The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality. Furthermore, no single empirical or conceptual study could be found that put up the four constructs identified in this study that tested the causal relationships of these constructs. Against this backdrop, the study‘s principal objective was to develop and validate a measuring scale of electronic banking service quality for the South African banking sector. The study also sought to determine the causal relationships amongst the four constructs of the study, namely electronic banking service quality, customer value, customer satisfaction and customer loyalty. To address these research objectives, the study applied a two-phase design in conducting the research in an effort of enhancing and maximising the outcome of this research endeavour. Phase I of this study comprised a literature review and focus group interviews (qualitative research). An extensive literature review was conducted as an inductive method to build the theoretical foundation of the study, generate the initial pool of items, and define and conceptualise the constructs. Using a deductive method, the focus group interviews were used to generate original items for the development of the scale. Phase II of the study comprised scale refinement and validation of the scale through various interactive statistical applications such as exploratory factor analysis (EFA) and structural equation modelling (SEM) (quantitative method). Using an exploratory factor analysis, eight determinant dimensions were extracted that constitute electronic banking service quality (EBSQ). These dimensions in accordance of their importance are reliability, system availability, privacy and security, website aesthetics, ease of use, functionality, efficiency, and contact and responsiveness. The Pearson‘s correlation coefficient between each of the eight dimensions and EBSQ was above 0.6 at p<0.01 level of significance showing practical significance. Similarly, the Pearson‘s correlation coefficient among the four constructs, namely EBSQ, customer value, customer satisfaction and customer loyalty, revealed that there are evidence positive linear correlations among these constructs. T-test statistics and non-parametric correlations were computed to determine the influence of demographic variables such as gender, age, education and income on the perceptions of customers of electronic banking service quality dimensions, electronic banking service quality as a whole, customer value, customer satisfaction and customer loyalty. Employing comprehensive and best practice (inductive and deductive research methods), a measuring scale has been developed and validated for the South African banking sector (primary objective of this study). The purification and validation of the scale involved rigorous statistical methods including exploratory factor analysis followed by confirmatory factor analysis through structural equation modelling (SEM) to ensure the reliability, validity and robustness of the scale. Moreover, the study endeavoured to contribute to the theoretical conceptualisation of electronic banking service quality (EBSQ), which is a relatively new concept in South Africa, and indeed, globally. Eight dimensions of EBSQ have identified and operational definition provided for. The dimensions identified in this research can be used to better understand EBSQ, and to measure and improve service quality levels in the banking sector. Ultimately, a model has been proposed providing South African banks with an instrument to measure, manage, and improve their electronic banking service quality. The model has established the building blocks of electronic banking service quality by identifying the main dimensions or attributes of electronic banking service quality that can be used to improve service quality levels. Furthermore, the study determined the causal relationships among four constructs, namely (I) electronic banking service quality (EBSQ), (II) customer value, (III) customer satisfaction and (IV) customer loyalty through regression path estimates (coefficients), mediation analysis and standardised regression weights. Understanding the intricate relationships among these constructs will definitely enhance the banks‘ approach to customer relationship management (CRM) in this digital era in their quest to provide quality services and devise appropriate customer service solutions. In light of the findings of this research, several managerial implications and recommendations are offered. Amongst others, the research revealed that reliability, privacy and security are the top concerns customers have with regard to electronic banking. Therefore, it is recommended that banks invest in the robustness of the websites for banking transactions by using cutting-edge technology to protect their customers from illicit criminal activity, as security and trust are of crucial importance to customers when engaging in online transactions. The sample size (310) used in this research is consistent with previously developed and validated scales and sufficiently meets the requirements of sample adequacy for the study of this nature. Using the scale developed and validated in this study, future research endeavours are recommended to use a bigger sample size to test the robustness of this scale, and obtain more exact and organisation-specific customer perceptions of electronic banking services. It may be worthwhile for future studies to consider developing a measuring instrument from a different perspective, that is, from other customer groups, namely internal customers (employees) of the banks. / PhD (Marketing Management)--North-West University, Vaal Triangle Campus, 2015.

The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality. Furthermore, no single empirical or conceptual study could be found that put up the four constructs identified in this study that tested the causal relationships of these constructs. Against this backdrop, the study‘s principal objective was to develop and validate a measuring scale of electronic banking service quality for the South African banking sector. The study also sought to determine the causal relationships amongst the four constructs of the study, namely electronic banking service quality, customer value, customer satisfaction and customer loyalty. To address these research objectives, the study applied a two-phase design in conducting the research in an effort of enhancing and maximising the outcome of this research endeavour. Phase I of this study comprised a literature review and focus group interviews (qualitative research). An extensive literature review was conducted as an inductive method to build the theoretical foundation of the study, generate the initial pool of items, and define and conceptualise the constructs. Using a deductive method, the focus group interviews were used to generate original items for the development of the scale. Phase II of the study comprised scale refinement and validation of the scale through various interactive statistical applications such as exploratory factor analysis (EFA) and structural equation modelling (SEM) (quantitative method). Using an exploratory factor analysis, eight determinant dimensions were extracted that constitute electronic banking service quality (EBSQ). These dimensions in accordance of their importance are reliability, system availability, privacy and security, website aesthetics, ease of use, functionality, efficiency, and contact and responsiveness. The Pearson‘s correlation coefficient between each of the eight dimensions and EBSQ was above 0.6 at p<0.01 level of significance showing practical significance. Similarly, the Pearson‘s correlation coefficient among the four constructs, namely EBSQ, customer value, customer satisfaction and customer loyalty, revealed that there are evidence positive linear correlations among these constructs. T-test statistics and non-parametric correlations were computed to determine the influence of demographic variables such as gender, age, education and income on the perceptions of customers of electronic banking service quality dimensions, electronic banking service quality as a whole, customer value, customer satisfaction and customer loyalty. Employing comprehensive and best practice (inductive and deductive research methods), a measuring scale has been developed and validated for the South African banking sector (primary objective of this study). The purification and validation of the scale involved rigorous statistical methods including exploratory factor analysis followed by confirmatory factor analysis through structural equation modelling (SEM) to ensure the reliability, validity and robustness of the scale. Moreover, the study endeavoured to contribute to the theoretical conceptualisation of electronic banking service quality (EBSQ), which is a relatively new concept in South Africa, and indeed, globally. Eight dimensions of EBSQ have identified and operational definition provided for. The dimensions identified in this research can be used to better understand EBSQ, and to measure and improve service quality levels in the banking sector. Ultimately, a model has been proposed providing South African banks with an instrument to measure, manage, and improve their electronic banking service quality. The model has established the building blocks of electronic banking service quality by identifying the main dimensions or attributes of electronic banking service quality that can be used to improve service quality levels. Furthermore, the study determined the causal relationships among four constructs, namely (I) electronic banking service quality (EBSQ), (II) customer value, (III) customer satisfaction and (IV) customer loyalty through regression path estimates (coefficients), mediation analysis and standardised regression weights. Understanding the intricate relationships among these constructs will definitely enhance the banks‘ approach to customer relationship management (CRM) in this digital era in their quest to provide quality services and devise appropriate customer service solutions. In light of the findings of this research, several managerial implications and recommendations are offered. Amongst others, the research revealed that reliability, privacy and security are the top concerns customers have with regard to electronic banking. Therefore, it is recommended that banks invest in the robustness of the websites for banking transactions by using cutting-edge technology to protect their customers from illicit criminal activity, as security and trust are of crucial importance to customers when engaging in online transactions. The sample size (310) used in this research is consistent with previously developed and validated scales and sufficiently meets the requirements of sample adequacy for the study of this nature. Using the scale developed and validated in this study, future research endeavours are recommended to use a bigger sample size to test the robustness of this scale, and obtain more exact and organisation-specific customer perceptions of electronic banking services. It may be worthwhile for future studies to consider developing a measuring instrument from a different perspective, that is, from other customer groups, namely internal customers (employees) of the banks. / PhD (Marketing Management)--North-West University, Vaal Triangle Campus, 2015.

Male-perpetrated intimate partner violence (IPV) against women remains as a pervasive and detrimental issue both in the United States and globally. Researchers, counselors, and others often develop psychological measures to help understand the causes of IPV in an effort to prevent this issue from occurring. Debate still persists within IPV research as to the definitive factors that contribute to the perpetration of IPV. The socio-feminist perspective remains as the predominant theoretical basis that drives IPV research and understanding. Despite this, no psychological measure grounded in this theory that predicts IPV perpetration proclivities has been developed and validated to date. The purpose of the current project was to develop and validate a psychological measure that predicts a likelihood to physically abuse a female intimate partner among heterosexual men – the Likelihood to Physically Abuse (LPA) scale. The development of which followed the methods of previously developed and validated measures of likelihood to rape and likelihood to sexually harass. Two studies were conducted that utilized two, independent and samples of adult, English-speaking American men. Study I involved a review of the literature to develop the LPA scale and initial internal reliability testing. Two hundred men were recruited using Qualtrics and were administered the LPA scale online. In Study II, three hundred men were recuited using Qualtrics and were administered the LPA scale along with other measures related to male-perpetrated IPV online. The purpose of the second study was to further test the internal reliability of the LPA scale and test the construct and external validity of this measure. The results from both studies demonstrated good internal reliability and initial evidence for good construct validity of the LPA scale. The LPA scale was concluded to show promising reliability and validity. However, the external validity results require further investigation. Implications for future IPV research and applications, and limitations are discussed.

Despite heightened efforts to increase gender parity, organizations in the technology industry are struggling to implement and enact Gender Diversity and Inclusion policies (GDIPs). This purpose of this dissertation was to enhance understandings of obstacles to policy enactment and unearth ways in which organizations can create more equitable work environments. Specifically, this project investigated how members of technology organizations construct knowledge about Gender Diversity and Inclusion policies through their personal experiences, attitudes and beliefs, and interactions with others within and external to their organization. Utilizing a critical-interpretivist and intersectional feminism as ontological and epistemological frameworks, this dissertation study draws from structurating activity theory (SAT; Canary, 2010) and theories of organizational identification (Scott, 2007) to explore issues of policy knowledge construction, implementation, and enactment. Completed in two phases,this dissertation employed a mixed-methods design. Phase One used DeVellis’ (2017) framework to develop a Gender Diversity and Inclusion policy attitude scale (GDIPAS) to evaluate how personal opinions about GDIPs and larger constructs like sexism, feminism, identification, and social desirability contribute to the policy knowledge construction process. Phase Two used a parallel analysis design to quantitatively (i.e., surveys) and qualitatively (i.e., interviews) investigate how members of tech-based organizations construct GDIP knowledge through intra- and extra-organizational interactions, as well as personal beliefs and attitudes (Teddlie & Tashakkori, 2009). Phase One resulted in five-factors underlying Gender Diversity and Inclusion policy attitude: perception of policy abuse, policy familiarity, perception of workforce gender inequity, policy support, and perception of organizational gender diversity. Results from Phase Two indicated that members of technology organizations interact within and across activity systems to construct knowledge about GDIPs through structural contradictions that (re)produce barriers to policy implementation and enactment.This project contributed to organizational communication theory by investigating the role of organizational identification in the policy knowledge construction process. Further, this dissertation extended SAT by identifying two new structural contradictions and a primary system-level contradiction, and by centralizing power in the investigation of policy knowledge construction. Methodologically, this dissertation offers a new policy attitude measure for scholars and practitioners. Finally, results of this project provide practical insights into barriers to policy implementation and enactment.

Job Crafting – durch Beschäftigte initiierte Veränderungen des Jobs – hat in der Wissenschaft und Praxis in den letzten Jahren einen hohen Stellenwert eingenommen. Die Job Crafting Literatur hebt besonders die positive Seite des Job Craftings hervor – sowohl auf inter- als auch intraindividueller Ebene. Allerdings scheinen Job Crafting und seine Folgen komplexer zu sein und benötigen ein besseres Verständnis. Daher war das Ziel der Dissertation bisherige Job Crafting Theorien anhand von drei Ansätzen zu erweitern. Dafür habe ich vier Studien durchgeführt, aus denen drei Manuskripte hervorgingen. Erstens, in Studie 1 bezog ich mich auf die ressourcen-konsumierende Natur des Job Craftings und fand einen kurvilinearen Job Crafting-Effekt auf das Arbeitsengagement. Dies galt nur für erschöpfte Beschäftigte (d.h. Moderationseffekt). Zweitens, Studie 2 fokussierte sich auf den fluktuierenden Anteil des Job Craftings innerhalb von Beschäftigten (d.h. intraindividuelle Ebene) und untersuchte reziproke Beziehungen zwischen Job Crafting, Arbeitsengagement und Leistung von einer zur nächsten Woche. Daten aus einer wöchentlichen Tagebuchstudie wurden mit Hilfe eines Random-Intercept Cross-Lagged Panel Modells (RI-CLPM) analysiert. Es gab keine reziproken Beziehungen zwischen Job Crafting, Arbeitsengagement und Leistung auf intraindividueller Ebene zwischen den Wochen, die Beziehungen waren sehr heterogen. Drittens, in Studien 3 und 4 haben wir die Approach-Avoidance Job Crafting Skala basierend auf dem Approach-Avoidance Crafting Model entwickelt und validiert. Die Skala bildet Approach und Avoidance Crafting als unabhängige Faktoren ab und misst 8 verschiedene Dimensionen resultierend aus einer hierarchischen Struktur, die frühere Job Crafting Konzepte integriert. Unsere Ergebnisse zeigten inkrementelle Validität von Approach und Avoidance Crafting bei der Vorhersage von arbeitsbezogenen Outcomes. / Job crafting – employee-initiated changes to the job – has received a high priority in science and practice in the recent years. Job crafting literature often emphasizes its positive effects – both at the between-person and within-person level. However, job crafting and its consequences seem to be more complex and, thus needs further understanding. Doing so, the aim of the dissertation was to expand current job crafting theories by using three approaches. Therefore, I conducted four studies resulting in three manuscripts. Firstly, in Study 1, I referred to the resource-consuming nature of job crafting and found a curvilinear effect (U-shaped curve) of the job crafting strategy crafting social resources (i.e., increasing social resources) on work engagement. This only applied to exhausted employees (i.e., a moderation effect). Secondly, in Study 2 focused on the fluctuating portion of job crafting within employees and investigated reciprocal relationships between job crafting, work engagement, and performance from one week to the next at the within-person level. Data from a weekly diary study were analyzed with a random-intercept cross-lagged panel model (RI-CLPM). There were no reciprocal relationships between job crafting, work engagement, and performance at the within-person level across weeks, rather the relations were more heterogeneous than anticipated. Thirdly, in Study 3 and 4, we developed and validated the Approach-Avoidance Job Crafting Scale based on my approach-avoidance crafting model. The scale depicts approach and avoidance crafting as two independent factors and assesses eight different job crafting dimensions. These result from a hierarchical structure in which previous job crafting concepts are integrated. Our results showed that approach and avoidance crafting have incremental validity in predicting work-related outcomes beyond previous job crafting scales.