<p>Managers within the hospitality industry are often required to handle irate guests through various service-recovery situations and thus are exposed to frequent guest aggression. Consequently, manager work is associated with high stress and anxiety. This study used several theories to understand the complex landscape of manager stress and anxiety within the hospitality industry. The Conservation of Resource Theory (Hobfoll, 1989), Stress as Offense to Self Theory (Semmer et al., 2007), and the Social Exchange Theory (Baumeister & Leary, 2005) are used as the foundation to delineate the roles of guest aggression and workplace social support played in reducing manager turnover intention through stress and anxiety. The study results identify that stress and anxiety are vital in impacting turnover intention; however, only certain forms of workplace social support (such as appraisal support) moderate the relationship in such a way that turnover intention decreases.</p> <p>The study design utilized a moderated-mediation analysis with a two-time cross-sectional survey. Respondents were guest-facing managers in various hospitality organizations, including restaurants, hotels, and clubs. Two hundred and sixty-three participants completed the first and second waves of the survey, and after data cleaning, a total of 260 usable responses remained. This study employed Hayes' (2018) mediation analysis model 4 and the moderated mediation analysis model 58 to test all hypotheses.</p> <p>This study shows that guest aggression is a significant predictor of turnover intention, and anxiety mediates the relationship leading to turnover intention. At the same time, stress only has a direct effect itself on turnover intention. In addition, this study found that some forms of workplace social support increased turnover intention, while supervisor appraisal (words of affirmation) moderated the relationship. Ultimately, this study helps guide organizations in making decisions that may reduce managers' intention to quit while providing a foundation for future researchers to examine how workplace social support uniquely affects managers.</p>

I dag ställs höga krav på effektivitet, tillgänglighet och kvalitet inom hälso- och sjukvården. Utvecklingssatsningarna har som syfte att sträva efter en så god och kvalitativ vård som möjligt samt att använda sina resurser på ett kostnadseffektivt sätt, dock glöms ofta medarbetaren bort i dessa sammanhang. Syftet med denna magisteruppsats är att studera vilken påverkan förbättrings- och utvecklingsarbetet inom vården har på medarbetaren vid ett akutsjukhus. Studien belyser olika frågställningar såsom vad förändringarna betyder för den anställdes arbetshälsa, med avseende på stress, krav och kontroll. Ett annat syfte är att utifrån olika perspektiv belysa frågeställningen om de nya arbetsmetoderna förändrat personalens arbetsförutsättningar. Studien behandlar endast de områden som berör den anställdes påverkan inom ramen för det professionella utövandet av yrkesrollen, den behandlar ej frågeställningar om hur den anställde påverkas utanför arbetet. Studien har utförts med hjälp av en kvalitativ metodinriktning i form av en fallstudie, där två vårdavdelningar på Norrtälje sjukhus, tillhörande TioHundras sjukvårdsområde har studerats. Studien utfördes genom semistrukturerade intervjuer. Den teoretiska referensramen arbetades fram med hjälp av vetenskapliga artiklar och böcker. Resultatet visar att de anställda upplever mindre stress i arbetet efter att ett flertal förändringsprojekt har genomförts. Detta har också genererat en minskad känsla av krav och kontroll och en bättre balans i arbetslivet. Studien pekar på att de anställdas arbetsförutsättningar har förändrats i en positiv riktning genom att en tillåtande miljö för förändringar har skapats. En viktig slutsats är; för att lyckas i ett förändringsarbete i denna verksamhet är de anställdas delaktighet samt tillit till ledningen av största vikt, såväl som att förstå innebörden av att förändringsmetoderna måste anpassas till den aktuella verksamheten samt att ha en förståelse och ett förhållningssätt till den egna organisationen. / Today the high standards of efficiency; accessibility och quality within healthcare is very high. The aim for the development efforts is to seek for as good quality care as possible and to use the resources in a cost effective manner, however, the employee is often forgotten in these contexts. The aim of this master thesis is to study the impact of improvement and developments in the health sector on the employee. The study highlights different questions as: What the changes mean for the employee´s health, in terms of stress, demands and control. Another aim on the basis of different perspective is to illustrate the issue if the new methods changed the employee´s working conditions. The study covers only the areas that affect the employee´s within the professional practice of the professional role. Questions about how the employee is affected outside work will not be addressed in this thesis. The study was conducted using a qualitative method, focus in the form of a case study. Two wards at Norrtälje hospital within TioHundras healthcare field have been studied. The study was conducted through semi-structured interviews. Scientific articles and books were used for the theory study. The result shows that employees experience less stress at work, which also generates a reduced sense of demands and control. The study reveals that employee´s working conditions have changed for the better; a permissive environment for changing processes has been created. An important conclusion is; to succeed in a change process the participation of the employees and their trust in the management, is the utmost importance as well as to understand the implications of that change method must be adapted to the particular environment. It is also very important to have an understanding and an approach for its own organization.

Background: Innovation is widely recognized to be instrumental for the sustained competitiveness of businesses, including family businesses. However, many family firms are unable to achieve innovation on their own, necessitating the shift towards collaborative innovation. Yet, due to the overlap of family and business, innovation in family firms is characterized by the so-called“innovation paradox” where family firms usually possess a greater ability to innovate but lack the willingness to do so. Accordingly, considerable attention has been given to the factors that affect the willingness of family firms in an attempt to understand and possibly resolve the innovation paradox. Purpose: The purpose of the present study is to explore how the degree of family involvement in the top management team (TMT) influences the family firm’s willingness to engage in collaborative innovation and how that influences the preferred type of collaborative innovation. By exploring the link between the degree of family involvement in TMT and the willingness in the context of collaborative innovation, our study aims to contribute to a deeper understanding of the innovation paradox associated with family businesses, and thereby offer important insights to practitioners, both from the family and non-family perspective. Method: Our methods were based on qualitative research with an exploratory research design and multiple case-study methods of eleven family firms. Through semi-structured interviews with both family and non-family TMT members, we gained insights into the role of family influence on family firms. We also used a cross-case analysis to compare the cases and indicate similarities and differences in order to draw our conclusions. Conclusion: The results of the study show that the degree of family involvement in the top management teams influences the family firms’ willingness to engage in collaborative innovation. Depending on the degree of family involvement as represented by the respective configurations, five patterns of influence manifestations (IM) are identified.

Thesis (Ph.D. (Social Work)) -- University of Limpopo, 2021 / The present study is a comparative analysis of social work fieldwork supervision at the University of Venda (UNIVEN) and the University of Limpopo (UL) and has produced a list of implications for policy and practice guidelines. The study adopted a qualitative approach to scientific enquiry. It was exploratory and descriptive in nature. The population of the study consisted of final year student social workers and fieldwork coordinators from UNIVEN and UL. Data was collected by means of semi-structured and focus group interviews. Data was analysed using thematic analysis. The study’s results demonstrated that most students from both universities had outstanding relationships with their supervisors. The study also found that most students were supervised on an individual basis. Informal and ad hoc methods of supervision sessions were also preferred by supervisors, entailing that, as soon as a supervisor felt like saying something, they would just say it. If was found further that supervision methods lacked supervision structure, whereby it would have been planned and communicated in advance, so that students could contribute to the agenda, have a designated venue, and arrive prepared. Group supervision was found to be a rarely used method. The study also found that most students reported that the frequency of supervisions was once a week, while others felt that supervision occurred every day. Fieldwork supervisors continue to deliver the three major functions of supervision, which are administrative, educational, and supportive. The study found that students had little support from university fieldwork coordinators. The researcher established that field support visits by both universities were unsystematic. The researcher has also established that UL students need financial support in the form of a stipend to cater for costs related to their fieldwork placement, such as transport and food. Furthermore, the researcher found that students from both universities need regular contacts with the university-based supervisors/ coordinators. The study revealed the need to reinforce many critical aspects of fieldwork supervision. These include regular contact, field visits, ensuring formal supervision, ensuring formal orientation of students, and making sure that students are adequately exposed to social work practice. Despite the challenges they face, coordinators continued to play a critical role in ensuring that students were properly placed. Measures must be developed to ensure compliance with policy mandates. The study also found that UL did not have fieldwork practice policies, operating instead by using a manual for practical work dated 2012. Given the fact that the university was operating on a newly accredited BSW programme, this manual is outdated. There is a need to align it for fieldwork with the current BSW curriculum. In response to these findings and loopholes in fieldwork coordination and practice in general, the study recommends that UL develop policies related to fieldwork practice that will guide the department when planning fieldwork-related activities. Although UNIVEN has fieldwork practice and supervision policies in place, their practice lacks compliance with the policies, as reflected in the presentation of study findings in Chapter 10. In response to these inadequacies, the study recommends measures the university could use to ensure compliance. Finally, the study developed a social work fieldwork practice model. It is a six-phase model that includes analysis of historical and cultural dynamics for planning purposes, drafting a concept paper placement plan, broad consultation with the stakeholders, implementation, monitoring and evaluation, and post-implementation consultation and termination. Key Words: Fieldwork supervision, fieldwork supervisor, fieldwork coordinator, social work, student social workers / University of Venda (UNIVEN)

El Texto Único Ordenado de la Ley del Procedimiento Administrativo General (TUO de la LPAG) es calificado, en la actualidad, como una norma común. Esto implica que los procedimientos administrativos especiales, regulados por ley o reglamento, no pueden apartarse de las reglas y principios establecidos en el mismo TUO de la LPAG. Es así que, a partir de la premisa mencionada, el presente artículo tiene por objetivo poner en evidencia que existen disposiciones del régimen del procedimiento administrativo sancionador en la normativa de contrataciones del Estado que contravienen manifiestamente el referido régimen común.

Success of nonprofit human services organizations depends upon the ability to cultivate high quality performance among staff members. Employees of such organizations experience lower job satisfaction when managers disregard their opinions or treat them as unimportant. The purpose of this qualitative, exploratory case study was to explore employees' perspectives on the quality of their relationships with their supervisors and impacts of that perception on job performance. The central research questions regarded how employees understood those relationships and their impact on their work success. Using the framework of leader-member exchange (LMX) theory, which centers upon the employee-supervisor relationship, data were collected through interviews with 32 participants including those at a supervisory level and direct-care providers. Archival documents from 2 non-profit human service organizations that reflected upon relationships between supervisors and employees were also utilized. Using Clark and Braun's thematic analysis strategy for coding and analysis, results indicated that manager-employee relationships characterized by themes of respect, understanding, positive interactions, and open communication allowed employees to feel comfortable and valued at work, and that relationships characterized by mutual loyalty, respect, and clear, reciprocal communication were optimal for promoting job performance. This study's potential impact for positive social change includes recommendations to non-profit service organizations to develop future leadership policies and training programs to assist managers and supervisors in improving relationships with their subordinates.

Some employees perceive that supervisors do not accurately reflect employees' performance or effectively differentiate among employees' performances during performance appraisals (PAs). Other employees believe the performance feedback they receive is not valuable for supporting their career development (CD). Employing leader-member exchange (LMX) theory and the distributive and interactional justice dimensions of organizational justice theory as the theoretical framework, this correlational study examined the relationships among LMX and employee-supervisor relationships (ESRs) and the relationships' influence on employees' CD through the mediating effect of employees' perceived efficacy of the PA process. Participants consisted of 44 defense contractor employees in the United States who completed a combination of 4 validated survey instruments (LMX-7, Interactional Justice, Appraisal System Satisfaction, Perceived Career Opportunity) and 1 demographic instrument. Results from the structural equation model, using partial least squares analysis, indicated significant (p < .001) positive relationships between the independent variables of LMX and ESR, the dependent mediating variable PA, and the dependent variable CD. The results indicated that a positive relationship between LMX and ESR will influence employees' CD through the mediating effect of employees' PAs. The implications for positive social change include the potential to improve communications between employees and supervisors, increase organizational performance by increasing employees' job satisfaction, potential benefiting career development for improving employees' families' quality of life, and contributions to the communities.

Low profit margins threaten the sustainability of quick service restaurants (QSRs). In the United States, low levels of employee job satisfaction and low employee perceptions of supervisor support decrease organizational profitability by as much as $151 million annually, depending on the size and type of organization. Guided by the 2-factor theory of motivation, the purpose of this correlational study was to examine the relationship between employee job satisfaction, employee perceptions of supervisor support, and organizational profitability. A convenience sample of employees from 86 QSR franchise locations in Houston, Texas completed the Job Satisfaction and Perceived Supervisor Support surveys. Multiple linear regression analysis and Bonferroni corrected significance calculation predicted organizational profitability (F(2, 71) = 9.20, p < .001, R2 = .206) and employee job satisfaction (ï?¢ = .577, p = .025). The effect size indicated that the regression model accounted for approximately 21% of the variance in organizational profitability. Employee perceptions of supervisor support (ï?¢ = -.140, p = .580) did not relate to any significant variation in organizational profitability. The findings may be of value to QSR business professionals developing initiatives to improve organizational profitability. Improving employees' perceptions of supervisor support to generate high levels of employee job satisfaction could affect behavioral social change to enhance the health and wellbeing of employees and the wealth and sustainability of QSR franchise locations.

In 2008, there were more than 5,200 workplace fatalities in the United States (BLS, 2010b). During the same time period, U.S. employees missed almost 1.1 million days from work (BLS, 2010c). Accidents are unexpected outcomes that result not only from individuals' behaviors, but from contextual factors (Krause, 1997; Reason, 1990). Therefore, unsafe behaviors have to be interpreted according to a combination of what is occurring in the environment and what the individual is doing in that environment. The present study sought to create a more comprehensive model of safety by means of macroergonomics. Macroergonomics utilizes sociotechnical systems theory to posit that a work system is composed of a personnel subsystem (i.e., ways individuals perform tasks), a technological subsystem (i.e., tasks to be performed), and external factors (Hendrick, 2002a). Perceived control over work hours, an aspect of the technological subsystem, was examined as an antecedent of work-family conflict. Supervisor instrumental support, an aspect of the personnel subsystem, was examined as a moderator of the relationships between perceived control over work hours and work-family conflict. Supervisors have an imperative role in employees' perception of control over their work hours (Kelly & Moen, 2007). Supervisor instrumental support was also hypothesized to moderate the relationships between work-family conflict and safety performance. Supervisors who support their employees in their work-family matters exceed mandatory requirements set forth to protect workers' safety and health (Mearns, Hope, Ford, & Tetrick, 2010). A majority of the 360 participants in the present study were grocery store employees who worked in the front end of the store as cashiers. Job tenure in this particular grocery store chain was an average of 7 years (SD = 5.96) and the average number of hours worked per week was 31 (SD = 8.55). The employees were an average age of 38 years old (SD = 15.25). Two hundred and sixty-two (73%) of the participants were female, 330 (92%) were White, 196 (55%) employees were married or living as married, 146 (41%) employees identified themselves as parents with children living at home, and 58 (16%) employees provided elder care. The data were analyzed using a moderated mediation model. An employee's perceived control over his/her work hours was negatively associated with work-to-family and family-to-work conflict. Work-to-family conflict was not significantly associated with either safety compliance or participation. In contrast, family-to-work conflict was significantly associated with both safety compliance and participation. These findings replicate Cullen and Hammer's (2007) findings that family-to-work conflict, but not work-to-family conflict, is negatively associated with safety compliance and participation. The replication of these significant findings gives support to macroergonomics' assertion that external forces (i.e., family) can affect the safety of employees. All of the meditating and moderating relationships proposed in this dissertation were not significant. I conducted post hoc analyses to determine other possible significant paths in the model examined. The FSSB dimension of supervisor instrumental support was found to positively affect both safety compliance and participation. Supervisor instrumental support was also found to directly affect work-to-family conflict. Overall FSSB and its subdimensions demonstrated similar patterns in the hypothesized relationships and in additional relationships examined. Numerous implications can be recognized from this dissertation. First, interdisciplinary approaches to safety research are emerging and important in the pursuit of safer work environments. Macroergonomics and I/O psychology have commonalities that lend themselves to a good partnership where researchers can learn from each other and collaborate to advance the study of safety. Second, organizations need to focus on the stressors their employees experience as part of their safety programs, and numerous studies, including this dissertation, have found that family-to-work conflict impacts safety compliance and participation. Future safety research may incorporate macroergonomics, which emphasizes that focusing on one adverse aspect of the system may not be enough to create valuable change if there are other adverse factors still creating demands elsewhere in the system. This will allow for a more comprehensive model that ensures certain aspects of the system are not neglected, which can reduce effectiveness of constructs used to create positive changes.

Indiana University-Purdue University Indianapolis (IUPUI) / Previous research has established that supportive work and family environments are critical in helping employees manage stressors that lead to work-family conflict. However, little is known about alternate ways that work-family conflict can be reduced in situations where support is insufficient. Drawing on Conservation of Resources theory, this study examines whether individual differences in personality, specifically core self-evaluations (CSE), can relieve work-family conflict when external sources of support (i.e., family-supportive organizational perceptions (FSOP), supervisor support, family support) are low. Results from 453 men and women in various industries and organizations suggest that FSOP and supervisor support reduce work-to-family conflict (WFC), and that family support reduces family-to-work conflict (FWC). In addition, work-family conflict mediated the negative relationships between social support and employee burnout. Contrary to predictions, however, instead of compensating for low FSOP, WFC was reduced especially for individuals, particularly men, who had both strong FSOP and high CSE. This implies that men who hold more positive views toward their self-worth and competence stand to gain more from family-supportive work environments than individuals who lack the same internal resources. CSE did not have this boosting influence for women. CSE also moderated the indirect relationship between FSOP and burnout through WFC, meaning that individuals with high CSE who also perceived their organization as family-supportive experienced significantly less burnout than those with low CSE.