The purpose of this thesis was to examine the mediating effects of job-related negative emotions on the relationship between workplace aggression and outcomes. Additionally, the moderating effects of workplace social support and intensity of workplace aggression are considered. A total 321 of working individuals participated through an online survey. The results of this thesis suggest that job-related negative emotions are a mediator of the relationship between workplace aggression and outcomes, with full and partial mediation supported. Workplace social support was found to be a buffering variable in the relationship between workplace aggression and outcomes, regardless of the source of aggression (supervisor or co-worker) or the source of the social support. Finally, intensity of aggression was found to be a strong moderator of the relationship between workplace aggression and outcomes.

Purpose - The purpose of this thesis was to explain the influence of organizational commitment on employee turnover within the audit industry.  Design/methodology/approach - The thesis has a quantitative methodology, and a deductive and explanatory approach. Hierarchical regressions were used to investigate data gathered through a survey.  Findings - The main results revealed that all dimensions of organizational commitment had a negative relation to turnover intentions, where affective commitment was the strongest predictor. Career opportunities had a positive relation to affective commitment and sense of obligation had a positive relation to normative commitment.  Research limitations - The study was performed during the busy season and the Covid-19 pandemic, which potentially could have impacted the results. Snowball sampling was used, which means the non-response rate and the population could not be determined.  Practical implications - Since affective commitment was the strongest dimension to explain turnover intentions, organizations should mainly focus on strategies related to that dimension in order to avoid undesired employee turnover.  Originality/value - This thesis has tested all three dimensions of organizational commitment among audit assistants in Sweden. While previous research has mainly focused on the affective dimension and a mixture of occupational groups within the accounting sector.

Between 2003 and 2011, 1.2 million U.S. workers were laid off every year. Some organizational leaders of information technology/telecommunications organizations lack strategies to improve affective commitment to the organization after downsizing events. The strains of overwork, organizational changes, anxiety over job insecurity, and lack of choice often result in physical illness, emotional trauma, and extreme disengagement termed survivor syndrome. The purpose of this single case study was to explore strategies organizational leaders in the Midwest United States in information technology/telecommunications organizations used to improve affective commitment to the organization after downsizing. The conceptual framework was Herzberg's 2-factor theory. Data were collected via semistructured interviews, retention records, and organizational documents specific to postdownsizing activities. Data were compiled, disassembled, and reassembled into patterns and themes. The data revealed 4 themes: internal communications, organizational support, training, and employee manager relationships. The findings suggested establishing a formalized strategy to support survivors of corporate downsizing is needed to ensure consistency throughout the company. This research might contribute to social change within the organization by identifying and providing strategies to improve affective commitment to the organization after a downsizing event, which might lead to better individual and organizational performance and decrease residual employee turnover. This research could also contribute to social change by stabilizing the emotional state of the employee and removing a source of family instability.

Research shows that strong CSR practices have a positive impact on organizational commitment which is crucial when employees are faced with negative events in the organization. Therefore, it is crucial for organizations to adopt CSR practices to retain engaged employees as they are less likely to engage in behaviors disadvantageous to the organization when negative events occur. However, some organizations face difficulties balancing efficiency with sustainable practices and respond to the pressures of CSR by adhering to or actively resisting it. The aim of this study is to explore what employee withdrawal behaviors can be associated with organizations’ strategic responses to CSR. We operationalize this aim by conducting ten semi-structured interviews studying what behaviors employees adopt in reaction to events in the Swedish fast fashion industry. An analytical framework has been created and applied to the findings based on previous research on employee withdrawal behavior and organizations’ strategic responses to institutional pressures. The findings indicate that there is a higher likelihood amongst committed employees to potentially engage in withdrawal behaviors the more organizations actively resisted CSR as a practice. A new dimension of withdrawal behavior is added to complement previous research to ultimately provide inspiration for future research.

This research explores the relationship between job insecurity, organisational commitment and work engagement amongst staff in a tertiary institution. The research was conducted through computer-aided telephone interviews and self-completion techniques. Of the total population (N=4460), a proportion of survey participants (n=260) were selected using a two-stage stratified probability sampling technique, proportional to size, across the different departments. Three instruments were administered among the survey participants, namely the Job Insecurity Scale (JIS), the Organisational Commitment Questionnaire (OCQ) and the Utrecht Work Engagement Scale (UWES). On the basis of the outcome of the study, a theoretical relationship was determined between job insecurity (JIS), organisational commitment (OCQ) and work engagement (UWES). An empirical study provided evidence on the relationship that exists between the three concepts. The results revealed that a statistically significant relationship exists between JIS and OQC as well as UWES, although the relationship is positive and weak (r=.286** for OCQ; r=.270** for UWES). These results are incongruent with previous studies and might suggest that previous studies failed to examine whether the nature and strength of the relationships between job security and its outcomes are different in situations with different levels of insecurity or threat. However, further analysis revealed a statistically significant relationship between some of the subscales. For instance, a positive statistically significant relationship was observed between perceived powerlessness and affective commitment (r=.304**), vigour (r=.346**), dedication (r=.350**) and absorption (r=.279**). The results imply that as participants feel insecure about the various job features and the job as a whole, they simultaneously express their commitment and energy as well as dedication to their work responsibilities and the organisation. / Industrial and Organisational Psychology / M.A. (Industrial & Organisational Psychology)

The primary objectives of the study were as follows: (1) to explore the relationship between career anchors (as measured by the Career Orientations Inventory), organisational commitment (as measured by the Organisational Commitment Questionnaire) and turnover intention (as measured by a three-item questionnaire, developed by Mobley, Horner, and Hollingsworth, 1978); and (2) to determine whether employees from different gender, race, employment positions and age groups differ significantly in their career anchors, organisational commitment and turnover intention. A quantitative survey was conducted on a non-probability sample of 343 employed adults at managerial and general staff levels in the South African retail sector. The results of this study suggest that there was a significant but weak relationship between employees‟ career anchors and their organisational commitment. Career anchors were also found to be significantly related to organisational commitment and turnover intention; with entrepreneurial creativity, lifestyle and service/dedication to a cause career anchors being the best predictors of these two variables. The relationship between organisational commitment and turnover intention was significant and negative, with affectively and normatively committed participants being more likely to remain with the organisation (i.e. having lower turnover intentions). In addition, the findings indicate that although gender has no relationship with turnover intention, race, employment position and age do. African, general staff and 30 years and younger participants indicated higher intentions to leave the organisation. / Industrial & Organisational Psychology / M. Comm. (Industrial and Organisational Psychology)

Manufacturing support services, operating as call centres, are one of the fastest growing and preferred means of service delivery in today's ever-changing manufacturing environment. The call centre has a significant potential to provide support to manufacturing organizations with business intelligence captured during contacts with customers. Research has shown that affective commitment is of particular significance in the workplace since this has been found to have the greatest impact on individuals performance, on-work behaviour and ultimately organisational effectiveness (Porter, Steers & Boulian 1974, Sung 2007, Shum 2008, Herscovitch 2002, Gong 2009). Meyer and Allen (1991) define affective commitment as a measure of the employee's emotional attachment to the organisation, the strength of identification with the goals of the organisation and strength of commitment to its success and continuous improvement. However, call centres are mechanistic structure models represented by close monitoring of words, stressful working loads, emotional exhaustion and burnout, and minor empowerment of employees. As a result employees lack affective commitment which detrimentally influences the service quality and has consequences such as high employee turnover and low customer satisfaction. Mechanistic structures are inward oriented structures that must be shielded from the environment but call centres are outward-facing entities. This firmly implies that call centres must be given a certain form of organic structure that will stimulate affective commitment building among employees and improve work conditions. This study aims to identify that by the implementation of an organic structure, through a systems engineering approach, to the design of manufacturing support services, the affective commitment of front-line employees will significantly increase, and due to that significant, but often counter-intuitive, benefits can be created. Conducted on a multiple-case design, three organisations were selected in this research study to collect both qualitative and quantitative data. Results were analysed for each case individually before it was analysed on inter-case basis. This has been done to show differences and similarities in patterns of data across the case studies. Results from the research show that structuring call centres around the principles of systems thinking will produce an organically structured support services department that will improve employees working conditions, and will formally institute the integration of call centre with other business units in the manufacturing organisation. The cross-case comparison revealed significant improvement in employees affective commitment level using organic structure when contrasted with employees working under mechanistic structure designs. It was revealed that by leveraging employee s affective commitment that significant benefits can be created at different levels in the organisation; an employee s level, managerial level, customer level, and the overall business level. A novel methodology for organic structures implementation, as a value creating model, was formulated. The emerged methodology consists of six major tasks and a decision making criteria. Results from this research indicate that there is a need for manufacturing organisations to structure their support services departments following organic structures that could provide a rewarding working experience for their employees while achieving organisational goals. The study makes an explicit practical contribution for manufacturing organisations in the selection of proper support service design and contribute substantially to the theory about manufacturing support services structures and management.

L’objectif de ce mémoire est de comprendre l’impact de la justice organisationnelle sur l’engagement organisationnel des travailleurs du secteur des technologies de l’information et des communications (TIC). Afin d’étudier ce sujet, trois hypothèses de recherche ont été formulés à partir des théories suivantes : 1- la théorie des attentes d’Adams (1965), 2- la théorie de l’échange social de Blau (1964) et 3- la théorie de Leventhal (1980). La première hypothèse stipule que, toutes choses étant égales par ailleurs, la justice distributive fait augmenter l’engagement affectif des travailleurs du secteur des TIC. La seconde hypothèse indique que toutes choses étant égales par ailleurs, la justice procédurale fait augmenter l’engagement affectif des travailleurs du secteur des TIC. La dernière hypothèse énonce que toutes choses étant égales par ailleurs, la justice procédurale a un impact plus important sur l’engagement affectif des travailleurs du secteur des TIC que la justice distributive. Les données utilisées proviennent d’une enquête par questionnaires électroniques auprès de l’ensemble des nouveaux employés d’une entreprise d’envergure internationale du secteur des TIC ayant un établissement à Montréal. Les employés ont été sondés à trois reprises. Les résultats indiquent que la justice distributive fait augmenter l’engagement affectif auprès des travailleurs, ce qui appuie la première hypothèse. Ils démontrent également qu’il n’existe aucune relation statistiquement significative entre la justice procédurale et l’engagement affectif. Seule la justice distributive a un effet sur l’engagement affectif du travailleur. Les résultats montrent l’existence de relations significatives et positives entre trois des variables de contrôle et l’engagement affectif. Il s’agit de : 1- travail sous supervision, 2- soutien organisationnel perçu et 3- satisfaction intrinsèque. / The purpose of this thesis is to analyze the impact of organizational justice on the organizational commitment of workers in the Information Technology and Telecommunications (ITC) sectors. In order to investigate this subject, we have formulated three hypotheses based on the following three theories: 1- Adams’ theory of expectations (1965), 2- Blau’s social exchange theory (1964) and 3- Leventhal’s theory (1980). The first hypothesis states that distributive justice increases worker’s affective commitment. The second hypothesis stipulates that procedural justice increases worker’s affective commitment. The last hypothesis states that distributive justice has a stronger influence on worker’s affective commitment than procedural justice. In order to test our hypotheses, we used data from an electronic-questionnaire. This questionnaire was addressed to all new hires of a global company in the ITC sector based in Montreal. Employees were surveyed at three separate occasions. The findings of this study confirm one of the research hypotheses. Indeed, results show that distributive justice increases worker’s affective commitment. Results also demonstrate that there is no statistically significant relationship between procedural justice and affective commitment. Only distributive justice has an effect on workers’ affective commitment. Finally, results show the existence of a significant and positive relationship between three control variables and affective commitment. These are: 1- Supervised work experience, 2- Perceived organizational support and 3-Intrinsic satisfaction.

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Submitted by CARLA MARIA GOULART DE MORAES (carlagm) on 2015-05-20T12:37:54Z No. of bitstreams: 1 AlexiaHentges.pdf: 872410 bytes, checksum: e46c7736e872378a9b72ac7365dbe338 (MD5) / Made available in DSpace on 2015-05-20T12:37:54Z (GMT). No. of bitstreams: 1 AlexiaHentges.pdf: 872410 bytes, checksum: e46c7736e872378a9b72ac7365dbe338 (MD5) Previous issue date: 2011-07-13 / BB - Banco do Brasil / Muitos estudos já foram realizados em marketing de relacionamento no intuito de fortalecer os laços entre clientes e empresas. Nesse sentido a relação entre duas empresas (cliente/fornecedor) ou mercado B2B tem recebido atenção na literatura de marketing. Estes consumidores empresas costumam diferenciar-se nesta relação tendo em vista que na maioria das vezes suas aquisições de produtos e serviços são muito mais expressivas, tanto em quantidade quanto em valores. Assim estas relações são objeto deste estudo e foram analisadas no mercado bancário, buscando explicar a influência dos antecedentes da lealdade para as empresas clientes de bancos. Para isto foi proposto um modelo no qual foram estudados como antecedentes da lealdade: satisfação, comprometimento afetivo, valor percebido e confiança; e algumas variáveis moderadoras, como: custos de mudança, relacionamento com o gerente, preferência de canais, crédito, dependência e imagem, que foram avaliadas na relação direta com a lealdade e ainda como moderadoras da relação satisfação - lealdade. Foi utilizada a técnica de regressão linear múltipla para explicar a interação destes antecedentes na relação com a lealdade. A pesquisa se baseia em um survey do tipo transversal, sendo analisada uma amostra de 128 empresas do Rio Grande do Sul, que responderam a um questionário estruturado contendo as escalas dos constructos e as questões sobre o perfil das empresas. Os resultados principais mostraram que as variáveis que mais influenciaram a lealdade das empresas com seu principal banco foram: satisfação, comprometimento afetivo, imagem e dependência. E nos efeitos moderadores foi possível observar a interação dos custos de mudança, do relacionamento com o gerente e da dependência do cliente com a variável satisfação na sua relação com a lealdade, sendo que cada um desses efeitos foram testados de modo independente. Os coeficientes negativos para os termos de interação, representando os efeitos moderadores, revelaram que clientes que possuem altos custos de mudança, alta dependência ou um bom relacionamento com o gerente no seu principal banco não precisam ter uma satisfação tão elevada para manterem-se leais a este banco. / Many studies have been made about relationship marketing with the intention of straightening the bonds between companies and clients. But the relationship between two companies (client/supplier) or market B2B is worth of distinction. These consumer companies usually stand out at this relation, in the sense that most of the time their products and services purchases are greater, in amount and price wise. Therefore, these relationships are the objects of this study and have been analyzed in the banking market, trying to explain the influence of the predecessors of loyalty to companies that are bank clients. For that matter, it was proposed a model in which was studied as predecessors of loyalty: satisfaction, affective commitment, perceived value and trust; and some moderational variables as: switching cost, relationship with managers, channel preference, credit, dependency and image, that were evaluated in the direct relation with the loyalty and as moderators of the satisfaction ? loyalty relationship. It was used the multiple linear regression technique to explain the interaction of these predecessors in the relation with the loyalty. The research was based in a survey of the transversal kind, being analyzed a sample of 128 companies from Rio Grande do Sul, that answered a structured poll containing the constructors scales and the questions about the profile of these companies. The main results showed that the variables that were more influential in the companies loyalty with their main business bank were: satisfacion, affective commitment, image and dependency. And in the moderation effects it was possible to observe the intention of the change costs, the relationship with the manager and the client dependency with the satisfaction variable in the relation with the loyalty, being that each one of these effects were tested in an independent way. The negative coefficient in the interaction terms, representing the moderational effects, revealed that clients that have high change cost, high dependency or a good relationship with the manager at their main bank don't need to have a high satisfaction to keep themselves loyal to that bank.