Submitted in fulfillment of the requirements of the degree of Master of Technology: Commercial Administration, Durban University of Technology, Durban, South Africa, 2012. / Stress management is becoming more and more important as workloads increase. The World Health Organization (WHO, 2005:1-22) estimates that there will be a gradual rise in the number of people experiencing mental health difficulties in the workplace by the year 2020. Current trends indicate an emphasis on the employer's responsibility to provide services that meet their employees' mental health (WHO, 2005:1-22). International organizations such as the European Union and the World Health Organizations have thus been making recommendations about the measures that employers need to take to tackle workplace stress and promote employee wellbeing. Research indicates that employee wellbeing is determined both by an individual's personality and the context of the work situation. Employers can have a huge impact on employee wellbeing, by creating appropriate work demands, support and levels of control, effective communication and engagement, supportive leadership and management and by promoting activities that improve health and wellbeing. This research attempted to better understand the happy/productive worker thesis. The purpose of this study was to investigate the effects of job satisfaction on the wellbeing of administrative staff at the Durban University of Technology (OUT). A mixed methods approach was used to collect data in the form of questionnaires and semi-structured interviews from administrative staff on the six campuses of DUT. Analysis of results indicated that: job satisfaction significantly impacts on the wellbeing of employees; staff were unhappy with their work conditions and this subsequently led to physiological symptoms of stress and which in turn negatively impacted on the their health; and were experiencing many symptoms of burnout. Further investigation is needed to fully understand the predictors of burnout, i.e. the organizational and individual factors that impact burnout so that appropriate interventions may be put into place to increase employee wellbeing. / M

Dans le contexte de la globalisation croissante, les entreprises multinationales qui s’implantent à l’étranger ont un véritable défi à relever à l’heure actuelle et pour les années à venir : comment attirer et retenir des talents dans le cadre d’une compétition mondiale. L’enjeu est particulièrement fort en Chine dans un contexte de croissance rapide et de pénurie de talents. Le taux de turn-over au sein des entreprises multinationales en Chine est très élevé. Une mobilité fréquente des jeunes talents, au particulier les jeunes cadres qui circulent entre les entreprises étrangères est une vraie menace managériale. L’objectif de cette recherche est déterminer les meilleures pratiques de GRH et, tout particulièrement, de management des compétences qui permettent d’améliorer la fidélisation des jeunes cadres des multinationales. La fidélité se traduit par une faible intention de départ et une forte implication organisationnelle. Notre question de recherche est donc : Quels sont les facteurs qui influencent l’intention de départ des jeunes talents d’une part et leur implication organisationnelle d’autre part ? / In the context of increasing globalization, multinational companies set up abroad have a real challenge at present and for the near future: how to attract and retain talent in a global competition. This is particularly crucial issue in China, in a context of rapid growth and of talent shortage. The rate of turnover in multinational companies in China is very high. The frequent mobility of young cadres moving between foreign companies is a real managerial threat. The objective of this research is to determine the best HRM practices, and especially, the practices of management skills that improve the loyalty of senior executives of multinational companies. The loyalty is translated by a low intention to depart and a strong organizational implication. Therefore, our research question is: What are the factors that influence on the one hand, the intention to depart of the young talents, and the organizational implication on the other?

A dissertation submitted to the Faculty of Commerce, Law and Management, University of the Witwatersrand, Johannesburg, in fulfilment of the requirements for the degree of Master of Commerce. Johannesburg, South Africa, May 2016 / Since McKinsey and Company (1998) coined the term “the war for talent” (Axelrod, Handfield-Jones, & Welsh, 2001; Michaels, Handfield-Jones & Axelrod, 2001) in response to a lack of highly skilled and talented employees in the labour market and the need for organisations to compete for this limited talent pool, the topic of talent management has received a remarkable degree of practitioner and academic interest (Bhatnagar, 2007; Collings & Mellahi, 2009; Vaiman, Scullion & Collings, 2012). The scarcity of highly skilled and talented employees has resulted in a paradigm shift, with the “old reality” (people need companies) replaced by new business realities (companies need talented and highly skilled people). This has forced organisations to institute aggressive talent management policies, practices and strategies to attract, develop, and optimise the available talent in both the broader market place and specific industries. The effective management of highly skilled and talented employees has also emerged as a major source of competitive advantage for organisations, resulting in desirable consequences such as organisational commitment, employee engagement, job satisfaction, and lower turnover intentions. Based on this premise, this study sought to investigate the direct and indirect (mediated) relationship between employees’ perception of the organisation’s current talent management practices, organisational commitment, employee engagement, job satisfaction and their intention to quit the organisation. The mediating characteristics of organisational commitment, employee engagement, and job satisfaction on the relationship between the perceived talent management practices and employees’ intention to quit are also investigated. A cross-sectional, survey-based descriptive research design utilising quantitative research methods was adopted to acquire information and primary data needed for analysis. The study was carried out on highly skilled and talented employees (supervisors, line managers, senior managers and directors) of a multinational fast moving consumer goods (FMCG) food manufacturing company in South Africa. The target population of the research comprised of (N = 267) 267 employees of the surveyed organisation with a sample size of (N = 151) 151 respondents. A standardised questionnaire adapted from five instruments ̶ talent management practices (Human Capital Institute, 2008), organisational commitment (Allen & Meyer, 1990), employee engagement (Schaufeli & Bakker, 2003), job satisfaction (Weiss, Dawis, England, & Lofquist, 1967), and intention to quit (Arnold & Feldman, 1982) measured on a Likert type of scale was utilised to collect primary data. A non-probability sampling technique (convenience sampling) was used to collect primary data. The scales used in the study reported Cronbach Coefficient Alphas above the minimum recommended 0.70 margin (Field, 2009) suggesting that the measuring instrument is reliable. The study utilised multiple linear regression analysis to test the proposed hypotheses. The results showed direct significant relationships between the variables under study, suggesting that investing in effective talent management practices relating to talent acquisition, workforce planning, talent development, performance management, talent retention, and other practices may result in desirable outcomes for the organisation. These include enhanced organisational commitment, high levels of employee engagement, increased employee job satisfaction, and reduced turnover intentions. It is recommended that organisations in South Africa and the organisation under study, in particular, develop talent management practices and strategies that can be implemented and applied in the organisation in order to attract and retain highly skilled and talented employees. It is further recommended that organisations develop effective, practical and holistic talent management practices and strategies that will not only attract talent, but also address organisational commitment, employee engagement, job satisfaction, and the retention of highly skilled and talented employees, thus boosting organisational performance and productivity. / MT2017

A research report submitted in partial fulfilment of the requirements for the degree of Masters in Psychology by Coursework and Research Report in the field of Organisational Psychology in the Faculty of Humanities, University of the Witwatersrand, Johannesburg, 15 March 2017. / Organisations are increasingly moving towards the integration of “social, environmental and economic considerations into their business practices and structures” (Asemah Okpanachi, & Edegoh, 2013, p.45). This is due to the fact that organisations have been put under immense pressure by various stakeholders to assume ethical identities and improve the quality of life of both employees and the broader community through incorporating some form of corporate social responsibility (CSR) activities within their organisations (Peterson, 2004). Equally important is the retention of high quality and experienced employees in organisations, as this not only saves production time and costs but also saves the organisation costs associated with the hiring and training of replacement staff ((Bothma & Roodt, 2013). It is well established in the literature that employees infer judgments about certain activities that their organisations partake in and these judgments consequently influence employee behavior (Rupp, Ganapathi, Aguilera, & Williams, 2006). Considering the importance of both CSR and the prevention of voluntary turnover intentions, it seemed essential to explore how these constructs relate in the organisational context. As such, this study aimed to explore the nature of the relationships between the three dimensions of CSR (philanthropic, environmental, and internal) and voluntary turnover intentions in a sample of South African employees. Moreover it has been suggested that other mechanisms might have an influence on this relationship (Dawley, Houghton, & Bucklew, 2010). Subsequently, this study also sought to explore whether perceived organisational support and organisational commitment mediated the relationships between the different forms of corporate social responsibility and voluntary turnover intentions. A quantitative, non-experimental, cross-sectional, correlational research design was used in the present study. The total sample consisted of 106 employees from various South African organisations and positions. Participants who volunteered and consented to be part of the study were asked to complete a self-constructed demographic questionnaire, Pitt and Siemer’s (2012) External and Internal Corporate Social Responsibility Scales, Eisenberger et al.’s (1986) Perceived Organisational Support Scale, Mowday and Steers’ (1979) Organisational Commitment Questionnaire, and Kantor’s (2013) Voluntary Turnover Intention Scale. / XL2018

Esta pesquisa teve como objetivo investigar como a gestão de pessoas influencia o comprometimento organizacional dentro das unidades com estruturas organizacionais remotas. Sua importância reside na contribuição para a compreensão do que pode favorecer a retenção de talentos nessas unidades. Caracteriza-se como qualitativa, exploratória, baseada em estudo de casos múltiplos e cujo nível proposto de análise é o organizacional. Foi realizada por meio da aplicação de um levantamento de campo em algumas unidades de seis empresas autorizadas, cuja amostra envolveu grupos de análise constituídos de diretores, gerentes, RHs, supervisores e coordenadores de cada caso. O levantamento dos dados primários foi feito por meio de entrevistas em profundidade e observações nas áreas operacionais; o dos dados secundários, por meio de análise de documentos. Na análise dos resultados, trabalhou-se com as técnicas das análises de conteúdo, documental e reflexiva. Seus resultados demonstram a existência de práticas diferenciadas de gestão de pessoas, em razão das especificidades contextuais de cada unidade com estrutura organizacional remota, ficando em evidência que essa estrutura favorece a busca da contribuição e o desenvolvimento da solidariedade. Na visão dos respondentes, o nível de comprometimento organizacional é elevado, inserindo-se na perspectiva afetiva preconizada pela literatura. Tal perspectiva é sustentada pelos valores que ajudam a criar a identidade organizacional de cada uma dessas unidades, as quais tendem a aproximar as pessoas em todas as circunstâncias. Os gestores exercem influência direta no processo de obtenção desse comprometimento, facilitando para que esses valores sejam vivenciados por todos. Não obstante, os desafios para atração e retenção de talentos e suas famílias ainda permanecem, salvo nos casos em que os regimes de trabalho são diferenciados, em que as famílias permanecem em seus locais de origem e os atrativos financeiros e do próprio regime de trabalho compensam o afastamento temporário. As contribuições que esta pesquisa pode gerar são: auxiliar em futura análise da ligação entre a gestão de pessoas e o comprometimento organizacional, em novas unidades com estruturas organizacionais remotas no Brasil e em outros países; para a academia, poderá servir de estímulo para novas pesquisas nas áreas de administração, sociologia, psicologia, economia e antropologia; para as empresas, poderá ser feito um estudo comparativo das regiões onde elas tenham unidades remotas instaladas; para a sociedade, a possibilidade de retorno com os cuidados simultâneos que estão sendo tomados por essas organizações em todo o país. / This study aimed to investigate how management influences peoples organizational commitment within units with remote organizational structures. Its importance lies in contributing to the understanding of what might facilitate the retention of talent in these units. It is characterized as qualitative and exploratory, based on study of multiple cases, and its proposed level of analysis is organizational. It was realized by field studies in a few units of six companies, in which sample population involved focal groups consisting of directors, managers, human resources staff, supervisors, and coordinators of each case. The collection of primary data was done through in-depth interviews and observations in operational areas; the collection of secondary data was done through analysis of documents. For analysis of the results, techniques involving content, document, and reflective analyses were used. Results show the existence of different practices for managing people, due to the specific context of each unit, leaving in evidence that the remote organizational structure encourages the search for the contribution and development of solidarity. From the respondents viewpoint, the level of organizational commitment is high, in line with the affective view advocated by the literature. This view is supported by the values that help create the identity of each of these organizational units, which tend to bring people together in all circumstances. The managers exert direct influence in the process of obtaining such commitment, facilitating everyones experiencing of these values. Notwithstanding this influence, the challenges for attraction and retention of talent and their families still remain, except in cases where the work regimens are such that families remain in their places of origin and the financial incentives, as well as the work regimen itself, outweigh the workers temporary absence from family life. The contributions that this research can generate are: aiding future analysis of the connection between management of people and organizational commitment in new organizational structures with remote units in Brazil and other countries; for academe, serving as a starting point for further research in the areas of administration, sociology, psychology, economics, and anthropology; for enterprises, serving as basis for a comparative study of the regions where they have remote units operating; to society, having the opportunity to benefit from actions being taken by these organizations throughout the country.

Há proposições teóricas que argumentam que a satisfação dos colaboradores com o trabalho tem influência sobre a qualidade percebida pelos clientes. Entre essas proposições, destaca-se o modelo conhecido como cadeia de lucro em serviços (Heskett, Sasser e Schlesinger, 1991), que vincula a satisfação dos colaboradores no trabalho com a satisfação dos clientes e o decorrente resultado financeiro das organizações de serviços. Esta pesquisa procura aumentar a compreensão da relação entre atitudes dos colaboradores e comportamentos orientados aos clientes, incorporando conceitos como troca social e suporte organizacional percebido. Para tanto, estabeleceu foco em onze lojas pertencentes a três empresas de serviços de grande porte que atuam na cidade de Brasília, Brasil. O método da pesquisa foi predominantemente qualitativo e utilizou diagramas para representar as relações entre os conceitos presentes no mapa cognitivo dos entrevistados e que se manifestaram com recorrência no processo de análise dos dados. Além disso, foram utilizadas técnicas de dimensionamento e utilização de matrizes de análise como evidências suplementares. Os resultados revelaram elementos que formam contexto favorável ao comportamento de cidadania organizacional orientado ao cliente. Empatia em relação ao cliente, trabalho caracterizado por interdependência, companheirismo, visão crítica e crença de influência (ambas em relação ao processo de trabalho), suporte material, alinhamento de informações e autonomia foram identificados como condicionantes relevantes de comportamentos orientados aos clientes. Foram encontradas evidências de relação entre (a) satisfação com o trabalho e esforço pela organização; (b) satisfação no trabalho e comportamento de cidadania organizacional orientado ao cliente; (c) suporte organizacional percebido e orgulho de pertencimento; (d) suporte organizacional percebido e comportamento orientado ao cliente; e (e) comportamento de cidadania orientado aos clientes e satisfação de clientes. A pesquisa indicou sobreposição entre as propriedades de troca social, satisfação com o trabalho e suporte organizacional percebido. Além disso, a possibilidade de melhor desempenho evidenciado pela percepção sobre a satisfação dos clientes - se caracteriza como antecedente de satisfação com o trabalho. / Theories argue that satisfaction at work influence quality of service. Among these theories is the service profit chain model (Heskett, Sasser e Schlesinger, 1991) which links employee job satisfaction with customer satisfaction and financial results of service organizations. This research aims to increase understanding of the relationship between employees attitudes and customer oriented behavior including concepts as social exchange and perceived organizational support. For this, the research focused on eleven stores belonging to three large service companies doing business in Brasilia, Brasil. The research method was predominantly qualitative and employed charts to represent the relationship between concepts present in workers´ cognitive maps and which occurred frequently in the data analysis process. The research also used dimensioning techniques and qualitative matrix analysis as supplementary evidences. The results revealed elements of context that favor customer oriented organizational citizenship behavior. Empathy toward the client, work characterized by interdependence, friendship, critical vision and belief of influence (both in relation to the work process), material support, information alignment, and autonomy were identified as relevant conditions to stimulate customer oriented behaviors. Evidence was found of relationship between (a) job satisfaction and effort in behalf of organization; (b) job satisfaction and customer oriented organizational citizenship behavior; (c) perceived organizational support and pride in belonging to an organization; (d) perceived organizational support and customer oriented behavior and (e) customer oriented organizational citizenship behavior and customer satisfaction. The research bore out an overlap between components of social exchange, job satisfaction and perceived organizational support. Besides this, the possibility of better performance evidenced by perception about customer satisfaction was characterized as an antecedent to job satisfaction.

Este estudo tratou das relações entre valores, gestão de práticas, comprometimento e resultados organizacionais em instituições transculturais. Foram utilizados os seguintes referenciais teóricos: a cultura organizacional, definida por Hofstede como composta por dois principais elementos: valores e práticas organizacionais; os valores organizacionais, tendo como pressuposto o isomorfismo entre a estrutura dos valores humanos definido por Schwartz e dos valores organizacionais estabelecidos por Tamayo; as práticas organizacionais definidas sob a teoria de lócus de valor humano de Jackson, que identifica a forma como as pessoas são valorizadas a partir dos aspectos culturais característicos de cada sociedade, que refletem no estilo de práticas de gestão, distinguindo entre a visão instrumental ou humanista; e o comprometimento organizacional, entendido como o envolvimento do empregado com a organização, e como este envolvimento é afetado pela natureza do vínculo: afetiva, instrumental ou normativa. O objetivo deste trabalho é identificar e descrever a influência das manifestações da cultura da Instituição, expressas por meio dos valores e dos tipos de práticas organizacionais, sobre o comprometimento, bem como a influência dessas manifestações e do comprometimento sobre os resultados organizacionais. Utilizaram-se como instrumentos de pesquisa a escala de Inventário de Perfis de Valores Organizacionais (IPVO), a escala de comprometimento EBACO e a escala de lócus de valor humano. Os instrumentos foram aplicados a uma amostra de colaboradores do Departamento de Promoção Comercial e Investimentos (DPR) do Ministério das Relações Exteriores e seus respectivos Setores de Promoção Comercial (SECOMs) localizados nas embaixadas e consulados brasileiros, abrangendo todos os continentes e fixados em 83 países. Os resultados demonstraram que, na organização pesquisada, há similaridades dos valores e dos tipos de práticas entre o DPR e os SECOMs. Os tipos de práticas e o comprometimento impactam diretamente nos resultados alcançados pelos SECOMs, mas valor não apresentou impacto de forma direta nos resultados. Entretanto, comprometimento se mostrou mediadora da relação entre valores e resultados organizacionais. Como consequência deste trabalho, espera-se estimular novas pesquisas, com vistas a aprofundar os conhecimentos acerca da estratégia de gestão de pessoas. / This study dealt with the relation among values, practice management, commitment and organizational results in cross-cultural institutions. The organizational culture, defined by Hofstede as composed of two main elements: organizational values and practices, was used as the theoretical reference. The organizational values have as presupposition the isomorphism between the structure of human values defined by Schwartz and the organizational values established by Tamayo. The Organizational practices were defined under Jackson\'s human-value locus theory that identifies how people are valued from typical cultural aspects of each society, which are reflected in the style of management practices, distinguishing instrumental and humanist ideas. The organizational commitment, understood as the engagement of the worker with the organization, and how such involvement is affected by the nature of the bond: affective, instrumental or normative, according to Meyer et al. The purpose of this work is to identify and describe the influence of the Institution\'s culture manifestation, expressed through the values and types of organizational practices, on the commitment, as well as the influence of these manifestations and the commitment on the organizational results. The scale of Organizational Values Profiles Inventory (IPVO), the EBACO commitment scale, and the human value locus scale were used as research instruments. These instruments were applied to a group of employees from the Trade Promotion Department (DPR) of the Ministry of Foreign Affairs and their respective Trade Promotion Sections (SECOMs), located in Brazilian Embassies and Consulates, covering all continents and established in 83 countries. The results showed that in the researched organization there are similarities of values and types of practices between DPR and SECOMs. The types of practices and the commitment directly impacted the results achieved by the SECOMs, but the value did not have a direct impact on the results. However, the commitment was mediating the relationship between values and organizational results. With the results obtained of this work, it is expected to stimulate new researches, in order to deepen the knowledge about the strategy of people management.

Esta tese, utilizando-se do mapa cognitivo Strategic Options Development and Analysis - SODA, se propôs a atender o objetivo nela especificado, ou seja, avaliar a importância do comprometimento organizacional para a implementação de um Sistema de Gestão Ambiental SGA por parte dos quinze Gerentes de uma Instituição Pública Federal, localizada no estado de São Paulo. Os dados que compuserem o mapa cognitivo, foram obtidos por meio de entrevista face a face, no período de maio a novembro de 2015, e de reuniões grupais com os referidos Gerentes, no período de dezembro de 2015 a março de 2016. A utilização do método de estruturação de problemas - Problem Structuring Methods (PSMs) - mapa cognitivo - SODA possibilitou investigar, as possíveis incertezas, complexidades e conflitos, voltados para o elemento comprometimento, provenientes da adoção de uma gestão ambiental, por intermédio da implementação de um Sistema de Gestão Ambiental SGA. O resultado da análise do mapa cognitivo demonstrou a importância do comprometimento organizacional quando da intenção de se adotar um Sistema de Gestão Ambiental. Diferentemente do entendimento de Barbieri (2007), o presente estudo coloca a importância desse comportamento não somente por parte da alta direção, mas também por parte de toda a equipe a ser envolvida nas atividades concernentes a tal sistema. Permitiu também a construção de um modelo de mensuração do comprometimento em relação ao Sistema de Gestão Ambiental SGA. O comprometimento mensurado por meio de referido instrumento, está dividido em dois componentes: afetivo que tem o comprometimento como um apego, como um envolvimento, onde ocorre a identificação com a empresa, funcionários com forte comprometimento afetivo permanecem na empresa porque querem, e normativo o comprometimento como uma obrigação em permanecer na organização, funcionários identificados com esse comportamento permanecem na empresa porque sentem que tem essa obrigação. O modelo de mensuração do comprometimento neste estudo sugerido, a ser validado em estudos longitudinais, permitirá mapear elementos de forma que possam observar tendências. Referido instrumento não foi validado neste estudo, no entanto sugere-se que estudos futuros, por meio de estudos longitudinais procedam sua validação. / This thesis, using the Cognitive Map Strategic Options Development and Analysis (SODA), is proposed to meet the objective specified therein, i.e. to evaluate the importance of the organizational commitment to the implementation of an Environmental Management System (SGA), by the fifteen Managers of a Federal Public Institution, located in the state of São Paulo. The data composing the cognitive map were obtained through a face-to-face interview, from May to November 2015, and group meetings with the aforementioned managers from December 2015 to March 2016. The use of the Problem Structuring Methods (PSMs) SODA cognitive map made it feasible to investigate possible uncertainties, complexities and conflicts, related to the commitment element, from the adoption of the environmental management through the implementation of An Environmental Management System EMS. The results of the cognitive map analysis showed the importance of the organizational commitment, when an Environmental Management System is intended to be adopted. Differently from Barbieri\'s (2007) understanding, the present study places the importance of this behavior, not only by the top management, but also by the whole team to be involved in the activities related to such a system. It, also, allowed the construction of a commitment measurement model in relation to the Environmental Management System - EMS. The commitment measured by this instrument is divided into two components: affective, which has the commitment as an attachment and, even, involvement, where the identification with the company occurs: employees with strong affective commitment remain in the company because they want it and, also, as normative involvement. The commitment is felt as an obligation to remain in the organization: employees identified with this behavior remain in the company because they feel they should do it. The model of commitment measurement in this suggested survey, to be validated in longitudinal studies, will allow elements to be mapped so that trends may be observed. The mentioned instrument was not validated in this study, however, it is suggested that future research, through longitudinal studies, would do it.

A presente tese trata de um estudo envolvendo dois objetivos complementares: o primeiro consiste em criar e validar um instrumento para se avaliar a percepção de sucesso na carreira; o segundo é sobre a aplicação desse instrumento em um grupo de professores de universidades selecionadas, a fim de verificar se a percepção de sucesso na carreira (PSC) como um todo tem relação com o comprometimento organizacional dos professores com uma universidade em particular. A carreira profissional tem sido avaliada de forma objetiva, por salário e promoções; e de forma subjetiva, pela maneira como o trabalhador interpreta seus avanços na área profissional. O estudo sobre a percepção de sucesso na carreira parte de um levantamento teórico sobre os métodos e instrumentos já utilizados para se avaliar a carreira e, através de análise, avaliação e reorganização, propõe a criação e validação de um instrumento para medir a percepção de sucesso na carreira, na perspectiva do próprio indivíduo, independente do seu vínculo a uma organização em particular ou a várias organizações. As carreiras desvinculadas de uma organização em particular são coerentes com as carreiras emergentes no mundo contemporâneo, como a carreira sem fronteiras e a carreira proteana. A partir de 53 variáveis, o instrumento foi validado junto a 342 membros da uma universidade privada da Grande São Paulo, considerada uma das 10 melhores do Estado de São Paulo, segundo o ranking do Ministério da Educação (MEC). Participaram da pesquisa alunos, professores e funcionários. Todos os respondentes são residentes e trabalham na Grande São Paulo, tendo iniciado a vida profissional há pelo menos cinco anos. Primeiramente, houve a validação de conteúdo junto a especialistas da área de carreiras, a seguir, um pré teste com uma pequena amostra do público alvo, e depois foi realizada a aplicação do instrumento e as análises fatoriais exploratória e confirmatória, com validação convergente, discriminante e nomológica. O instrumento final contém 48 itens, distribuídos em 11 fatores: competência, cooperação, contribuição social, criatividade, desenvolvimento, empregabilidade, equilíbrio vida trabalho, identidade, valores, remuneração e promoção. Esses 11 fatores agrupam-se em duas dimensões: uma englobando os fatores objetivos remuneração e promoção e outra se referindo aos fatores subjetivos, exceto o equilíbrio vida trabalho, que apresentou pouca carga nas duas dimensões. Para atender ao segundo objetivo, o instrumento de percepção de sucesso na carreira foi aplicado em conjunto com um instrumento de intenções comportamentais de comprometimento organizacional, adaptado da Escala de Intenções Comportamentais de Comprometimento Organizacional (EICCO), validada por Menezes, em 2009. Os dois instrumentos foram aplicados junto a 97 professores universitários, pertencentes ao grupo das 10 melhores universidades privadas da Grande São Paulo, segundo avaliação do MEC. O instrumento de PSC mostrou-se adequado a esta amostra e o instrumento de intenções de comprometimento, inicialmente com 23 itens, resultou, após as análises fatoriais exploratória e confirmatória, em 15 itens agrupados em dois fatores: um em relação à melhoria do desempenho e produtividade, e o outro sobre o esforço extra ou sacrifício adicional em função de situações contingenciais. Analisados com modelagem de equações estruturais estimados por PLS (Partial Least Square) no software Smart PLS, o modelo revelou que a percepção de sucesso na carreira explica 20,8% das intenções de comprometimento, sendo que a dimensão subjetiva da carreira é a única que explica a intenção de comprometimento de forma estatisticamente significante. Os instrumentos e resultados são importantes para as organizações direcionarem suas práticas de gestão de pessoas a fim de aumentar a percepção de sucesso na carreira em sua dimensão subjetiva, com o propósito de obter maior comprometimento dos seus colaboradores. / This thesis is concerned with a study that had two complementary goals: the first was the creation and validation of an instrument to assess Perceived Career Success, the second was on the application of this instrument in a group of teachers from selected universities to verify whether Perceived Career Success (PCS) as a whole is related to the teachers organizational commitment towards a university in particular. The professional career has been assessed objectively by means of evaluating salary and promotions, and subjectively, by the way the worker understands his/her advances within the professional field. Our study on the perception of career success is based on a theoretical survey on the methods and tools already used to evaluate career; and, through analysis, evaluation and reorganization, it proposes the creation and validation of an instrument to determine perceived career success from the perspective of the individual, regardless of his/her ties to a particular organization or different organizations. The careers unrelated to a particular organization are consistent with those emerging in the contemporary world, such as the boundaryless and the Protean careers. The instrument was validated using 53 variables, with 342 members of a private university in the Greater São Paulo region, considered one of the top 10 in the State of Sao Paulo, according to a Ministry of Education and Culture (MEC) ranking. Students, faculty and staff members participated in the research. All respondents live and work in the Greater Sao Paulo area, having started their professional life at least five years ago. Firstly, career experts performed content validation, then a pre-test with a small sample of the target population was carried out; and finally, the instrument was applied and exploratory and confirmatory factor analysis, with convergent, discriminant, and nomological validity were done. The final instrument consisted of 48 items distributed among 11 factors: competence, cooperation, social contribution, creativity, development, employability, work-life balance, identity, values, salary and promotion. These 11 factors were grouped into two dimensions: one covering the objective factors - salary and promotion - and another referring to subjective factors, except work-life balance, which showed little load in both dimensions. To meet the second goal, the instrument of perceived career success was applied together with an instrument of behavioral intentions of organizational commitment, adapted from the Behavioral Intentions of Organizational Commitment Scale (BIOCS), validated by Menezes in 2009. The two instruments were applied to 97 university professors belonging to top 10 private universities in the Greater Sao Paulo, according to MEC. The PCS instrument was found to be adequate for this sample and the instrument of commitment intentions, initially with 23 items, resulted, after the exploratory and confirmatory factor analysis, on 15 items grouped into two factors: one related to performance and productivity improvement and the other to the extra effort or additional sacrifice due to contingency situations. Analyzed with the Partial Least Square algorithm using SmartPLS software, the model revealed that Perceived Career Success explains 20.8% of commitment intentions, and the subjective dimension of career is the only one to statistically explain commitment intentions. These instruments and the findings can help organizations in using their people management practices to increase Perceived Career Success in its subjective dimension, in order to improve employees commitment.

Technical developments are increasing at an accelerated rate, which means that IT service providers must focus on customer relationships and the quality of services they provide in the same way they handle their strategic features and processes. The management of IT services is often related to IT Service Management (ITSM) that helps IT organizations become more adaptable, flexible, cost-effective and service-oriented. ITIL is the most accepted and used process reference model within ITSM. However, many organizations experience difficulties in implementing the framework. Much of ITIL's research is about understanding, identifying and determining which factors have the greatest impact on a successful implementation. Previous research shows that there are three key aspects that all success factors fall within: senior management involvement, organizational commitment and group efficiency. Much of the research, however, has a qualitative character and takes the form of case studies, which are limited in their contributions. However, several case studies combined together can contribute to an increased understanding in the field because they can confirm or contradict other studies. This study aims to explore whether and, if so, how the above-mentioned aspects have influenced an ITIL implementation on a medium-sized IT company. The method used was a qualitative method that took the form of a case study and with semi-structured interviews, it revealed that all aspects affected the implementation in different ways and that there was an interaction between them. The senior management involvement influenced the implementation process by providing the project group with support in the form of necessary resources, enabling implementation. The management's absence also affected the implementation process, more specifically its scope, which made process use being limited to only one specific customer at the beginning, but also the use of inappropriate tools for the implemented processes. Group efficiency had influenced the implementation process, with an emphasis on understanding why the changing work methods results in better structure. This understanding was valued higher than the "traditional hard education", but also experience and knowledge in the field of work where the process acts, was considered a contributing factor. Understanding that change in work methods leads to better structure established an organizational commitment. This research contributes with increased knowledge of implementation factors in ITIL.