Nowadays social relationships between service providers and customers are vital for their long term customer relationship management (CRM). Several scholars also believe that poor results of CRM initiatives are due to an extensive focus on technological aspects as an antecedent of CRM rather than social capital dimensions. Despite social capital and CRM concepts have attracted both academics and practitioners; the link between these two concepts is under-researched. Thus, this study examines the effect of social capital on CRM through mediating organisational perceived values. The exhaustive literature review on social capital dimensions, organisational perceived values and CRM performance leads to the development of a conceptual framework and formulation hypotheses. The proposed framework and hypotheses were empirically assessed through a positivist methodological approach: survey study and quantitative data modelling techniques. The survey study was administrated to CRM managers of 201 Egyptian fmancial service institutions (e.g. banks, insurance companies and brokerage firms) using a drop & collect method. The usable response rate of96.6 per cent was tested for non- response bias. The data analysis focused on exploratory factor analysis, confirmatory factor analysis, structural equation modelling and regression models which statistically validated the proposed research model. Results of goodness of fit and statistical indices established validity and reliability of this study. The results confmned three social capital dimensions (e.g. structural, cognitive and relational) and their antecedents. The fmdings also proved a significant and positive link between social capital and CRM performance (e.g. loyalty and retention) through the mediating roles of organisational perceived values (e.g. customer satisfaction and customer commitment). Therefore, the proposed conceptual framework was validated. Thus, sixteen hypotheses were supported while only one was refuted. This study makes three main contributions: First, it remedies deficiencies in the existing social capital literature and develops an integrated model of social capital. Second, it develops and tests a comprehensive framework that integrates social capital with CRM performance in the fmancial service sector. Third, it brought in a new significant strategy for fmancial service institutions managers to improve customer-organisation relationships. It introduced social capital as an antecedent for an effective CRM performance. The implications and practice are considered in the light of the results of this study. Several limitations of the methodology are addressed and ideas for further research put forward.

Research purpose: As a by-product in the development of the Quality Management Systems, self-organized� working groups were introduced and became a common practice in management. In the last ten years some authors – influenced by the developments in the study of Complex Systems – have reintroduced the� self-organization concept as being the future of management. In this approach, the description of the mechanism driving this process has been explored to provide a method to facilitate the emergence of viable organisational structures and to support such organizational behaviour. This topic becomes more relevant in the present times when the community development is more locally oriented and the communities are being empowered to become more autonomous in the definition of the means and results they want to improve their quality of live. It is within this context that in order to facilitate self-organization processes – in a rural community engaged in a independent regeneration program –this research suggest the use of a model inspired in both� cybernetics and the self-organization in a biological system. Methods: This thesis details the development of a three loops framework aimed to facilitate the self-organizing� behaviour through the use of a Visualization - Planning - Reflective toolset (V-P Toolset). The framework was deployed within a case study organization (The XOOP) using an interpretivist philosophy of constructionism to� guide the research. During its execution the researcher acted as both an observer and participant of the� organisational change. Within the context of an action research project, the framework followed a� multimethodology design where cybernetic and social tools of organizational analysis such as the Viable� System Model (VSM), Narrative and Story-telling analysis and Social Network Analysis (SNA) provided a unique approach to the facilitation of self-organization and the mergence of viable organizational structures.�Results: The VSM and the SNA were used to diagnose the organizational structure. The information provided by these tools was then contextualized within the Narrative and Story-telling analysis, identifying critical events in the evolution of the organization. This combination of tools provided insights about the self-organizing behaviour of the organization and the mechanism that facilitated (or impeded) the emergence of viable organizational structures throughout the evolution of the observed community.Conclusions: The introduction of a common language to describe the organization facilitated the endogenous creation of a shared mental model of the community. This representation of the organization made more efficient the exchange of information, the coordination of activities and the autonomous operation of the different working groups. Thus, the iterative loops of the V-P contributed to made this process more efficient and provided evidence about the convenience of the integration of the VSM with the SNA as organizational diagnostic tools.

Integrating approaches from systems thinking with the methods and tools from the discipline of epidemiology, at the level of the management of international health policy and emerging (and reemerging) infectious disease (EID), the subject of this thesis, is a novel approach. The aim of integrating these approaches in this thesis was to provide additional insights into the management of EID, alongside the aims of enriching the practice of both systems and epidemiology. This thesis proposed that applying a systemic approach using systems thinking (and specifically the systems approach that addresses problematical situations from a hierarchical perspective) in combination with existing epidemiological knowledge, could provide an enriched description for the modelling, planning, intervention, and response in an analysis of international guidance in public health policy-making. This research was undertaken using a multi-disciplinary multi-paradigm approach of combining the systematic review process with critical systems thinking to explore a functionalist and interpretive approach to hierarchical systems thinking. There are several outcomes from this research: 1) The compilation of a comprehensive narrative of published work on hierarchy theory and those areas of epidemiology relevant to this study; 2) a process for critical systematic review; 3) a narrative review and critical systems thinking analysis of functionalist and interpretive hierarchical approaches in complex systems; and 4) a critical reflection on the usefulness of combining these hierarchical systems approaches with methods and data from other disciplines; in this case, epidemiology and the study of EID. This research has shown that there are contributing risk factors in the emergence of infectious disease not addressed in current policy making procedures for EID. The implications of this are important in reviewing current EID policies. Further work in this area is suggested to investigate whether the functionalist and interpretive hierarchical analysis is feasible in other complex systems, and in further investigating the philosophy, principles and practice of this multi-disciplinary approach.

<p> The current study asks four primary research questions to address several questions about the psychometric properties of emotional intelligence (EI) assessments; is there a statistically significant difference in (a) the predictive validity of a participant&rsquo;s EI scores for their leadership performance as measured by Charismatic/Transformational Leadership (CTL) behavior occurrence when EI is measured using an assessment based on the ability-based as compared to an assessment based on the mixed model; (b) the predictive validity of a participant&rsquo;s EI scores for their leadership performance as measured by CTL behavior occurrence when EI is measured at different levels of leadership within the organizational hierarchy; (c) the predictive validity of a participant&rsquo;s EI scores when measured using an assessment based on the abilities-based model for their leadership performance as measured by CTL behavior occurrence when EI is measured at different levels of leadership within the organizational hierarchy and; (d) the predictive validity of a participant&rsquo;s EI scores when measured using an assessment based on the mixed model for their leadership performance as measured by CTL behavior occurrence when EI is measured at different levels of leadership within the organizational hierarchy? The goals were to determine (a) if there is a difference in how well the ability-based and mixed models each predict the self-reported CTL and (b) if this predictive relationship is affected by a leader&rsquo;s position within the organizational hierarchy. Current supervisors from all levels within their organization&rsquo;s hierarchies completed the MSCEIT, Genos EI, MLQ, and a demographic questionnaire which asked for their leadership level. 168 current leader&rsquo;s data was obtained from Qualtrics, LLC. Stepwise multiple linear regression analysis showed no statistically significant difference in the predictive validities of the abilities-based and mixed models of EI for self-reported CTL. Regression-based tests for moderation effects showed a statistically significant difference in the regression coefficients between front-line leaders and other leadership levels for the MSCEIT, but no statistically significant differences for the Genos-EI. Possible artifacts and confounding variables were discussed, with particular focus on the use of self-report versions of the assessments.</p>

This thesis explores how one's understanding of the world may be broadened by consciously engaging rationalities in opposition. I conduct this exploration by considering the relationship between what I call one's "originating rationality" and its opposites. By "originating rationality" I mean the way of thinking that one initially embraces. Opposite of the originating rationality is: some opposition that one can envisage and take on board; and some opposition which one cannot consider as relevant. This latter I call the opposite irrelevant or unknown to one's originating rationality. I introduce the concept of systems thinking and show that the link between opposites is systemic. I organise my discussion of the exploration of the systemic link between opposites by making reference to, and revisiting, the proposals of the Viable System Model (VSM) and the ideas of System Dynamics (SD). Through my discussion of these, I suggest that a new concept of systems thinking (the concept of a purposeless system) is needed. Operating in terms of this concept, I develop a purposeless system approach named Complementary Intervention (Cl). I indicate how in a specific context of a Cl project carried out in a supermarket chain in Taiwan, participants' understanding of the world could be broadened by their consciously engaging rationalities in opposition, while at the same time developing caution about their broadened understanding and about their decisions and further actions. I show how my own understanding of a purposeless system could be used in this context to organise a debate around the idea of such a system and, in this case, to consider what the embodiment of a purposeless system might involve. Through the project, I arrive at the suggestion that participants' rational framework can be defined as an evolving rational framework; and that the relationship between it and its opposite is an evolving relationship.

<p> The general business problem is that competitive advantage suffers because of the lack of employee engagement and employee innovative work behavior. Inability of business to determine methods or opportunities to affect levels of work engagement and innovative work behavior of employees limits the ability of the business to gain competitive advantage. The purpose of this quantitative correlational study is to examine the relationship between levels of resilience and levels of work engagement, and levels of resilience and levels of innovative work behavior. The body of literature in these three areas fails to identify a relationship between resilience and work engagement or between resilience and innovative work behavior. This proposal examined the concepts of resiliency, work engagement, and innovative work behavior to determine if a relationship exists between the three constructs building on Fredrickson&rsquo;s 1998 broaden and build theory. Data was collected using an online survey tool. Participants were employed by large, for-profit U.S. based companies. The researcher employed River Sampling to collect data. Results were analyzed for completeness and incomplete surveys were not used in the data analysis. Raw data was translated into two categories of resilience (low and high), and three categories each for work engagement and innovative work behavior (low, medium, and high). The findings show a significant, positive relationship between levels of resilience and levels of work engagement, and between levels of resilience and levels of innovative work behavior. This study provides meaningful contributions to the body of literature in the areas of resilience, work engagement, and innovative work behavior by establishing a significant relationship between resilience and work engagement and between resilience and innovative work behavior. Practitioners can use the results of this study to develop new methods for improving levels of work engagement and levels of innovative work behavior by developing efforts to improve resilience.</p>

M.Com. / Please refer to full text to view abstract

The purpose of this study was to determine if there were significant differences in mean scores in reading, spelling, and self-concept of disadvantaged high school students who were taking typewriting and those of disadvantaged high school students who were not taking typewriting. / Subjects for this study consisted of 80 disadvantaged high school students divided into four groups: Group I, 24 first-year typewriting students; Group II, 24 students not taking typewriting, matched by IQ to Group I; Group III, 16 second-year typewriting students; Group IV, 16 students not taking typewriting, matched by IQ to Group III. / Data were collected through administration of the Comprehensive Tests of Basic Skills (CTBS) and the Self-Concept as a Learner (SCAL) as pretests and posttests. An analysis of covariance (ANCOVA) was performed to determine if there were significant differences in mean CTBS and SCAL scores of Group I and Group II and in similar scores for Group III and Group IV. / When the ANCOVA was performed, with the pretest as the covariate, the findings were: (1) A significant difference (p < .05) in mean CTBS spelling scores of disadvantaged high school students taking first-year typewriting (Group I) and those of disadvantaged high school students who were not taking typewriting (Group II). / From the ANCOVA data analysis, with IQ as the covariate, the findings were: (1) A significant difference (p < .05) in mean CTBS reading comprehension scores of Group I and Group II. (2) A significant difference (p < .05) in mean CTBS reading comprehension scores of Group III and Group IV. (3) A significant difference (p < .05) in mean CTBS scores in spelling of first-year typewriting students (Group I) and those students who were not taking typewriting (Group II) when examined by group and sex. / Recommendations for further research included replication of the study using a larger sample over a longer treatment period and investigation of the impact of other variables. / Source: Dissertation Abstracts International, Volume: 43-03, Section: A, page: 0637. / Thesis (Educat.D.)--The Florida State University, 1982.

The purpose of this study was to identify the nature of concerns of post-secondary business education teachers arising from the entry of word processing systems into the business education curriculum and assess the level of the concerns caused by the entry of word processing systems into the business education curriculum as measured by the Stages of Concern instrument. / The Stages of Concern instrument was mailed to a random sample of 136 Florida business education teachers in community colleges and vocational-technical schools in order to gather information relative to teacher concerns regarding adoption of word processing systems in the curriculum. / Results of the analyses indicated that the greatest concerns were those of a personal nature and those relating to collaboration. The most intense concerns according to the percentile distribution were Stage 1 (informational) at the 95th percentile and Stage 2 (personal) at the 70th percentile. / An analysis of the stages of concern was conducted on the variables age, sex, educational preparation, teaching experience, and user status. Statistical significance was found at the .05 level on age (individuals 20-39 years) and refocusing concern; educational preparation (individuals holding undergraduate degrees) and informational concerns; and sex (male respondents) and collaboration concerns. An association was also found between the novice user of word processing systems and personal and informational concerns; consequence and collaboration and the intermediate user. / Source: Dissertation Abstracts International, Volume: 45-09, Section: A, page: 2736. / Thesis (Ph.D.)--The Florida State University, 1984.

The purpose of this study was to identify reactions of clerical personnel when an office changed from a traditional office to one utilizing automated word processing systems. In order to achieve this purpose, the Concerns Based Adoption Model (CBAM) developed by Hall (Loucks, Newlove, & Hall, 1975) was applied to assess the Level-of-Use (LoU) of word processing office personnel. It was expected that if personnel who operate word processing equipment were not at a level-of-use commensurate with their training and experience, then some problems existed which interfered with their adopting the system in an effective way. If persons could be classified according to their level-of-use, then those persons who were having difficulties could be identified and factors which impeded them from moving from lower to higher levels-of-use could be reported. The specific question posed in this study was: What are the factors reported as impeding the transition from traditional to automated office equipment and procedures? / Sixteen companies with a total of 31 word processing operators, located in Jacksonville, Florida, were interviewed to collect the data. Two instruments, The LoU Focused Interview Questionnaire and The Word Processing Company and Respondent Information Questionnaire, developed by the researcher, were used to collect the data. The results were presented in frequency distribution tables. / Major findings of the study were: (1) Many companies have not yet converted to automated word processing systems. (2) Of those companies that have installed word processing systems, several are in the process of modifying or replacing existing equipment. (3) Although some companies have attempted to adopt the systems approach to word processing, many have not made a distinction between the duties of the administrative secretary and those of the correspondence secretary. (4) Word processing personnel operated at a level-of-use comparable with their combined methods of training and on-the-job experience. (5) Word processing operators expressed concerns with the failure of originators to observe specified procedures, an inequitable salary schedule commensurate with their training and experience, and the lack of time provided for adequate training. (6) Clerical personnel who resist the change from traditional to automated word processing equipment are quickly replaced. Usually these personnel are returned to their traditional typing and clerical jobs. / Source: Dissertation Abstracts International, Volume: 44-07, Section: A, page: 2021. / Thesis (Ph.D.)--The Florida State University, 1983.