Thesis (MComm)--Stellenbosch University, 2012. / ENGLISH ABSTRACT: Talent retention is currently an international challenge across industries, and especially for academic staff at higher education institutions (HEIs) in South Africa. It may be argued that HEIs are more dependent on the intellectual and creative abilities and commitment of their academic staff than most other organisations. For an HEI to maintain a long-term trajectory of excellence in terms of both research outputs and teaching, a strong focus on retaining a younger generation of skilled academics is needed. Unfortunately, in many fields HEIs have to compete with industry to retain these employees. At the same time, the academic profession has increasingly fallen behind the private sector in terms of remuneration, amongst others, resulting in a shortage of young academics in South African HEIs. An investigation into the intention to quit amongst Generation Y academics at HEIs therefore is justifiable. A mixed-method research design, including both qualitative (focus groups and blog) and quantitative phases (a self-administered questionnaire), was applied. Academics (n = 189) at six HEIs in South Africa were sampled. The Pearson product-moment correlation coefficients indicate that employee engagement, transformational leadership, job satisfaction, and remuneration, reward and recognition have a significant negative impact on intention to quit. Based on the multiple regression and partial least square (PLS) path modelling results, it was found that only employee engagement and job satisfaction have a significant negative impact on intention to quit. Therefore, the latter variables have the most significant impact on intention to quit amongst the sampled population. However, the PLS path modelling results suggest that, by including employee engagement, transformational leadership, job satisfaction, and remuneration, reward and recognition in the prediction of intention to quit, 45% of the variance will be explained. Relationships between the independent variables were also found: between employee engagement and job satisfaction; between transformational leadership and employee engagement; between transformational leadership and job satisfaction; and between remuneration, reward and recognition and job satisfaction. This study contributes to the body of knowledge on intention to quit among academics, and specifically the sought-after Generation Y academics. The findings serve as input for the development of efficacious retention strategies and mechanisms to retain Generation Y academics at HEIs in South Africa. / AFRIKAANSE OPSOMMING: Talentretensie is tans 'n internasionale uitdaging in verskeie industrieë en veral vir akademiese personeel in hoëronderwysinstansies (HOI's) in Suid-Afrika. Dit kan aangevoer word dat HOI's meer afhanklik is van die intellektuele en kreatiewe vermoëns en toewyding van hulle akademiese personeel as diemeeste ander organisasies. Vir 'n HOI om 'n langtermyn-bestaan van uitnemendheid in terme van navorsingsuitsette en onderrig te handhaaf, is 'n sterk fokus op die behoud van 'n jonger generasie van vaardige akademici nodig. Ongelukkig moet HOI's met die bedryf kompeteer om hierdie werknemers te behou. Terselfdertyd het die akademiese professie toenemend agter geraak met onder andere vergoeding, wat ‘n tekort aan jong akademici in Suid-Afrikaanse HOI's tot gevolg het. 'n Ondersoek na die intensie om te bedank onder Generasie Y akademici by HOI’s is gevolglik regverdigbaar. 'n Gemengde-metodenavorsingsontwerp wat beide kwalitatiewe (fokusgroepe en blog) en kwantitatiewe fases ('n self-geadministreerde vraelys) ingesluit het, is gebruik. Die steekproef het akademici (n = 189) verteenwoordig van ses HOI's in Suid-Afrika. Die Pearson produkmomentkorrelasies dui daarop dat werknemertoewyding, transformasionele leierskap, werkstevredenheid, en vergoeding, beloning en erkenning 'n beduidende negatiewe impak het op die intensie om te bedank. Die resultate van die meervoudige regressie en PLS modellering dui daarop dat slegs werknemertoewyding en werkstevredenheid 'n beduidende negatiewe impak op die intensie om te bedank het. Hierdie twee veranderlikes het die betekenisvolste impak gehad op die intensie om te bedank onder respondente in hierdie studie. Dit is belangrik om daarop te let dat die resultate van die PLS modellering daarop dui dat 45% van die variansie in die voorspelling van intensie om te bedank verduidelik word deur werknemertoewyding, transformasionele leierskap, werkstevredenheid, en vergoeding, beloning en erkenning. Statistiese verhoudings tussen die onderskeie onafhanklike veranderlikes is bevestig, naamlik tussen werknemertoewyding en werkstevredenheid; tussen transformasionele leierskap en werknemertoewyding; tussen transformasionele leierskap en werkstevredenheid; en tussen vergoeding, beloning en erkenning en werkstevredenheid. Hierdie studie dra by tot die uitbou van kennis oor die intensie om te bedank onder akademici, en spesifiek die gesogte Generasie Y akademici. Die bevindings dien as insette vir die ontwikkeling van doeltreffende retensiestrategieë vir die behoud van generasie Y akademici by HOI's in Suid-Afrika.

Thesis (MComm)--Stellenbosch University, 2013. / ENGLISH ABSTRACT: This study investigated the emerging concept of work engagement and how organisational leaders can exert influence on it. It was therefore important to obtain understanding of and deeper insight into the impact of these key stakeholders on the employee’s work engagement and related concepts. The aim of the study was to investigate existing relationships between constructs that play a significant role in the relationship between leader and follower in the organisation. These constructs include integrity, ethical leadership and trust in the leader, and the effect these constructs have on employee work engagement. The study thus was undertaken to obtain more clarity about these aspects. Based on research on the existing literature, a theoretical model depicting how the different constructs are related to one another was developed and various hypotheses were formulated. Data for the purpose of the quantitative study were collected by means of an electronic web-based questionnaire. A total of 204 completed questionnaires were returned. The final questionnaire comprised four subscales, namely the 17-item Utrecht Work Engagement Scale (UWES), the 14-item Leader Trust Scale (LTS), the 17-item Leadership of Ethics Scale (LES), and the 9-item Behavioural Integrity Survey (BIS). The postulated relationships and the conceptual model were empirically tested using various statistical methods. Reliability analysis was done on all the measurement scales and adequate reliability was found. The content and structure of the measured constructs were investigated by means of confirmatory and exploratory factor analyses. The results indicated that good fit was achieved for all the refined measurement models. Subsequently, Structural Equation Modelling (SEM) was used to determine the extent to which the conceptual model fitted the data obtained from the sample and to test the relationships between the constructs. The results indicated positive relationships between trust in the leader and work engagement; ethical leadership and work engagement; ethical leadership and trust in the leader; integrity and ethical leadership; and integrity and trust in the leader. The present study contributes to existing literature on work engagement and ethical leadership by providing insights into the nature of the relationships among these constructs. The study also identifies practical implications to be considered in management practices in order to enhance and encourage these constructs, as well as the relationships between these constructs in the workplace. The limitations and recommendations present additional insights and possibilities that could be explored through future research studies. / AFRIKAANSE OPSOMMING: Die huidige studie is gebaseer op die belangrikheid van werkstoewyding in die werkplek en op hoe leiers in die organisasie dit beïnvloed. Dit was dus belangrik om insig te verwerf rakende die invloed van hierdie belangrike rolspelers op die werknemer se werkstoewyding. Die studie het ten doel gehad om die verwantskappe tussen konstrukte wat binne die organisasie ‘n beduidende rol in die verhouding tussen die leier en ondergeskikte speel, te ondersoek. Hierdie konstrukte omvat integriteit en etiese leierskap, asook die vertroue tussen leier en ondergeskikte, en die graad van invloed wat die veranderlikes op die werknemer se werkstoewyding uitoefen. Die studie is dus uitgevoer om meer duidelikheid oor hierdie aspekte te verkry. ‘n Teoretiese model wat voorstel hoe die verskillende konstrukte aan mekaar verwant is, is op grond van die navorsing oor die bestaande literatuur ontwikkel. Verskeie hipoteses is geformuleer. Data vir die doel van die kwantitatiewe studie is deur middel van ‘n elektroniese web-gebaseerde vraelys ingesamel. ‘n Totaal van 204 voltooide vraelyste is terugontvang. Die finale vraelys is uit vier subvraelyste saamgestel, te wete die 17-item Utrecht Work Engagement Scale (UWES), die 14-item Leader Trust Scale (LTS), die 17-item Leadership of Ethics Scale (LES), en die 9-item Behavioural Integrity Survey (BIS). Die gepostuleerde verwantskappe en die konseptuele model is empiries met behulp van verskeie statistiese metodes getoets. Betroubaarheidsanalise is met behulp van die betrokke meetinstrumente uitgevoer en voldoende betroubaarheid is gevind. Die inhoud en die struktuur van die konstrukte wat deur die instrumente gemeet is, is verder deur middel van verkennende en bevestigende faktorontledings ondersoek. Die resultate het goeie passings vir al die hersiene metingsmodelle getoon. Daarna is struktuurvergelykings-modellering (SVM), gebruik om te bepaal tot watter mate die konseptuele model die data pas, en om die verwantskappe tussen die verskillende konstrukte te toets. Die resultate het positiewe verwantskappe tussen vertroue in die leier en werkstoewyding; etiese leierskap en werkstoewyding; etiese leierskap en vertroue; integriteit en etiese leierskap; en integriteit en vertroue in die leier aangedui. Hierdie studie dra by tot die bestaande literatuur aangaande beide werkstoewyding en etiese leierskap deurdat dit insig bied in die aard van verhoudings tussen hierdie konstrukte. Die studie identifiseer ook praktiese implikasies om in bestuurspraktyke in aanmerking geneem te word om die betrokke konstrukte, asook die verwantskappe tussen die veranderlikes, te versterk en aan te moedig. Die beperkings en aanbevelings van die studie dui op verdere insig en moontlikhede wat in toekomstige navorsing ondersoek kan word.

Thesis (MComm)--Stellenbosch University, 2013. / ENGLISH ABSTRACT: As a direct result of having segregated amenities and public services during the Apartheid era where Black individuals were provided with services inferior to those of White individuals, the country is currently challenged by serious and debilitating issues such as a skills shortage across most industry sectors, high unemployment and poverty rates, and inequality in terms of income distribution as well as in terms of racial representation in the workforce. The country is furthermore facing social problems such as high crime rates and high incidence of HIV/AIDS. A discussion is put forward that these challenges are the consequence of a larger problem. The larger problem being the fact that knowledge, skills and abilities are not uniformly distributed across all races. The situation is that in the past, and still now, White South Africans have greater access to skills development and educational opportunities. It is this fundamental cause that must be addressed to in order to create a sustainable solution to the challenges described above. It is therefore argued that a means to overcome the challenges the country faces as a result of Apartheid is through skills development – specifically affirmative action skills development. Affirmative action skills development will entail giving previously disadvantaged Black individuals access to skills development and educational opportunities as to equip them with the currently deficit skills, knowledge, and abilities. It is proposed that affirmative action skills development is one of the most effective mechanisms through which the aforementioned problems facing the country might be alleviated. A need was therefore identified for Industrial Psychology researchers to assist organisations to identify the individuals who would gain maximum benefit from such affirmative action skills development opportunities. To achieve this, an understanding is required of the factors that determine whether or not a learner will be successful if entered into an affirmative action skills development opportunity. Some studies have already been conducted regarding this need. One such study was conducted by de Goede (2007). The primary objective of this study consequently was to expand on De Goede’s (2007) learning potential structural model. Non-cognitive factors were added to the De Goede (2007) learning potential structural model in order to gain a deeper understanding of the complexity underlying learning and the determinants of learning performance. A subset of the hypothesised learning potential structural model was then empirically evaluated. The measurement model was found to have a good fit. However, the first analysis of the structural model failed to produce a good fit to the data. The analysis of the standardised residuals for the structural model suggested the addition of paths to the existing structural would probably improve the fit of the model. Modification indices calculated as part of the structural equation modeling pointed out specific additions to the existing model that would improve the fit. The model was subsequently modified by both adding additional paths. Furthermore, when considering the modification of an initially proposed structural model, the question should not only be whether any additional paths should be added, but should also include the question whether any of the existing paths should be removed. To this end the unstandardised beta and gamma matrices were examined and it pointed to insignificant paths that could be removed. The model was subsequently also modified by removing insignificant paths. The final revised structural model was found to fit the data well. All paths contained in the final model were empirically corroborated. The practical implications of the learning potential structural model on HR and organisations are discussed. Suggestions for future research are made by indicating how the model can be further elaborated. The limitations of the study are also discussed. / AFRIKAANSE OPSOMMING: ‘n Resultaat van Apartheid is dat Suid Afrika dringende uitdagings in die gesig staar soos byvoorbeeld lae vaardigheidsvlakke, hoë vlakke van werkloosheid en armoede, en ongelykheid in terme van inkomste en verteenwordiging in die werksmag. Suid Afrika het onder meer ook die uitdagings van hoë vlakke van misdaad en HIV/VIGS. Hierdie tesis stel voor dat die bogenoemde uitdagings simptome is van ‘n groter probleem, naamlik gebrekkige opleiding en ontwikkeling van vaardighede van Swart Suid Afrikaners. Dit is hierdie gebrek aan vaardighede wat aangespreek moet word om ‘n volhoubare oplossing tot die bogenoemde uitdagings te vind. Die argument word gestel dat ‘n oplossing gevind sal word in regstellende ontwikkeling. Regstellende ontwikkeling behels om voorheen benadeelde Swart Suid Afrikaners toegang te gee tot opleidings en ontwikkelingsgeleenthede. Dit word gestel dat regstellende ontwikkeling die meganisme is waardeur die land se uitdagings aangespreek moet word. ‘n Behoefte is dus geïdentifiseer vir Bedryfsielkundiges om navorsing te doen aangaande die eienskappe van studente wat sal bepaal of hulle suksesvol, al dan nie, sal wees tydens versnelde regstellende ontwikkeling. ‘n Soortgelyke studie is reeds onderneem deur de Goede (2007). Die primêre doelwit van hierdie studie was gevolglik om De Goede (2007) se leerpotensiaal-strukturele model uit te brei. Nie-kognitiewe faktore is tot De Goede (2007) se model toegegevoeg om ’n meer indringende begrip van die kompleksiteit onderliggend aan leer en die determinante van leerprestasie te verkry. ‘n Subversameling van die voorgestelde leerpotensiaal-strukturele model is vervolgens empiries geëvalueer. Dit is gevind dat die metingsmodel die data goed pas. Met die eerste analise van die strukturele model is goeie passing nie verkry nie. ‘n Ondersoek na die gestandardiseerde residue het getoon dat die toevoeging van addisionele bane tot die bestaande strukturele model waarskynlik die passing van die model sou verbeter. Modifikasie-indekse bereken as deel van die strukturele vergelykingsmodellering het spesifieke bane uitgewys wat die passing van die model sou verbeter indien dit bygevoeg word tot die bestaande model. Die strukturele model is dus aangepas deur addisionele bane by te voeg tot die bestaande model. Die strukturele model is ook aangepas deur bane te verwyder wat nie statisties beduidend was nie. Die bevinding was dat die hersiene model die data goed pas. Alle bane in die finale model is empiries bevestig.

Thesis (MComm)--Stellenbosch University, 2013. / ENGLISH ABSTRACT: South Africa‟s social political past that was led by the Apartheid system has deprived the majority of South Africans of the opportunity to develop and accumulate human capital. As a result, this political system has left this country with a range of challenges including; a shortage of critical skills in the marketplace, high unemployment and poverty rates, inequality in terms of income distribution, unequal racial representation in the workplace, together with other social challenges such as high crime rates, extensive poverty, horrendous living conditions and a consequent increasing dependence on social grants (Van Heerden, 2013). These challenges prohibit this country from realising its global competitive potential. Organisations are primarily affected by these struggles faced by the country, and their continuous fight with these legacies of Apartheid is especially evident when they try to comply with the two responsibilities that form part of the personnel selection function. These include their responsibility to (1) employ the „best‟ employee for the job to result in the production of products and services of high economic utility, and (2) to act under moral, economic, political and legal pressure to diversify their workforce (Theron, 2009). Due to South Africa‟s past political system, the majority previously disadvantaged individuals have underdeveloped job competency potential which currently prohibits them from succeeding in the world of work. Consequently, if organisations try to comply with their first responsibility, the process of selecting the „best‟ employee results in adverse impact. If organisations comply with their second responsibility through traditional affirmative action measures, they allow incompetent employees to be appointed. The incompetence is not due to one race having fundamentally less competency potential then another. It is because South Africa‟s intellectual capital is not, and has not been uniformly developed and distributed across races (Burger, 2012). This current situation faced by organisations should be dealt with for three important reasons. Firstly, a solution could improve the global competitiveness of this country. Secondly, a solution could contribute to solving the social challenges faced by this country, and lastly, not only because the situation could possible become precarious, but simple because it is the right thing to do. It is not implied that affirmative action should be abolished. This study rather suggests that the interpretation of affirmative action should change and the focus of this corrective policy should shift to a more developmental approach. This entails that more emphasis should be placed on providing the previously disadvantaged with the necessary training and development to foster the needed competency potential to succeed in the world of work. However, resources for these developmental opportunities are scarce, and as a result, a need exist to identify a method that could identify individuals who will gain maximum benefit from these suggested affirmative development opportunities. Consequently, a need exist to identify individuals who display the highest potential to learn and to create the conditions conducive for learners with high learning potential to actualise that potential. In order to successfully identify the individuals who display a high level of learning potential and to create the person- and environmental characteristics that have to be present to facilitate successful learning, the learning potential construct must be understood. De Goede (2007), Burger (2012), and Van Heerden (2013) have completed research studies on this specific construct, and to assist in the understanding of the complexity of this construct, it made more empirical sense to build on existing structural models. This should result in the production of a more complete understanding of learning and the determinants of learning performance. The objective of this study was therefore to modify and elaborate the Burger (2012) learning potential structural model by expanding the model with the inclusion of additional non-cognitive variables. The proposed hypothesised learning potential structural model was empirically evaluated. The measurement model achieved good close fit. However, the first analysis of the structural model only obtained reasonable model fit. After the consideration of the full range of fit indices, standardised residuals, modification indices and parameter estimates, a few modifications were made to the model. The final revised structural model achieved good fit. All of the paths in the final model were empirically corroborated. The limitations of the research methodology, the practical implications of this study, and recommendations for future research are also discussed. / AFRIKAANSE OPSOMMING: Suid-Afrika se verlede wat gelei was deur die Apartheidsisteem, het die meeste Suid-Afrikaners die geleentheid om toegang tot ontwikkelingsgeleenthede ontneem. Dit het gelei tot die onderontwikkeling van meeste Suid-Afrikaners se bevoegdheidspotensiaal wat hulle moet help om die eise wat tans in die wêreld van werk aan hul gestel word suksesvol te hanteer. Dié politieke sisteem het veroorsaak dat Suid-Afrika „n reeks probleme ervaar, insluitende; „n tekort aan kritieke vaardighede in die mark, baie hoë werkloosheid en armoede, ongelykheid in terme van inkomste-verdeling en ongelyke rasverteenwoordiging in die werksplek, asook oormatige misdaad, afskuwelike leefsomstandighede vir meeste Suid-Afrikaners, en „n toenemende afhanklikheid van maatskaplike toelaes (Van Heerden, 2013). Hierdie uitdagings verhoed dat Suid-Afrika sy globale mededingendheidspotentiaal realiseer. Organisasies word direk deur hierdie uitdagings beïnvloed, en hulle deurlopende worsteling met hierdie nalatenskap van Apartheid is veral duidelik wanneer hulle probeer voldoen aan twee vereistes wat personeelkeuring stel. Hierdie sluit in (1) om die mees bevoegde werknemers aan te stel wat produkte/dienste van hoë kwaliteit en hoë ekonomiese nut verseker, en (2) om die werksplek onder morele, ekonomiese, politieke en wetlike druk te diversifiseer (Theron, 2009). As gevolg van Suid-Afrika se Apartheidsisteem, het die meeste indiwidue onderontwikkelde werksbevoegdheidspotensiaal wat hulle verhoed om suksesvol te wees in hulle aanstellings. Die gevolg daarvan is dat, sodra organisasies poog om aan die eerste verantwoordelikheid van personeelkeuring te voldoen dan lei die keuring tot nadelige impak. As organisasies aan die ander kant poog om aan die tweede verantwoordelikheid te voldoen deur die implimentering van tradisionele regstellende aksie, dan laat hulle onbevoegde indiwidue toe om in „n pos in te tree. Hierdie onbevoegdheid is nie die gevolg van „n fundamentele verskil in bevoegdheidspotensiaal tussen rassegroepe nie. Dit is die gevolg van die feit dat Suid-Afrika se intellektuele potentiaal nie eweredig tussen rasse ontwikkel is nie (Burger, 2012). Die huidige situasie waarin organisasies hul bevind moet op gelos word om drie belangrike redes. „n Oplossing kan eerstens die globale mededigendheid van die land verbeter. „n Oplossing kan tweedens die druk van die geïdentifiseerde sosiale uitdagings verlig, en laastens, „n oplossing is nodig nie net omdat ons huidige situasie moontlik haglik kan word nie, maar eenvoudig omdat dit die regte ding is om te doen. Daar word glad nie geïmpliseer dat regstellende aksie tot niet gemaak moet word nie. Hierdie studie stel slegs voor dat die interpretasie van regstellende aksie asook die fokus daarvan „n meer ontwikkelings-benadering moet aaneem. Dit behels dat „n groter klem daarop geplaas moet word om lede van voorheen benadeelde groepe die geleenthede te gee om die nodige bevoegdheidspotensiaal te ontwikkel om suksesvol in the werksplek te wees. Hulpbronne vir hierdie ontwikkelingsgeleenthede is egter beperk. Die behoefte bestaan dus om daardie indiwidue te identifieer wat die grootste voordeel hieruit sal trek. Daarom is dit nodig om eerstens indiwidue wat die hoogste vlak van leerpotensiaal het te identifiseer, en tweedens om die omstandighede/kondisies te skep wat hierdie leerpotensiaal sal laat aktualiseer. Om uiteindelik sulke indiwidue te identifiseer asook om die persoon- en omgewingstoestande te skep wat as voorvereistes vir suksesvolle leer geld, moet die leerpotensiaalkonstruk verstaan word. Leerpotensiaalnavorsings-studies deur De Goede (2007), Burger (2012), en Van Heerden (2013) is reeds voltooi, maar om die kompleksiteit van hierdie konstruk ten volle te verstaan moet opeenvolgende studies onderneem word. Hierdie studie het gevolglik gefokus op die uitbreiding van hierdie bestaande modelle om sodoende „n meer volledige begrip van leerprestasie te ontwikkel. Die doel van hierdie studie was daarom om die bestaande Burger (2012) leerpotensiaal strukturele model te wysig en uit te brei deur die toevoeging van addisionele nie-kognitiewe veranderlikes. Die strukturele model was empiries ge-ëvalueer en die metingsmodel het „n goeie passing getoon. Die strukturele model het aanvanklik slegs „n redelike passing bereik, maar na die oorweging van die volle spektrum pasgehaltemaatstawwe, gestandaardiseerde residue, modifikasie-indekse and parameterskattings is „n aantal wysigings aan die model aangebring. Die finaal-gewysigde strukturele model het goed gepas. Al die bane in die finale model is empiries bevestig. Die beperkinge van die navorsingsmetodiek, die praktiese implikasies van die studie en aanbevelinge vir toekomstige navorsing was ook bespreek.

Thesis (MComm)--Stellenbosch University, 2013. / ENGLISH ABSTRACT: Learnership programs are implemented in different industries as development interventions to contribute to the skills development and, after successful completion, ultimately contribute toward the alleviation of poverty. Insight into the factors that influence learnership performance will provide direction in terms of optimising learnership performance. The purpose of the research study was to create an understanding of the factors that influence learnership performance, with a focus on intention as a key variable. The literature review culminated in the development of the partial model of learnership performance (PMLP). Due to the complexity of the model and the sample size of 95 learners, the decision was made to split the model and to test it as two separate models. The first focused on antecedents of learnership performance including age, gender, previous work experience, previous learning experience, intention and environmental constraints. The second included the variables underlying intention namely behavioural beliefs, normative beliefs, control beliefs, attitudes, subjective norms and perceived behavioural control. A questionnaire was developed for the specific purpose of the study. A mixed method methodology (including both qualitative and quantitative data gathering methods) were employed that included individual interviews, a pilot study of the questionnaire and the administration of the final questionnaire. Data was subjected to various statistical analysis including descriptive statistics and correlation analysis. Mediating relationships were calculated by means of the Sobel test. Previous learning experience as well as intention correlated positively with learnership performance. Although the sample included more male participants, women achieved higher levels of learnership performance. Significant relationships were found between intention and the hypothesised direct variables including attitudes, subjective norms and perceived behavioural control. Behavioural beliefs and normative beliefs showed significant indirect relationship to intention. It was expected that environmental constraints would have a negative moderating impact on the relationship between intention and learnership performance; however the research results did not corroborate this hypothesis. The relationship between intention and learnership performance was strong in cases where learners experience challenging environmental factors, whereas no significant relationship between intention and learnership performance was found in the absence of environmental constraints. Recommendations were made regarding an intervention to enhance learners’ intentions. Two approaches were recommended to optimise learnership performance, namely journaling activities and interactive workshops. These approaches aim to guide learners through the identification of obstacles that could inhibit their success in the learnership program. By consciously choosing to overcome these obstacles, learners develop an internal sense of empowerment which will enable them to take a step towards breaking the cycle of poverty. / AFRIKAANSE OPSOMMING: Leerlingskap programme word in verskillende industrieë geïmplementeer en vorm deel van ontwikkelingsintervensies wat bydra tot vaardigheidsontwikkeling, en met die voltooing van leerlingskappe, ten einde armoede te bestry. Insig aangaande die faktore wat leerlingskapprestasie beinvloed sal daarom as ‘n basis dien vir die optimalisering van leerlingskapprestasie. Die doel van die navorsingstudie was om insig te bekom rakende die faktore onderliggend aan leerlingskapprestasie, met ‘n fokus op intensie as ‘n kritieke veranderlike in hierdie opsig. Die literatuur oorsig het gelei tot die ontwikkeling van die gedeeltelike model van leerlingskapprestasie-voorspelling. As gevolg van die steekproef van 95 leerders is die besluit geneem om die model van leerlingskapprestasie-voorspelling in twee modelle te verdeel. Die een model het faktore onderliggend aan leerlingskapprestasie ingesluit terwyl die ander model faktore ingesluit het wat betrekking het tot die intensie om in ‘n leerlingskap te presteer. ‘n Vraelys was ontwikkel vir die spesifieke doeleindes van die studie. ‘n Kombinasie van byde kwalitatiewe en kwantitatiewe data insamelingstegnieke is toegepas wat individuele onderhoude, ‘n loodsstudie - en ‘n finale studie van die vraelys ingesluit het. Verskeie data analise metodes is toegepas naamlik betroubaarheids analise, beskrywende statistiese analise en korrelasie analise. Bemiddelende verhoudings is met behulp van die Sobel toets verwerk. Vorige leerervaring sowel as intensie het positiewe korrelasies getoon in terme van leerlingskapprestasie. Alhoewel die steekproef meer mans as vroue ingesluit het, het vroue beter leerlingskapprestasie as mans getoon. Beduidende verhoudings is opgemerk tussen intensie in die drie veronderstelde direkte veranderlikes naamlik houdings, subjektiewe norme en waarneembare gedragsbeheer. Gedragsoortuigings sowel as normatiewe oortuigings het albei beduidende indirekte verhoudings getoon in terme van intensie. Die veronderstelling was dat omgewingsbeperkings ‘n negatiewe impak sou hê op die verhouding tussen intensie en leerlingskapprestasie, maar die navorsing resultate het ‘n interessante bevinding getoon. Die korrelasie tussen intensie en leerlingskapprestasie was sterk in gevalle waar leerlinge uitdagende omgewings faktore beleef, terwyl geen beduidende verhouding tussen intensie en leerlingskapprestasie waarneembaar was in die afwesigheid van omgewingsbeperkings nie. Voorstelle is gemaak met betrekking tot ‘n intervensie wat poog om leerders se intensie te verhoog. Twee benaderings naamlik joernaal oefeninge en interaktiewe werkswinkels is voorgestel. Die doel van hierdie benaderings is om aan leerlinge leiding te gee met die identifisering van uitdagings wat moontlik hul sukses in die leerlingskap program kan inhibeer. Met die doelbewuste besluit om hierdie uitdagings te oorkom ontwikkel leerders interne bemagtiging wat hul in staat sal stel om die eerste tree te neem om die armoede siklus te oorkom.

Thesis (MComm)--Stellenbosch University, 2013. / ENGLISH ABSTRACT: Commericial organizations operate in a free-market economic system. The goal of commercial organizations in a free-market economic system is to utilise scarce resources at their disposal to optimally maximise their profits. To achieve this goal, the human resources function is tasked with the responsibility to acquire and maintain a competent and motivated workforce in a manner that would add value to the bottom-line. The human resource management interventions are therefore a critical tool in regulating human capital in such a manner that it optimally adds value to the business. Personality tests are used in the world of work to determine individual differences in behaviour and performance. There was recently a dispute over the effectiveness of the use of personality tests in predicting job performance, but personality is nowadays regarded as a an influential causal antecedent in the prediction of job performance. From the first democratic elections held in 1994, greater demands have been placed on the cultural appropriateness of psychological testing in South Africa. The use of cross-cultural assessments in South Africa are therefore currently very prominent. The use of psychological tests, including personality tests, is now strictly controlled by legislation, including the Employment Equity Act 55 of 1998. In order to make informed decisions, industrial psychologists and registered psychology practitioners need reliable and valid information about the personality construct which will enable them to make accurate predictions on the criterion construct. This argument provides significant justification for the primary purpose of this study, namely an equivalence and invariance study of the second edition of the Fifteen Factor Questionnaire (15FQ +) in a sample of Black, Coloured and White South Africans. Bias in psychological testing can be described as ‘troublesome’ factors that threaten the validity of cross-cultural comparisons across different groups e.g., ethnic groups (Van de Vijver & Leung, 1997). These factors can be caused by construct bias, method bias and/or item bias. It is therefore essential that the information provided by the test results must have the same meaning across all the various reference groups. This assumption necessitates evidence of equivalent and invariant measurements across different groups. Equivalence and invariance in this study is investigated by making use of Dunbar, Theron and Spangenberg (2011)'s proposed steps. Complete measurement invariance and full measurement equivalence is the last step and implies that the observed measurements can be compared directly between the different groups. / AFRIKAANSE OPSOMMING: Kommersiële Organisasies word bedryf in ‘n vrye-mark ekonomiese stelsel. Die doel van kommersiële organisasies is dus om skaars hulpbronne tot hul beskikking optimaal aan te wend ten einde wins te maksimeer. Daarom is dit belangrik vir die menslikehulpbron funksie om ‘n bevoegde en gemotiveerde werksmag te verkry en in stand te hou op ‘n wyse wat waarde tot die onderneming byvoeg. Dit is daarom uiters belangrik om die regte menslikehulpbron intervensies in organisasies te implementeer om die menslike kapitaal so te reguleer dat hulle optimaal waarde tot die onderneming byvoeg. Persoonlikheidstoetse word gebruik in die wêreld van werk om individuele verskille in gedrag en werksprestasie te bepaal. Daar was onlangs ‘n dispuut oor die effektiwiteit van persoonlikheidstoetse se gebruik in die voorspelling van werksprestasie, maar persoonlikheid word hedendaags beskou as ‘n invloedryke oorsaaklike veranderlike in die voorspelling van werksprestasie. Vanaf die eerste demokratiese verkiesing van 1994 word daar sterker eise geplaas op die kulturele toepaslikheid van sielkundige toetse in Suid Afrika. Kruis-kulturele assesserings in Suid Afrika is daarom tans baie prominent. Die gebruik van sielkundige toetse, ingesluit persoonlikheidstoetse, word nou streng beheer deur wetgewing, onder andere die Wet op Gelyke Indiensneming 55 van 1998. Ten einde ingeligte besluite te kan neem, benodig bedryfsielkundiges en geregistreerde sielkundé praktisyns betroubare en geldige inligting oor die persoonlikheidskonstruk om hul in staat te stel om akkurate voorspellings van die kriteriumkonstruk te maak. Dit bied wesenlik die regverdiging vir die primêre oogmerk van hierdie studie, naamlik om ‘n ekwivalensie en invariansie studie van die tweede uitgawe van die Vyftien Faktor Vraelys (the Fifteen Factor Questionnaire, 15FQ+) op ‘n steekproef van Swart, Kleurling en Wit Suid Afrikaners te onderneem. Sydigheid in toetse kan beskryf word as ‘lastige’ faktore wat die geldigheid van kruis-kulturele vergelykings oor verskillende groepe (bv. Etniese groepe) bedreig (Van de Vijver & Leung, 1997). Hierdie faktore kan veroorsaak word deur konstruksydigheid, metodesydigheid en/of itemsydigheid. Dit is dus noodsaaklik dat die informasie wat verskaf word deur die toetsresultate dieselfde betekenis moet hê oor al die verskillende verwysingsgroepe. Hierdie aanname noodsaak bewyse van ekwivalente en invariante metings oor verskillende groepe. Ekwivalensie en Invariansie in hierdie studie word ondersoek deur gebruik te maak van Dunbar, Theron en Spangenberg (2011) se voorgestelde stappe. Volle ekwivalensie en invariansie is die laaste stap en impliseer dat waargenome metings oor verskillende groepe direk met mekaar vergelyk kan word.

Thesis (MComm)--Stellenbosch University, 2014. / ENGLISH ABSTRACT: The military is a unique working environment that poses several challenges to soldiers. These include numerous ambiguities, psychological stressors, physical demands and resource challenges. In order for the military to be successful, it is important to employ individuals who will be able to thrive in this environment. The theory of work adjustment proposes correspondence between an individual and his or her work environment. The military needs individuals who will fit well into the organisation and enhance its capabilities. The objective of this study was to explore the possible relationships between emotional intelligence, locus of control, self-efficacy, sense of coherence and work adjustment within a military sample. The data was collected from a sample of 295 members of the South African National Defence Force preparing for an international deployment. The descriptive statistics included 76,6% males and 23,4% females with the majority of respondents (292) from the South African Army (99%), while the other respondents (3) were from the South African Military Health Service (1%). Quantitative research techniques were employed to test the stated hypotheses. Emotional intelligence, locus of control, self-efficacy and sense of coherence were analysed as independent variables and work adjustment as the dependant variable. The findings supported the hypotheses, and relationships between emotional intelligence, locus of control, self-efficacy and sense of coherence were established. Contributions towards theory, literature, practice, labour, policies and military commanders are made. Recommendations for future research are also presented.

Thesis (MPhil)--Stellenbosch University, 2014. / ENGLISH ABSTRACT: Amid the climate change crisis of the 21st century, South Africa faces its own, tailor-made challenges. In its attempt to contribute to the global effort to mitigate climate change and achieve sustainable development, South Africa faces the challenge of a history steeped in cheap electricity - the curse of an abundance of coal. The municipality, as the lowest leg of governance, currently finds itself at a tough nexus, involving; municipal mandates to provide basic services; the possible financial risks of implementing RETs; the regulatory ambiguity surrounding electricity generation and distribution jurisdiction; and the necessary implementation of RETs as a means of addressing the growing risk of revenue loss from reduced electricity sales as consumers install their own RETs, and as a contribution to national climate change mitigation. This nexus is herein referred to as the ‘municipal dilemma’. This thesis, via a complex systems approach, explores the major barriers and policy opportunities in the implementation of renewable energy technologies (RETs) by municipalities embedded within the larger ambit of the South African government, as they attempt to address what the author has termed the ‘municipal dilemma’. What is especially interesting and relevant about a complex systems approach is the notion of learning and therefore adaptability. In light of municipalities and their role in the South African context, the notion of systems learning affords a unique perspective into the municipal dilemma and means of overcoming it. From a literature analysis of policy, through to a specific case study of Hessequa municipality, this study sought to assist municipalities in addressing this dilemma. South Africa’s energy and municipal management policies starting from the Constitution, is found to be conducive to the growth of RETs. Furthermore, there are clear channels through which municipalities can engage with these new technologies to address the municipal dilemma. What is seen to hinder this process is a web of institutional, political and regulatory barriers stemming from the over-politicization of the country’s energy sector - a direct result of a long history entrenched in coal-fired electricity generation. What was found lacking in the South African energy debate was the perspective of the municipality itself, which is ultimately tasked with catering for the energy needs of South African citizens while participating in national efforts. The notion that municipalities are best positioned to be influential in the growth of RETs is reinforced by the literature explored and through a complex systems approach. To effectively play their role, municipalities must: (a) be creative and bold in their development of appropriate policies to support RETs; (b) align their efforts with provincial and national programmes and simultaneously influence these programmes through municipal experience; (c) take advantage of systems in place, such as the Integrated Development Plan (IDP) process, to gradually build capacity within the municipality to manage increasingly complex RET implementation; (d) develop long-term strategies which, as per the tenets of complex systems theory, must feed from and into the ever-changing national and global landscape. This thesis posits that the municipal dilemma not only needs to be addressed, but offers the municipality a unique opportunity to rethink its role in the South African context. It has been found that a conducive regulatory environment is on the rise in the South African energy context. This environment, however, still requires much input from municipalities which are well positioned to offer direction to the policy creation process. In doing so, municipalities not only address the municipal dilemma, by also take their place as custodians of sustainable development. / AFRIKAANSE OPSOMMING: Te midde van die krisis van die 21ste eeu, naamlik die uitdaging van klimaatverandering, staar Suid-Afrika sy eie, unieke uitdagings in die gesig. Met die nodigheid om by te dra tot die globale poging om klimaatsverandering te versag en volhoubare ontwikkeling mee te bring, is Suid-Afrika gekonfronteer met die uitdaging van 'n geskiedenis ‘ryk’ in goedkoop elektrisiteit - die vloek van 'n oorvloed steenkool. Hierdienooreenkomstig bevind die munisipaliteit, as die laagste been van regering, homself in 'n moeilike krisispunt, naamlik die handhawing van die grondwetlike mandaat om basiese dienste te verskaf, en om ekonomiese ontwikkeling te verseker, maar tog by te dra tot die land se volhoubare ontwikkeling. Dit is uiters moeilik om alle aspekte genoegsaam aan te spreek, en hierna word verwys as die munsipale dilemma. Ter oorweging van die munisipaliteit as ingebed in 'n groter stelsel, naamlik die Suid-Afrikaanse konteks, en met 'n komplekse stelselsbenadering om die munisipale dilemma aan te spreek, ondersoek hierdie tesis die groot struikelblokke tot, en beleidsgeleenthede vir, die implementering van hernubare energietegnologie deur munisipaliteite. In terme van die komplekse stelsels benadering is veral belangrik die opvattings van leer en dus aanpasbaarheid van die stelsels en hul relevansie vir die Suid-Afrikaanse konteks. Uit 'n ontleding van die beleidsliteratuur, en deur ‘n spesifieke gevallestudie van Hessequa munisipaliteit, poog hierdie studie om munisipaliteite te help in die aanspreek van hul dilemma. Daar is gevind dat Suid-Afrika se energie- en munisipale bestuursbeleid, vanaf die Grondwet, die groei van hernubare energietegnologie bevorder. Verder is daar duidelike kanale waardeur munisipaliteite betrokke kan raak by hierdie nuwe tegnologie ten einde die munisipale dilemma aan te spreek. Hierdie proses word wel verhinder deur 'n web van institusionele, politieke en regulatoriese hindernisse, wat spruit uit die oorverpolitisering van die land se energie-sektor; 'n direkte gevolg van 'n lang geskiedenis verskans in steenkool-aangedrewe opwekking van elektrisiteit. Wat ontbreek in die Suid-Afrikaanse energie-debat is die perspektief van die munisipaliteit self, wat uiteindelik getaak is met die adressering van die behoeftes van die Suid-Afrikaanse samelewing, met gelyktydige deelname aan nasionale pogings. Die plaaslike en globale gevallestudies lig talle gemeenskaplike temas uit en vorm die basis van die gevolgtrekkings van hierdie tesis. Die idee dat munisipaliteite die beste geposisioneer is om invloedryk te wees in die groei van hernubare energietegnologie word versterk deur die literatuur ondersoek en deur middel van 'n komplekse sisteem benadering tot die gevallestudies. Om effektief te wees in hul rol, moet munisipaliteite (a) kreatief en dapper wees in hul ontwikkeling van toepaslike beleide om dié tegnologieë te ondersteun; (b) hul pogings in lyn bring met provinsiale en nasionale programme en terselfdertyd hierdie programme beïnvloed deur munisipale ervaring; (c) voordeel trek uit stelsels wat reeds in plek is om geleidelik kapasiteit op te bou binne die munisipaliteit om die toenemend komplekse hernubare energie implementering te bestuur; en (d) langtermyn strategieë ontwikkel in die steeds veranderende nasionale en internasionale landskap. Hierdie tesis postuleer dus dat die munisipale dilemma nie net aangespreek moet word nie, maar bied die munisipaliteit 'n unieke geleentheid om sy rol in die Suid-Afrikaanse konteks te heroorweeg. Wat bevind is, is dat toepaslike beleid reeds bestaan en dat munisipaliteite hul plek kan inneem as bewaarders van volhoubare ontwikkeling.

Thesis (MComm)--Stellenbosch University, 2014. / ENGLISH ABSTRACT: This study arose from a high need to determine the factors contributing to leader effectiveness in South African organisations by identifying the determinants thereof. The purpose of the study furthermore was to identify the determinants of unethical and counterproductive behaviours in the workplace. There is a belief that leaders should set aside ethical standards to succeed in the rough-and-tumble world of business. In contrast, evidence has revealed that ethical leaders can frequently be seen as more effective in organisations. Since the purpose of this study was to examine factors contributing to perceived leader effectiveness within South African organisations, the relationship between perceived effective leadership, ethical climate, organisational justice, ethical leadership and core ethical values was investigated. The aim was to provide further theoretical and empirical evidence that effective ethical leadership can be realised through instilling an ethical organisational climate in which integrity, altruism and fairness are exhibited and encouraged. A theoretical model was developed to explain the structural relationships between the latent variables and effective leadership within organisations. Substantive hypotheses were formulated in order to determine the validity of the propositions made in the literature review, with the objective of testing the proposed ethical climate structural model. The sample was selected from of employees of a large retail company mainly situated in the Western Cape but with branches all over South Africa and in the rest of Africa. The selection consisted of 224 first-line and middle management employees. Each of the respondents completed the Leader Effectiveness Questionnaire (LEQ), the Ethical Climate Scale (ECS), the Justice Scale, the Leadership of Ethics Scale (LES), the Revised Behavioural Integrity Scale (BIS-R) and Langley’s Value Scale. The hypotheses and the structural model were empirically tested using various statistical methods. Reliability analysis was completed on all the measurement scales and satisfactory reliability was found. The content and structure of the measured constructs were examined by means of confirmatory factor analysis and the results indicated that good fit was achieved for all the refined measurement models. Structural Equation Modelling (SEM) was subsequently used to determine the extent to which the conceptual model fitted the data obtained from the sample and to test the relationships between the constructs. The results revealed that integrity and altruism have a direct and positive influence on ethical leadership. Support furthermore was found for the influence of ethical climate on leader effectiveness. The results however indicated that support could not be found for the relationship between organisational justice and leader effectiveness. Conversely, it was found that ethical leadership has a direct and positive influence on leader effectiveness. In addition, organisational justice also exhibited a positive influence on ethical climate. On the other hand, ethical leadership did not have a positive influence on ethical climate. Finally, support was found for the influence of ethical leadership on organisational justice. Final conclusions were drawn from the results obtained and recommendations for future research are made. / AFRIKAANSE OPSOMMING: Hierdie studie het ontstaan uit ‘n dringende behoefte om die faktore wat bydra tot leier-doeltreffendheid in Suid-Afrikaanse organisasies te bepaal, deur die determinante daarvan te identifiseer. Verder was die doel van die studie om die determinante van onetiese en teenproduktiewe gedrag in die werkplek te identifiseer. Daar is ʼn bewering dat leiers hul etiese standaarde eenkant toe moet skuif om in die hedendaagse besigheidswêreld suksesvol te wees. In teendeel is dit egter bewys dat etiese leiers in organisasies dikwels as meer effektief beskou kan word. Met die doel van hierdie studie om die faktore te bestudeer wat bydra tot waargenome leier doeltreffendheid in Suid-Afrikaanse organisasies, is die verwantskap tussen waargenome leier doeltreffendheid, etiese klimaat, organisatoriese geregtigheid, etiese leierskap en kern etiese waardes in hierdie studie ondersoek. Die studie het gepoog om addisionele teoretiese en empiriese bewyse te lewer dat etiese leiers die persepsie van doeltreffende leierskap indirek kan beïnvloed deur die skep van ‘n etiese organisasieklimaat waarin integriteit, altruisme en billikheid ten toon gestel en bevorder word. ‘n Teoretiese model is ontwikkel om die strukturele verwantskappe tussen die latente veranderlikes en doeltreffende leierskap in organisasies te verklaar. Substantiewe hypotheses is geformuleer om sodoende die geldigheid van die voorspellings uit die literatuurstudie te bepaal. Die doel hiervan was om die voorgestelde etiese klimaat strukturele model te toets. Die steekproef het bestaan uit werknemers van ‘n groot kleinhandel maatskappy wat hoofsaaklik in die Wes-Kaap geleë is, maar takke regoor Suid-Afrika en in die res van Afrika het. Die steekproef is saamgestel uit 224 eerste-vlak en middel-bestuur werknemers. Elke respondent het die Leader Effectiveness Questionnaire (LEQ), die Ethical Climate Scale (ECS), die Organisational Justice Scale, die Leader of Ethics Scale (LES), die Revised Behavioural Integrity Survey (BIS-R) en die Altruism Scale ingevul. Die hipoteses en die strukturele model is empiries getoets met behulp van verskeie statistiese metodes. Betroubaarheidanalise is op al die metingskale uitgevoer en bevredigende betroubaarheid is gevind. Die inhoud en struktuur van die gemete konstrukte is deur middel van bevestigende faktor-ontledings ondersoek en die resultate het aangedui dat integriteit en altruisme ‘n direkte en positiewe invloed op etiese leierskap het. Ondersteuning is ook gevind vir die invloed van etiese klimaat op leier doeltreffendheid. Die resultate het egter aangedui dat ondersteuning nie vir die verband tussen organisatoriese geregtigheid en leier doeltreffendheid nie gevind kon word. Daarteenoor is daar gevind dat etiese leierskap ‘n direkte en positiewe invloed op leier doeltreffendheid het. Boonop het organisatoriese geregtigheid ook ‘n positiewe invloed op etiese klimaat getoon. Daarteenoor het etiese leierskap nie ‘n positiewe invloed op etiese klimaat gehad nie. Laastens is ondersteuning gevind vir die invloed wat etiese leierskap op organisatoriese geregtigheid het. Finale gevolgtrekkings is afgelei van die resultate wat verkry is en aanbevelings is vir toekomstige navorsing gemaak.

Thesis (MComm)--Stellenbosch University, 2014. / ENGLISH ABSTRACT: The increasing demand for client-services in a highly competitive business environment has resulted in a substantial increase in the number of call centres in South Africa and worldwide (Carrim, Basson & Coetzee, 2006). Within the call centre industry, turnover intentions have been identified as one of the most pressing problems in terms of cost and productivity. This research suggests that the exploration and then the alteration of job resources and job demands will help elicit factors that foster engagement and will help lessen and/or alleviate burnout experiences. This in turn will help to decrease turnover intentions in the South African call centre industry. This research attempts to investigate the proposed relationships between the constructs in a structural model. The literature review defines turnover, turnover intention, engagement, burnout as well as job demands and job resources, using the Job Demands- Resources model. It also discusses the importance for organisations to understand employees’ turnover intentions. The literature review aims to portray that there are relationships between the five constructs. The current research was conducted in 5 inbound/outbound South African call centres. The sample was comprised of 122 participants and a non-probability sampling technique, convenience sampling was utilized. A self-developed Biographical Questionnaire, the Utrecht Work Engagement Scale (UWES) and the Maslach Burnout Inventory Questionnaire (MBI) were used as measuring instruments. Job demands and job resources using the Work Design Questionnaire (WDQ) by Morgeson and Humphrey (2006) were used as well as a Turnover Intentions Questionnaire developed by Roodt (2004) cited in Adam and Roodt (2008). A reliability analysis was done to assess the measurement properties of the respective measures, and all scales showed highly acceptable reliability. The data wereanalysed using the soft approach to Structural Equation Modeling that is Partial least squares path modeling. The results indicate that all of the relationships tested are significant. A model testing engagement and burnout as mediators were also investigated. Both relationships were insignificant hence engagement is a mediator between job resources and intention to quit and burnout a mediator between job demands and intention to quit. This was also confirmed by two separate Sobel tests (Sobel, 1982). This study adds to existing literature on job resources, job demands, engagement, burnout and intention to quit by providing insights into the relationships among these constructs. This study also provides call centres with valuable information for the development and/or alterations of working conditions aimed at mitigating turnover behavior and maximizing organizational outcomes through an engaged workforce. / AFRIKAANSE OPSOMMING: Die toenemende vraag na kliënt-dienste, in 'n hoogs mededingende sakeomgewing, het gelei tot 'n aansienlike toename in die aantal van oproep-diens sentrums in Suid-Afrika asook die wêreld (Carrim, Basson & Coetzee, 2006). Intensie om te bedank is geïdentifiseer as een van die mees dringende probleme in terme van koste en produktiwiteit, binne oproepsentrums. Hierdie navorsing dui daarop dat die eksplorasie en die verandering van werkbronne met betrekking tot die werksomgewing en werkvereistes; sal faktore ontlok wat kan aanleiding gee tot die verbintenis betrokkenheid van personnel, en sal ook help om uitbranding ervarings te verminder of om te verlaag. Dit op sy beurt sal meerbring dat intensie om te bedank dus verlaag word binne die Suid-Afrikaanse oproepsentrum-bedryf. Hierdie navorsing poog om die voorgestelde verwantskap tussen die konstrukte in 'n strukturele model te ondersoek. Die literatuuroorsig definieer omset, intensie om te bedank, verbetenis, uitbranding sowel as werkvereistes en werkbronne, met die hulp van die werk-eise model. Dit bespreek ook die belangrikheid vir organisasies om werknemer omset bedoelings te verstaan. Die literatuuroorsig poog om die verwantskap tussen die vyf konstrukte te illustreer. Die huidige navorsing was gedoen by 5 inkomende/uitgaande Suid- Afrikaanse oproepsentrums. Eenhonderd twee en twintig (122) deelnemers was in die navorsing gebruik en 'n nie-waarskynlikheidsteekproefneming tegniek, gerieflikheidsteekproef was benut. 'n Self-ontwikkelde biografiese vraelys, die Utrecht Werksbegeesteringskaal (UWES) en die Maslach Uitbrandingsvraelys (MBI) was as meetinstrumente gebruik. Werkvereiste en werkbronne was gemeet deur die werk Ontwerp vraelys (WDQ) wat deur Morgeson en Humphrey (2006) ontwikkel is, addisioneel tot die voorafgaande was omset bedoelings vraelyste wat deur Roodt (2004) ontwikkel is soos aangehaal in Adam en Roodt (2008). 'n Betroubaarheid analise is gedoen om die meting eienskappe van die onderskeie maatreëls te evalueer, en daar is bevind dat al die skale hoogs aanvaarbare betroubaarheid toon. Die data is ontleed met gebruik van die sagte benadering tot strukturele vergelykingsmodellering wat PLS modellering. Die resultate dui daarop dat al die verhoudings wat getoets was betekenisvol is. 'n Model toets verbintenis en uitbranding as bemiddelaar is ook ondersoek. Beide verhoudings was onbeduldende daarom is verbintenis ‘n bemiddelaar tussen werkbronne en voorneme om te bedank en uitbranding 'n bemiddelaar tussen werk eise en intensie om te bedank. Dit is ook bevestig deur twee afsonderlike Sobel toetse (Sobel, 1982). Hierdie studie dra by tot die bestaande literatuur oor werkbronne, werkwerkvereistes, uitbranding en intensie om op te bedank deur die verskaffing van insigte in die verhoudings tussen hierdie konstrukte. Hierdie studie bied ook vir oproepdiens-sentrums waardevolle inligting vir die ontwikkeling en/of verandering van werksomstandighede wat daarop gemik is om die veranderende opset van omset gedrag en om optimale uitkoms van verandering vir die organisasie deur 'n betrokke werksmag te benut.