This study re-examined a previously validated application blank in use for 1 year to screen applicants for the position of equipment operator with a company involved in hydrocarbon recovery. Subjects were 409 male equipment operators ranging in age from 19 to 38 years. Minorities accounted for 12% of the group, while 88% were white. Subjects were randomly divided into an even group, N = 201, and an odd group, N = 208. Multiple R's of .39 were obtained for the most significant 10 variables in each group, but these shrank considerably during cross-validation. Only 3 variables were common to both groups since the unique error variances for each group resulted in different arrangements of variables. It was concluded that the items should be re-examined for relevancy and job relatedness.

A research report submitted to the Faculty of Commerce, Law and Management, University of the Witwatersrand, in partial fulfilment of the requirements for the degree of Master of Management in Strategic Marketing Johannesburg, 31 March 2016 / The purpose of this study was to understand the impact of sales staff turnover on customer equity in the South African luxury automotive industry. The concept customer equity has three elements that load onto it, namely; value equity, brand equity and relationship equity. For the purpose of this study, the focus was on relationship equity as this is the one customer equity element that the Sales Executives are able to influence. Rust, Zeithaml, and Lemon (2001) are of the view that customer equity drivers vary in importance for different industries. In relationship orientated industries (e.g. banking and automotive industry), relationship equity may be the most important driver of customer equity. Relationship equity is also known as retention equity as it entails the customers conscious decision to stick with a certain brand even after having conducted thorough research and analysis of other brands (Lemon, Rust, & Zeithaml, 2001). The study used a quantitative research method and the data is founded on the results from 73 surveys received from customers who own luxury vehicles, namely Audi. The data was analysed utilising multiple regressions, using the independent t-test to accept or reject the proposed hypotheses. Understanding the impact of sales staff turnover on relationship equity in the automotive sector is critical as this industry currently suffers from very high Sales Executive turnover. Original Equipment Manufacturers and dealer management need to understand the impact of this high staff turnover on the customers and ultimately potential future sales so that they may be able to mobilise effective strategies to minimise any negative impact caused by sales staff churn. The theoretical framework for this study is taken from a model by Vogel, Evanschitzky, and Ramaseshan (2008), which looks at the 3 drivers of customer equity and how these drivers effect customer loyalty intentions and future sales. This study found that sales staff turnover has a strong, significant relationship to relationship equity, meaning that sales staff turnover negatively affects relationship equity for the organisation, and therefore negatively affects the customer experience. / GR2018

Submitted by Filipe dos Santos (fsantos@pucsp.br) on 2018-10-10T10:21:23Z No. of bitstreams: 1 Karina Stefanin Pereira.pdf: 858145 bytes, checksum: f3a6616531cbdca01642c432aa1b908e (MD5) / Made available in DSpace on 2018-10-10T10:21:23Z (GMT). No. of bitstreams: 1 Karina Stefanin Pereira.pdf: 858145 bytes, checksum: f3a6616531cbdca01642c432aa1b908e (MD5) Previous issue date: 2018-08-30 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / This study aims to identify the reasons of the turnover among the professionals who are in charge of the pedagogical coordination. Considering that, in many cities, the pedagogical coordinator takes over a function, instead of a permanent position, this research aimed to investigate the reasons that led the subjects to take over such function and why they resigned from it and returned to the position of teacher some time later. The research hypothesis is that the expectations of the professionals are not confirmed while working as a pedagogical coordinator and the difficulties they find to meet all the demands determine their resigning, which, comes to cause the turnover in the function. The main theoretical references mobilized were the studies on pedagogical coordination by Flávia Vieira, the concepts of schoolcentered in-service teacher training by João Barroso and Juan Manuel Escudero and Antonio Bolívar Botia and, fundamentally, the concept of turnover by Maria Helena Galvão Frem Dias da Silva and Cilene Ribeiro de Sá Leite Chakur. The research was developed in the municipal schools of Jundiaí, SP, through a scale questionnaire, answered online by professionals of Basic Education who resigned from the function of pedagogical coordinator between 2013 and 2016. The results show that the resignation of the function was determined by the fact that some expectations were not confirmed while developing the functional requirements, such as the desire to carry out the in-service teacher training, to contribute to the school improvement and to take part in a training program themselves; and also because of the difficulties they find, such as an increase in working hours, the limitation of work to solving conflicts and problems, and the feeling of solitude while working as a pedagogical coordination. In addition, the data indicate that the fact that pedagogical coordination is not an effective position influences the turnover of the function, since they take responsibility of it with the intention of doing it only for a short period of time / Este estudo teve como objetivo identificar as razões da rotatividade entre os profissionais que assumem a coordenação pedagógica. Considerando-se que, em muitos municípios, o coordenador pedagógico exerce uma função, isto é, não se trata de um cargo, buscou-se investigar as razões que levaram os sujeitos a assumi-la e por que houve desistência da função e retorno ao cargo de professor. A hipótese de pesquisa é a de que as expectativas dos profissionais não se confirmam no trabalho da coordenação pedagógica e as dificuldades para exercer todas as atribuições determinam a desistência, o que ocasiona a rotatividade na função. Os principais referenciais teóricos mobilizados foram os estudos sobre coordenação pedagógica de Flávia Vieira, os conceitos de formação continuada de professores centrada na escola de João Barroso e de Juan Manuel Escudero e Antonio Bolívar Botia e fundamentalmente o conceito de rotatividade de Maria Helena Galvão Frem Dias da Silva e Cilene Ribeiro de Sá Leite Chakur. A pesquisa foi desenvolvida na rede municipal de ensino de Jundiaí, SP, por meio de questionário com escalas respondido online por profissionais da Educação Básica que desistiram da função de coordenador pedagógico entre 2013 a 2016. Os resultados demonstram que a desistência da função foi determinada pelo fato de algumas expectativas não terem se confirmado no exercício da função, como o desejo de realizar a formação continuada de professores, contribuir com a escola e receber formação; e também pelas dificuldades encontradas, tais como o aumento da jornada de trabalho, a restrição do trabalho à resolução de conflitos e problemas e a solidão no exercício da coordenação pedagógica. Além disso, os dados indicam que o fato de a coordenação pedagógica não ser um cargo efetivo influencia a rotatividade da função, pois eles já a assumem com a intenção de exercê-la apenas por um curto período de tempo

This research was designed to investigate whether or not there are significant positive relationships between the total number of reasons production employees cite for staying with an industrial firm and measures of both job performance and job satisfaction. In addition, this study sought relationships between employee work values and both job performance and job satisfaction. Significant positive correlations have been established for tribalistic and existential values with production worker job performance. Further, significant positive correlations were shown for conformist values, and negative correlations for manipulative values with both job satisfaction and with the total number of reasons cited for staying with the firm. This study gives support to a situational theory of work motivation in which both job performance and satisfaction are dependent on the strength of employee job inertia.

In this dissertation, I investigated job satisfaction from a dynamic perspective. Specifically, I integrated the momentum model of job satisfaction with the affective shift model and crossover theory in an effort to move beyond traditional, static conceptions of job satisfaction and other constructs. Recent research and theoretical development has focused on the meaning of job satisfaction change for workers and how such change impacts their decisions to leave an organization. To extend this line of inquiry, I posited hypotheses pertaining to: (a) job satisfaction change with respect to positive work behavior (i.e., organizational citizenship behavior, family-supportive supervisor behavior); (b) the potential moderating effect of changes in negative work events (i.e., job demands, interpersonal conflict) on the relation between job satisfaction change and turnover intentions change and positive work behavior; and (c) the crossover of job satisfaction change from managers to employees and the potential underlying behavioral mechanisms. An archival dataset collected by the Work, Family & Health Network was used to investigate the aforementioned phenomena. Data were collected at two time points with a six-month interval via face-to-face computer-assisted personal interviews from individuals working at 30 facilities from a U.S. extended-healthcare organization. In total, data from 184 managers and 1,524 of their employees were used to test hypotheses. Data were analyzed using multilevel structural equation modeling. In an extension of the momentum model, I found that managers’ job satisfaction change positively related to changes in employee reports of their FSSB; in addition, I replicated prior findings in which job satisfaction change negatively related to turnover intentions change. Furthermore, based on my integration of the momentum model and the affective shift model, I tested the proposition that changes in negative work events (i.e., job demands, interpersonal conflict) would moderate the relationship between changes in job satisfaction and focal outcomes. For certain operationalizations of negative work events, hypothesis testing revealed significant interactions with respect to changes in all three outcomes: turnover intentions, OCB, and FSSB. The form of the interactions, however, deviated from my predictions for models including changes in turnover intentions and OCB, although my predictions were supported for models including changes in FSSB. In my integration of the momentum model and crossover theory, the associated hypotheses were met with very limited support. Specifically, the relationship between managers' job satisfaction change and employees' job satisfaction change approached significance, but the relationship between managers' level of job satisfaction and their employees' subsequent level of job satisfaction did not receive support. Similarly, the proposed mediational mechanisms (i.e., managers' OCB and FSSB) of these crossover relations went unsupported. In sum, while my contributions to the momentum model and the affective shift model were notable, my proposed integration of the momentum model and crossover theory was met with limited support. Overall, findings from this dissertation yield important implications for both theory and practice, as they may draw more attention to changes in job satisfaction, as well as the potentially beneficial role of changes in perceived negative work events.

Research questions/Empirical data. This thesis includes four papers that study selected aspects of the labor market transformation during the transition in Russia. In particular, the studies address the issues of non-wage employee compensation in Russian firms, location choices and labor market outcomes for the Russian migrants to Russia, the health effects of occupational change during the transition. The empirical data used come from the surveys of firms and individuals in Russia. The research results. In these studies author finds that Russian firms used in-kind benefits to bargain for the government support and to attach employees in the tight labor markets; Russian migrants to Russia sorted themselves across locations according to the demand for their skills; occupational changes during the transition lead to the declining health and increasing levels of alcohol consumption and smoking. A short description of the author. Olga Lazareva has received her B.Sc. in Economics from Novosibirsk State University in Russia and her M.A. in Economics from Central European University in Hungary. Currently she is a Ph.D. candidate at the Economics Department of the Stockholm School of Economics and a Senior Researcher at the Centre for Economic and Financial Research in Russia. / Diss. Stockholm : Handelshögskolan, 2009

Aim. To identify the factors of job satisfaction and stress of nurses and their association with turnover intention rate in an acute hospital in Hong Kong. Background. Heavy workload, shortage of manpower and high turnover rate of nurse are the major problems in Hong Kong particularly in public hospitals even after measures have been taken to tackle them in recent years. Many studies in western countries showed that workload, turnover rate, stress, satisfaction level and turnover intention of nurse were associated. However there are few studies in Asian countries. This information is needed to provide policymakers evidence to formulate particular policy to deal with these problems. Design. This is a cross sectional study. Survey data were collected from nurses in the medical ward, operation theatre and intensive care unit of Pamela Youde Nethersole Eastern Hospital in Hong Kong. Methods. A snowball convenience sampling method was used to collect samples from the selected departments. My colleagues in the select departments referred participants to me. Packet of questionnaire was distributed to the participants and the questionnaire was self - administered .The survey questionnaires, including the Expanded Nursing Stress Scale (ENSS), Job Satisfaction Scale (JSS) and Anticipated Turnover Scale (ATS), were used to collect data from the sampled subjects. Results. Mean scores of ENSS, JSS and ATS of the respondents were 140.77 out of 228, 114.12 out of 216 and 49.48 out of 84 respectively. These indicated that respondents had high stress and high intention to leave level but mild satisfaction level. It also revealed that there was inverse relationship between stress and satisfaction level (r = -0.23, 95% CI: -0.46 to -0.02) and between satisfaction level and intention to leave level (-0.41, 95% CI: -0.62 to -0.19). Conclusion. There is some evidence of high stress level and intention to leave in nurses working in public hospital while their satisfaction level is in a moderate level. Stress level, satisfaction level and intention to leave level in nurses are associated. The management should adopt an evidence – based approach in improving the work environment for nurses. Even though the generalization of this study is weak, it is useful for the hospital to deal with the human resource problems of nurses. / published_or_final_version / Public Health / Master / Master of Public Health

Thesis (Ph. D.)--University of Texas Health Science Center at Houston, School of Public Health, 2008. / Source: Dissertation Abstracts International, Volume: 69-02, Section: B, page: 0915. Adviser: Benjamin C. Amick, III. Includes bibliographical references.

Thesis (M.App.Psy.)--University of Waikato, 2006. / Includes bibliographical references (leaves 93-112)

Thesis (MA (Industrial Psychology))--University of Stellenbosch, 2006. / In the new service economy organisations have to distinguish themselves from their competitors in terms of the quality of their service delivery. In order to attain this new goal organisations realise the important role that customers play in their success. Organisations also recognize that modern day customers have different wants and higher expectations regarding service delivery compared to only a decade ago. To live up to these new challenges a novel form of conducting business was introduced to the global labour market: Telephone call centres provide quality and efficient service in the most cost-effective way possible by, inter alia, utilising customer service representatives (CSRs) to attend to clients’ each and every need – this job demand is termed emotional labour. Due to the way in which the CSRs’ work is structured and the wide-ranging demands placed on them, these individuals experience countless and varied stressors on the job. The result, in a nutshell, is that CSRs become emotionally exhausted and eventually leave the call centre. The purpose of the present research study is, therefore, to identify to what extent emotional labour influences CSRs’ feelings of emotional exhaustion, and whether the latter results in detrimental outcomes that undermine organisations’ success and competitive advantage in the marketplace. A large organisation’s call centre operators participated in the study (n = 84). Seven focus groups were conducted for the purpose of qualitative data collection: Six groups consisted of CSRs (N = 30) and one group consisted of team leaders (N = 4). Qualitative content analysis was used to analyse the focus group interviews. The participants (n = 84) also completed questionnaires measuring emotional labour, emotional exhaustion, supervisor support, organisational commitment, and intentions to leave. Analysis of the interview data supported the existence of the five theoretical constructs and additional sources of job stress, over and above emotional labour, were identified. Pearson product-moment correlation analysis was used to analyse the questionnaire data, followed by multiple regression analysis with organisational commitment and intentions to leave as dependent variables, and the remaining constructs as the predictors. After determining the fit of the measurement model, consisting of the five constructs, a structural model was tested. Both the measurement and structural models produced acceptable goodness-of-fit statistics. The results of the structural model did not indicate a significant correlation between the total construct emotional labour and emotional exhaustion. Significant correlations were found between emotional labour and supervisor support, emotional exhaustion and organisational commitment and intentions to leave respectively, and organisational commitment and intentions to leave. Multiple regression analysis indicated emotional exhaustion is a significant predictor of both lowered organisational commitment and increased intentions to leave. Structural equation modelling indicated emotional exhaustion is causally related to intentions to leave through organisational commitment. The findings are congruent with previous research on the detrimental effect of emotional exhaustion on organisational outcomes and illuminate the complex relationship between emotional labour and emotional exhaustion. Interventions minimising the impact of both emotional labour and emotional exhaustion, within a call centre environment, are explored.