För att nå en senior ledarskapsposition ställs det krav på kunskap och kompetens som kan binda samman organisationens olika funktioner mot gemensamma mål. Ett tillvägagångssätt för att införskaffa sådan kunskap och kompetens är genom ackumuleringen av tvärfunktionell erfarenhet, det vill säga ackumuleringen av erfarenhet från olika organisations-funktioner. Sådan erfarenhet kan antas sprida kunskaper och kompetenser i organisationer, något som leder till både förbättrad kommunikation och effektivitet.Trots att mycket forskning har gjorts kring erfarenhetsbaserat ledarskap saknar vi mer konkret information kring tvärfunktionella karriärer och erfarenheter. Denna fallstudie syftar därför till att undersöka fenomenet mer ingående och bringa nya insikter i hur tvärfunktionell erfarenhet kan underlättas i organisationer med ett sådant mål. Dels undersöker studien hur tvärfunktionell erfarenhet värderas i rekryteringssammanhang och dels vad som motiverar tvärfunktionella ledare till att söka sådan erfarenhet.Fallstudien görs på ett välkänt svenskt produktionsföretag och drar en rad slutsatser; för det första kommuniceras inte målet att öka tvärfunktionella erfarenheter internt i organisationen på grund av andra konkurrerande mål; och för det andra så försvårar produktionsföretagets organisationsstruktur tvärfunktionella karriärer. Slutligen drar studien slutsatsen att de tvärfunktionella ledarna stimuleras av interna motivationsfaktorer, något som indikerar att viljan till att utvecklas redan finns. Detta leder oss till vår övergripande slutsats att produktionsföretaget, för att nå det uttalade målet om att öka tvärfunktionella karriärer inom organisationen, att förändra sin syn på hur de hanterar och förädlar talanger. / Reaching a senior leadership position often requires having the ability to bring the organizations’ different functions together towards common goals. One way to accumulate that type of knowledge and competence is through cross-functional experience, i.e. accumulating experience from different business functions. Such experience can be assumed to disseminate knowledge and competences throughout the organization which can lead to both improved communication and efficiency.Although a fair amount of research has been conducted in the field of experiential learning, we lack more concrete information about cross-functional careers and experience. This case study therefore aims to investigate the phenomenon more thoroughly to bring new insights in how the accumulation of cross-functional experience can be facilitated in organizations with such a goal. The case study investigates two aspects of cross-functional careers; (1) how cross-functional experience is valued when recruiting managers and; (2) what motivates cross-functional managers to seek this type of experience.The case study is conducted on a well-known Swedish manufacturing company and draws a number of conclusions; firstly, the aim to increase cross-functional experience isn’t communicated internally due to other competing goals. Secondly, the organizational structure complicates and partly prevents cross-functional careers. Lastly, the cross-functional managers where all internally motivated indicating that the will to develop exists. This brings us to the general conclusion that the organization needs to change how they handle talented managers.This thesis is written in Swedish.

Increasing and maintaining customer loyalty has been shown to enhance service firm profitability. This research focuses on the antecedents of customer loyalty in a large national North American banking organisation, in particular the relationship between employee loyalty and customer loyalty, and further within the organisation, the antecedents of the employee loyalty-customer loyalty relationship. Thus the current research investigates the chain of events from managerial actions to customer loyalty with the aim of identifying relevant managerial practices and their influences within the organisation that lead to customer loyalty. The research provides tangible evidence supporting the importance of providing organisational resources to increase employee loyalty as a means of increasing customer loyalty in service organisations. To achieve this goal, the study suggests that a comprehensive set of managerial practices will enhance an organisation's service climate, foster positive employee attitudes and behaviours in relation to service provision, that impact on employee loyalty, service quality, and ultimately customer loyalty. These practices include support provided by senior leadership, the provision of resources that facilitate effective work practices, a positive management orientation on customers, and the use of employee evaluation and remuneration based on service-oriented behaviours and attitudes. By instituting these managerial practices, management can increase employee perceptions of self-efficacy, employees' beliefs in the abilities to perform well in their jobs, increase employee satisfaction, which in turn drive employee loyalty. These managerial practices also enhance the favourable nature of the organisation's service climate so that customer perceptions of service quality are likely to be more positive. Overall the study provides evidence to support the existence of a chain of events from managerial actions to employee and customer loyalty intentions. Evidence also exists to support the relationship between employee loyalty and customer loyalty, so that higher levels of loyalty within service a service organisation can potentially lead to higher levels of customer loyalty. The implications of the research are that management within service organisations can impact customer loyalty by focussing directly on service delivery issues and by providing a favourable service climate. Managers can also influence employee beliefs about their abilities to do their jobs and the level of satisfaction employees have within those organisational roles. The study also suggests that a service organisation's service climate is an important mechanism by which management can communicate to both employees and customers that a customer orientation is a primary managerial imperative. Finally, the study provides valuable insight into the processes by which employees perceive managerial orientation and support, and how those perceptions influence customer perceptions of service quality and impact on their loyalty intentions towards service organisations.

How do firms tend to their current viability while remaining competitive in the long-term? This question lays out the basis for this thesis by highlighting their conflicting logics through the concept of organizational ambidexterity. Literature makes a distinction between competing in mature markets and existing technologies (exploitation) versus new markets and new technologies (exploration). The preponderance of studies shows that, as firms grow larger, they tend to form core rigidities in their culture, structure and processes that hamper their efforts to adapt to the changing environment. By overemphasizing exploitative activities, future challenges or opportunities remain unexplored which can have a devastating effect in the event of radical, external changes. The cases of Nokia and Kodak should serve as cautionary tales in this regard. The automotive industry is currently undergoing a transition to electric cars. We conduct a case study at Volvo Cars from a senior leadership perspective, to illustrate the importance of exploration and how it can be legitimized during an industry transformation. Our work points to three major findings. First, communicating the importance of the transformation with the rest of the organization is imperative to creating goal alignment. Secondly, interorganizational collaboration in R&D helps Volvo to tap into knowledge that resides outside the organization and thereby increasing the chances of a successful transition to electric cars. Thirdly, agile management contributes to knowledge diffusion and is a powerful tool to counter organizational inertia by adding to firms’ speed and responsiveness, making them act more similarly to smaller, entrepreneurial firms.

A considerable amount of research effort has been invested in investigating the under-representation of women and their career advancement in traditionally male dominated sectors. Although it is widely recognised that females’ participation at all levels of management as well as in the economy has increased substantially over the years, more than half of the economically active women in South Africa are still found in occupations which are extensions of the traditional female role. The technology sector is regarded as one of the vital sectors to the economic development and sustainability of any country, therefore, attracting and retaining women in the sector is an imperative. Despite initiatives to address inequalities in the workplace, attracting and retaining women in the ICT sector nevertheless remains a challenge. Thus, the aim of this research was to explore the career advancement experiences of female managers in the ICT sector. An exploratory qualitative study approach was adopted to gain insights into the said career advancement experiences of female managers at different levels in an ICT company. Semi-structured interviews were administered to ten female managers in the company. Insights from the interviews formed the basis of the data analysed using Interpretative Phenomenological Analysis (IPA). Integrating the participants’ experiences with pertinent literature provided an in-depth understanding of female managers’ career advancement experiences. Literature and findings of the research indicate that various factors combine to give effect to the so-called glass ceiling, which denies women access to opportunities crucial for their career advancement. Lack of role models, mentoring and networking opportunities, work/family conflict, working hours, training and development and organisational culture were identified as factors that inhibit the advancement of women into senior leadership positions. In addition, the findings further revealed that commitment to ongoing development, mentorship, an enabling organisational culture and flexible work environment are career advancement enablers. The outcome of the study confirms that there is an imbalance in the representation of women at senior management levels in the participating organisation (at the time the study was done) and, while numerous studies have sought to analyse the trends in employment and retention, in South Africa very little is known about the factors that influence the retention and advancement of women, specifically in the ICT sector. The study thus highlights the interventions required to attract, develop and retain women in the ICT sector as a means for organisations gaining a competitive advantage. / Industrial and Organisational Psychology / M. Com. (Industrial and Organisational Psychology)

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The paucity of women in senior leadership positions as indicated in the Business Women Association of South Africa 2011 census corroborates that gender equality is still a concerning issue even in the democratic era that we live in. This study explores career developmental experiences of women in senior leadership position in the civil engineering industry. The primary objective was to investigate how these professional women were managing their careers and what career experiences contributed to their ascent to the senior echelons of management. Meaning to the career experiences of these women had been given according to the self-determination theory. By means of purposive selection, seven women at senior management level were selected from both the private and public sectors in the civil engineering industry. Based on the semi-structured interviews conducted, personal documents reviewed and footnotes recorded; it was evident that there were different factors that had facilitated the ascent of these women to senior positions. Their career experiences were also characterised by challenges that subsequently instigated the development of coping strategies and methods. The study has implications for organisations in civil engineering that wish to attract and retain women from generations to come. / Psychology / M.A. (Psychology)

The paucity of women in senior leadership positions as indicated in the Business Women Association of South Africa 2011 census corroborates that gender equality is still a concerning issue even in the democratic era that we live in. This study explores career developmental experiences of women in senior leadership position in the civil engineering industry. The primary objective was to investigate how these professional women were managing their careers and what career experiences contributed to their ascent to the senior echelons of management. Meaning to the career experiences of these women had been given according to the self-determination theory. By means of purposive selection, seven women at senior management level were selected from both the private and public sectors in the civil engineering industry. Based on the semi-structured interviews conducted, personal documents reviewed and footnotes recorded; it was evident that there were different factors that had facilitated the ascent of these women to senior positions. Their career experiences were also characterised by challenges that subsequently instigated the development of coping strategies and methods. The study has implications for organisations in civil engineering that wish to attract and retain women from generations to come. / Psychology / M.A. (Psychology)