificar a relação entre o fenômeno da sobreeducação (overeducation) e as vivências de prazer-sofrimento no trabalho de servidores assistentes em administração em uma Instituição Federal de Ensino, localizada em Goiânia-Go. Para tanto, busca descrever a organização do trabalho a que os servidores estão submetidos, investigar suas vivências de prazer-sofrimento, descrever as estratégias de mediação do sofrimento no trabalho utilizadas por esses trabalhadores e analisar o processo de sobreeducação na instituição pesquisada. Tem como aporte teórico a psicodinâmica do trabalho, no qual a organização do trabalho é conceituada como a forma como as tarefas são definidas, divididas e distribuídas, a forma como são concebidas as prescrições,bem como a forma como se operam a fiscalização, o controle, a ordem, a direção e a hierarquia. O prazer-sofrimento é estudado como um constructo dialético, sendo definido como vivências de angústia, medo, insegurança, reconhecimento e liberdade de expressão. As estratégias de mediação visam responder às contradições da organização do trabalho, evitando ou transformando as situações geradoras de sofrimento. Já a sobreeducação é entendida como fenômeno em que o trabalhador apresenta nível de escolaridade acima do requerido para sua ocupação. As etapas de pesquisa foram: a) reuniões com a direção do orgão pesquisado, a fim de delinear a pesquisa e explicar o modo como ela seria conduzida; b) observação participante em uma unidade de funcionamento (campus); c) análise de documentos e textos referentes ao órgão; d) cinco entrevistas semi- estruturadas individuais com servidores ocupantes de cargo de nível médio que já possuíam graduação e/ou pós-graduação quando ingressaram na instituição. Essas entrevistas foram analisadas por meio da Análise de Conteúdo e apresentadas nos resultados da presente dissertação. Nota-se falta de autonomia dos servidores na tomada de decisão; ausência de reconhecimento por parte da chefia; rigidez burocrática; atividades desprovidas de sentido; uso estratégias defensivas individuais como formas de lidar com as dificuldades descritas; existência de servidores em situação de sobreeducação. Os resultados sugerem que os servidores sobreeducados desfrutam de uma falsa sensação de prazer, que, na verdade, camufla o sofrimento decorrente do desempenho de atividades desprovidas de sentido.

Made available in DSpace on 2016-03-15T19:33:39Z (GMT). No. of bitstreams: 1 Narlon Gutierre Nogueira.pdf: 3001919 bytes, checksum: b237d647dfd92e71274680800baeb9e8 (MD5) Previous issue date: 2011-03-15 / Fundo Mackenzie de Pesquisa / Study of the systems pertaining to social security of public employees in Brazil, with emphasis on financial and actuarial balance. Analyze the relationship between the concept of citizenship and social rights, and the process of constitutionalization and the affirmation of international law. Describes the emergence and consolidation of the right to social security in the world and models of social insurance and social security. Studies the evolution of social security in Brazil, emphasizing its relations with the political, social and economic. Addresses the crisis and reforms of pension systems, occurred in recent decades, particularly in Latin America and Europe. Analyze the political process and content of pension reform in Brazil. Studies the emergence and evolution of security systems for public servants in Brazil, its three main periods (up to 1988, from 1988 to 1998 and after 1998), and its relations with the legal hiring servers. Details the constitutional principle of financial and actuarial balance of pension schemes. Study the concepts of public policy. Argues that the construction of financial and actuarial balance of pension schemes for public servants should be treated as a public policy of the State. Analyzes the situation of the pension pertaining to social security schemes of civil servants in Brazil, in all the entities of the federation who have adopted them, constructing indicators based on the relationship between actuarial deficit, the current net revenue, staff costs and quantity of active servers and retireds. Addresses issues that impact the financial and actuarial balance of pension schemes for public servants and that may be consideredin future reforms. / Estudo sobre os regimes próprios de previdência social dos servidores públicos no Brasil, com ênfase no equilíbrio financeiro e atuarial. Analisa a relação entre o conceito de cidadania e os direitos sociais, e o processo de constitucionalização e afirmação destes no âmbito do direito internacional. Descreve o surgimento e a consolidação do direito à previdência social no mundo e os modelos de seguro social e seguridade social. Estuda a evolução da previdência social no Brasil, enfatizando suas relações com a esfera política, social e econômica. Aborda a crise e as reformas dos sistemas previdenciários, ocorridas nas últimas décadas, em especial nos países da América Latina e da Europa. Analisa o processo político e o conteúdo das reformas previdenciárias no Brasil. Estuda o surgimento e evolução dos regimes de previdência dos servidores públicos no Brasil, em seus três períodos principais (até 1988; de 1988 a 1998; após 1998), e suas relações com o regime jurídico de contratação dos servidores. Detalha o princípio constitucional do equilíbrio financeiro e atuarial dos regimes de previdência. Estuda os conceitos de políticas públicas. Sustenta que a construção do equilíbrio financeiro e atuarial dos regimes de previdência dos servidores públicos deve ser tratada como uma política pública de Estado. Analisa a situação atuarial dos regimes próprios de previdência social dos servidores públicos civis no Brasil, em todos os entes da federação que os adotaram, construindo indicadores a partir da relação entre déficit atuarial, receita corrente líquida, despesas com pessoal e quantitativo de servidores ativos e inativos. Aborda questões que impactam o equilíbrio financeiro e atuarial dos regimes de previdência dos servidores públicos e que poderão ser consideradas em futuras reformas.

Magister Commercii (Industrial Psychology) - MCom(IPS) / The primary aim of this thesis was to undertake research in a Higher Education and Training Institution in a Provincial Government Department in the Western Cape to determine which variables affect the services that are being delivered and the quality of the services and how these services could be improved. The population selected for the purpose of the research was a large number of students at a Higher Education and Training Institution in a Provincial Government Department in the Western Cape. A research sample represented by a subset of participants from this organisation was selected. A biographical questionnaire and the SERVQUAL questionnaire were administered to a sample of 130 students enrolled at a Higher Education Institution in the Western Cape. The results indicate that there are significant relationships between selected biographical variables and perceptions of service quality. Moreover, there were also statistically significant differences in perceptions on the variables Reliability, Responsiveness, Assurance, Tangibles and Empathy. Tentative conclusions can be drawn from the results and recommendations regarding future research are highlighted. / South Africa

This research study explored the effects of a public servants‟ strike on psychiatric patients. This is achieved through investigating the subjective lived experiences of events prior to, during and ensuing a public servants' strike. In addition, strike action within the health care sector as a worldwide phenomenon is discussed. This provides a conceptual understanding of strike action within the health care sector, as well as critical issues raised around the use of strikes as a medium of communication. During the public servants' strike of August 2010, 446 patients were discharged from a specialized psychiatric facility in the greater Gauteng region. The sample for this research was taken from this population and comprises of three (n=3) psychiatric patients, two Afrikaans speaking males and one Sotho speaking male. At the time of the interview, all three participants had been hospitalized and received further psychiatric treatment. The researcher made use of Interpretive Phenomenological Analysis (IPA) as the method to gather and interpret the raw data. The data is discussed within three subordinate themes, namely the subjective experiences prior to, during and ensuing the strike. In addition global themes throughout the patient‟s subjective lived experiences are discussed without sequential significance. The results from this study support current literature that strikes have a direct impact on the treatment of psychiatric patients. In addition the subjective accounts of the patients did not indicate any significant deterioration in functioning during the strike. However in subsequent months following their discharge, all of the participants experienced some form of conflict which contributed to their rehospitalisation. Copyright / Dissertation (MA)--University of Pretoria, 2013. / Psychology / unrestricted

Busca demostrar como los altos costos de la legislación laboral operan de manera similar al control de precios, teniendo consecuencias bastante negativas para el mercado laboral y para los trabajadores. Algunos de los ejemplos que se presentan tienen como objetivo probar que, en ocasiones, una norma en favor de los trabajadores puede terminar afectando el mismo derecho que se intenta proteger. / Tesis

No description available.

Studies as described in the literature review indicate that most South Africans are highly in debt. The South African Reserve Bank’s quarterly bulletin is one of the prominent barometers for measuring household debt in the country and over the last five years has been indicating a steady decline but still very high household debt among South Africans. Studies have also shown that this relates to poor financial literacy and consumer ignorance in applying basic financial management practices. This is discussed in Chapter two of the study. The aim of the study was to determine the consumer debt level of the Department of Health public servants in Mahikeng, North West Province. This study used a consumer survey to measure consumer indebtedness among public servants in Mahikeng. The results of the study support literature in that the study found that most public servants are indebted. The findings also showed that 63% of the public servants spent more than 20% of their income in servicing debt. Thirteen per cent of the public servants taking part in the study had been served with either garnishee or emolument orders. The results of the study seem to suggest that public servants working for the Department of Health in Mahikeng and taking part in the study were indebted. / Business Management / M. Com. (Business Management)