A lot has been said about change. For example, it is widely recognised that the only constant is change (Heraclitus, 470 BC). As such, no sensible decision can be made any longer without taking into account not only the world as it is, but the world as it will be (Isaac Asimov). As regards this, a bulk of existing researches have been aimed at understanding the triggers for change and the extent or degree to which individuals, organisations, systems or entities have to change. Generally, results from such studies vary. With specific relations to organisations, organisations are advised of the need to develop added adaptive and dynamic capabilities. One of such added adaptive and dynamic capabilities is organisational resilience. In the literature, organisational resilience has been successful linked with organisations ability to maintain long term performance. Hence, the research is not about re-examining the relationship between organisational resilience and organisations ability to maintain long term performance. This research focuses on exploring the critical success factors required to maintain long term performance and building adequate resilience into systems undergoing changes. The investigation was conducted in three phases, namely: (a) the exploratory phase; (b) the descriptive phase; and the empirical phase. The exploratory phase involved identifying the critical factors essential to maintain long term performance and at the same time build resilience into their systems after undergoing organisation-wide changes. In order to make out these critical, a pilot study was conducted. 21 persons occupying senior managerial positions in different organisations were interviewed. The interview data were transcribed, coded and analysed using coding and thematic analysis to identify five common themes, namely (a) employees readiness to support ongoing organisation-wide changes; (b) development of targeted organisational adaptive capacity; (c) the provision of individualised and social support; (d) the use of stress coping mechanisms; and (e) the existence of organisational resilience strategies. The second phase of the research entailed conducting case study research with the intention of describing the identified critical success factors. The final phase entailed conducting empirical analyses and cross case analysis. Results from the cross case study analyses indicated that both resilience building at the individual level and organisational level is needed for organisations to build in resilience into their systems especially after undergoing organisation-wide changes. Three factors (i.e. employees readiness to support ongoing organisation-wide changes, the provision of individualised and social support and the use of stress coping mechanisms) were found to be more pronounced at the individual level. The remaining two factors namely development of targeted organisational adaptive capacity and the existence of organisational resilience strategies are essentially carried out at the organisational level. The research has contributed to the current body of knowledge on how organisations can strive to maintain long term performance, especially for a country like Nigeria where there still remains a dearth of such related studies. Each of the research hypotheses were either confirmed or non confirmed. This will give the practitioners, academicians and managers of Nigerian organisations the opportunity to understand how each of the sub factors of the five critical success factors can influence on attempts to build organisational resilience. In addition, specific actions that managers can follow over the life of an organisation-wide change project that will improve the resilience of systems undergoing change. In addition, differences in how varied control factors can influence resilience building in organisations were explored and validated based on the results of the Mann Whitney test results. At the end of the thesis, recommendations for future practice and research were made. One of such is that resilience building at both levels be done concurrently and given equal prominence.

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.

Despite more than 60 years of research about the nature of change, resistance to change remains a problem across industries. Health care leaders have limited knowledge of how health care managers' perceptions of empowerment, years of experience, and resistance to change (RTC) relate. The purpose for this nonexperimental correlational study was to examine the relationship between empowerment, years of experience, and RTC among managers via an online survey. The theoretical framework incorporated Kanter's structural empowerment theory and Kotter's change theory. The sample included 245 out of 1,181 health care managers from Veterans Administration (VA) hospitals in the New York metropolitan region, recruited through a nonrandom purposive sampling method. There was a significant association measured between empowerment and RTC (r = -.132, p = .05), but no association between years of experience and RTC (r = .060, p =.348). The regression model showed that years of experience and perceptions of empowerment together in one model was not a significant predictor of RTC (F(2,242) =2.82, p = .062, R2 = .023). In the model, perceptions of empowerment was a statistically significant predictor of RTC (â = -.136, p = .03), but years of managerial experience was not (â = .074, p = .249). These findings, while not generalizable, offer a unique examination of organizational change among an underexamined population. According to study results, as empowerment increased, RTC diminished. In contrast, experience did not relate to the propensity to resist change. These findings have social implications for VA and general business leaders who may use these results to improve change management plans, empower staff, reduce RTC, and enhance organizational and patient outcomes.

The essential tenet of the behavioral momentum model (BMM) is that relative response rate decreases less in the face of disruption when maintained by a higher reinforcer density. Empirical support exists based on both response-dependent and response-independent reinforcement. In the present study the BMM was tested with college students in 4 multi-element experiments, each using 2 reinforcement schedules and a disrupter. Participants performed a categorical sort (by orientation) of triangles on a computer monitor. Sorting response rates were disrupted by a concurrent task, pressing the keyboard “T” key whenever 2 displayed changing numbers were equal. Initial training established fast (under VR 4) and slow (under DRL 5-s) sorting rates, and provided practice with the disrupting task. In Experiment 1 DRL 5-s provided higher reinforcer density, while in Experiment 2 VR 4 did. In Experiment 3 the higher total reinforcer density was achieved by adding VT 6-s to DRL 5-s while in Experiment 4 it was achieved by adding VT 12-s to VR 4. In all 4 experiments, sorting rate decreased with introduction of the disrupter. In Experiments 1 and 3, relative sorting rate decreased less under DRL based schedule (greater reinforcer density), supporting the BMM. However, in Experiments 2 and 4, relative sorting also decreased less under DRL (lower reinforcer density), contrary to the BMM prediction. Taken together, these data show greater relative resistance to change under DRL (versus VR), independent of reinforcer density. Thus, contrary to the BMM, the nature of the reinforcement schedule seemed to be the principal factor determining behavioral momentum. / May 2009

The purpose of this master's degree thesis was to develop an understanding of how hospital management, in the case studied, worked to achieve changes in an organization influenced by differing professional cultures. To gain insight into the conditions that may have contributed to nurses and physicians developing appropriate attitudes and behaviours, which may have affected the organization's ability to achieve the Swedish Quality Award 2012.  A qualitative single case study was conducted at Karlskoga Hospital, with focus groups as well as individual depth interviews.   The results of the case study showed the following conditions provided nurses and physicians the potential to develop appropriate attitudes and behaviours, which may have influenced the hospitals ability to achieve the Swedish Quality Award:   Responsibility and influence over the development processes. Participation in management teams and quality development groups as well as individual fields of responsibility. Training programs that have given insights and skills in quality management related to clinical practice. Nurses and physicians as key individuals gave legitimacy to development process, and served as management advisors. Collaboration between all kind of employees and responsibilities. Committed management.

The essential tenet of the behavioral momentum model (BMM) is that relative response rate decreases less in the face of disruption when maintained by a higher reinforcer density. Empirical support exists based on both response-dependent and response-independent reinforcement. In the present study the BMM was tested with college students in 4 multi-element experiments, each using 2 reinforcement schedules and a disrupter. Participants performed a categorical sort (by orientation) of triangles on a computer monitor. Sorting response rates were disrupted by a concurrent task, pressing the keyboard “T” key whenever 2 displayed changing numbers were equal. Initial training established fast (under VR 4) and slow (under DRL 5-s) sorting rates, and provided practice with the disrupting task. In Experiment 1 DRL 5-s provided higher reinforcer density, while in Experiment 2 VR 4 did. In Experiment 3 the higher total reinforcer density was achieved by adding VT 6-s to DRL 5-s while in Experiment 4 it was achieved by adding VT 12-s to VR 4. In all 4 experiments, sorting rate decreased with introduction of the disrupter. In Experiments 1 and 3, relative sorting rate decreased less under DRL based schedule (greater reinforcer density), supporting the BMM. However, in Experiments 2 and 4, relative sorting also decreased less under DRL (lower reinforcer density), contrary to the BMM prediction. Taken together, these data show greater relative resistance to change under DRL (versus VR), independent of reinforcer density. Thus, contrary to the BMM, the nature of the reinforcement schedule seemed to be the principal factor determining behavioral momentum.

The essential tenet of the behavioral momentum model (BMM) is that relative response rate decreases less in the face of disruption when maintained by a higher reinforcer density. Empirical support exists based on both response-dependent and response-independent reinforcement. In the present study the BMM was tested with college students in 4 multi-element experiments, each using 2 reinforcement schedules and a disrupter. Participants performed a categorical sort (by orientation) of triangles on a computer monitor. Sorting response rates were disrupted by a concurrent task, pressing the keyboard “T” key whenever 2 displayed changing numbers were equal. Initial training established fast (under VR 4) and slow (under DRL 5-s) sorting rates, and provided practice with the disrupting task. In Experiment 1 DRL 5-s provided higher reinforcer density, while in Experiment 2 VR 4 did. In Experiment 3 the higher total reinforcer density was achieved by adding VT 6-s to DRL 5-s while in Experiment 4 it was achieved by adding VT 12-s to VR 4. In all 4 experiments, sorting rate decreased with introduction of the disrupter. In Experiments 1 and 3, relative sorting rate decreased less under DRL based schedule (greater reinforcer density), supporting the BMM. However, in Experiments 2 and 4, relative sorting also decreased less under DRL (lower reinforcer density), contrary to the BMM prediction. Taken together, these data show greater relative resistance to change under DRL (versus VR), independent of reinforcer density. Thus, contrary to the BMM, the nature of the reinforcement schedule seemed to be the principal factor determining behavioral momentum.

Contemporary organisations face a raft of challenges in coping with competing demands and rapidly changing environments. With these demands and changes comes the need for those within the organisation to be adequately skilled to meet these challenges both now and into the future. There is a growing concern that the rate of change is such that learning will not be sufficient and that individuals will need to be skilled in unlearning or letting go of past practice and behaviour. This research investigated individual unlearning as it applies in the workplace, and enabled the development of a process model of unlearning that provides specific indication of factors affecting unlearning during times of change. In particular, this thesis highlights the critical importance of elements of a more personal and affective nature; often referred to as "soft" issues. Six key factors at the level of the individual were identified as impacting unlearning; positive prior outlook, individual inertia, feelings and expectations, positive experience and informal support, understanding the need for change, and assessment of the new way. Two factors emerged from the organisational level that also impact unlearning; organisational support and training and history of organisational change. Many change efforts will fail because of lack of attention to individuals, how they unlearn and the level of feelings and expectations that accompany change. This research demonstrates that organisations must provide resources and education to provide both those in supervisory roles and those impacted by change with the necessary skills to unlearn and to embrace change at an individual level.

L’intolérance au changement est fréquemment observée dans l'autisme et s'exprime dans toutes les modalités sensorielles. L’objectif de ce travail était d’étudier la perception automatique du changement visuel chez des enfants et adultes avec autisme via un paradigme oddball passif. En utilisant l’électrophysiologie, des réponses atypiques aux changements visuels mêmes mineurs, ont été mises en évidence dans l’autisme, quel que soit l'âge, suggérant une hyperdistractibilité des patients. De plus, l’utilisation de l’IRMf a permis de révéler, lors de la présentation d’un changement visuel, une hyperactivation du cortex sensoriel associée à une hyperactivation du cortex cingulaire antérieur, d’autant plus élevée que les patients avaient des traits autistiques marqués. Cette étude suggère donc qu’une hyper-réactivité sensorielle associée à des troubles de l’attention visuelle sélective contribueraient aux troubles de perception du changement et aux difficultés d'adaptation dans l’autisme. / Resistance to change is often reported in autism spectrum disorders (ASD) and may occur in all sensory modalities. The aim of the present work was to investigate automatic visual change detection in children and adults with ASD using a passive oddball paradigm. Whatever the age, electrophysiological results showed atypical responses to, even minor, changes, suggesting an hyper distractibility in the patients. Besides, fMRI results revealed hyperactivation of the sensory cortex associated with hyperactivation of the anterior cingulate cortex in adults with ASD, the latest being correlated with the degree of autistics symptoms. These studies thus suggest that a sensory hyper-reactivity associated with visual selective attention deficits might contribute to atypical change perception and adaptation in ASD.

La présente thèse s’inscrit dans la problématique de la mise en acte de l’intention. Elle traite des variables influençant la résistance à l’usage du préservatif, en s’inspirant de la théorie du comportement planifié d’Ajzen (1991). Cette théorie postule qu’un comportement planifié est précédé d’une intention d’action et l’intention est le prédicteur décisif du comportement. Cependant, les résultats obtenus de l’enquête menée auprès des adolescents-élèves sexuellement actifs des classes terminales de la ville de Yaoundé (Cameroun) montrent que la relation intention-comportement n’est pas évidente. En effet, 38% des participants manifestant par ailleurs une bonne intention de porter le préservatif pour se protéger du VIH/Sida ont malheureusement eu des rapports sexuels non protégés (sans préservatif). L’analyse des résultats montre que cette asymétrie est due à l’influence exercée par des variables statistiquement inventoriées comme intermédiaires à l’intention d’agir et à l’action. C’est ainsi que la conclusion suivante a été retenue : il existe entre l’intention d’agir et l’action des variables qui conduisent à la réalisation d’un comportement « anti-intentionnel ». Autrement dit, l’intention perd parfois l’autonomie sur le comportement. / The present thesis facts within the problematic framework of putting into action an intention. It deals with variables influencing resistance in the use of preservatives with inspiration from the theory of planned behaviour by Ajzen (1991). This theory states that a planned behaviour is preceded by an intentional action and the intention is a decisive predictor of behaviour. However, the results obtained from fieldwork involving sexually active adolescents-students in the upper sixth form in the city of Yaounde (Cameroon) show that the relationship between intention and behaviour is not evident. In reality, 38% of participants manifesting a good intention of using preservatives (condoms) for protection against Hiv/Aids have unfortunately had improtected sexual intercourse (ie without preservatives). The analysis of results show that this asymetry is due to the influence exercised by the inventorised statistical variables as intermediaries in the intention to act and action. Thus the following conclusion is retained: there exists between the intention to act and action variables which lead to the realisation of a behaviour “anti-intentional”. Put in another sense, the intention loses sometimes its autonomy on the behaviour.