Thesis (Ph. D.)--University of Texas at Austin, 2002. / Vita. Includes bibliographical references. Available also from UMI Company.

The purpose of this study was to determine if Automotive Service Excellence (ASE) certification of automotive service technicians in independent dealerships enhanced job performance. Descriptive survey methodology was used to gather information for 100 automotive technicians (50 ASE-certified and 50 non-certified technicians) located in 50 different work sites. Each site's service manager was asked to complete a questionnaire and a rating scale for two technicians, one ASE certified and one non-certified. The questionnaire was designed using expert opinions of automotive service managers and community college automotive instructors in the Triad area of North Carolina. The 28-item Minnesota Satisfactoriness Scales (MSS) were used to assess job satisfactoriness. Responses to 95 completed questionnaires and accompanying MSS were included in statistical analyses. The role of these variables in predicting ratings of job performance was further examined by including the regression analyses of only those who had four or less years of on-the-job experience. Among certified technicians, higher scale scores and longer years of experience positively predicted ratings of job performance, as well as decreased numbers of customer complaints. Overall, certified technicians had higher mean job performance ratings than non-certified technicians. Attendance and employee recognition did not significantly predict ratings of job performance in either category of technicians. Results indicated that the number of technicians receiving customer complaints was directly dependent on certification status. Variables such as awards and number of months of perfect attendance had minimal effect on both categories of technician job performance rating. / Ph. D.

The purpose of this study is to find models that best represent the software development process of IBM Federal Systems Division (FSD). The primary area of research is to evaluate existing effort estimating models and to develop a model best suited to IBM FSD's environment. The method of evaluation is an analysis of three existing models and their performance on a database of project information. The models used in this study included the Basic COCMO model by Boehm, the COPMO model by Thebaut and Putnam's macroestimating model. After extensive evaluation a hybrid effort estimating model was developed, and proven to be the best predictor of effort. / M.S.

by Fok Chi Chuen. / Includes bibliographical references / Thesis (M.B.A.)--Chinese University of Hong Kong, 1986

This research project evaluates the dynamics of stakeholder interaction, the development and change of culture and its effects on strategic drift within Skynet, a South African courier company under investigation. The problem statement is: An evaluation of value creation in a South African managed courier company and the objectives are: To evaluate the dynamics of stakeholder interaction and its affects on value creation activities. To investigate how the development and change of culture and how it affects value creation. To determine the extent and effect of strategic drift and how this affects the value creation activities of the company.

Abstract Title: National Culture and Influences on Leadership: A Case Study of CBRE in Sweden Level: Final thesis for Bachelor Degree in Arts/Science and Business Administration Authors: Chatzidakis, Emmanouil & Stenström, Dennis Supervisor: Ehsanul Huda Chowdhury, PhD Date: 05.06.2014 Aim: The purpose of this study is to examine the influences of national culture on leadership based on Power Distance, Masculinity versus Femininity and Uncertainty Avoidance within CBRE in Sweden. Method: Explorative interviews with five top managers from CBRE in Sweden was performed and a questionnaire was sent to the staff. To achieve an understanding of national culture and influences on leadership, we have based our study on the scientific philosophy of hermeneutics. Findings and conclusions: Managers from CBRE in Sweden share many views on leadership that include the importance of teamwork, cooperation, open communication and negotiation. They motivate employees by making them feel important, integrating them into the group and give them responsibility to handle difficult situations in the way they feel is best. The level of stress at work varies between managers but they all tries to handle it by being creative and enhancing performance by prioritizing their workload. Family, friends and physical exercise are also important factors as to reduce stress. Practical implications: This paper gives an insight of the national culture of Sweden and influences on leadership within the real estate service industry. Originality/value: This paper does not give a complete picture of the situation in all industries in the whole country, since we have only focused on one company, CBRE, which operates within the real estate service industry. It can, however, contribute as a guide mostly for managers and employees from other countries who are interested in Sweden’s national culture and business environment. It may also be useful for companies that are planning to expand to Sweden so they can see how leadership looks like. Suggestions for further study: National culture and influences on leadership within larger companies can be studied, as well as on mergers and acquisitions and implications of national culture on a foreign employee or manager. Key words: Internationalization, National Culture, Leadership, Real Estate Service Industry,

This research project evaluates the dynamics of stakeholder interaction, the development and change of culture and its effects on strategic drift within Skynet, a South African courier company under investigation. The problem statement is: An evaluation of value creation in a South African managed courier company and the objectives are: To evaluate the dynamics of stakeholder interaction and its affects on value creation activities. To investigate how the development and change of culture and how it affects value creation. To determine the extent and effect of strategic drift and how this affects the value creation activities of the company.

This thesis describes the development of a body of theory explaining why the principals of Australian software firms have difficulty in changing the organizational structures of their businesses. The need for change is predicated on the view that availability of capital is an essential prerequisite for sustainable growth in Australian software firms and that firm principals, in the main, have not implemented organizational structures preferred by Australian investors. A grounded theory approach is used, drawing upon personal knowledge of the software industry using sense making and self ethnography research methods. Personal knowledge is complemented with data from semi-structured interviews and secondary sources. Concepts developed from the data are related to theoretical and empirical work under the rubric of organization studies. What emerges from the data and the literature is: firstly, the Australian software industry is likely to consist of multiple organizational fields each one of which encompasses a small number of software firms servicing customers in specific vertical markets; secondly, to attract capital the principals of Australian software firms will need to change the structure of their organizations and thirdly, change will be radical and revolutionary in nature and may be difficult to achieve. This thesis contributes to the organizational studies literature by extending existing work to include an analysis of issues use of institutional theory addresses a gap in the present understanding of the manner in which the principals of Australian software firms approach the establishment of structures required of sustainable growing businesses. A future research agenda is presented building upon the findings of this study. / Doctor of Philosophy (PhD)

The broad aim of this research program was to advance theoretical and practical knowledge of service quality, customer satisfaction and loyalty intentions. This was achieved by refining existing models or concepts, testing relationships between constructs that have not previously been examined, or applying constructs that have been well understood in a specific academic domain, in a service industry context. The current research program began in 2003 with the first published output appearing in 2004. The program was completed in 2007. It consists of nine peer reviewed publications that have been classified into three distinct phases. In many respects it was an evolutionary process, in that earlier findings identified the questions for proceeding research, and while service quality, customer satisfaction and customer loyalty intentions were of primary concern, other constructs were also examined. These were cultural values, work values, consumption emotions, mood and destination image. The unit of analysis in all of the articles was individuals, as opposed to organisations, and as such, the theories and concepts that were examined and tested throughout the research program have their origins in psychology. As a consequence, the research findings have implications not only for the tourism industry, but any service that involves an interaction between people.

The Effects of Career Anchor, Personal Characteristics, Job Satisfaction, Turnover Intention of the Managing Staff in the Service Industry. Abstract According to not only the frequent communication between Mainland China and Taiwan, but also the advanced development of international enterprise, the structure of industries in Taiwan has been put into changes. The traditional industries are moving out due to the increasing cost, so that which business can stay in Taiwan ? That will be the service industry and the R&D department. The purpose of this study is to explore the correlation among Career Anchor, Personal Characteristics, Job Satisfaction, and Turnover Intention of the managing staff in the service industry. Based on 171 questionnaires collecting from more than 50 service companies in Taiwan, this research finds several important results. Findings¡G ¡]1¡^ Biographical Characteristics will have the significant influence in Career Anchor, Personal Characteristics, Job Satisfaction ,and Turnover Intention. ¡]2¡^ Job Satisfaction has the significant influence in Turnover Intention. ¡]3¡^ Different Career Anchor has found the positive relationships with Turnover Intention . ¡]4¡^ Different Career Anchor has found the positive relationships with Job Satisfaction ¡]5¡^ Employees with different Biographical Characteristics and Job Satisfaction have found the positive relationships with Turnover Intention . ¡]6¡^ Employees with different Biographical Characteristics, Job Satisfaction, and Personal Characteristics have found the positive relationships with Turnover Intention. ¡]7¡^ Employees with different Biographical Characteristics, Job Satisfaction, Career Anchor and Personal Characteristics have found the positive relationships with Turnover Intention. According to the results of this research, the suggestions to service industry: (1) Choose the right people in the right position based on their Career Anchor and Personal Characteristics. (2) Emphasize on the dimensions of employees¡¦ Job Satisfaction. (3) Stress the importance of the environment in service industry