The purpose of this study is to evaluate individual hotel employee perceptions of their service orientation and the support they receive from co-workers and their employer to discover the impact of these perceptions on the employee's feelings of their job satisfaction, commitment to their organization, their intention to leave their organization and intention to leave their industry. A comparative analysis of results from the United States and Russia reveals differences in these relations in the two countries. Analysis using Partial Least Squares Path Modeling for developing a measurement model and model estimation using a combined data set, US data set and a Russian data set. This research study included 141 American hotel employees and 107 Russian hotel employees. Service orientation, co-worker support and employee support were positively related to increased job satisfaction in the United States and Russia. In both countries, service orientation was negatively related to an employee's intention to leave the hospitality industry and co-worker support was positively related to organizational commitment. Country differences occurred where items were only significant in one country. In Russia, organizational support and co-worker support were negatively related to intention to leave their employer. In the United States, organizational support had a positive relation to organizational commitment. Surprisingly, co-worker support had a positive relation to intention to leave the industry in the United States. This may indicate that excessive co-worker support might undermine the need to achieve of highly service oriented hotel employees, resulting in a flight from the service industry to a more challenging industry.

The problem of inclusivity in the workplace has been globally acknowledged as a challenge for employees living with disabilities. The objective of this study was to explore the experiences of employees living with disabilities in the South African Police Service (SAPS). Globally, there has been a lot of research conducted on diversity in the workplace; however, research on inclusivity is a rather new phenomenon. A theoretical model on inclusion and diversity in work groups is presented as a framework, which offers insight into the experiences that contribute to feelings of inclusion for a diverse workforce. This model identifies potential contextual factors and outcomes of inclusion. This study further defines inclusion and disability and provides literature on the barriers employees living with disabilities encounter once employed, as well as support structures that could enhance inclusivity for these employees. The study used a qualitative, explorative approach. Fifteen employees of the SAPS were selected for participation, based on their disability type as per the research criteria. A purposive convenient sampling approach was used to identify employees with disabilities, taking into consideration hearing, visual, physical and mobility impairments. Participants varied in age, gender and race and came from stations mostly situated in the southern suburbs of Cape Town, with one participant from George and one participant from Paarl East. Semi-structured interviews were used to collect data and provide insight into how employees living with disabilities perceive inclusion in the SAPS. A thematic analysis approach was used to identify which negative and positive experiences of inclusion were identified. Irrespective of the provision of disability policies and legislation, which clearly stipulate that no person may be unfairly discriminated against on the grounds of their disability, the findings from this study indicate that employees living with disabilities still experience discriminatory attitudes in the workplace. While some participants had positive experiences of inclusion, other employees reported negative experiences relating mostly to a lack of management support, non-conducive workplaces, lack of disability awareness, as well as negative attitudes towards disability in the workplace. The results of this study indicate that the general feeling of inclusion in the SAPS is, to a certain degree, fair, and that management and co-worker support, together with reasonable accommodation, played an important role in contributing to making employees living with disabilities feel included. This study shows that more research is required in terms of disability awareness, and an understanding of the needs of employees living with disabilities in the workplace, to create an enabling environment of growth for employees living with disabilities. It is proposed that this study be used to provide employers and employees with a greater understanding of how to effectively include and retain employees living with disabilities.

In workplace, any kinds of teamwork and management in an organization, like cooperation, communication, and leadership, all of the activities need personal interaction, and the interaction is related to the work results. So, the purpose of this study is to find out the relationships between social skill and job performance, and explores how social skill affecting job performance, in addition, whether different degree of task interdependence could influence study results. This study is conducted through opinion survey by random sampling in manufacturing and service industry. With the valid 119 questionnaires replied by the staffs and the direct supervisors, the finding of this study can be summarized as follows: 1. Social skill impacts the in-role performance positively. 2. Social skill impacts each of the co-worker support and the supervisor support positively. 3. supervisor support has mediating effect between social skill and in-role performance positively. Keywords: Social Skill¡BIn-role Performance¡BSupervisor Support¡BCo-worker Support¡BTask Interdependence.

Organizations within the field of social work readily use systematic and technical tools in order to manage risk and safety when operating in a preventative work manner. The approach taken when managing both risk and safety is largely informed by an instrumental perspective. The relational factor to be considered here is co-worker support and its relevance in social workers' psychosocial work environments. However, this factor is not as clearly visible in risk prevention work ongoing in social work organizations. Therefore, the aim of this study is to examine the significance of co-worker support and its impact on social workers' psychosocial work environments. The main research questions are: What does co-worker support consists of? What factors are needed to create co-worker support? Finally, what is the significance co-worker support has on social workers' psychosocial work environments?  The results show that co-worker support is significant in social workers' psychosocial work environments as it leads to better work outcomes and working efficiency. Furthermore, social workers within organizations with greater co-worker support experienced a higher degree of job satisfaction and positive health outcomes. What became clear is that organizational leadership and managers are responsible for creating a psychosocial work environment where the conditions necessary to create co-worker support are present.

Emotions play a profound role in the workplace, especially in the human service profession. Service agents, for example educators, are expected to express socially desired emotions in a service interaction with learners. This direct face-to-face contact with learners requires a lot of emotions and in order to advance educational goals, teachers perform Emotion Work. Factors like the individual factor Emotional Intelligence and organisational factors like Job Autonomy, Supervisor- and Co-worker Support have a profound impact on how Emotion Work is experienced. Emotion Work has an influence on the experience of Well-Being. The objective of this research is to determine the relationship between Emotion Work, Emotional Intelligence, Organisational Factors and Well-Being within secondary schools in South Africa. The research method consists of a literature review and an empirical study. A cross-sectional survey design was used to collect the data. A non-probability convenience sample was taken from 257 educators in high schools in the Gauteng Province. The Schutte Emotional Intelligence Scale (SEIS), The Utrecht Work Engagement Scale (UWES), Oldenburg Burnout Inventory (English version) (OBLI). Scale from the Frankfurt Emotion Work Scales (FEWS) and Organisational Factor Scale were used as measuring instruments. The statistical analysis was carried out with the SPSS-programme. The statistical methods utilised in the article consisted of descriptive statistics, Cronbach alpha coefficients, factor analysis (using a principle components analysis), Pearson product-moment correlation coefficients and multiple regression analyses were used to analyse the data. A factor analysis confirmed two factors for Burnout, consisting of Exhaustion and Mental Distance; Emotion Work also consists of two factors namely Positive Emotion Work and Negative Emotion Work, Emotional Intelligence (four factors) consisting of Mood Regulation/Optimism, Emotion Management/Social Skills, Emotion Appraisal and Emotion Detachment. The OF (Organisational Factors) and UWES both showed acceptable internal consistencies. The analysis of Pearson correlations in this study showed that Exhaustion is negatively correlated with Job Autonomy, Supervisory Support and Engagement, while positively correlated with Negative Emotion Work and Mental Distance. Mental Distance is negatively correlated with Job Autonomy, Supervisory Support and Engagement and positively correlated with Negative Emotion Work. Engagement is positively correlated to Mood Regulation/Optimism, Emotion Management/Social Skills, Co-worker Support and Supervisory Support. Emotion Management/Social Skills is positively correlated to Emotion Appraisal and lastly Supervisor Support is positively correlated to Co-worker Support. A regression analysis with Engagement as dependent variable indicated that Positive Emotion Work, Negative Emotion Work, Mood Regulation/Optimisrn and Supervisor Support in an educator environment were the best predictors of Engagement. With Exhaustion as the dependent variable, Negative Emotion Work, Job Autonomy and Supervisor Support were the best predictors of Exhaustion and with Mental Distance as the dependent variable, Negative Emotion Work, Job Autonomy and Supervisor Support were the best predictors of Mental Distance. Recommendations are made for the educators' profession and for future research purposes. / Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2007

Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2007.

Social service organizations have changed dramatically during the last decade in an effort to increase effectiveness and control. This has placed new demands on those in leadership roles, and the need for knowledge of how to lead these transformed organizations has increased. Transformational leadership is a leadership model based on vision and empowerment, one suggested to increase both employee effectiveness and well-being, but the usefulness of this model in the public sector has been questioned. The general aim of this thesis is therefore to increase our understanding of the transformational leadership process in the context of social service organizations by investigating factors that explain when and why transformational leadership emerges and is effective. Questionnaire data from social service employees as well as interview data from managers were used in three empirical studies. Results from Studies 1 & 2 show that transformational leadership is positively associated with employee outcomes including commitment, role clarity, and well-being. Factors that might influence the effectiveness of transformational leadership were addressed in Study 1. It was found that leader continuity enhanced the effect of transformational leadership on role clarity and commitment, indicating that it takes time before transformational leaders actually have an effect on employees. Furthermore, co-worker support enhanced the effect on commitment, reflecting the role of followers in the transformational leadership process. The way in which transformational leaders influence employees was examined in Study 2, and climate for innovation mediated the relationship between transformational leadership and well-being both cross-sectionally and one year later. Finally, organizational factors that may hinder the emergence of transformational leadership were addressed in Study 3, and newly recruited managers were interviewed during their first year of leadership. Eight hindering factors in the organization to exhibit transformational leadership were identified, including the organizational structure, ongoing change, and the leaders’ working conditions. In all, this thesis has demonstrated the usefulness of transformational leadership in social services in terms of being associated with employee positive attitudes and well-being, and has also identified factors that may both help and hinder the transformational leadership process in this context.

Emotions play a profound role in the workplace, especially in the human service profession. Service agents, for example educators, are expected to express socially desired emotions in a service interaction with learners. This direct face-to-face contact with learners requires a lot of emotions and in order to advance educational goals, teachers perform Emotion Work. Factors like the individual factor Emotional Intelligence and organisational factors like Job Autonomy, Supervisor- and Co-worker Support have a profound impact on how Emotion Work is experienced. Emotion Work has an influence on the experience of Well-Being. The objective of this research is to determine the relationship between Emotion Work, Emotional Intelligence, Organisational Factors and Well-Being within secondary schools in South Africa. The research method consists of a literature review and an empirical study. A cross-sectional survey design was used to collect the data. A non-probability convenience sample was taken from 257 educators in high schools in the Gauteng Province. The Schutte Emotional Intelligence Scale (SEIS), The Utrecht Work Engagement Scale (UWES), Oldenburg Burnout Inventory (English version) (OBLI). Scale from the Frankfurt Emotion Work Scales (FEWS) and Organisational Factor Scale were used as measuring instruments. The statistical analysis was carried out with the SPSS-programme. The statistical methods utilised in the article consisted of descriptive statistics, Cronbach alpha coefficients, factor analysis (using a principle components analysis), Pearson product-moment correlation coefficients and multiple regression analyses were used to analyse the data. A factor analysis confirmed two factors for Burnout, consisting of Exhaustion and Mental Distance; Emotion Work also consists of two factors namely Positive Emotion Work and Negative Emotion Work, Emotional Intelligence (four factors) consisting of Mood Regulation/Optimism, Emotion Management/Social Skills, Emotion Appraisal and Emotion Detachment. The OF (Organisational Factors) and UWES both showed acceptable internal consistencies. The analysis of Pearson correlations in this study showed that Exhaustion is negatively correlated with Job Autonomy, Supervisory Support and Engagement, while positively correlated with Negative Emotion Work and Mental Distance. Mental Distance is negatively correlated with Job Autonomy, Supervisory Support and Engagement and positively correlated with Negative Emotion Work. Engagement is positively correlated to Mood Regulation/Optimism, Emotion Management/Social Skills, Co-worker Support and Supervisory Support. Emotion Management/Social Skills is positively correlated to Emotion Appraisal and lastly Supervisor Support is positively correlated to Co-worker Support. A regression analysis with Engagement as dependent variable indicated that Positive Emotion Work, Negative Emotion Work, Mood Regulation/Optimisrn and Supervisor Support in an educator environment were the best predictors of Engagement. With Exhaustion as the dependent variable, Negative Emotion Work, Job Autonomy and Supervisor Support were the best predictors of Exhaustion and with Mental Distance as the dependent variable, Negative Emotion Work, Job Autonomy and Supervisor Support were the best predictors of Mental Distance. Recommendations are made for the educators' profession and for future research purposes. / Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2007

Frontline client service workers are central to the service elements of any small and medium enterprise. People who have much customer or client contact are seen to be subject to stronger emotional display rules. These display rules may result in compromising the psychological and/or physical health of workers, because they often lead to a disturbing dissonance between felt emotions and the emotions one must exhibit. It is, therefore, of vital importance for service workers to exhibit Emotional Intelligence, which will enable them to manage both their own emotions and their interactions with other people. Their inability to do so may result in stress as well as physical and emotional exhaustion, also known as Burnout. The objective of this research was to determine the relationship between Emotion Work, Emotional Intelligence, Well-being and Social Support of client service workers within small and medium enterprises, A cross-sectional survey design was used. An availability sample was taken from small and medium enterprises employing client service workers in the Mpumalanga Province (N = 145). The Greek Emotional Intelligence Scale (GEIS), Frankfurt Emotion Work Scales (FEWS), Utrecht Work Engagement Scale (UWES), Oldenburg Burnout Inventory (OLBI) and Social Support Scale, as well as a biographical questionnaire were used as measuring instruments. Cronbach alpha coefficients, factor analysis, inter-item correlation coefficients, Pearson product moment correlation coefficients, stepwise multiple regression analysis, and Multivariate analysis of variance (MANOVA) were used to analyse the data. Principal component analysis resulted in a one-factor solution for Engagement labelled Work Engagement, and a two factor solution for Burnout namely: Disengagement and Emotional Exhaustion. Regarding Social Support, a three factor model was extracted namely; Social Support - Co-worker, Social Support -Supervisor and Social Support - Family. A three factor model was extracted for Emotion Work namely: Emotional Dissonance, Display of Client Care and Extent of Client Interaction. A four-factor solution was extracted for Emotional Intelligence namely: Emotional Expression/Recognition, Use of Emotions to Facilitate Thinking, Control of Emotion as well as Caring and Empathy. An analysis of the data indicated that all of the correlations between the different constructs mentioned below are statistically and practically significant, Disengagement was positively related to Emotional Exhaustion and negatively related to Emotional Expression/Recognition, Emotion Use to Facilitate Thinking and Work Engagement. Emotional Exhaustion was positively related to Emotional Dissonance and negatively related to Emotional Expression/Recognition. Emotional Dissonance was positively related to Display of Client Care, while Display of Client Care was positively related to Extent of Client Interaction, as well as Caring and Empathy. Emotional Expression/Recognition was positively related to both Emotion Use to Facilitate Thinking and Work Engagement. Emotion Control was positively related to Emotion Use to Facilitate Thinking, while it in turn was positively related to Work Engagement. Finally, Social Support from Co-workers was positively related to Social Support from Supervisors and Family, and Social Support from Supervisors was positively related to Social Support from Family. A multiple regression analysis indicated that Emotion Work, Social Support and Emotional Intelligence predicted 29% of the variance in Work Engagement, 30% of the variance explained in Disengagement and 37% of the variance in Emotional Exhaustion. A multivariate analysis of variance (MANOVA) which was used to determine differences between the departmental, age, race, qualification, language and gender groups with regard to Emotion Work, Emotional Intelligence, Well-being and Burnout, indicated no statistical significant differences (p < 0,05). The results indicated a correlation between Emotional Intelligence, Emotion Work and Well-being factors. Emotional Intelligence factors predicted Work Engagement and Emotion Work predicted Emotional Exhaustion. Recommendations were made for the profession of client service work in small and medium enterprises, as well as for future research purposes. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2008.

Frontline client service workers are central to the service elements of any small and medium enterprise. People who have much customer or client contact are seen to be subject to stronger emotional display rules. These display rules may result in compromising the psychological and/or physical health of workers, because they often lead to a disturbing dissonance between felt emotions and the emotions one must exhibit. It is, therefore, of vital importance for service workers to exhibit Emotional Intelligence, which will enable them to manage both their own emotions and their interactions with other people. Their inability to do so may result in stress as well as physical and emotional exhaustion, also known as Burnout. The objective of this research was to determine the relationship between Emotion Work, Emotional Intelligence, Well-being and Social Support of client service workers within small and medium enterprises, A cross-sectional survey design was used. An availability sample was taken from small and medium enterprises employing client service workers in the Mpumalanga Province (N = 145). The Greek Emotional Intelligence Scale (GEIS), Frankfurt Emotion Work Scales (FEWS), Utrecht Work Engagement Scale (UWES), Oldenburg Burnout Inventory (OLBI) and Social Support Scale, as well as a biographical questionnaire were used as measuring instruments. Cronbach alpha coefficients, factor analysis, inter-item correlation coefficients, Pearson product moment correlation coefficients, stepwise multiple regression analysis, and Multivariate analysis of variance (MANOVA) were used to analyse the data. Principal component analysis resulted in a one-factor solution for Engagement labelled Work Engagement, and a two factor solution for Burnout namely: Disengagement and Emotional Exhaustion. Regarding Social Support, a three factor model was extracted namely; Social Support - Co-worker, Social Support -Supervisor and Social Support - Family. A three factor model was extracted for Emotion Work namely: Emotional Dissonance, Display of Client Care and Extent of Client Interaction. A four-factor solution was extracted for Emotional Intelligence namely: Emotional Expression/Recognition, Use of Emotions to Facilitate Thinking, Control of Emotion as well as Caring and Empathy. An analysis of the data indicated that all of the correlations between the different constructs mentioned below are statistically and practically significant, Disengagement was positively related to Emotional Exhaustion and negatively related to Emotional Expression/Recognition, Emotion Use to Facilitate Thinking and Work Engagement. Emotional Exhaustion was positively related to Emotional Dissonance and negatively related to Emotional Expression/Recognition. Emotional Dissonance was positively related to Display of Client Care, while Display of Client Care was positively related to Extent of Client Interaction, as well as Caring and Empathy. Emotional Expression/Recognition was positively related to both Emotion Use to Facilitate Thinking and Work Engagement. Emotion Control was positively related to Emotion Use to Facilitate Thinking, while it in turn was positively related to Work Engagement. Finally, Social Support from Co-workers was positively related to Social Support from Supervisors and Family, and Social Support from Supervisors was positively related to Social Support from Family. A multiple regression analysis indicated that Emotion Work, Social Support and Emotional Intelligence predicted 29% of the variance in Work Engagement, 30% of the variance explained in Disengagement and 37% of the variance in Emotional Exhaustion. A multivariate analysis of variance (MANOVA) which was used to determine differences between the departmental, age, race, qualification, language and gender groups with regard to Emotion Work, Emotional Intelligence, Well-being and Burnout, indicated no statistical significant differences (p < 0,05). The results indicated a correlation between Emotional Intelligence, Emotion Work and Well-being factors. Emotional Intelligence factors predicted Work Engagement and Emotion Work predicted Emotional Exhaustion. Recommendations were made for the profession of client service work in small and medium enterprises, as well as for future research purposes. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2008.