Orientador: Olga Rodrigues de Moraes Von Simson / Tese (doutorado) - Universidade Estadual de Campinas, Faculdade de Educação / Made available in DSpace on 2018-08-11T05:39:56Z (GMT). No. of bitstreams: 1 Alvisi_LiliandeCassia_D.pdf: 30004664 bytes, checksum: b54afa3ad994381852133d6f55239e05 (MD5) Previous issue date: 2008 / Resumo: Este projeto teve como objetivo discutir as implicações políticas no processo de organização de um memorial escolar, que resultou em um movimento de empoderamento de diferentes indivíduos ou grupos de uma determinada comunidade. Tratou-se de uma pesquisa ação que foi desenvolvida com o apoio de especialistas do Centro de Memória - Unicamp. As relações entre memória compartilhada, resistência política e empoderamento foram abordadas na pesquisa buscando promover debates e gerar contribuições tanto sobre atitudes já concretizadas ou ainda para orientar aquelas que serão tomadas coletivamente, no futuro. A iniciativa de organização de um memorial escolar partiu e está sendo executada por um grupo significativo e representativo da comunidade local, com ação participativa dos pesquisadores/técnicos do CM - Unicamp. Todo o processo de organização do Memorial Padre Carlos se valeu de táticas de resistência ante uma situação indesejada, que pudesse desvirtuar as propostas político-educativas da Escola Profissional Dom Bosco de Poços de Caldas, devido à inserção de membros da Congregação dos Salesianos nas atividades didático ¿ administrativas, após a morte de seus fundadores / Abstract: This project aimed to discuss the political implications during the process of organising a memorial of a school, which resulted in a movement of empowerment of different persons or groups of a particular community. This research was an engaged one, being developed with the assistance of specialists of the Centro de Memória ¿ Unicamp (Center of Memory - Unicamp). The relations between shared memory, resistance and political empowerment, in the research, tried to promote debates and generate contributions on attitudes already implemented and to guide those that will be taken collectively in the future. The initiative to organise a memorial in a school started and is being run by an important and representative group of the local community, with the participation of the researchers/ technicians from CM - Unicamp. The whole process of organising the ¿Memorial Padre Carlos¿ made use of tactics of resistance before an undesirable situation that could distort the political-educational proposals of the Escola Profissional Dom Bosco de Poços de Caldas (Dom Bosco Vocational School - Poços de Caldas) due to the inclusion of members of the Salesian Congregation in didactic - administrative activities, after the decease of its founders / Doutorado / Ciencias Sociais na Educação / Doutor em Educação

E-services are becoming increasingly prevalent in various contexts. Organizations in the public sector have also embraced this trend and today provide e-services with different purposes, e.g. various e-health services. Although there are advantages of e-services compared to traditional channels, they are not free of problems; a public organization must, among other things, provide an availability that private organizations may not need. This in turn means that the business needs to adapt its internal IT systems to handle incoming cases, which affects both the organization’s business and its employees. As today’s demands exceeds the resources, and that the population in Sweden is growing older, demands increase on the health care’s business. Citizens have to take greater responsibility for their own healthcare, which involves changes in working methods through effective e-services. Therefore, we examined the consequences this has within the business, as well as how the use of e-services affects the employees’ working routines and administrative work. The study aims to identify and analyze consequences, opportunities and obstacles with e-health and e-services within a public health care organization. In this way, we see that the study may help with possible explanations to the challenges that arise from the use of e-services in the public health care. The intention is also to identify and describe possible gaps between expected effects of strategies and the outcome in the operational business, which we see can contribute to greater understanding of the differences and how they might be handled. The study is based on a qualitative case study on Region Östergötland, where we have collected empirical data through interviews. The interviews have then been interpreted and analyzed to provide an illustration of how the organization strategically works with e-services in the public healthcare and how this is manifested in the business. The study results and conclusions show that there are both positive and less desirable effects of e-services within the operational level of the business. The same also applies to certain strategic decisions, particularly the decision to make patient records available through the e-service My health care contacts. We consider that an important contribution of the study is to highlight the needs from the operational health care business, as well as the importance of taking these into account in the development of e-health and e-service related strategies. We consider that another contribution of the study is the need to reflect on the business implications that may arise as a result of e-services. / E-tjänster förekommer i allt större utsträckning inom olika sammanhang. Offentliga organisationer har också anammat utvecklingen och tillhandahåller idag e-tjänster av olika slag, exempelvis diverse e-hälsotjänster. I teorin beskrivs e-tjänster kunna bidra med effektiviseringar inom verksamheten, något som även framhålls som ett mål med e-hälsa. Även om det finns fördelar med e-tjänster jämfört med traditionella kanaler, är bilden inte helt problemfri; tidigare forskning visar att en offentlig organisation bland annat måste tillhandahålla en tillgänglighet som privata organisationer inte behöver. Detta innebär i sin tur att verksamheten behöver anpassa interna IT-system för att kunna hantera inkommande ärenden, vilket påverkar både organisationens verksamhet och dess medarbetare. Då behoven idag överstiger resurserna, samt att befolkningen i Sverige blir allt äldre ställs ökade krav på vårdverksamheten. Invånare måste ta ett större ansvar för den egna vården, vilket bland annat innebär förändrade arbetssätt genom ändamålsenliga e-tjänster. Därför har vi undersökt vilka konsekvenser e-tjänster medför inom verksamheten, samt hur användningen av dessa påverkar medarbetarnas arbetsrutiner och administrativa arbete. Syftet med studien är att identifiera och analysera konsekvenser, möjligheter och hinder med e-hälsa och e-tjänster inom en offentlig vårdorganisation. På så sätt ser vi att studien kan bidra med möjliga förklaringar till de utmaningar som uppstår vid tillämpning av e-tjänster inom den offentliga vården. Avsikten är även att identifiera och beskriva eventuella gap mellan förväntade effekter av strategier och utfall i verksamheten, vilket vi ser kan bidra till ökad förståelse för skillnaderna samt hur de skulle kunna hanteras. Undersökningen är baserad på en kvalitativ fallstudie på Region Östergötland, där vi har samlat in empirisk data genom intervjuer. Intervjuerna har sedan tolkats och analyserats för ge en bild av hur regionen arbetar strategiskt kring e-tjänster inom vården, samt hur detta tar sig i uttryck i verksamheten. Studiens resultat och slutsatser visar att det finns både positiva och mindre önskvärda effekter av e-tjänster inom den operationella vårdverksamheten. Detsamma gäller även för vissa strategiska beslut, inte minst beslutet om att tillgängliggöra patientjournalen via e-tjänsten Mina vårdkontakter. Ett viktigt bidrag med studien är i vår mening att belysa de behov uttrycks från den operationella vårdverksamheten, samt vikten av att ta hänsyn till dessa vid utformning av strategier relaterat till e-hälsa och e-tjänster. Vi anser att ett annat bidrag med studien är vikten av att reflektera över verksamhetsmässiga konsekvenser som kan uppstå till följd av e-tjänster.

Instructors' use of e-learning systems in higher education institutions is a central concern of researchers, academicians, and practitioners. Higher education institutions are investing substantial resources to incorporate and maintain the infrastructure of e-learning systems; however, instructors' use of e-learning systems in two-year colleges is relatively limited. In this context, the goal of this study was to investigate the factors that may affect instructors' intention to use e-learning systems in two-year colleges. Based on literature review on technology acceptance, this study proposed a theoretical model predicting instructors' intention to use e-learning systems in two-year colleges based on their resistance to change, perceived value of e-learning systems, computer self-efficacy (CSE), and attitude toward e-learning systems. Consequently, this study investigated the effect of four independent variables on the dependent variable, intention to use e-learning systems. A Web-based survey was designed to empirically assess the effect of aforementioned constructs on instructors' intention to use e-learning systems in two-year colleges. The Web-based survey was developed as a multi-item measure using Likert-type scales. Existing validated scales were used to develop the Web-based survey. The target population of this study was instructors of public and private two-year colleges. The sample for this study was 119 (over 41% response rate) full-time, part-time, and adjunct instructors in different academic departments at a two-year college. Two statistical methods were used to formulate and test predictive models: Multiple Linear Regression (MLR) and Ordinal Logistic Regression (OLR). Both MLR and OLR results showed that the theoretical model was able to predict instructors' intention to use e-learning systems. All four independent variables have significant effects on the dependent variable. Results of both analyses were consistent on resistance to change as having the greatest weight on predicting instructors' intention to use e-learning systems, while CSE in both analyses was found to have the least weight. This study contributes to the body of knowledge by providing empirical results for the key constructs that affect two-year college instructors' intention to use e-learning systems. Results of this research may also help IT practitioners to concentrate their efforts on ways to address resistance to change as it was found to be the most significant factor affecting e-learning accepted by two-year college instructors.

Esta dissertação tem como objetivo central investigar fatores que moderam a relação entre satisfação pós-recuperação e intenção de recompra no varejo online. Mais especificamente, esta pesquisa visa analisar se os construtos qualidade do relacionamento, resistência à mudança e motivo inferido moderam a relação entre satisfação com o gerenciamento de reclamações e intenção de recompra no varejo online. Para verificar tais moderações, inicialmente foi realizada a etapa exploratória de pesquisa, na qual, por meio de entrevistas em profundidade, evidenciou-se que as variáveis propostas poderiam moderar a relação entre a variável independente e dependente desta dissertação, bem como foi adicionado o construto valor econômico como possível moderador da relação entre satisfação pós-reclamação e intenção de recompra. Em seguida, para testar as hipóteses propostas foi aplicada uma survey junto a consumidores norte-americanos (N=500), operacionalizada com auxílio do Qualtrics, via Mechanical Turk. Como resultado dos testes, tem-se que a qualidade do relacionamento, o motivo inferido e a percepção de valor econômico moderam a relação entre satisfação pós-recuperação e intenção de recompra no varejo online, ou seja, podem explicar, em partes, a não linearidade da relação entre a variável independente e dependente desta pesquisa. Destaca-se ainda que as dimensões da qualidade do relacionamento (a saber: satisfação, confiança e comprometimento) sugeridas neste estudo também moderaram, individualmente, a relação entre a variável independente e dependente desta pesquisa. Sendo assim, esta dissertação contribuiu para a literatura de Marketing e comércio eletrônico ao evidenciar que tanto a qualidade do relacionamento, bem como as dimensões de satisfação, confiança e comprometimento moderam a relação entre satisfação com o gerenciamento de reclamações e intenção de recompra. Além disso, evidencia-se que a elevada percepção de valor econômico, e os motivos inferidos pelos clientes (se positivos), diante da falha inicial ocorrida, também podem sinalizar intenções de recompra dos consumidores junto a sites varejistas. / This dissertation aims to investigate factors that moderate the relationship between satisfaction with complaint handling and repurchase intention in online retail. More specifically, this research aims to examine whether the quality of the relationship constructs, resistance to change and inferred motive moderate the relationship between satisfaction with complaint handling and repurchase intention in online retail. To test such moderations, was taken an exploratory research stage through in-depth interviews in which it became clear that the proposed constructs could moderate the relationship between the independent and dependent variables of this dissertation, as well as the variable economic value was added as a possible moderator of the relationships between satisfaction with complaint handling and repurchase intention. Then, to test the hypotheses was applied a survey with online consumers (N=500) from United States, through Qualtrics and Mechanical Turk. The results indicate that the relationship quality, the inferred motive and the perceived economic value moderated the relationship between satisfaction with complaint handling and repurchase intention in online retail. It is emphasized that the dimensions of relationship quality (satisfaction, trust and commitment) suggested in this study also moderated, in an individual way, the relationship between the independent and dependent variables of this study. Thus, this dissertation has contributed to the literature of marketing and e-commerce by showing that both the relationship quality as well as the dimensions (satisfaction, trust and commitment) moderate the relationship between satisfaction with complaint handling and repurchase intention. Furthermore, it is evident that the high perceived economic value, and the motive inferred by customers (if positive), facing the initial failure occurred, can also indicate repurchase intentions of consumers with online retailers.

Background: The unethical treatment of factory workers is widespread, especially in developing countries. There is no international legal body with the jurisdiction to uphold universal labor rights. Hence, the responsibility to ensure worker well-being falls upon the multinational organizations that operate the supply chain. These focal firms often use social auditing; however, recent research reveals that this approach does not incorporate workers' experiences on a consistent basis. To address these shortcomings, a new technology has enabled organizations to connect directly with factory workers, we term the technology digital reporting tools (DRT).  Problem: Even though DRT potential is supported, their adoption rate amongst multinational organizations remains minimal. The benefits of these tools cannot be leveraged without firm implementation. In fact, the estimated market size for socially sustainable tools in global supply chains significantly outweighs their investment rates. This discrepancy must be explained to advance the industry.  Purpose: This thesis intends to deepen the understanding of individual and group level resistance within the change management field by researching a phenomenon that combines technology and social sustainability: DRTs. By recognizing the internal subjective experiences of potential users of DRT technology, we ultimately hope to inform DRT-providers and focal firms of internal and unrealized bottlenecks that hinder the adoption of these tools.  Method: The thesis employs an inductive research approach with a qualitative research design based on 8 semi-structured interviews. All respondents are potential users of the technology within focal firms.  Result: Upon researching the experience of potential users, we find that their willingness to suggest DRT to upper management is the primary mechanism that impacts adoption. We partitioned willingness to suggest into two aggregate dimensions: perceived acceptance of upper management and organizational culture. We find potential users hold an internal need to pitch DRT to upper management in monetary terms. Furthermore, half of DRT utility was unknown by respondents. Lastly, we correlate the sub-theories of change management to the different factors we identified.

En anledning till att mångaförändringsinsatser misslyckas är anställdas motstånd till förändring. Dispositionellt motstånd till förändring (RTC) har beskrivits som individuella tendenser att undvika eller stå emot förändringar. Syftet med denna kvantitativa studie var att undersöka i vilken grad en individs personlighet förklarar dess motstånd till förändring. En webbaserad enkät bestående av instrumenten IPIP30, SD3 och RTC-scale besvarades av 158 deltagare (kvinnor=70%). Bivariat korrelation och multipel regressionsanalys användes för att bearbeta datamaterialet. Resultatet visade att 41% av variansen i RTC kan förklaras med hjälp av Big Five och studiens kontrollvariabler, personlighetsdragen extraversion och neuroticism stod för de signifikanta bidragen. Studien visade att Big Five har samband med samtliga RTC-faktorer, vilket inte tidigare har rapporterats. Vidare visade studien att Dark Triad tillsammans med kontrollvariablerna stod för 23% av variansen i RTC, narcissism och Machiavellism stod förde viktigaste bidragen. Studien indikerar att det kan finnas vidare användningsområden för personlighetstestning. / One reason why many change initiatives fails is becauseof the employees' resistance to change. Dispositional resistance to change (RTC) is described as individual tendencies to avoid or resist change. The purpose of this quantitative study was to investigate to which extent an individual's personality explains its resistance to change. A web-based survey consisting of the IPIP30, SD3 and RTC scale instruments was answered by 158 participants (women=70%). Bivariate correlation and multiple regression analysis were used to process the data. The results showed that 41% of the variance in RTC can be explained by the Big Five and the control variables of the study, personality traits extraversion and neuroticism accounted for the significant contributions. The study showed that the Big Five is related to all RTC factors, this has not been reported before. Furthermore, the study showed that Dark Triad together with the control variables accounted for 23% of the variance in RTC, narcissism and Machiavellianism accounted for the most important contributions. The study indicates that there may be further uses for personality testing.

It has been the desire of the ANC government ever since it came to power in 1994 to develop a unity of purpose and spirit that cherishes and celebrates the diverse nature of the South African population in terms of culture, language and religion and to transform existing inequalities that are deep-rooted in South African educational history and religion in particular. In order to satisfy this desire, a whole plethora of legislation and policies was developed. Amongst the developments entailed in these laws and policies were religious rights and freedoms guaranteed to all South Africans as well as the establishment of democratic structures vested with powers to govern schools while school principals manage them. In terms of education legislation, one of the functions of the governing body of a school is to develop and adopt a school policy on religion (as per the study) which is accordingly implemented by the school principal. It is in the policy implementation stage that the school principal is expected to play a mediating role and resolve possible conflicts erupting due to different religious interestThis study is based on the assumption that the management and leadership training they received and the position they hold as school managers and leaders, enabled participating school principals to mediate the implementation of new religion policies. The research question driving this study was “How do school principals deal with implementation of the National Policy on Religion and Education in schools?” Informed by this question the focus of the study was to explore “how principals describe and experience their mediating role in implementing the religion policy within an existing religious context in schools”. Following a qualitative research approach a phenomenological research design was employed in order to understand and describe the meaning of the lived, felt and narrated experiences of school principals. Data were collected by means of narrative interviews where twelve school principals pursuing postgraduate studies with the University of Pretoria and who have been in education for at least ten years, told their religion in education stories. These stories were subsequently transcribed, analysed and interpreted to determine the impact of principals’ past religious experiences and their management training on their implementation of religion policies at their schools. This study found that in dealing with the National Policy on Religion and Policy (2003) implementation in schools, participating principals ignore the policy in preference of maintaining the status quo. When faced with conflicts related to religious interests, they partially sub-contracted into the policy. They did not seem to consider transformative mediation as a possible leadership strategy for conflict resolution in the existing religious context of schools. The study also found that amongst these principals, there were those who displayed a confident attitude, values of openness, generosity and integrity and had used their past religious experiences to transform the quality of conflict interaction in schools. My recommendation in this regard would therefore be threefold. One, Higher Education Institutions should provide appropriate training by introducing suitable courses that will yield adequate knowledge, skills and opportunities for professional attitude, value attainment and determination for continuous learning and development to principals as key change agents. Two, there is a need for these organizations to re-evaluate and re-organise existing courses for better recognition of transformative mediation as a leadership strategy to conflict resolution in schools. The provincial departments of education need to provide appropriate training for prospective principals as part of professional development programmes to address the essential needs pertaining to policy implementation that could create conflict in schools. Training in mediation of conflict would therefore be essential. / Thesis (PhD)--University of Pretoria, 2013. / gm2013 / Education Management and Policy Studies / unrestricted

Some managers view innovative product development and convenient service delivery as necessary to business survival. However, unmotivated employees might negate any gains from the use of innovation. The purpose of this correlational study, grounded in diffusion of innovation theory, was to assess the relationship between creativity and support for innovation, resistance to change, and organizational commitment and employee motivation. A random sample of 81 information technology (IT) professionals from telecom service centers completed an online survey. Simultaneous multiple linear regression was the statistical technique used to analyze these data. The results indicated a poor model with low R2 to significantly predicted employee motivation, F (3, 78) = 5.481, p < .002, R2 = .174. In the final model, support for creativity and innovation were significant contributors to employees' motivation. Resistance to change was not a significant predictor to employees' motivation. Although the p-value was significant, the R2 was low and indicated a poor model fit. Future researchers might consider incorporating additional variables to make the model more useful. The implications for positive social change include the potential to enhance telecom managers' understanding of the factors that affect employee motivation; however, managers should consider incorporating additional variables specific to the work environment. Ultimately, a manager's ability to motivate workers is vital for implementing change, particularly when the introduction of technological innovation frequently occurs within an industry. .

Failure accompanies most organizational change efforts. Change agents' efforts focus on employee resistance or readiness to change without considering employee ambivalence. Motivational interviewing (MI) may reduce ambivalence and improve the success rate of organizational change initiatives. The purpose of this experimental research was to evaluate the effectiveness of MI to increase readiness to organizational change, to assess the influence of MI on change-related beliefs, and to investigate the relationship between beliefs and readiness to change. The theoretical framework was the transtheoretical model of change, the theory of planned behavior, and social cognitive theory. Through random assignment, 56 employees of a company undergoing change and located in the Midwest region of the United States populated the experimental and control groups. Members of the experimental group participated in 3 motivational interviewing sessions over a 30-day period. Participants indicated their readiness and underlying change-related beliefs by completing the Job Change Ladder and the Organizational Change Recipients' Belief Scale. Within and between group differences from a mixed ANOVA revealed that MI significantly increased readiness to change. There was not a significant difference between the beliefs of both groups as indicated by the results of the MANOVA test. Participants' beliefs explained readiness to change as evidenced by the results from the use of multiple regression. The findings indicate that leaders of organizational and societal change initiatives could incorporate MI to prepare individuals and groups to embrace the change process, thereby improving the chances that the change initiative will be successful.

Syfte: Syftet med denna studie är att analysera vilket bemötande arbetstagare inom privat tjänstesektor i Sverige önskar av arbetsledningen inför en kommande organisationsförändring. Följande forskningsfrågor bevaras: Vilka psykologiska bakomliggande faktorer indikerar motstånd mot förändring bland arbetstagare inom privat tjänstesektor i Sverige Vad anser dessa arbetstagare vara ett bra bemötande av företagsledningen inför en kommande organisationsförändring Metod: Denna studie har en kvantitativ ansats genom en enkätundersökning där resultatet av undersökningen analyserats med hjälp av explorativ faktoranalys. Undersökningen genomfördes med 171 arbetstagare inom privat tjänstesektor i Sverige. I ett led att skapa en nyans till studien förekommer det kvalitativa inslag som grundar sig i en innehållsanalys av kommentarer skapade via en fritext-fråga i enkäten. Resultat och slutsats: Resultatet av denna studie visar att de psykologiskt bakomliggande faktorerna som indikerar förändringsmotstånd är: Känslorna styr inför en förändring, Konsekvent och principfast, Rutiner är av godo samt Nuet är viktigare än framtiden. Resultatet visar även att inför en förändring önskar arbetstagare följande bemötande av arbetsledningen: En tydlig och transparent kommunikation, Förberedelse med information i god tid, En öppen dialog och delaktighet i förändringsprocessen samt En socialt stödjande miljö som främjar trygghet och framtidstro. Examensarbetets bidrag: Denna studie har bidragit till att validera användandet av modellen “The Resistance to Change-scale". Resultatet av studien visar på att modellen kan användas som ett verktyg för att utreda hur arbetstagare inom privat tjänstesektor i Sverige kommer reagera på olika sätt inför en kommande organisationsförändring. Ytterligare ett bidrag är att resultatet av studien visar på att en tydlig, inbjudande och transparant kommunikation är av vikt för att förebygga uppkomsten av negativt förändringsmotstånd. Ledningen bör beakta de fyra kommunikationsstrategierna för att skapa ett informationsutbyte som passar alla individer i en organisation. Förslag till fortsatt forskning: Förståelsen för fenomenet förändringsmotstånd är långt från färdigutvecklat och vi ser att det finns olika inriktningar framtida forskning kan ta för att utveckla förståelsen för ämnet. RTC-skalan behöver användas som ett verktyg i andra populationer för att testa skalans tillförlitlighet. Vi ser även att framtida forskning kan beröra hur en arbetstagares mående utanför arbetet påverkar dennes benägenhet att mer eller mindre uppvisa organisatoriskt förändringsmotstånd. Ett sista förslag är att koppla samman RTC-skalan med förändringskurvan (Five Stages of Grief). / Aim: The purpose of this study is to analyze what kind of treatment employees within the private service sector in Sweden seek from management before an upcoming organizational change. The research questions to be answered are: Which psychological underlying factors indicate resistance to change among employees in the private service sector in Sweden? What do these employees consider to be a good treatment from the management in the face of an upcoming organizational change? Method: This study has a quantitative approach through a survey where the results of the survey were analyzed using exploratory factor analysis. The survey was conducted with 171 employees in the private service sector in Sweden. In order to provide nuance to the study, there is a qualitative element based on a content analysis of comments created via a free-text question in the survey. Results and conclusions: The results of this study show that the psychological underlying factors that indicate resistance to change are: Emotions rule before a change, Consistent and principled, Routines are good and The present is more important than the future. The results also show that before an organizational change, employees want the following treatment from management: Clear and transparent communication, Preparation with information in good time, An open dialogue and participation in the change process and A socially supportive environment that promotes security and belief in the future. Contribution of the thesis: This study has contributed to validating the use of the model "The Resistance to Change-scale" as a tool to investigate how employees in the private service sector in Sweden will react in different ways to an upcoming organizational change. A further contribution is that the results of the study show that clear, inviting and transparent communication is important to prevent the emergence of negative resistance to change. Management should consider the four communication strategies to create an information exchange that suits all individuals in an organization. Suggestions for future research: The understanding of the phenomenon of resistance to change is far from fully developed, and we see that there are therefore different directions that future research can take to continue developing the understanding of the subject. The RTC scale needs to be used as a tool in other populations to test the reliability of the scale. We also see that future research can refer to how an employee's mood outside of work affects their tendency to show more or less resistance to organizational change. A final suggestion is to connect the RTC scale with the change curve (Five Stages of Grief).