Gehaltediens lei tot effektiwiteit in enige organisasie. Die meting hiervan behoort 'n prioriteit te wees, maar geskikte, gevalideerde, wetenskaplike meetinstrumente hiervoor bestaan nie. Die algemene doel van die navorsing was die validering van 'n gerekenariseerde simulasietegniek ("Business Principles Orientation") vir die meting van klientediensvaardighede. In die literatuuroorsig is klientediens gedefinieer en vyf dimensies van gehaltediens gei:dentifiseer. Deur empiriese navorsing is die gerekenariseerde simulasietegniek ("Business Principles Orientation") se meting van klientediensvaardighede bepaal, deur dit afte neem op 'n steekproef van 28 kassiere in 'n supermark. Hierdie instrument is gekorreleer met die Servqual-vraelys. Die resultate dui op 'n swak verband tussen die veranderlikes van die Servqual-vraelys en gerekenariseerde simulasietegniek. Hiervolgens is die gerekenariseerde simulasietegniek en die ontwikkelingsverslag wat dit verskaf, nie geldig in die meting van klientdiensvaardighede nie. Aanbevelings ten opsigte van die instrument se verdere verfyning en navorsing word geformuleer. / Quality service leads to effectiveness in any organisation. The measurement of effectiveness should be a priority, but suitable, valid and scientific measurement instruments for this purpose does not exist. The general aim of the research was the validation of a computerized simulation technique ("Business Principles Orientation") for the measurement of client service skills. In the literature survey, quality service was defined and five dimensions of quality service identified. In the empirical research the measurement of client service skills through the use of the computerized technique ("Business Priciples Orientation"), was determined by testing it on a sample of 28 cashiers from a supermarket. This instrument was correlated with the Servqual-questionaire. The results show little correlation between the variables of the Servqual questionaire and computerized simulation technique. In terms hereof the computerized simulation technique and development report that it provides, is not valid in the measurement of client care skills. Recommendations for further refinement and research pertaining to this instrument is formulated. / Industrial & Organisational Psychology / M.A. (Bedryfsielkunde)

Text in Afrikaans / Hierdie verhandeling fokus op persoonlikheid. selfaktualisering en toesighouersvaardighede. as voorspellers van toesighouersukses. Persoonlikheid en selfaktualisering word vanuit die dimensionele en humanistiese persoonlikheidsteoriee en toesighouersvaardighede vanuit die bestuurpsigologie beskryf. 'n Psigometriese toetsbattery is saamgestel uit drie instrumente wat onderskeidelik persoonlikheid (16 PF Vraelys), selfaktualisering (Persoonlike Orientasie-inventaris) en toesighouersvaardigheid (Posmandjie) evalueer. Vir die doel van hierdie navorsing, is toesighouersukses (volgens prestasiebeoordeling), die afhanklike veranderlike terwyl persoonlikheid. selfaktualisering en toesighouersvaardigheid die onafhanklike veranderlikes is. Die psigometriese toetsbattery is gebruik om te bepaal of daar 'n verband bestaan tussen: a) persoonlikheid. selfaktualisering en toesighouersvaardigheid onderling b) persoonlikheid. selfaktualisering en toesighouersvaardigheid. en prestasie c) persoonlikheid, selfaktualisering en toesighouersvaardigheid gesamentlik, en prestasie deur die formulering van statistiese kombinasies. Die resultate is weergegee en die nulhipoteses aanvaar of verwerp waarna die resultate bespreek is. Hierna is die gevolgtrekking geformuleer dat die gekombineerde statistiese kombinasies of gedeeltes van die drie psigometriese instrumente saam gebruik kan word om toesighouersukses te voorspel. / This dissertation focuses on personality. self-actualisation and supervisory skills as predictors of supervisor success. The dimensional and humanistic personality theories were used to describe personality and self-actualisation while supervisory skills were explained in the context of management psychology. A psychometric battery was compiled consisting of three instruments to evaluate personality (16 PF Questionnaire). self-actualisation (Personality Orientation Questionnaire). and supervisory skills (In-basket Exercise) respectively. In this research supervisory success is the dependent variable. and personality, self-actualisation and supervisory skills the independent variables. The psychometric battery were used to determines if any correlation exists between: a) personality, self-actualisation and supervisory skills b) personality, self-actualisation and supervisory skills. and performance. c) personality, self-actualisation and supervisory skills combined and performance through the formulation of statistical combinations. The results were provided. interpreted and discussed. The conclusion was reached that the statictical combination or parts of the three psychometric instruments combined could be used to predict supervisory success. / Industrial and Organisational Psychology / M. Com. (Bedryfsielkunde)

Gehaltediens lei tot effektiwiteit in enige organisasie. Die meting hiervan behoort 'n prioriteit te wees, maar geskikte, gevalideerde, wetenskaplike meetinstrumente hiervoor bestaan nie. Die algemene doel van die navorsing was die validering van 'n gerekenariseerde simulasietegniek ("Business Principles Orientation") vir die meting van klientediensvaardighede. In die literatuuroorsig is klientediens gedefinieer en vyf dimensies van gehaltediens gei:dentifiseer. Deur empiriese navorsing is die gerekenariseerde simulasietegniek ("Business Principles Orientation") se meting van klientediensvaardighede bepaal, deur dit afte neem op 'n steekproef van 28 kassiere in 'n supermark. Hierdie instrument is gekorreleer met die Servqual-vraelys. Die resultate dui op 'n swak verband tussen die veranderlikes van die Servqual-vraelys en gerekenariseerde simulasietegniek. Hiervolgens is die gerekenariseerde simulasietegniek en die ontwikkelingsverslag wat dit verskaf, nie geldig in die meting van klientdiensvaardighede nie. Aanbevelings ten opsigte van die instrument se verdere verfyning en navorsing word geformuleer. / Quality service leads to effectiveness in any organisation. The measurement of effectiveness should be a priority, but suitable, valid and scientific measurement instruments for this purpose does not exist. The general aim of the research was the validation of a computerized simulation technique ("Business Principles Orientation") for the measurement of client service skills. In the literature survey, quality service was defined and five dimensions of quality service identified. In the empirical research the measurement of client service skills through the use of the computerized technique ("Business Priciples Orientation"), was determined by testing it on a sample of 28 cashiers from a supermarket. This instrument was correlated with the Servqual-questionaire. The results show little correlation between the variables of the Servqual questionaire and computerized simulation technique. In terms hereof the computerized simulation technique and development report that it provides, is not valid in the measurement of client care skills. Recommendations for further refinement and research pertaining to this instrument is formulated. / Industrial and Organisational Psychology / M.A. (Bedryfsielkunde)

Text in Afrikaans / Hierdie verhandeling fokus op persoonlikheid. selfaktualisering en toesighouersvaardighede. as voorspellers van toesighouersukses. Persoonlikheid en selfaktualisering word vanuit die dimensionele en humanistiese persoonlikheidsteoriee en toesighouersvaardighede vanuit die bestuurpsigologie beskryf. 'n Psigometriese toetsbattery is saamgestel uit drie instrumente wat onderskeidelik persoonlikheid (16 PF Vraelys), selfaktualisering (Persoonlike Orientasie-inventaris) en toesighouersvaardigheid (Posmandjie) evalueer. Vir die doel van hierdie navorsing, is toesighouersukses (volgens prestasiebeoordeling), die afhanklike veranderlike terwyl persoonlikheid. selfaktualisering en toesighouersvaardigheid die onafhanklike veranderlikes is. Die psigometriese toetsbattery is gebruik om te bepaal of daar 'n verband bestaan tussen: a) persoonlikheid. selfaktualisering en toesighouersvaardigheid onderling b) persoonlikheid. selfaktualisering en toesighouersvaardigheid. en prestasie c) persoonlikheid, selfaktualisering en toesighouersvaardigheid gesamentlik, en prestasie deur die formulering van statistiese kombinasies. Die resultate is weergegee en die nulhipoteses aanvaar of verwerp waarna die resultate bespreek is. Hierna is die gevolgtrekking geformuleer dat die gekombineerde statistiese kombinasies of gedeeltes van die drie psigometriese instrumente saam gebruik kan word om toesighouersukses te voorspel. / This dissertation focuses on personality. self-actualisation and supervisory skills as predictors of supervisor success. The dimensional and humanistic personality theories were used to describe personality and self-actualisation while supervisory skills were explained in the context of management psychology. A psychometric battery was compiled consisting of three instruments to evaluate personality (16 PF Questionnaire). self-actualisation (Personality Orientation Questionnaire). and supervisory skills (In-basket Exercise) respectively. In this research supervisory success is the dependent variable. and personality, self-actualisation and supervisory skills the independent variables. The psychometric battery were used to determines if any correlation exists between: a) personality, self-actualisation and supervisory skills b) personality, self-actualisation and supervisory skills. and performance. c) personality, self-actualisation and supervisory skills combined and performance through the formulation of statistical combinations. The results were provided. interpreted and discussed. The conclusion was reached that the statictical combination or parts of the three psychometric instruments combined could be used to predict supervisory success. / Industrial and Organisational Psychology / M. Com. (Bedryfsielkunde)