The purpose of this study is to enhance service quality research by examining whether hotel employees attitudes, motivations and behaviors had an effect on perceived service quality. In the recent years, interests in service marketing and practice have become of great importance. The role of the individual service employee has become paramount to the service delivery process (Singh, 2000). The attitudes and behaviors of contact employee's have been empirically tested to influence a customer's perception of service quality (Bowen and Schneider, 1985). Formulating efficient and valued services requires an understanding of employee attitudes, abilities, behaviors, and motivational factors that affect performance outcomes (Bowen and Schneider, 1985; Bitner, 1990; Hartline and Ferrell, 1996). A conceptual framework was developed and data were gathered from one 4- Diamond hotel in South Florida. A questionnaire was distributed on site by the manager to 225 service employees. 184 responses were ultimately used for analyzing, which resulted in an 81% response rate. The proposed model was specified as an individual level analysis. The data first provided descriptives to of the sample, followed by a series of confirmatory factor analyses to check the construct validity of the measurement model for validity and reliability. Overall, the results of the proposed path model were supported. The relationship between performance goal orientation and employee job satisfaction and self-efficacy and performance orientation were the only hypotheses not support. With the goal of finding the most parsimonious model, a revised model was developed eliminating the unsupported hypothesized paths. It was concluded that the data did not fit any better, indicating that the proposed model had the best fit. This study identified that learning and performance goal orientations effects on perceived service quality were mediated by selfefficacy and they had both direct and indirect influences on each other, with the indirect path being stronger. In order to ensure validity of the revised model, an alternative revised model was developed that tested only the direct paths, eliminating the indirect path of self-efficacy. The data fit was not as good as the proposed and revised models. Therefore, it was concluded, that the proposed model maintained the best fit. These study findings were supported by prior research studies. Recommendations for future research, as well as, theoretical and practical implications were discussed.

This dissertation draws from the fields of history, sociology, psychology, moral philosophy, and organizational theory to establish a theoretical connection between a social/organizational influence (Ethical Work Climate) and an individual cognitive element of moral behavior (moral awareness). The research was designed to help fill a gap in the existing literature by providing empirical evidence of the connection between organizational influences and individual ethical choices, which has heretofore largely been merely assumed. Additional aspects of moral behavior beyond moral judgment, as suggested by the Four Component Model (Rest, 1994) were investigated. Extensively relying on the work of Victor and Cullen (1987, 1988), Rest (1979, 1986, 1994), and Blum (1991, 1994), seven hypotheses were formulated and tested to determine the nature of the direct relationship between the organizational level Ethical Work Climate and individual level moral awareness, and that relationship as moderated by four demographic and individual variables. Seven of the climate types identified by Cullen, Victor, and Bronson (1993) were replicated in the present study. All three of the hypotheses pertaining to the direct relationship between Ethical Work Climate and moral awareness were supported, as were three of the four hypotheses related to the moderating variables. These results provide evidence that Ethical Work Climate is a primary predictor of individual moral awareness, and that social influence often overrides the effects of individual differences is a work group setting. Implications for future research are provided. / Ph. D.

Dissertation.

The key to production effectiveness lies in the optimal utilisation of the organisations own employees. This has been accomplished by changing the power structure within organisations with the introduction of self-directed work teams. In addition to carrying out the work, SDWT members make decisions that are traditionally the jurisdiction of first line supervisors. This method of management and work planning can lead to added stress and behaviour not anticipated from employees. This behaviour, if not addressed, may have a debilitating effect on the team's performance and therefore on the organisations' bottom line. To address this behaviour, the specific causes must first be identified. The pressure within the teams of a gold mine is increased due to the fact that one day's loss of production can cost hundreds of thousands of rand. The objective of the research was to determine what causes certain dysfunctional behaviours in self-directed work teams, and the effect this has on the workplace and performance. A qualitative study was done whereby a single group of subjects was obtained. This group consisted of 40 subjects (N=40). Three different work groups were part of the case study. These groups were observed in the workplace, the group's interactions with other members in the group were observed, and the group's interactions with leadership figures were observed, and finally individual members participated in unstructured interviews in order to identify the experience of members in the work groups and also to discover what elements contributed to the dysfunctional behaviour identified in the workplace. Data from interviews was used to develop major groupings, or general classifications of broad categories of themes, where a theme is a recurrent topic of discussion or often mentioned key factor with regards to behaviour. Information was also gathered by observing individuals in their places of work. The results showed that the factors, which were most frequently sited, were the issues of contradictory demands and control (leadership). Another factor considered important by all role players was relationships. Other influences identified, but of less importance, were support, trust and communication, cultural diversity, role clarity and finally, individual needs. By way of conclusion, recommendations for future research are made. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2006.

The key to production effectiveness lies in the optimal utilisation of the organisations own employees. This has been accomplished by changing the power structure within organisations with the introduction of self-directed work teams. In addition to carrying out the work, SDWT members make decisions that are traditionally the jurisdiction of first line supervisors. This method of management and work planning can lead to added stress and behaviour not anticipated from employees. This behaviour, if not addressed, may have a debilitating effect on the team's performance and therefore on the organisations' bottom line. To address this behaviour, the specific causes must first be identified. The pressure within the teams of a gold mine is increased due to the fact that one day's loss of production can cost hundreds of thousands of rand. The objective of the research was to determine what causes certain dysfunctional behaviours in self-directed work teams, and the effect this has on the workplace and performance. A qualitative study was done whereby a single group of subjects was obtained. This group consisted of 40 subjects (N=40). Three different work groups were part of the case study. These groups were observed in the workplace, the group's interactions with other members in the group were observed, and the group's interactions with leadership figures were observed, and finally individual members participated in unstructured interviews in order to identify the experience of members in the work groups and also to discover what elements contributed to the dysfunctional behaviour identified in the workplace. Data from interviews was used to develop major groupings, or general classifications of broad categories of themes, where a theme is a recurrent topic of discussion or often mentioned key factor with regards to behaviour. Information was also gathered by observing individuals in their places of work. The results showed that the factors, which were most frequently sited, were the issues of contradictory demands and control (leadership). Another factor considered important by all role players was relationships. Other influences identified, but of less importance, were support, trust and communication, cultural diversity, role clarity and finally, individual needs. By way of conclusion, recommendations for future research are made. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2006.

Forskning visar att ledares förväntningar på medarbetarna är betydelsefullt för att skapa ett gott arbetsklimat, trots detta är forskningsområdet relativt outforskat. Denna studie syftar till att undersöka ledares förväntningar på medarbetare, utifrån hur medarbetarna kan bidra till ett gott arbetsklimat. Studien utfördes genom semistrukturerade intervjuer med 8 ledare, med ett åldersspann på 34-55 år, det var fem män och tre kvinnor. Det insamlade materialet meningskoncentrerades och analyserades med en narrativ metod. Resultatet visade att ledare kan tydliggöra sina förväntningar på sina medarbetare genom tydlig kommunikation, delaktighet och uppföljning. Resultatet visade även att de faktorer som ledarna beskrev som viktiga för arbetsklimatets framtid var; att ge feedback, att ha målfokus, att ta ansvar för arbetsklimatet och att tydliggöra förväntningar.Slutsatsen blev att det finns ett behov av att tydliggöra de förväntningar som ledarna har på sina medarbetare. Det visade också att involvera medarbetarna i arbetsklimatarbeten och att skapa en medvetenhet om ett gemensamt ansvar för arbetsklimatet kan vara ett betydelsefullt sätt att göra detta.

Under de senaste 20 åren har det blivit vanligare att organisera verksamheter i team. Upplevelsen av att arbeta team skiljer sig mellan individer, team och verksamheter. Tidigare forskning har främst fokuserat på hur vårdpersonal upplever teamarbete. Syftet med denna studie var att undersöka personalens upplevelse av teamarbete och hur det påverkar arbetsklimatet i kommunal verksamhet. 12 kommunanställda intervjuades om deras upplevelse av teamarbete. Den insamlade datan analyserades, av en fenomenologiinspirerad, forskningsanalys som kallas för EPP-metoden. Upplevelsen av teamarbete beskrivs utifrån de tre abstrakta teman (1) Socialt klimat, (2) Arbetsprocess samt (3) Arbetsstruktur. Studiens resultat visade att majoriteten av personalen upplevde teamarbete inom den kommunala verksamheten som positiv samt att deras upplevelse av hur teamarbete påverkar arbetsklimatet var bra. Resultatet stämmer väl överens med tidigare forskning gällande teamarbetets positiva aspekter och även hur det påverkar arbetsklimatet.

Innovation is crucial for the long-term survival of MNEs. Especially, in small nations like the Netherlands, innovation is important to be competitive in the international market. The innovative capacity of MNEs dependents on each employee’s ability to act in an innovative type of way, which makes it essential to enhance employee innovative behaviour. A participative leadership style is one way of enhancing employee innovative behaviour. This relationship could be strengthened by different work climates. This thesis investigates a pro-active and risk-taking work climate because those climates have similar characteristics as a participative leadership style. The purpose of this thesis is to explain the relationship between participative leadership and employee innovative behaviour, and how this relationship is contingent on a risk-taking and pro-active work climate in the context of Dutch MNEs. The research is done through a quantitative method by sending a survey to five Dutch MNEs, active in different branches. The results show a positive significant relationship between participative leadership and employee innovative behaviour, and a positive significant moderating effect of a pro-active work climate on this relationship. Besides, only when certain departments are selected, a positive significant moderating effect of a risk-taking work climate is found. This thesis contributes to the literature by showing a positive significant direct effect of participative leadership on employee innovative behaviour. Moreover, this thesis investigated a pro-active and risk- taking work climate as moderating variables on this relationship which has not been done before.

No description available.

Our understanding of what factors contribute to the success of human service organisations is limited. Social workers often occupy leadership roles in such organisations, and so research is needed on how leadership influences success. This study explored how staff at a care home for older people perceive factors important for creating success, and the function of leadership. A case study design was adopted employing a qualitative approach, with data collected using semi-structured interviews. A care home identified as something out of the ordinary was chosen as the field site and three care staff and the care home manager selected as participants. A qualitative analysis indicated that a work environment characterized by solidarity generated resilience and satisfaction among staff. A focus on the residents, an innovative work approach and a visible, honest and accommodating manager were factors perceived as vital for creating success. / Vår förståelse för vilka faktorer som bidrar till framgång för människobehandlande organisationer är begränsad. Socionomer innehar ofta ledande roller inom dessa organisationer, därmed behövs forskning om hur ledarskapet påverkar framgång. Denna studie undersöker hur personal på ett vård- och omsorgsboende för äldre beskriver faktorer som är viktiga för att skapa framgång, samt funktionen av ledarskap. En fallstudiedesign användes vilken utgick från en kvalitativ ansats där datamaterialet samlades in genom semistrukturerade intervjuer. Ett vård- och omsorgsboende vilket utmärkt sig som något utöver det vanliga valdes som plats för studien och tre ur vård- och omsorgspersonalen samt enhetschefen valdes som deltagare. Kvalitativ analys visade att en arbetsmiljö som kännetecknas av solidaritet genererade motståndskraft och tillfredsställelse bland personalen. Fokus på de boende, ett innovativt arbetssätt och en synlig, ärlig och tillmötesgående enhetschef var faktorer som uppfattades avgörande för att skapa framgång.