Yes / This study aims to explore how marketers can use text mining to analyze actors, actions and performance effects of service encounters by building on the role theory. This enables hotel managers to use introduced methodology to measure and monitor frontline employees’ role behavior and optimize their service. Design/methodology/approach: The authors’ approach links text mining and importance-performance analysis with role theory’s conceptual foundations taking into account the hotel industry’s specifics to assess the effect of frontline hotel employees’ actions on consumer satisfaction and to derive specific management implications for the hospitality sector. Findings: This study identifies different actors involved in hotel frontline interactions revealing distinct role behaviors that characterize consumers’ perspectives of service encounters with different role types associated with front-office employees. This research also identifies role performance related to role behavior to improve service encounters. Practical implications: Customer–employee interactions can be assessed by user-generated contents (UGC). Performance evaluations relate to frontline employee roles associated with distinct role scripts, whereby different hotel segments require tailored role designs. Insights of this study can be used for service optimization, market positioning as well as for improving human resource management practices in the hotel industry. Originality/value: This study contributes to the service encounter literature by applying role theory in the text mining of UGC to assess frontline employees as actors and the effects of their actions on service quality delivery. / Science Foundation of Ministry of Education, PR China (Grant No. 21YJA630031)

This thesis examines the potentially restorative power of adaptive sport, based upon the experiences of traumatically injured British military personnel. It investigates how participation in adaptive sport may contribute to personnel’s adaptation of identity and the re-establishment of their meaning of life post-traumatic injury. Through a series of in-depth interviews, I attempted to gain a greater understanding of the experience of and recovery from life-changing injuries, seeking to comprehend the impact of adaptive sport in this process. In line with current research in the field of disability studies, this research adopted a social construction approach. The results of the analysis are set within the social model of disability in order to try to highlight the impacts of the perceptions of disability, embedded in the dominant medical model discourse, on the participant’s lives. Key findings highlighted by this research are i; the influence that the medical model discourse has on the British military mentality and their approach to injury, ii; the process of identity adaptation and the importance of adaptive-sport-participation to provide focus and help individuals realise their potential, iii; the experience of adaptive sport as a tool to bring back meaning of life and iv; the process of ‘normalisation’ and the way individuals are self-determined to restore some sense of normality by participating in adaptive sport and positive adaptation to trauma, whereby adaptive sport acts as a tool to set the right conditions for individuals to experience positive phenomena. Throughout this thesis, I have attempted to provide an open and reflexive account of the whole research process in order to make the reader aware of the possible effects of my own background on the research outcomes.

Photocopy of typescript. / Digitized by Kansas Correctional Industries

by Chim Wing Ming. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 58-60). / Chapter I. --- INTRODUCTION --- p.6 / Chapter II. --- METHODOLOGY --- p.8 / Chapter III. --- FRAMEWORK FOR HUMAN RESOURCE MANAGEMENT --- p.11 / Differences between HRM and Personnel Administration --- p.11 / Reasons behind the rise of HRM --- p.13 / Principles of HRM --- p.14 / Aim of HRM --- p.19 / Conducive Factors for Implementation of HRM --- p.20 / Implementation of HRM : Some Empirical Findings --- p.25 / Chapter IV. --- HONG KONG GOVERNMENT : A CASE STUDY OF HRM --- p.30 / Background --- p.31 / The Need for HRM --- p.33 / Aims of HRM --- p.34 / Features of HRM in the Hong Kong Government --- p.35 / Factors Affecting the Implementation of HRM --- p.47 / Chapter V. --- CONCLUDING REMARKS --- p.53 / BIBLIOGRAPHY --- p.58 / ANNEXES / Chapter 1. --- A List of Questions Asked in the Interview / Chapter 2. --- Stereotypes of Personnel Management and Human Resource Management / Chapter 3. --- Information Sheet about Education Department / Chapter 4. --- Human Resource Management Framework set up by Civil Service Branch / Chapter 5. --- Aspirations for HRM Policy and Practice set by Civil Service Branch / Chapter 6. --- Civil Service Branch HRM Review : Initial Management Improvements / Chapter 7. --- Vision of Education Department / Chapter 8. --- HRM Programme Plan of Education Department (January1997)

TITLE: SEXUALITY WORKPLACE ISSUES AMONG DIRECT SERVICE PERSONNEL WORKING WITH POPULATIONS WHO ARE INTELLECTUALLY DISABLED IN COMMUNITY INTEGRATED LIVING ARRANGEMENTS: A CASE STUDY MAJOR PROFESSOR: Dr. Roberta Ogletree Background: The purpose of this study was to explore DSP workplace experiences, preparation, employee training, emotions, and perceptions in regards to types of sexual and affectionate behaviors exhibited by intellectually disabled adults in their care in the CILA setting. The study focused on analyzing these topics in relation to sexuality/affectionate behaviors experienced in the CILA workplace using a qualitative case study method. This analysis provided an understanding of what ideas and values DSPs brought to their roles of guiding the sexuality/affectionate behaviors of residents in their care and identified additional training needs from the DSP perspective to help them better do their jobs. Methods: Principles found in qualitative evaluation research were used to examine the influence of sexuality and affectionate behaviors and training within its naturally occurring world. The case was comprised of DSPs from the selected organization, located in a rural college town of approximately 25,000 people. Nine DSPs from five different CILA homes participated in the study. Data were generated using semi-structured interviews, observation of behaviors on interview video tapes, observation of emotional verbal cues on interview audio tapes, document analysis, and field notes. Results: Major themes were identified from data and organized around the research questions. Common categories under affectionate behaviors were dating, flirting, friendship/socialization, holding hands/hugging, media/technology, and problematic behaviors. Common categories under sexuality behaviors were groping, masturbation/females, masturbation/males, and problematic behaviors. Less common categories were affectionate behaviors-attention seeking/ego, sexuality behaviors – sexual intercourse, and sexuality behaviors – dating and marriage. Once data were categorized, each category’s responses were sorted to identify overarching theme areas for recommendations. The themes were Employee Training and Development, Socialization Needs (Affectionate Behaviors, Sexuality, and Relationships), and Language Issues (Positive, Negative, and First Person). Primary strengths identified included thinking of residents as family, the feeling of strong management support, and lack of significant conflict within the CILA homes. Elements that detracted from the DSP experience included low rate of hourly pay, employee turnover among DSP supervisors, lack of specific sexuality education for both staff and residents, limited retention of mandatory training topics, and lack of communication of sexuality policies and procedures. Conclusions were a need for additional training for DSPs and staff on the topics of human sexuality and affectionate behaviors in CILA homes; examining DSP training to increase knowledge retention in the staff; better communication of policies, procedures, and protocols regarding sexuality and affectionate behaviors that pertain to how situations are handled in CILA homes; and ensuring all training materials use first person language.

Thesis (MTech (Public Management))--Cape Peninsula University of Technology, 2016. / This study assessed the role of the Public Service Commission (PSC) in the public service grievance investigations in South Africa, with the intention of finding a feasible approach for constructing and attending to fair and just grievance procedure. This study also sought to investigate the effectiveness of the methods used by the PSC employee grievances with the intention of recommending an appropriate approach in dealing with grievances. The PSC, as a Constitutional oversight body, may be charged with responsibilities to assess if the public service deals with grievances of employees, but fail to assess itself. It is studies like this that mirror how the PSC assesses employee grievances in the public service and whether it succeeds in advancing effectively and effective on that.

This study evaluated the recruitment and selection of educators in the Zambezi Education Directorate of Namibia. Its objectives were: (1) to investigate ways and means of facilitating the implementation of the Public Service Act (Act no. 13 of 1995) with regard to the recruitment and selection of educators in the Zambezi Education District of Namibia; (2) to assess the role played by environmental and contextual factors in the performance of officials responsible for recruitment and selection of educators in the Zambezi Education District of Namibia; and (3) to find out if there was a relationship between the high turnover of educators and the processes of recruitment and selection of educators during the period of the investigation. A qualitative research methodology was used to conduct the study. A sample of 21 participants was selected for the study. It was comprised of six officials from the division human resources management - responsible for receiving information about teachers needed in schools from the circuit offices and advertising vacant posts; six officials from division of professional services - responsible for ensuring that educators who are recruited possess the prescribed teaching qualifications and competences; two officials in management cadre - responsible for administrative and financial decisions on recruitment and selection of educators and ensuring that posts have been budgeted for before they are filled. Seven participants who were former employees of the Zambezi Education Directorate also formed part of the sample. The researcher used interviews to gather data from participants. He also consulted relevant official documents such as the Public Servant Staff Rules (PSSR), circulars and policies issued by the Office of the Prime Minister (OPM) the Public Service Act, (Act No. 13 of 1995) and the Education Act, (Act No. 11of 2000). The study found, among others, that some participants who were involved in the recruitment and selection processes were not aware of the relevant Recruitment and Selection Policy. The environment and the context in which the recruitment and selection policy was implemented created loopholes for inefficiency and ineffectiveness. Furthermore, the study found that there was a relationship between the turnover of educators and the processes of recruitment and selection of educators. Hence the study recommends various ways and means of improving the recruitment and selection process in the Zambezi Education Directorate.

No description available.

Inledning: Krig och materiel utvecklas konstant. Detta resulterar i olika typer av skador. Tidigare litteraturstudier uppvisar en prevalens av huvud-, ansikts- och halsskador (HAHS) under 1900-talet på mellan 16% och 43% i krig och krigsliknande situationer. Ytan av huvudet, ansiktet och halsen är dock inte mer än cirka 9% av den totala kroppsytan. På senare år har en ökning i användandet av hemmagjorda bomber, eller “improvised explosive devices” (IED), påvisat en uppgång av prevalensen gällande HAHS.Syfte: Att undersöka andelen HAHS i det totala skadepanoramet i krig och krigsliknande situationer från år 2000 till 2010. Metod: En systematisk litteratursökning genomfördes. Resultat: Tio artiklar inkluderades. Dessa redovisade resultat från konflikter och attacker i Afghanistan, Israel, Irak och London och andelen HAHS sträckte sig mellan 6,4% och 39,4% och resulterade i en genomsnittlig prevalens på 25%. Den stora spridningen i resultatet är troligtvis ett tecken på svårigheterna att jämföra olika konflikter med varandra. Olika anatomiska inklusioner och exklusioner gör det svårt att jämföra resultat. Den riktiga prevalensen av dessa typer av skador är därför, troligen, högre. Vanliga och specifika maxillofaciala skador presenteras även.Slutsatser: Explosioner är den vanligaste oraken till maxillofaciala skador. Mjukvävnadsskador i ansiktet är den vanligaste skadan och den vanligaste hårdvävnadsskadan är fraktur i den nedre tredjedelen av ansiktet. Då användandet av IED ökar är det troligt att prevalensen av HAHS ökar i framtiden. / Introduction: War, weaponry and armour are constantly evolving. This results in variations in types of injuries occurring. Previous reviews show an incidence of head, face, and neck injuries (HFNI) during the 20th century ranging from 16% to 43% in war and war type situations but, anatomically, the head, face, and neck accounts for approximately 9% of the total body area. In recent years the use of Improvised Explosive Devices (IED) in terrorist conflict has risen and this has been shown to give a rise in the prevalence of HFNI.Aim: To examine the proportion of HFNI in the total injury panorama of soldiers and civilians wounded in war type situations from 2000 to 2010. Methods: A systematic literature search was conducted according to Goodman. Results: Ten articles concerning conflicts and attacks in Afghanistan, Israel, Iraq and London were included and presented an incidence of HFNI on 25% (mean, range 6.4-39.4%).The wide spread in results is caused of different anatomical exclusions and inclusions but also because of the difficulties in comparing different conflicts to each other. The real mean incidence is therefore, most likely, higher. Common and particular maxillofacial war injuries are also discussed.Conclusion: Explosive devices account for the bulk of injury mechanism. Facial lacerations are the most common HFNI and the majority of fractures occur in the lower third of the face. A rise in the use of IED will mostly likely cause an increase in the prevalence of HFNI in the future.

Because of the changing nature of our society, it is agreed by scholars and practitioners that both private and public organizations face many uncertainties. Diverse solutions have been advanced to remedy these organizational maladies. One of the most popular solutions, theoretical and applied, has been the utilization of Quality of WorkLife (QWL) interventions. The position taken in this dissertation is that in spite of the glowing testimonials about the effectiveness of QWL applications, it is still difficult to reach any definitive conclusions pertaining to the success(es) of this approach to the organizational change process. Previous research has offered little empirical data to support many of the theoretical assumptions QWL is based on. Furthermore, most organizations have utilized the human relations conceptual framework (i.e., satisfaction causes performance) to describe the implementation and diffusion of the QWL process. Indeed, the organization evaluated in this study utilized this approach in its QWL endeavor. However, this investigation endorses a different concept, subsystems congruence, to achieve the institutionalization of QWL. A growing body of research literature strongly suggests that this integrated approach offers the best model for successful QWL intervention. Enhancing our understanding of QWL applications and processes is the focus of this study. This knowledge is necessary so organizational leaders, consultants, and academicians will better understand the nature and complexity of implementing, evaluating and institutionalizing various QWL interventions. / Ph. D.