Este estudo tem como objetivo verificar se as informações obtidas através dos distintos conceitos e definições de overhead, apresentadas pela academia, possuem as características qualitativas fundamentais (relevância e representação fidedigna) e de melhoria da informação contábil (comparabilidade, verificabilidade, tempestividade e compreensibilidade). Como objetivos específicos, buscou-se identificar se os autores pesquisados apresentam a origem do termo e a sua utilidade, além de verificar qual a abordagem utilizada na elaboração de seus conceitos e definições de overhead. A pesquisa identificou que dentre as vinte e duas obras analisadas que apresentaram definição ou conceito sobre o termo, 55% delas consideram o overhead como sinônimo de custos indiretos e também que, a informação gerada a partir dessas definições não possui as características qualitativas da informação contábil. Os demais trabalhos (45%) apresentaram definições distintas como, por exemplo, despesas relacionadas às pessoas de uma organização ou custos relativos às atividades de natureza preponderantemente administrativas, definições essas que possuíam as características qualitativas da informação contábil. Em nenhum dos trabalhos consultados encontrou-se a origem de tal termo e em apenas um deles, um trabalho de Administração, foi apresentada a sua utilidade. Constatou-se também que a maior parte dos trabalhos embasa a definição de overhead na relação desse com a entidade objeto de custeio, classificada nesse estudo como Abordagem Relacional. / This study aims to determine whether information obtained through the different concepts and definitions of overhead presented by the academy, hold the fundamental qualitative characteristics (relevance and faithful representation) and improvement characteristics of accounting information (comparability, verifiability, timeliness and understandability). The specific objectives sought to identify whether the authors have investigated the origin of the term and its usefulness, and perceive which approach they used in the development of their concepts and definitions. This research identified that among the twenty-two works that had presented the concept or definition of the term, 55% of them consider it as a synonym for indirect costs and the information generated from these definitions does not have the qualitative characteristics of accounting information. The remaining studies (45%) had distinct definitions, for example, people related costs or costs related primarily to administrative activities, these definitions does have the qualitative characteristics of accounting information. In none of the studies the origin of the term has been found and only in one, a Management text, was presented its usefulness. It has also found that most of the work underpinning the definition of overhead relates it to the entity object costing, classified in this study as Relational Approach.

Kwan Yee-fai. / Abstract also in Chinese. / Thesis (MBA)--Chinese University of Hong Kong. / Bibliography: leaves 42-43.

本研究运用地方政治经济特征来解释商业协会与威权国家关系的分化,以及商业协会之间的系统差异，主张在地方政治经济结构中理解商业协会的角色及其之于威权政体的意义。本研究说明了在转型中国商业协会政治角色的新经验进展，探讨了社会利益能够成功地以制度化的方式输入威权政体的条件。 / 在国家一面，本项研究说明了支撑地方威权国家维持支配的制度基础。激励地方政府开拓财源的财政制度和刺激官僚追求政绩的晋升制度，促使地方政府及其组成部门利用商业协会来提供必要的财政补给、提供公共品和帮助政府执行治理职能。在社会一面，中国的地方政治经济发展模式并非消弭而是加深了私营企业主之间的利益分化，破坏了商业协会的同质性基础。大型私企、中小型私企、个体与地方政府的互动模式具有本质差别，形成了分化的利益诉求。但是当前的商业协会体系并不能处理这种分化了的社会利益诉求，试图将它们都聚集到同一个结社中，既破坏了结社的内部凝聚力，也阻碍了制度化利益传输的可能。 / 商业协会与威权国家的关系取决于政府渗透与结社凝聚力两大条件的交互作用。本研究将当下商业协会与威权国家的关系概括为四种类型：“合作型，“对抗型，“支配型和“庇护型。不同类型协会表达利益诉求的能力不同，“合作型与“对抗型都可以曲折的方式实现利益中介，但它们都还不是制度化的利益中介过程。通过“去政治化的政治整合过程，当前中国的商业协会对威权政体的政治稳定起到了正面作用。基于上述分析，合理的推论是：若地方政治经济特征存在系统差异，则商业协会的整体状况也应存在系统差异。本研究所建立的关于商业协会政治影响力的Logistic回归模型说明，商业协会的层级越高，组织凝聚力越高，与政府的“合作型关系越强，其被政府咨询以及实际影响政策的可能性也越高。在中国，在更高的政府层级上商业协会具有更可见的政治影响力。 / This research reveals how the differentiated relation between business associations and authoritarian state and the systematic organizational variations are configurated by local political economy, and argues the political significance of business associations in authoritarian state should be located in the specific political economic structure. This research displays recent development of business associations' political role in transitional China, and identify the conditions that facilitate organizational social interest pursuits to be successfully inputted into authoritarian state. / On the one hand, this research discusses the institutional bases which motivate the local authoritarian state to maintain continuing domination over society. Both the fiscal institution driving local state to expand revenue incomes and the bureaucratic promotion institution driving officials to accumulate political achievements motivate the local government to achieve following benefits from penetrating and dominating business associations: extract money from society, provide public goods, and facilitate the governance functions. On the other hand, the specific developmental pattern of local market economy actually has deepened the fragmentations among emerging private entrepreneurs instead of remedying them, which further discourage the associational cohesion of business associations. The big, middle, and small private entrepreneurs are characterized by essentially different interactions with the local government and diversified interest pursuits. However, the current associational arrangements forcing these interest pursuits into one single association do harm to the formation of organizational cohesion and the possibility of successful interest intermediation. / This research regards the relations between business associations and authoritarian state as the result of interactions between the governmental penetration and the associational cohesion. Four types can be identified from the empirical cases studies, the corporatist type, the oppositional type, the dominated type, and the clientelistic type. Both the corporatist type and oppositional type can transfer collective interest pursuits into the polity through their leverages on the governments' benefits. However, whichever type do not embody themselves as stable institutional arrangements, but as the contingent negotiations on practical interests. Through the process of depoliticized political integration, contemporary business associations in China contribute to the stability of the authoritarian regime. / After clarifying the mechanism how local political economy configurates the characteristics of business associations, one reasonable hypothesis should be that business associations' characteristics should vary with the local political economy's characteristics. Considering the hierarchical governmental structure's prominent role in shaping politics, this research then concerns its influence on the political performance of business associations. Based on Logistic regression models, this research identifies the determinants contributing to business associations' political influence in contemporary China. The statistical model reveals following patterns: (1) business associations from the higher level get more political opportunities than those from the lower level; (2) business associations from the higher level are more likely influential on policy decisions than those from lower level. These variations indicate that in the national politics the business associations in contemporary China exert most significant institutional political influence. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / 纪莺莺. / "2013年7月". / "2013 nian 7 yue". / Thesis (Ph.D.)--Chinese University of Hong Kong, 2013. / Includes bibliographical references (leaves 141-149). / Abstract in Chinese and English. / Ji Yingying. / 中文摘要 --- p.i / 英文摘要 --- p.ii / 全书结构 --- p.vi / Chapter 第一章 --- 导论 --- p.1 / Chapter 一、 --- 问题 --- p.2 / Chapter 二、 --- 翻转视角：以地方政治经济特征作为分析出发点 --- p.6 / Chapter 三、 --- 研究方法 --- p.12 / Chapter 四、 --- 研究概览 --- p.14 / Chapter 五、 --- 研究框架 --- p.15 / Chapter 第二章 --- 当代中国的商业协会：经验、理论与近期发展 --- p.16 / Chapter 一、 --- 当代中国的商业协会体系 --- p.16 / Chapter 二、 --- 公民社会视角中的商业协会 --- p.20 / Chapter 1、 --- “公民社会视角与问题意识 --- p.21 / Chapter 2、 --- 1990年代的经验研究 --- p.22 / Chapter 3、 --- 经验研究的近期发展 --- p.24 / Chapter 三、 --- 法团主义及其批评 --- p.28 / Chapter 1、 --- 法团主义的涵义 --- p.28 / Chapter 2、 --- 经验研究的证据 --- p.30 / Chapter 3、 --- 经验研究的挑战 --- p.32 / Chapter 四、 --- 既有研究的缺陷 --- p.34 / Chapter 1、 --- 单一维度自主性的“陷阱 --- p.34 / Chapter 2、 --- 缺乏对分化经验现象的解释 --- p.36 / Chapter 3、 --- 缺乏对组织内部特征的分析 --- p.37 / Chapter 五、 --- 近期发展：增长 --- p.37 / Chapter 1、 --- 商业协会的增长模式 --- p.38 / Chapter 2、 --- 结构自主性的分化 --- p.41 / Chapter 3、 --- 功能自主性的分化 --- p.43 / Chapter 4、 --- 讨论 --- p.47 / Chapter 第三章 --- 威权国家支配的制度基础 --- p.48 / Chapter 一、 --- 问题 --- p.48 / Chapter 二、 --- A市素描：国家主导下的市场化转型 --- p.50 / Chapter 三、 --- A市社会组织的近期发展 --- p.53 / Chapter 四、 --- 制度视角：地方政府的制度约束 --- p.57 / Chapter 1、 --- 目标：“追求发展与“维持稳定 --- p.58 / Chapter 2、 --- 财政限制 --- p.59 / Chapter 3、 --- 官僚晋升制度 --- p.60 / Chapter 五、 --- 碎片化地方政府的持续支配 --- p.62 / Chapter 1、 --- 财政补给 --- p.64 / Chapter 2、 --- “政绩与“公共品 --- p.66 / Chapter 3、 --- 有利于政府部门的管理职能 --- p.67 / Chapter 六、 --- 反思国家的角色 --- p.68 / Chapter 第四章 --- 结社的社会基础：内部分化与组织原则 --- p.70 / Chapter 一、 --- 问题：被忽略的结社内部 --- p.70 / Chapter 二、 --- 商业协会的社会基础 --- p.72 / Chapter 1、 --- 分化的私营经济 --- p.73 / Chapter 2、 --- 主导的分化维度：企业规模 --- p.75 / Chapter 三、 --- 商业协会的内部分化 --- p.78 / Chapter 1、 --- 工商联：大型企业与中小企业的分化策略 --- p.78 / Chapter 2、 --- 个民协会的双重组织逻辑 --- p.81 / Chapter 四、 --- “理事会支配：谁是结社里的积极分子？ --- p.85 / Chapter 1、 --- 谁成为“理事 --- p.86 / Chapter 2、 --- 商业协会里的“党支部：政治整合的强指标 --- p.88 / Chapter 五、 --- 讨论 --- p.89 / Chapter 1、 --- “去政治化的政治整合 --- p.90 / Chapter 2、 --- “关系与公民社会：促进或是阻碍？ --- p.91 / Chapter 第五章 --- 国家与社会之间：商业协会的类型学分析 --- p.92 / Chapter 一、 --- 新的分析框架 --- p.92 / Chapter 二、 --- “合作型：微型“卡特尔--文化娱乐行业协会 --- p.94 / Chapter 三、 --- “对抗型：维权者--代理商联合会 --- p.98 / Chapter 四、 --- “支配型：出租车行业协会 --- p.103 / Chapter 五、 --- “庇护型：水产协会 --- p.107 / Chapter 六、 --- 商业协会的行动策略及其政治后果 --- p.108 / Chapter 七、 --- 假设 --- p.110 / Chapter 第六章 --- 商业协会的层级分化 --- p.111 / Chapter 一、 --- 问题 --- p.111 / Chapter 二、 --- 文献回顾 --- p.112 / Chapter 1、 --- 为何讨论“层级差异 --- p.112 / Chapter 2、 --- 既有答案：可能的机制 --- p.115 / Chapter 3、 --- 重构既有研究 --- p.116 / Chapter 三、 --- 个案研究 --- p.117 / Chapter 1、 --- 两个工商联：政治经济特征的差异与后果 --- p.117 / Chapter 2、 --- 一个化工企业的游说策略 --- p.125 / Chapter 3、 --- 研究假设 --- p.127 / Chapter 四、 --- 统计检验 --- p.128 / Chapter 1、 --- 变量说明 --- p.128 / Chapter 2、 --- 回归结果 --- p.130 / Chapter 五、 --- 总结：“法团主义何以可能？ --- p.132 / Chapter 第七章 --- 结论 --- p.133 / Chapter 一、 --- 理论适用性的再评估 --- p.135 / Chapter 二、 --- “去政治化的政治整合 ：理解威权政体的稳定性 --- p.137 / Chapter 三、 --- 有关改革 --- p.139 / 参考文献 --- p.141 / Chapter 后记： --- 关于研究的“研究 --- p.150

The objective of this research is to evaluate Human Resources managerial/development effectiveness (HRM/DE) of frontline managers from the perspectives of managers themselves and stakeholders in the public health sector (PHS) of Ghana. The study did this through the development of a conceptual framework which combined the use of integrated organisational and management theoretical perspectives and contextual variables. The study employed the mixed methods research methodology which combined both empiricism and post post-positivists' views with critical realism as the underpinning philosophy. A total of 18 district directors of health, from two regions were purposively sampled and interviewed utilising an in-depth open ended questionnaire through the discussion. Additionally, key policy makers were interviewed and focus group discussions held and a structured questionnaire completed by another group of employees, who assessed managers' capabilities. Discourse analysis was used for the analysis with the aid of Nvivo 7 for the qualitative material whilst quantitative data were analysed using simple descriptive statistics. Findings were triangulated using Marquart and Zercher's (2000) cross-over track analysis framework. Findings show research questions were answered. Majority of district directors lack managerial competencies; are less interested in HRM/D activities, less confident of their human resource skills and less sure of the political and representational skills required of managers. In particular, it is necessary to take account of the political structure of the PHS of Ghana; significant differences exist in power, individual or group interests, values, assumptions and expectations. However, most district directors have tried to indigenise HRM/D practices as a way of motivating and retaining staff. Core Human resources managerial competencies from the perspectives of the three sampled groups have been compiled. It is the first time such a study has been conducted in the PHS of Ghana and which has therefore made inroads in the existing literature and has contributed to HRM/D literature information in Africa particularly Ghana. It also paves the way for understanding management in the African context and perspective and specifically in health care settings. This study has gone beyond the two groups of respondents and proved that the use of multiple respondents generates rich findings and unveiled what would normally have not been possible if single respondents were used.

The impetus for this research was the increasing threat of catastrophic wildfires resulting from the accumulation of fuels across the West. Guided by the priorities, goals, and guiding principles outlined by the national fire plan (NFP), the objective was to identify those areas within a pinyon-juniper woodland-dominated landscape with the highest hazard of catastrophic wildfire. The intent was to help managers prioritize proactive fuels management efforts outside of the wildland urban interface (WUI). Based on a management paradigm, constraints were placed on the data collection, analysis, and model development. A geographic information system (GIS) was used to create a hazard assessment at a landscape scale in Tintic Valley, Utah. Hazard categories were a classification of fuels based on crown cover of pinyon-juniper trees, utilizing remotely sensed data. The data set consisted of digital orthophoto quadrangle (DOQ) images from 1993. The methods were developed in three phases. Phase One resulted in a hazard assessment protocol. In Phase Two, data layers were created to further divide the hazard categories into more tractable management units. Phase Three, through the retrospective examination of recent wildfires, indicated the limitations and utility of the assessment technique. The protocol presented provides a relatively fast, inexpensive, and timely hazard classification technique for pinyon-juniper woodlands at a watershed level. It is intended to be used for coarse-scale assessments of fuel hazards for strategic planning purposes. While not appropriate for fire behavior predictions, this assessment can focus managerial efforts for additional tactical planning.

To achieve poverty alleviation as stated by the UN’s global goals and agenda 2030 more research in the field is needed. The MSME segment has a vital role to play for economic growth in developing countries. However, no clear growth has been seen for these enterprises even though much aid has been given. Efforts to create a business training system has been made but will play a bigger role in the future.  Thru a comparative cross-sectional study it is showcased what skills are connected to enterprise growth. This study aims to help explain what managerial skills should be further investigated when it comes to investing time and resources in business training systems. By interviewing the MSME managers on site and discussing the matter with CEO’s of business training organizations unique data was collected. With the help of NVivo software data is processed and categorized. Final correlations to growth by examining the differences between growing and non-growing managers skills in different fields.  Similarities in skills prioritized between managers in growing and non-growing was detected. Findings suggest that business plan and accounting skills are more present in growing enterprises. Ultimately the differences were not enough to demonstrate managerial skill as a strong contributor to enterprise growth.

The question of whether outsourcing is a good or bad organizational practice has traditionally come down to whether the positive financial impact of outsourcing overcomes the potential organizational liabilities. The theoretical model proposed in this thesis argues that such thinking underestimates the positive organizational benefits that arise from outsourcing by giving inadequate consideration to impacts that outsourcing has on the innovation cycle of outsourcing providers. This research adds to our understanding of outsourcing decision-making in three important ways. First, the thesis presents how innovation benefits can arise from outsourcing and proposes four potential innovation benefits from outsourcing – the motivation for creativity, innovation scale, innovation scope and complementarity of capability. The central hypotheses argue that these beneficial factors should increase the likelihood of a decision to outsource an activity. Second, this research extends our understanding of outsourcing by examining the moderating effect of value appropriation on the decision to outsource. Third, the thesis provides a rigorous empirical utility theoretical approach – best-worst scaling and discrete choice modeling – to understanding managerial preferences and the components of outsourcing decision making. The findings reveal that a significant segment of managers do indeed look beyond cost in choosing to outsource, focusing instead to concentrate broadly on a supplier’s commitment to innovation, complementarity of capabilities and the ability of an outsourcing contract to appropriate value created in a relationship. This implies that the managerial application of outsourcing is not restricted to a short-term solution for cost savings, but can potentially be thought of, and used as, a strategic mechanism to drive innovation in organizations. Some benefits may not be immediately obvious (e.g., a supplier’s motivation for innovation) and require more awareness from managers. Together, the theory and empirics provide insight into outsourcing decision-making and the opportunities for extending outsourcing as a strategic mechanism to drive innovation more broadly.

In a review on conflict strategies, Putnam and Poole (1987) conclude that relationship variables such as organisational position and interdependency account for the most variance in the choice of conflict strategies. Despite these findings, however, there is a general lack of attention to relationship outcomes in conflict management by researchers (Knapp, Putnam, and Davis, 1988). This reflects the strong influence of economic theory in conflict studies as well as a Western perspective in which individual outcomes are emphasised above interpersonal relations (Wall & Callister, 1995). To address this problem, in this thesis I chose to assess the effect of Past-Relationship, Other's-Strategy, Hierarchy, and Stake on Chinese manager's behaviour in simulated conflict over welfare issues. The thesis consists of the following seven chapters. Chapter One, Introduction, identifies the need to address relationship considerations in conflict management, and the PRC Chinese were chosen as subjects for this research because of their emphasis on interpersonal relations. Past-Relationship, Other's-Strategy, and Hierarchy were chosen to represent the ongoing interpersonal relationship in the past, present and future; and Stake was used to represent substantive considerations in conflict. These factors were assessed for their effects on people's use of five conflict modes: Dominating (DO), Compromising (CO), Obliging (OB), Integrating (IN), and Avoiding (AV). Although these five conflict modes are based on a model developed in the West, they are applicable to the Chinese as well despite the recent critics by some authors. The limited research on Chinese interpersonal conflict has over-relied on self-report questionnaires and lacks the context and substance of conflict. To avoid these pitfalls, the current research took an experimental approach to solicit subject response to simulated conflict of interests. Chapter Two, Hypotheses and research design. Five sets of hypotheses were developed. Stake, Past-Relationship, and Other's-Strategy were expected to affect the use of conflict modes in their own respective ways; Hierarchy's effects were to be moderated by Stake; and an interaction between Other's-Strategy, Past-Relationship, and Hierarchy was also expected. To test these hypotheses, three sources of data were collected: behaviour in conflict simulation, behaviour rationales, and cases of real-world conflict. The conflict issues in the simulation were limited to the allocation of welfare benefits. The range of options and potential outcomes were made explicit to the subjects. Hierarchy, Past-Relationship, and Stake were operationalised through 12 conflict scenarios, which were then combined with Other's-Strategy, giving rise to a total of 48 experimental conditions. A total of 384 Chinese managers participated in the conflict simulation. Chapter Three, Conflict Mode Simulation (CMS). This chapter introduces the development of the experimental instrument, the CMS. Based on the analysis of Mode Game (Cosier & Ruble, 1981), the CMS was created as an experimental instrument for research of the five conflict modes in general and for the hypothesis testing in this study in particular. It allows participants five conflict modes to deal with conflict scenarios; the payoffs of different combinations of modes were logically derived; the 3-2-2 settlement structure enables the CMS to accommodate complex behaviour patterns; and the combination of unitary rules with multiple conflict scenarios controls confounding effects, and gives CMS the flexibility for different research topics. Chapter Four, Data collection and analysis of the simulation data, discusses hypothesis testing through the conflict simulation. The data fit the theoretical model satisfactorily in general. The five sets of hypotheses were largely supported by the simulation data. 1) As the Stake increased, the use of DO and IN increased and the use of OB decreased. The use of AV peaked on Medium-Stake issues. 2) Hierarchy strongly affected the use of DO and OB on High-Stake issues, but that effect diminished as Stake decreased and no difference between hierarchy groups was found at the Low-Stake level. 3) The Indebted group used more OB and fewer DO than the Wronged group, but the uses of IN and AV were not related to Past-Relationship. 4) Other's-Strategy affect behaviour through reciprocating, suppressing, promoting, and learning effects. 5) The same mode (Compromsing) used by different people under different situation had different results. It was also shown in post hoc analyses that relationship concerns played important roles even when faced with the rivalry of substantive concerns. Moreover, the negative effect of combative behaviour was stronger than the positive effect of good deed. Several other important behavioural patterns were also discussed. Chapter Five, Analysis of the rationales of CMS behaviour. Twenty-six major rationale themes were reported by subjects to account for their behaviour in CMS. The report of competitive vs. conciliatory themes depended mainly on Past-Relationship and Stake. The Indebted group reported more conciliatory themes and fewer competitive themes than the Wronged group; and the High-Stake group reported more competitive themes and fewer conciliatory themes than the Med/Low-Stake group. Hierarchy's effect on subject rationale was weak. It was also discovered that subject sensitivity towards Past-Relationship shifted according to Stake. The four modes of CO, OB, IN, and AV shared the same pool of conciliatory themes, which distinguished them from DO, but there were important differences among them as well. Chapter Six, Analysis of self-reported cases of conflict. Fifty-two cases of real world conflict comparable to the CMS conflict scenarios were collected. Analysis shows that Past-Relationship, Stake, and Other's-Strategy affected behaviour in these conflict cases in ways in-line with their respective hypotheses. Hierarchy, however, did not show reliable effects on subject behaviour. Subject description on different types of competing enables the in-depth analysis of the DO mode. The nonsymmetrical effects of Past-Relationship, Stake, and Other's-Strategy manifested in CMS are also observed in these real conflict cases. Chapter Seven, Discussion and conclusion. After an overview of the results of hypothesis testing in different data sources, the implications of some particular issues are discussed. 1) Although the two-dimension model fitted the CMS data well when a variety of different conflict situations were assessed together, in particular situations a hierarchical model is more accurate. 2) Evidence from different data sources confirms that relationships in the past, present and future all have a role to play in the conflict of interests. 3) In terms of the relative importance of different factors, Past-Relationship and Other's-Strategy are at least as important as Stake, whereas Hierarchy is the least important in the given situation of this study. 4) The weak effect of Hierarchy reflects the constraint by status ethics (Hwang, 1991), the interdependence between superior and subordinates, and the broader power base of the highly educated subordinates. 5) Although avoidance was perceived positively, it was not used much when specific conflict issues were given. 6) The Conflict Mode Simulation (CMS) has proved to be indispensable for many of the findings in this study, and it has great potential as an experimental tool for research of conflict modes in general. Finally the limitations of this study and the direction of future research are discussed.

This thesis examines the transformation of work in two public sector organisations, the Commonwealth Employment Service and the Department of Social Security. The analysis considers the impact of organisational and technological change on operational staff at Administrative Service Officer 3 level within these agencies. The relationship between these changes, managerial control and the degree of alienation experienced by staff is highlighted. Considerable transformation of the labour process of workers in both organisations is evident. The most significant cause of these transformations has been facilitated by new technology. New technology has facilitated the reorganisation of work and permitted government policies to reorient the focus of these agencies. In both, a more professional relationship is being fostered between clients and staff, not only through government programs but also through a quality service emphasis. A close relationship between clients and public servants was contrary to all traditional notions of bureaucracy, where impersonality and impartiality are highlighted. This change in focus has been facilitated in the CES by circumstances which rendered newer staff unprepared in the face of increasing client numbers, inadequate training and constantly changing government policy. Staff under these circumstances resorted to empathetic behaviours and emotional labour to offset their deficiencies. These behaviours have now been incorporated into organisational practices. The emotional labour has become regulated empathy. In the DSS regulated empathy has been imposed upon staff as an outcome of new technology facilitating job redesign, and government policy requirements. The utilisation of emotional labour in the DSS is in an embryonic stage consistent with it having been imposed upon workers who were previously all but invisible to their clients. Regulated empathy is argued to be a new type of managerial control in the public sector, incorporating aspects of the worker's personality into the wage-effort bargain. Management has invaded spaces which were once private and has incorporated these into the labour process. Furthermore, it is concluded that the incorporation of these aspects into the wage-effort bargain has the potential to create incompatibilities between constructed work identities and non-work identities, resulting in psychological harm to workers.

Thesis (Ph.D. (Education))--North-West University, Potchefstroom Campus, 2008.