Made available in DSpace on 2016-07-27T14:21:13Z (GMT). No. of bitstreams: 1 Daniella Pereira de Deus.pdf: 630403 bytes, checksum: 9ebdd4b8b9748893639d89f02fa907a1 (MD5) Previous issue date: 2006-11-21 / This study aimed at analyzing the mediating power of organizational values in the relation between the power bases and life quality at work. In order to do so, we propose an analysis model that investigates the influence of the organizational values in the relation between the power bases and life quality at work. We counted on the participation of 227 workers of four organizations a public one, philanthropic one and two private ones. The instruments used in order to collect the data were: an organizational values inventory, a scale of perception of the power bases and the scale of perception of life quality at work. The collected data were analyzed with the use of SPSS - Statistical Package for the Social Sciences, version 12.0. The results of the analysis show that only the organizational value conservation mediates the relation between the power bases of legal prerogatives and resources control and life quality at work. Among the biographical values, only the gender influenced life quality at work. / Este estudo teve como objetivo analisar o poder mediacional dos Valores Organizacionais na relação entre as Bases de Poder e a Qualidade de Vida no Trabalho. Para tal, propõe um modelo de análise que investiga a influência dos Valores Organizacionais na relação entre as Bases de Poder e a Qualidade de Vida no Trabalho. A realização do estudo contou com a participação de 229 trabalhadores de quatro organizações, sendo uma pública, uma filantrópica e duas privadas. Os instrumentos utilizados foram: Inventário de Valores Organizacionais, Escala de Percepção de Bases de Poder e Escala de Percepção de Qualidade de Vida no Trabalho. Os dados recolhidos foram analisados utilizando o SPSS - Statistical Package for the Social Sciences, versão 12.0. Os resultados das análises demonstraram que apenas o Valor Organizacional Conservação medeia à relação entre as Bases de Poder Prerrogativas Legais e Controle de Recursos e a Qualidade de Vida no Trabalho. Dentre as variáveis biográficas, apenas o gênero demonstrou ter influência na Qualidade de Vida no Trabalho.

O presente estudo busca analisar, no contexto de uma organização pública brasileira, as relações de qualidade de vida no trabalho, bem-estar financeiro, literacia financeira e desempenho individual. No campo teórico se observou as pesquisas e fundamentos do bem-estar humano que em diversos estudos é associado à felicidade, composto pela satisfação com a vida e pelo balanço de afetos negativos e positivos, uma vez que se constitui de aspectos envolvidos pelos demais construtos. Demonstrados os fundamentos dos estudos anteriores de cada elemento das relações analisadas, foi definido o modelo geral de delineamento da pesquisa, adotando a literacia financeira e bem-estar financeiro como antecedentes de qualidade de vida no trabalho, e qualidade de vida no trabalho e bem-estar financeiro como antecedentes de desempenho no trabalho. Para a amostra foram apresentadas as estatísticas descritivas, procedendo-se à análise de consistência das escalas, que foram consideradas adequadas. Posteriormente, foram testadas as relações por meio de modelagem de equações estruturais (SEM), passando pelos testes de ajustes com parâmetros considerados bons e válidos para as inferências de análise. De quatro (04) hipóteses testadas nas relações, os resultados apresentados demonstram que: a primeira hipótese foi suportada, demonstrando-se que é possível inferir que o Estado Pessoal de Qualidade de Vida influencia positivamente o Desempenho no Trabalho, com coeficiente de 0,298; a hipótese dois foi suportada, podendo-se inferir que Bem-estar Financeiro apresenta relação precedente significativa e positiva para a Qualidade de Vida no Trabalho, com coeficiente de 0,651; a hipótese três não foi suportada no modelo de equações estruturais, então foi realizado teste de correlação de Spearman, e dada a distribuição não normal, foi possível inferir que Literacia Financeira está significativamente correlacionada com Estado Pessoal de Qualidade de Vida com coeficiente 0,228; por fim, a hipótese quatro foi suportada, inferindo-se que o aumento do Bem-estar Financeiro influencia de forma significativa e positiva o aumento no Desempenho com coeficiente de 0,628. Compreende-se que o presente estudo enriquece as relações estudadas a respeito de qualidade de vida no trabalho ao trazer os construtos de literacia financeira e bem-estar financeiro para o debate de comportamento organizacional e gestão de pessoas no Brasil, bem ainda, sua influência para a gestão estratégica de pessoas observados os reflexos sobre desempenho no trabalho. / The present study aims to analyze in the context of a Brazilian public organization the relations between quality of work life, financial wellbeing, financial literacy and job performance. In the theoretical field, was demonstrated the research and principles about human wellbeing that in several studies is associated with happiness, composed by the satisfaction with life and by the balance of negative and positive affects, since it is constituted of aspects involved by the other constructs in this research. After demonstrating literature that support each construct of the relationships analyzed in previous studies of each element, the general model of research design was defined, adopting financial literacy and financial wellbeing as antecedents of quality of work life, and quality of work life and financial wellbeing as antecedents of job performance. For the sample, the descriptive statistics were presented, the analysis of consistency of the scales was considered and confirmed appropriate, after the relationships were tested through structural equation modeling (SEM), through the tests of adjustments with parameters considered good and valid for the inferences of analysis. From the four hypotheses tested in the relations, the results presented demonstrate that: the first hypothesis was supported, demonstrating that it is possible to infer that the Personal State of Quality of Work Life positively influences the Job Performance, with coefficient of 0,298; the hypothesis two was supported, it can be inferred Financial Wellbeing presents a significant and positive precedent relation for Quality of Work Life, with a coefficient of 0.651; the hypothesis three was not supported in the structural equations model, then the Spearman Correlation test was performed, given the not normal distribution, allowing to infer that Financial Literacy is significantly correlated with Personal State of Quality of Work Life with a coefficient of 0.228; and hypothesis four supported, inferring that the increase in Financial Wellbeing influences significantly and positively the increase in Job Performance with a coefficient of 0.628. It is understood that the present study enriches the relations studied regarding quality of life at work by bringing the constructs of financial literacy and financial wellbeing to the debate of organizational behavior and people management in Brazil, and its influence for the management strategic human resources observed reflections on job performance.

O presente estudo busca analisar, no contexto de uma organização pública brasileira, as relações de qualidade de vida no trabalho, bem-estar financeiro, literacia financeira e desempenho individual. No campo teórico se observou as pesquisas e fundamentos do bem-estar humano que em diversos estudos é associado à felicidade, composto pela satisfação com a vida e pelo balanço de afetos negativos e positivos, uma vez que se constitui de aspectos envolvidos pelos demais construtos. Demonstrados os fundamentos dos estudos anteriores de cada elemento das relações analisadas, foi definido o modelo geral de delineamento da pesquisa, adotando a literacia financeira e bem-estar financeiro como antecedentes de qualidade de vida no trabalho, e qualidade de vida no trabalho e bem-estar financeiro como antecedentes de desempenho no trabalho. Para a amostra foram apresentadas as estatísticas descritivas, procedendo-se à análise de consistência das escalas, que foram consideradas adequadas. Posteriormente, foram testadas as relações por meio de modelagem de equações estruturais (SEM), passando pelos testes de ajustes com parâmetros considerados bons e válidos para as inferências de análise. De quatro (04) hipóteses testadas nas relações, os resultados apresentados demonstram que: a primeira hipótese foi suportada, demonstrando-se que é possível inferir que o Estado Pessoal de Qualidade de Vida influencia positivamente o Desempenho no Trabalho, com coeficiente de 0,298; a hipótese dois foi suportada, podendo-se inferir que Bem-estar Financeiro apresenta relação precedente significativa e positiva para a Qualidade de Vida no Trabalho, com coeficiente de 0,651; a hipótese três não foi suportada no modelo de equações estruturais, então foi realizado teste de correlação de Spearman, e dada a distribuição não normal, foi possível inferir que Literacia Financeira está significativamente correlacionada com Estado Pessoal de Qualidade de Vida com coeficiente 0,228; por fim, a hipótese quatro foi suportada, inferindo-se que o aumento do Bem-estar Financeiro influencia de forma significativa e positiva o aumento no Desempenho com coeficiente de 0,628. Compreende-se que o presente estudo enriquece as relações estudadas a respeito de qualidade de vida no trabalho ao trazer os construtos de literacia financeira e bem-estar financeiro para o debate de comportamento organizacional e gestão de pessoas no Brasil, bem ainda, sua influência para a gestão estratégica de pessoas observados os reflexos sobre desempenho no trabalho. / The present study aims to analyze in the context of a Brazilian public organization the relations between quality of work life, financial wellbeing, financial literacy and job performance. In the theoretical field, was demonstrated the research and principles about human wellbeing that in several studies is associated with happiness, composed by the satisfaction with life and by the balance of negative and positive affects, since it is constituted of aspects involved by the other constructs in this research. After demonstrating literature that support each construct of the relationships analyzed in previous studies of each element, the general model of research design was defined, adopting financial literacy and financial wellbeing as antecedents of quality of work life, and quality of work life and financial wellbeing as antecedents of job performance. For the sample, the descriptive statistics were presented, the analysis of consistency of the scales was considered and confirmed appropriate, after the relationships were tested through structural equation modeling (SEM), through the tests of adjustments with parameters considered good and valid for the inferences of analysis. From the four hypotheses tested in the relations, the results presented demonstrate that: the first hypothesis was supported, demonstrating that it is possible to infer that the Personal State of Quality of Work Life positively influences the Job Performance, with coefficient of 0,298; the hypothesis two was supported, it can be inferred Financial Wellbeing presents a significant and positive precedent relation for Quality of Work Life, with a coefficient of 0.651; the hypothesis three was not supported in the structural equations model, then the Spearman Correlation test was performed, given the not normal distribution, allowing to infer that Financial Literacy is significantly correlated with Personal State of Quality of Work Life with a coefficient of 0.228; and hypothesis four supported, inferring that the increase in Financial Wellbeing influences significantly and positively the increase in Job Performance with a coefficient of 0.628. It is understood that the present study enriches the relations studied regarding quality of life at work by bringing the constructs of financial literacy and financial wellbeing to the debate of organizational behavior and people management in Brazil, and its influence for the management strategic human resources observed reflections on job performance.

O envolvimento na atividade profissional da arquitetura consultiva na área de melhoria de ambientes de trabalho em indústrias levou naturalmente à necessidade de embasar teoricamente certos conceitos empíricos encontrados no dia-a-dia da profissão. A dificuldade em se definir claramente quem é o cliente dentro de um sistema complexo como uma indústria, bem como as inúmeras variáveis envolvidas na avaliação do que seria um bom ambiente de trabalho - dadas as condições intrínsecas do trabalho fabril e sua diversidade - mostraram-se um campo com infinitas possibilidades de abordagem. Uma pesquisa sem pretensões acadêmicas sobre ambientes fabris constatou, por intermédio da escassa bibliografia especializada, a pouquíssima relevância dada à arquitetura industrial e, principalmente, ao ambiente de trabalho gerado dentro das fábricas. Assim, surgiu a oportunidade de se desenvolver uma pesquisa formal cujo objetivo é sistematizar informações que possam fundamentar uma futura estrutura de avaliação pós-ocupação (APO) em indústrias, visando avaliar junto aos usuários finais, ou seja, os trabalhadores de chão de fábrica, sua satisfação em relação ao seu ambiente de trabalho. / Working with consultive architecture focused on improving industrial working conditions has led to the need of theoretical basis for some empirical concepts found on daily professional work. The difficulty on clearly defining who is the architects client in such a complex organization as an industry, as well as the countless points involved in a working environment evaluation - due to the inherent conditions of industrial work and its diversity have shown up as an extremely rich research field, with many possibilities of approach. A simple research with no academic purposes has shown the scarce specialized bibliography, evidencing the low prominence of industrial architecture in general and, above all, of industrial work environment. So, it has raised the opportunity to develop a formal research which aims to give basis to a future post-occupation evaluation (POE) structure, in order to inquire final users - wich means the factory-floor workers - their satisfaction concerning to their own work environment.

O objetivo da pesquisa foi compreender como os auxiliares e técnicos produzem sentidos sobre seu trabalho e sua vida. Entendendo que experiências de sofrimento emocional e transtornos psicossociais podem intervir na produção de sentido, este trabalho investigou também a qualidade de vida no trabalho e a existência de burnout. Foi utilizado o método quantitativo e qualitativo. Os instrumentos utilizados foram o Inventário de Burnout de Maslach para profissionais de saúde (MBI-HSS), a escala BPSO-96 e um protocolo de entrevista semidirigida. A pesquisa foi realizada no Hospital Universitário da Universidade de São Paulo, as escalas foram aplicadas a 166 profissionais de saúde, dentre técnicos, auxiliares e outros profissionais do hospital e foram entrevistados 20 destes participantes. As escalas foram analisadas estatisticamente tanto na amostra inteira quanto segmentada em dois grupos, um de auxiliares e técnicos de enfermagem e um grupo de outros profissionais para verificar se os fenômenos observados no primeiro grupo são específicos dessa categoria profissional. As entrevistas foram categorizadas e analisadas. Os resultados apontaram alto nível de despersonalização, médio de exaustão, baixa realização pessoal.e nível médio de satisfação com a Qualidade de Vida no Trabalho, não havendo diferença estatística significativa entre os dois grupos. O momento de crise política vivenciado pelo hospital durante a coleta de dados pode ter interferido nos resultados, uma vez que as entrevistas semidirigidas revelaram insegurança, luto pela perda do hospital idealizado e insegurança quanto ao seu futuro profissional. Quanto aos sentidos produzidos, os profissionais entendem que sua prática é imprescindível para o tratamento médico, percebem-se como elo essencial entre paciente e equipe multidisciplinar e referem reconhecimento social pela atuação na área da saúde. Os auxiliares e técnicos de enfermagem revelaram ainda satisfação pelo ato de cuidar, tendo na recuperação dos pacientes e seu reconhecimento e gratidão, importante fonte de produção de sentido da prática profissional / The objective of the research was comprehending how they give meaning to their work and life. Seeing that experiences of emotional suffering and psychosocial disorders may interfere in the meaning of work, this research has also looked into the quality of work life and the existence of burnout syndrome. Quantitative and qualitative methods were used. The research instruments applied were Maslach Burnout Inventory- Human Services Survey (MBI-HSS), the BPSO-96 scale and a guide of semi structured interviews. The research was carried out at the University Hospital in São Paulo, the scales were applied to 166 health professionals, among assistants and other health professionals. 20 participants were interviewed. The scales were statically analyzed on the whole and segmented samples in two groups, one with nursing assistants and other one with other professionals, so both results were compared. The interviews were categorized and analyzed. The results have shown a high level of depersonalization, a medium level of exhaustion, a low level of personal fulfillment and a medium level of satisfaction with the quality of work life, there has not been a representative statistical difference between the two groups. The hospital was going through a political crisis during the data collection which may have interfered in the results, once the semi structured interviews have revealed insecurity, mourning over the loss of the idealized hospital and feeling of uncertainty towards their professional future. With regard to the meaning of work, the professionals understand that their practice is indispensable for medical treatments. They see themselves as a necessary link between patients and multidisciplinary teams. They also mention social recognition for the work in the health area and satisfaction when taking care of patients, seeing their recovery and gratitude as an important source of meaning in the professional practice

O envolvimento na atividade profissional da arquitetura consultiva na área de melhoria de ambientes de trabalho em indústrias levou naturalmente à necessidade de embasar teoricamente certos conceitos empíricos encontrados no dia-a-dia da profissão. A dificuldade em se definir claramente quem é o cliente dentro de um sistema complexo como uma indústria, bem como as inúmeras variáveis envolvidas na avaliação do que seria um bom ambiente de trabalho - dadas as condições intrínsecas do trabalho fabril e sua diversidade - mostraram-se um campo com infinitas possibilidades de abordagem. Uma pesquisa sem pretensões acadêmicas sobre ambientes fabris constatou, por intermédio da escassa bibliografia especializada, a pouquíssima relevância dada à arquitetura industrial e, principalmente, ao ambiente de trabalho gerado dentro das fábricas. Assim, surgiu a oportunidade de se desenvolver uma pesquisa formal cujo objetivo é sistematizar informações que possam fundamentar uma futura estrutura de avaliação pós-ocupação (APO) em indústrias, visando avaliar junto aos usuários finais, ou seja, os trabalhadores de chão de fábrica, sua satisfação em relação ao seu ambiente de trabalho. / Working with consultive architecture focused on improving industrial working conditions has led to the need of theoretical basis for some empirical concepts found on daily professional work. The difficulty on clearly defining who is the architects client in such a complex organization as an industry, as well as the countless points involved in a working environment evaluation - due to the inherent conditions of industrial work and its diversity have shown up as an extremely rich research field, with many possibilities of approach. A simple research with no academic purposes has shown the scarce specialized bibliography, evidencing the low prominence of industrial architecture in general and, above all, of industrial work environment. So, it has raised the opportunity to develop a formal research which aims to give basis to a future post-occupation evaluation (POE) structure, in order to inquire final users - wich means the factory-floor workers - their satisfaction concerning to their own work environment.

Este trabalho examina Qualidade de Vida no Trabalho nas manufaturas, de médio porte que obtiveram certificação ISO 9000. Nosso principal objetivo foi investigar as prováveis relações entre esforço da empresa e satisfação dos empregados através de indicadores empresariais selecionados com critérios da abordagem biopsicossocial. O método de pesquisa foi estudo de campo, com o modelo de variáveis dependentes e independentes. Os dados foram coletados em 26 empresas e 446 questionários, na Região de São Paulo. Os resultados demonstram inicialmente comparações através de análise exploratória entre gerência de recursos humanos e empregados. A seguir, levantaram-se fatores de satisfação dos empregados, quais sejam: atuação organizacional, necessidades biológicas, inclusão social, prestação de serviços; e fatores de esforço das empresas: imagem, desenvolvimento profissional, administração de recursos humanos, saúde e ética, demandas legais e reposição de energias. Através de análise de conglomerados foram obtidos perfis de atitudes dos empregados. Os perfis são diferenciados entre realização, desconfiança ou crítica à empresa. Finalmente, obtivemos resultados sobre tipos de gestão. Os tipos identificados foram estruturado, reativo e aleatório. Relacionando-se esses tipos de gestão e perfis dos empregados, constatou-se que a satisfação dos empregados localiza-se mais na imagem da empresa e em programas de atendimento a saúde e benefícios, que no tipo de gestão. / This work deals with Life Quality at Work at medium-sized manufacturers that had been awarded ISO 9000 certificate. We targeted investigating the potential relationship between companys effort and employees satisfaction through the selected companys indicators based on criteria of the bio-psycho-social approach. Research method was the field study with the model of dependent and independent variables. Data were collected at 26 companies by 446 questionnaires in the São Paulo Region. Results show first comparisons through exploratory analysis of human resources management and employees. Following, employees satisfaction factors were identified as follows: organizational acting, biological needs, social integration, service rendering; so were the companys effort factors: image, professional development, human resources management, health and ethics, legal actions and energy recovery. By means of a cluster analysis, the employees attitude profile was obtained. They were made distinct among accomplishment, discredit or criticism about the company. Finally, we have obtained results related to kinds of management. Identified kinds were structured, reactive and random. After relating these kinds of management and employees profiles, we could find out that employees satisfaction is based more on the companys image and on medical services and benefits than on the kind of management.

A relação entre a compatibilidade de valores e o bem-estar subjetivo tem sido identificada em alguns estudos. No entanto, menor atenção tem sido dada à compreensão da relação direta entre conflito de valores e qualidade de vida no trabalho, principalmente na relação diática entre gestores e subordinados. A teoria da troca entre líder e liderado prevê que o líder diferencia seus subordinados e, consequentemente, estabelece relações de natureza distinta com cada um deles. Para diferenciar os indivíduos da equipe o líder utiliza, dentre diversos critérios possíveis, a compatibilidade de características. Líderes e liderados que compartilham valores estabelecem interações de alta qualidade e essas interações geram resultados positivos para cada um dos membros da díade. Nesse sentido, este estudo questionou como seu problema fundamental: quais são as relações entre a compatibilidade diática dos valores dos gestores e de seus subordinados e o estado pessoal de qualidade de vida no trabalho desses gestores e subordinados? Pesquisar a relação da compatibilidade de valores e o estado pessoal de qualidade de vida no trabalho das pessoas, principalmente no caso da díade entre gestor e subordinado, pode promover uma melhor compreensão da dinâmica do comportamento organizacional. Isso posto, este estudo teve como objetivos (a) investigar a associação entre a compatibilidade dos valores pessoais dos subordinados e os valores sociais dos subordinados com relação aos seus gestores (compatibilidade subjetiva) e o estado pessoal de qualidade de vida no trabalho desses subordinados e (b) pesquisar a associação entre a compatibilidade dos valores pessoais de gestores e dos subordinados (compatibilidade objetiva) e o estado pessoal de qualidade de vida no trabalho desses gestores e subordinados. Para tanto, utilizou-se um questionário eletrônico autoaplicado administrado aos egressos da Faculdade de Economia, Administração e Contabilidade da Universidade de São Paulo. O questionário foi composto pelos instrumentos PVQ-21 para delimitação dos valores humanos e o BPSO-96 para o estado pessoal de qualidade de vida no trabalho de gestores e subordinados. A amostragem realizada foi não-probabilística obtida por conveniência, limitando a capacidade de generalização do estudo. Ademais, os dados foram analisados pela técnica de regressão polinomial para determinação das associações entre a compatibilidade dos valores na díade gestorsubordinado e as percepções sobre estado pessoal de qualidade de vida no trabalho. A partir dos resultados, é possível considerar que a compatibilidade de valores entre os membros da díade gestor-subordinado, seja pela ótica subjetiva ou objetiva, está associada à qualidade de vida no trabalho de gestores e subordinados, principalmente no conflito das dimensões autotranscendência e autopromoção da teoria de valores de Schwartz (1992). Finalmente, este estudo propõe a utilização conjunta dos índices de compatibilidade algébricos, modulares e quadráticos para a interpretação dos resultados de regressões sobre a compatibilidade de valores e outras variáveis, diferentemente do que a literatura sobre o tema sugere. Pelos resultados do estudo, os coeficientes dos três modelos não se contradisseram, de tal maneira que suas magnitudes e sinais se conservaram nos três casos. Além disso, as variáveis que entraram nos modelos foram semelhantes. Esse fato sinaliza para uma leitura conjunta dos três modelos que deverão produzir interpretações mais informativas que a análise de um modelo isolado. / The relationship between the fit of values and subjective well-being has been identified in past research. However, minor attention has been focused on understanding the direct relationship between conflicting values and quality of work life, especially in the managersubordinate dyad. The theory of leader-member exchange predicts that the leader differentiates his subordinates and thus establishes a distinctive relationship with each of them. To discern between individuals from his team the leader uses, among several possible criteria, the compatibility of features. Leaders and followers who share values establish high quality interactions, generating positive results for each member of the dyad. In this sense, this study questioned as its fundamental problem: what are the relationships between the dyadic compatibility of values of managers and their subordinates and the personal state of quality of work life of managers and subordinates? Studying this relationship, especially in the case of the dyad between manager and subordinate, can promote a better understanding of the dynamics of organizational behavior. That said, this study aimed to (a) investigate the association between the compatibility of subordinates\' personal values and social values (subjective fit) and their personal state of quality of work life, and to (b) investigate the association between the compatibility of the personal values of managers and subordinates (objective fit) and their personal state of quality of work life. For this purpose, a selfadministered electronic survey was sent to the alumni database of the Faculty of Economics, Administration and Accounting from the University of São Paulo. The questionnaire was composed of the instruments PVQ-21 for the definition of human values and BPSO-96 to the measurement of the perception of personal state of quality of work life of managers and subordinates. Sampling was carried out non-probabilistically, obtained by convenience, composing one of the limitations to the generalizability of the results of this study. Furthermore, the data were analyzed using polynomial regression to determine the associations between the compatibility of values in the manager-subordinate dyad and the perceptions of personal state of quality of life at work. From the results, it is possible to consider that the subjective and objective fit of values among members of the managersubordinate dyad is associated with their quality of work life, especially in the conflict dimensions of self-transcendence and self-enhancement from the value theory of Schwartz (1992). Finally, this study proposes the joint use of the algebraic, modular and quadratic indexes of compatibility for the interpretation of the results of regressions on studies of the compatibility of values and other variables, unlike the literature on the subject suggests. In this study, the coefficients of the three models do not contradict. Their magnitudes and signs were conserved in all three cases. In addition, the variables that entered the models were similar. This fact points to a joint reading of the three models so that interpretations of results should produce more informative scenarios than the analysis of an isolated model.

The South African hospitality industry, and more specifically the accommodation sector, is a booming industry within South African Tourism. Annually thousands of tourists, nationally and internationally, come to stay in accommodation establishments which offer a variety of services to guests (South Africa, 2009:499). What differentiates one accommodation establishment from another is the type and quality of service offered to guests. This service offered to guests can only be generated by manual labour, namely by employees. Front Office Employees in particular have direct and continual interaction with guests; Front Office Employees deliver the services required by guests and ultimately determine the satisfaction experienced by guests. A well–known saying goes "Happy workers make happy customers". The core of this saying is therefore that Front Office Employees, who experience a Quality of Work Life, will ultimately deliver exceptional service and lead the accommodation establishment to be more productive and more profitable. Quality of Work Life comprises a variety of life domains which need to be satisfied and fulfilled to result in an employer being happy. These life domains include Health and safety, Economic and family issues, Social issues, Esteem issues, Actualisation issues, Knowledge issues, Creativity and aesthetic issues, Feelings about the establishment, Management and Leisure issues. Satisfaction with these various life domains will therefore lead to a good Quality of Work Life and overall good Quality of Life being experienced. However, few studies have been conducted on the Quality of Work Life experienced within accommodation establishments and more specifically that of Front Office Employees. When employees experience a good Quality of Work Life, the accommodation establishment can expect various long–term advantages, such as higher employee productivity, lower turnover and absenteeism, increased loyalty and commitment towards the establishment and increased overall profitability. Hence in order to ensure accommodation establishments deliver excellent quality service to their guests and fulfil their needs entirely, it is essential to better understand the Front Office Employees who directly deal with the guests. This understanding can be gained by obtaining a clearer understanding of how Front Office Employees experience Quality of Work Life and the various life domains they are not satisfied with. By developing an in–depth knowledge of the Front Office Employee and how satisfied they are with their Quality of Work Life, greater satisfaction can be ensured, which will ultimately lead to the accommodation establishment being more productive and more profitable. The main goal of this study was to determine whether Front Office Employees are satisfied with their overall Quality of Work Life. In order to achieve this goal, the study comprises two articles. The research underpinning both of the articles was conducted at a specific South African resort group in June 2009 and a specific hotel group of South Africa in March 2010. A self–administrated questionnaire was distributed to the various units, according to an availability sampling method which focuses on respondents available and willing to fill in the questionnaire. A total of two hundred and ninety two (292) questionnaires were completed during the survey. From these questionnaires, data were obtained and results analysed. The first article was titled "Quality of Work Life: a comparative study of a resort group and hotel group Front Office Employees". The main purpose of this article was to determine whether Front Office Employees in the hotel group experience the same degree of Quality of Work Life as the resort group Front Office Employees. This article highlighted the importance of Front Office Employees, since they are the first and continual contact guests have with an accommodation establishment. These Front Office Employees therefore determine the type of service experienced by guests and the satisfaction they derive from it. In order for Front Office Employees to deliver quality service, the Front Office Employees should experience a Quality of Work Life. To achieve the objectives of this article, a Confirmatory Factor Analysis was first done to confirm the various life domains of Quality of Work Life as well as the various mean readings for each life domain. In addition to this, an independent t–test was performed to compare the Front Office Employees of the hotel group, with the resort group Front Office Employees with regard to how they experience their Quality of Work Life. The practical significance of the various life domains was determined in practice, by looking at the Cohen d–value. By means of the Confirmatory Factor Analysis it was determined that each life domain consisted of certain factors, ultimately leading to the concept of Quality of Work Life. With the comparison drawn between the hotel group Front Office Employees and the resort group Front Office Employees can it be accepted that the hotel group Front Office Employees are more satisfied with their Quality of Work Life than is the case with the resort group Front Office Employees. The life domains identified as having a practical visible difference effect in practice were determined. These results can therefore be utilized by human resource managers in accommodation establishments as areas on which to focus in order to improve the Quality of Work Life offered to Front Office Employees and thus the quality of service rendered to guests, which would then inevitably have an impact on the profitability of the establishment. The second article was titled "The effect of leisure life of hotel group Front Office Employees on their Quality of Work Life." The main purpose of this article was to determine the overall effect of leisure life, which is classified as one of the life domains of Quality of Work Life, on the various other life domains of Quality of Work Life. The life domain Leisure life had two factors which were identified by a confirmatory factor analysis. Once the factors had been confirmed, the relationship between Leisure life and the various other life domains were determined. The results of this research revealed that there is a relationship between leisure life and the other various life domains constituting Quality of Work Life. Hence the results are imperative for human resource managers of accommodation establishments, as the importance of leisure in Front Office Employees' lives as well as the various other life domains on which it has an impact have been indicated. Overall, the research revealed that Front Office Employees of the hotel group are more satisfied with their Quality of Work Life than is the case with the Front Office Employees of the resort group. Furthermore, the importance of Front Office Employees' leisure life was indicated by the relationship it has with the various other life domains, ultimately leading to a Quality of Work Life. This newly obtained knowledge of Front Office Employees of accommodation establishments can be applied by human resource managers in an effort to ensure that these employees experience a good Quality of Work Life which will lead the accommodation establishment to be more productive, efficient and profitable due to happier employees. / Thesis (M.A. (Tourism))--North-West University, Potchefstroom Campus, 2011.

The South African hospitality industry, and more specifically the accommodation sector, is a booming industry within South African Tourism. Annually thousands of tourists, nationally and internationally, come to stay in accommodation establishments which offer a variety of services to guests (South Africa, 2009:499). What differentiates one accommodation establishment from another is the type and quality of service offered to guests. This service offered to guests can only be generated by manual labour, namely by employees. Front Office Employees in particular have direct and continual interaction with guests; Front Office Employees deliver the services required by guests and ultimately determine the satisfaction experienced by guests. A well–known saying goes "Happy workers make happy customers". The core of this saying is therefore that Front Office Employees, who experience a Quality of Work Life, will ultimately deliver exceptional service and lead the accommodation establishment to be more productive and more profitable. Quality of Work Life comprises a variety of life domains which need to be satisfied and fulfilled to result in an employer being happy. These life domains include Health and safety, Economic and family issues, Social issues, Esteem issues, Actualisation issues, Knowledge issues, Creativity and aesthetic issues, Feelings about the establishment, Management and Leisure issues. Satisfaction with these various life domains will therefore lead to a good Quality of Work Life and overall good Quality of Life being experienced. However, few studies have been conducted on the Quality of Work Life experienced within accommodation establishments and more specifically that of Front Office Employees. When employees experience a good Quality of Work Life, the accommodation establishment can expect various long–term advantages, such as higher employee productivity, lower turnover and absenteeism, increased loyalty and commitment towards the establishment and increased overall profitability. Hence in order to ensure accommodation establishments deliver excellent quality service to their guests and fulfil their needs entirely, it is essential to better understand the Front Office Employees who directly deal with the guests. This understanding can be gained by obtaining a clearer understanding of how Front Office Employees experience Quality of Work Life and the various life domains they are not satisfied with. By developing an in–depth knowledge of the Front Office Employee and how satisfied they are with their Quality of Work Life, greater satisfaction can be ensured, which will ultimately lead to the accommodation establishment being more productive and more profitable. The main goal of this study was to determine whether Front Office Employees are satisfied with their overall Quality of Work Life. In order to achieve this goal, the study comprises two articles. The research underpinning both of the articles was conducted at a specific South African resort group in June 2009 and a specific hotel group of South Africa in March 2010. A self–administrated questionnaire was distributed to the various units, according to an availability sampling method which focuses on respondents available and willing to fill in the questionnaire. A total of two hundred and ninety two (292) questionnaires were completed during the survey. From these questionnaires, data were obtained and results analysed. The first article was titled "Quality of Work Life: a comparative study of a resort group and hotel group Front Office Employees". The main purpose of this article was to determine whether Front Office Employees in the hotel group experience the same degree of Quality of Work Life as the resort group Front Office Employees. This article highlighted the importance of Front Office Employees, since they are the first and continual contact guests have with an accommodation establishment. These Front Office Employees therefore determine the type of service experienced by guests and the satisfaction they derive from it. In order for Front Office Employees to deliver quality service, the Front Office Employees should experience a Quality of Work Life. To achieve the objectives of this article, a Confirmatory Factor Analysis was first done to confirm the various life domains of Quality of Work Life as well as the various mean readings for each life domain. In addition to this, an independent t–test was performed to compare the Front Office Employees of the hotel group, with the resort group Front Office Employees with regard to how they experience their Quality of Work Life. The practical significance of the various life domains was determined in practice, by looking at the Cohen d–value. By means of the Confirmatory Factor Analysis it was determined that each life domain consisted of certain factors, ultimately leading to the concept of Quality of Work Life. With the comparison drawn between the hotel group Front Office Employees and the resort group Front Office Employees can it be accepted that the hotel group Front Office Employees are more satisfied with their Quality of Work Life than is the case with the resort group Front Office Employees. The life domains identified as having a practical visible difference effect in practice were determined. These results can therefore be utilized by human resource managers in accommodation establishments as areas on which to focus in order to improve the Quality of Work Life offered to Front Office Employees and thus the quality of service rendered to guests, which would then inevitably have an impact on the profitability of the establishment. The second article was titled "The effect of leisure life of hotel group Front Office Employees on their Quality of Work Life." The main purpose of this article was to determine the overall effect of leisure life, which is classified as one of the life domains of Quality of Work Life, on the various other life domains of Quality of Work Life. The life domain Leisure life had two factors which were identified by a confirmatory factor analysis. Once the factors had been confirmed, the relationship between Leisure life and the various other life domains were determined. The results of this research revealed that there is a relationship between leisure life and the other various life domains constituting Quality of Work Life. Hence the results are imperative for human resource managers of accommodation establishments, as the importance of leisure in Front Office Employees' lives as well as the various other life domains on which it has an impact have been indicated. Overall, the research revealed that Front Office Employees of the hotel group are more satisfied with their Quality of Work Life than is the case with the Front Office Employees of the resort group. Furthermore, the importance of Front Office Employees' leisure life was indicated by the relationship it has with the various other life domains, ultimately leading to a Quality of Work Life. This newly obtained knowledge of Front Office Employees of accommodation establishments can be applied by human resource managers in an effort to ensure that these employees experience a good Quality of Work Life which will lead the accommodation establishment to be more productive, efficient and profitable due to happier employees. / Thesis (M.A. (Tourism))--North-West University, Potchefstroom Campus, 2011.