The key objective of this study was to determine the relationship between burnout (measured by the Maslach Burnout Inventory – Human Services Survey (MBI-HSS)), work engagement (measured by the Utrecht Work Engagement Scale), and sense of coherence (measured by the Orientation of Life Questionnaire developed by Antonovsky (1987)). A quantitative study using a cross-sectional survey research design was conducted on a randomly selected sample (N = 178) of nurses at a central hospital in Kwa-Zulu Natal. A theoretical relationship was established between the variables. The empirical relationship revealed statistically significant negative relationship between burnout and work engagement. A statistically significant negative relationship was also established between burnout and SOC. The findings add valuable knowledge to industrial and organisational psychology and can be applied to promote employee and organisational wellness. / Industrial and Organisational Psychology / M. Com. (Industrial and Organisational Psychology)

Depression is one of the most debilitating, widespread and costly health problems worldwide and has a high prevalence in almost every society. Research suggests that depression affects an individual‟s work engagement levels, burnout levels and the occurrence of stress-related ill health symptoms. However, it is unclear whether these findings would differ among individuals who reported that they suffer from depression and receive medical treatment for it, individuals who reported that they are unsure whether they suffer from depression, and individuals who reported that they do not suffer from depression. This study is quantitative in nature and a cross-sectional design was used. The study population consisted of 15 664 participants from several sectors in South Africa. The participants also differed in terms of gender, age, race, marital status, educational level, language and the province where they reside. The sample population was thus representative of the diverse population of South Africa. The SAEHWS, a self-report instrument based on the dual-process model of work-related well-being, was used to measure all constructs. The participants were divided into three groups, i.e. individuals who reported that they suffer from depression and are currently receiving medical treatment for depression, individuals who reported that they are uncertain whether they suffer from depression, and individuals who reported that they do not suffer from depression. Frequencies were used to determine the prevalence of depression in the three different groups and MANOVA (multivariate analysis of variance) was used to determine the significance of differences between the levels of work engagement, burnout and stress-related ill health symptoms of the three different groups (individuals who reported that they suffer from depression, individuals who reported that they are uncertain whether they suffer from depression, and those who reported that they do not suffer from depression). The results showed that 18,3% of the population reported that they suffer from depression and receive medical treatment for depression, 16,7% of the population reported that they are unsure whether they suffer from depression and 65% reported that they do not suffer from depression. Furthermore, it was found that depression significantly influences work engagement levels negatively and that it significantly influences burnout levels and the occurrence of stress-related ill health symptoms positively. This study will make organisations aware of the effect of depression on an individual‟s well-being and of the fact that depression is a factor to be reckoned with. Employers should consider ways to assist employees who suffer from depression and should learn how to act preventatively to decrease any further occurrence. / Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2011

Organisations worldwide are experiencing an explosion of knowledge in the current technological information age as well as a serious skills shortage. The fast-paced aggressive and highly cyclical nature of the profession which often does not provide employees with the necessary resources and support causes employees in the information technology (IT) industry to show high turnover intent which is extremely costly and detrimental to organisational success. IT specialists are becoming a scarce commodity in a highly competitive environment where financial gain is very important and employee well-being is not necessarily a prerogative. Employers are faced with additional obligations than just paying equitable salaries, such as creating an environment that is conducive towards well-being. Efforts to promote flourishing and optimal functioning of employees will affect individual and organisational outcomes. Flourishing and languishing are opposite end points on a continuum of mental health indicating the emotional, psychological and social well-being of individuals. An individual who feels well (emotional well-being) is more likely to function well (psychological and social well-being) which means meeting the criteria for positive mental health as flourishing. Investments in the well-being of employees lay the basis for positive employment relations. The aim of this study was to investigate the flourishing of employees in the information technology industry and to determine the antecedents and outcomes thereof. A cross-sectional survey design was used to gather data regarding the flourishing of IT professionals and its outcomes. A convenience sample (N = 205) was taken of employees in information technology organisations in South Africa. The measuring instruments used were the Mental Health Continuum Short Form, Job Satisfaction Scale, Work Engagement Scale, Work-related Basic Need Satisfaction Scale, Work Role Fit Scale, Psychological Contract Inventory, Violations of PC Questionnaire, Organisational Commitment Scale, Turnover Intention Scale and Counterproductive Work Behaviour measures. The results of study 1 showed that 58.5% of the IT professionals were neither languishing nor flourishing, while 3.9% were languishing. Flourishing strongly impacted job satisfaction and had minor to moderate direct and indirect effects on organisational citizenship behaviour and organisational commitment. Job satisfaction impacted directly and positively on organisational commitment and negatively on turnover intention; and moderately negatively on counterproductive behaviour. Flourishing had both a direct and positive effect, and an indirect and negative effect (via organisational commitment) on turnover intention. Study 2 showed that psychological contract breach and violation strongly and negatively impacted flourishing at work and in life. The results provided support for a model in which psychological contract breach and violation had both direct and indirect effects via satisfaction of psychological needs on job satisfaction, work engagement, turnover intention and flourishing of IT professionals. Study 3 showed that work role fit and the availability of resources were strong predictors of flourishing at work and in life. Work role fit, the availability of resources, and supervisor relations impacted job satisfaction and social well-being indirectly through autonomy satisfaction. The availability of resources impacted work engagement and psychological well-being indirectly via competence satisfaction. Furthermore, work role fit, the availability of resources, and supervisor relations impacted psychological well-being indirectly through relatedness. Recommendations for future research were made. / PhD, Labour relations management, North-West University, Vaal Triangle Campus, 2012

The happiness of managers is an important research theme for several reasons. Managers spend most of their working day with people, are constantly interacting with various social systems and are role models for happiness in organisations. Furthermore, happiness (in terms of feeling and functioning well) is associated with mental health and positive organisational outcomes. The prevalence of positive mental health is relatively low, with less than a third of the population experiencing high mental health. Research about happiness is necessary given that gains in mental health predict declines in mental illness. Two conceptualisations of happiness, namely authentic happiness (Seligman, 2002), and flourishing (Keyes, 2005) include dimensions of feeling and functioning well. No studies have been conducted regarding the happiness of managers in South Africa. Therefore, research is necessary to investigate the factors associated with happiness, as well as the pathways to managers’ happiness. Psychological need satisfaction is an important pathway through which social-contextual variables impact happiness of people. The aim of this research was to investigate the state of, antecedents and outcomes of happiness of managers in the agricultural sector in South Africa. A cross-sectional design with managers in the South African agricultural sector (N = 507) was used. The Orientations to Happiness Questionnaire, Satisfaction with Life Scale, Job Satisfaction Scale, Organisational Citizenship Behaviour Scale, Organisational Commitment Scale, Antecedents Scale, Work-related Basic Need Satisfaction Scale, Work Engagement Scale, Mental Health Continuum Short Form, Questionnaire for Eudaimonic Well-being, Work-role Fit Scale, Work-Life Questionnaire and Turnover Intention Scale were utilised. Cronbach alpha coefficients, exploratory factor analysis, Pearson correlations, multiple regression analysis, descriptive statistics and mediational analysis (Omnibus procedure) were applied. Structural equation modelling was used to test a structural model of orientations to happiness and its relation to various organisational outcomes. The results of study 1 showed that orientations to happiness (i.e. pleasure, meaning and engagement) had strong direct effects on subjective well-being, job satisfaction and organisational citizenship behaviour. Orientations to happiness impacted job satisfaction indirectly through subjective well-being. Subjective well-being had a strong direct and positive effect on job satisfaction. Orientations to happiness and subjective well-being affected organisational commitment indirectly through their effects on job satisfaction. Concerning happiness as flourishing at work, the results of study 2 showed that 3% of the managers were languishing, 48.5% were moderately flourishing, while 48.5% were flourishing. Task characteristics, supervisor relations, availability of resources impacted job satisfaction, emotional and psychological well-being of managers. Remuneration was associated with job satisfaction, emotional and social well-being. Task characteristics, supervisor relations, personal resources and remuneration satisfied the psychological needs for autonomy, competence and relatedness, which impacted job satisfaction, work engagement and flourishing of managers positively. The results of study 3 showed that factors contributing to meaningful work (work role fit, good co-worker relations, meaningful tasks and work beliefs) had direct effects on psychological need satisfaction, purpose and meaning in life, organisational citizenship behaviour and turnover intention. Work role fit, co-worker relations, task characteristics and career orientation (as a work belief) impacted meaning and purpose in life indirectly through competence satisfaction. Purpose in life impacted turnover intention negatively via psychological need satisfaction, while meaning in life impacted organisational citizenship behaviour and turnover intention via competence and relatedness satisfaction. Recommendations for future research were made. / PhD, Industrial Psychology, North-West University, Vaal Triangle Campus, 2012

Work engagement has a number of positive effects that benefit companies, and it may therefore be interesting to investigate what precedes work engagement. The purpose of the study was to investigate the relationship between occupational self-efficacy and occupational work engagement. In order for the study to provide a picture of all of Sweden, a number of counties were selected around the country. Randomized managers from each county were asked to forward an e-mail with an information letter and a survey to the employment officers over which he or she was manager. When the employment officers (N = 163) had responded the surveys, a multiple regression analysis was made. The result showed that the relation between occupational self-efficacy and work engagement was close to moderate. In conclusion, there was a discussion about how employers can increase their employees' occupational self-efficacy. Practical guidelines on how to achieve this was also presented along with other previous research. / Arbetsengagemang har en mängd positiva effekter som gynnar företag, och det kan därför vara intressant att undersöka vad som föregår arbetsengagemang. Syftet med studien var att undersöka sambandet mellan yrkesinriktad self-efficacy och arbetsengagemang. För att studien skulle ge en bild av hela Sverige valdes ett antal län runt om i landet ut. Slumpmässigt utvalda chefer från varje län ombads vidarebeforda ett mail med ett informationsbrev och en enkät till arbetsförmedlarna som denne var chef över. När arbetsförmedlarna (N = 163) svarat på enkäterna gjordes en multipel regressionsanalys. Resultatet visade att det fanns ett knappt måttligt samband mellan yrkesinriktad self-efficacy och arbetsengagemang. Avslutningsvis förs en diskussion om hur arbetsgivare kan höja sina medarbetares yrkesinriktade self-efficacy. Praktiska riktlinjer på hur detta kan uppnås presenterades även, tillsammans med tidigare forskning.

Cette thèse étudie la culture d’entreprise occidentale et la culture nationale gabonaise en tant que déterminants des valeurs culturelles au travail, des stratégies de négociation, de l'engagement au travail, et les risques psychosociaux (absentéisme et présentéisme). Les données quantitatives et qualitatives ont été recueillies auprès des salariés gabonais exerçant au sein entreprises occidentales. Globalement, la culture nationale et la culture d’entreprise occidentale sont différentes. Dès lors, les salariés orientés vers les valeurs culturelles nationales soutiennent moins la culture d’entreprise occidentale. Inversement, ceux qui soutiennent la culture d’entreprise occidentale appliquent moins leur culture nationale. Le choix de l’une des cultures dépendrait de leurs valeurs individuelles, et de leurs stratégies de négociation.De plus, la culture d’entreprise occidentale freine l’absentéisme et favorise l’engagement au travail. Cependant, elle présente aussi des risques, car elle favorise directement et indirectement le présentéisme au travail via l’engagement au travail. Finalement, les problèmes que pose l’interculturalité dans l’environnement professionnel sont toujours d’actualité. Ils détériorent les conditions de travail et mettent à mal le bien-être des salariés. Les conflits qui en découlent sont souvent mal gérés et semblent s’amplifier par des incompréhensions dues aux différences culturelles. / This dissertation studies Western corporate culture and Gabonese national culture, as determinants of workplace cultural values, negociation strategies, workplace engagement, and psychosocial risks (absenteeism, and presenteeism).Quantitative and qualitative date were collected among Gabonese workers of western corporate.Overall, national culture and Western corporate culture different. Workers who support their national culture are less exposed to Western culture. Gabonese embracing Western culture are less tempted to support their national culture. The choice of one culture depends on their individual values, and on their negociation strategies.Moreover, Western corporate culture affects negatively absenteesism, and positively workplace engagement. However, it has some risks as it influences directly and indirectly presenteeism via workplace engagement. Finally, issues of interculturality in professional environment remain recurrent. These problems lead to the deterioration of not only working conditions, but also the well-being of workers. The conflicts that are generated, are mostly mismanaged. They are worsened off because of misunderstanding due to different cultures.

Dans cette recherche, nous examinons l'effet de la justice interpersonnelle du groupe de travail sur les comportements innovants. D'abord, nous nous interrogeons sur le rôle médiateur joué par l'identification au groupe dans cette relation au niveau individuel d'analyse. Ensuite, nous examinons le rôle modérateur de la réflexivité sur ce mécanisme de médiation au même niveau d'analyse. Enfin, nous nous interrogeons sur le rôle de l'identification au groupe et l'engagement collectif au travail comme médiateurs en série des effets de la justice interpersonnelle du groupe sur les comportements innovants au niveau du groupe d'analyse sous l'angle des climats de justice. Deux études ont été menées afin de tester notre modèle. La première étude a été menée auprès de 204 employés d'hôpitaux tunisiens. Ses résultats montrent que l'effet indirect de la justice interpersonnelle du groupe de travail sur les comportements innovants, à travers l'identification au groupe, sera modéré par la réflexivité du groupe. La deuxième étude a été menée auprès de 528 étudiants regroupés dans 114 groupes de travail. Les données de cette étude ont été testées en utilisant une approche de modélisation multi niveaux par équations structurelles. Ses résultats montrent l'impact du climat de justice interpersonnelle du groupe sur les comportements individuels innovants à travers l'identification au groupe et l'engagement collectif au travail. Les implications théoriques et pratiques seront discutées. / In this research, we examine the effect of the interpersonal justice of the working group on innovative behaviors. First, we question the mediating role played by group identification in this relationship at the individual level of analysis. Next, we examine the moderating role of reflexivity on this mediation mechanism at the same level of analysis. Finally, we question the role of group identification and collective engagement at work as serial mediators of the effects of group interpersonal justice on innovative behaviors at the level of the analysis group in terms of climates of justice. Two studies were conducted to test our model. The first study was conducted among 204 Tunisian hospital employees. His results show that the indirect effect of the interpersonal justice of the working group on innovative behaviors, through identification with the group, will be moderated by the group's reflexivity. The second study was conducted with 528 students in 114 working groups. The data from this study were tested using a multi-level structural equation modeling approach. His results show the impact of the group's interpersonal justice climate on innovative individual behaviors through group identification and collective engagement at work. Theoretical and practical implications will be discussed.

Abstracts in English, Afrikaans and Zulu / Literature suggests that human resource practices (HRPs), particularly performance appraisal (PA), contribute to innovation. However, the importance of PA amongst other antecedents to innovation is inadequately described. This leaves human resource managers (HRMs) in the dark on which HRPs they should emphasize. This study contextualises the PA-innovation relationship in South Africa and specifies the importance of PA as a driver of innovation within and across organisations. A cross-sectional survey was employed, acquiring data from a broad cross-section of South African employees and organisations. PA, HRPs and three other antecedents to innovation, and innovation itself, were measured. Across organisations, PA was directly responsible for between 3.8% and 5.7% of the variance in innovation. It was also found that, when PA was combined with other HRPs and other antecedents to innovation, the role of PA was significant, though mostly secondary. Within organisations, the pattern repeated itself with the PAinnovation relationship significant in 30% of organisations, with PA never the dominant driver of innovation in any organisation. The research thus revealed that PA, as an antecedent to innovation, plays a subordinate role, both across employees and within specific organisations. When testing more complex models on the PA-innovation link, the results revealed that the PA-innovation relationship is mediated by work engagement (WE) as well as affective commitment (AC), with WE having the greatest effect. Transformational leadership (TL) and corporate entrepreneurship (CE) moderate the PA-innovation relationship, with TL having the strongest effect and CE having almost no effect. Proactive personality does not moderate the PA-innovation relationship. The results specify the relative importance of PA in general and within specific organisations. The main finding is that PA is not the dominant HRP driving innovation. It also shows that leadership behaviour (TL) more than climate (CE), and WE rather than AC influence the PA innovation relationship. The aforementioned will benefit all stakeholders, particularly HRMs, to focus on appropriate HRPs when trying to enhance innovation at the general employee and organisational level. No previous research has discussed the role of PA as an antecedent to innovation in this degree of detail or contextualised the research as has been done here. / Literatuur suggereer dat menslike hulpbronpraktyke, veral prestasiebeoordeling, bydra tot innovasie. Die belangrikheid van prestasiebeoordeling onder ander antesedente vir innovasie word egter onvoldoende beskryf. Dit laat menslikehulpbronbestuurders in die duister waarop menslike hulpbronpraktyke hulle moet beklemtoon. Hierdie studie kontekstualiseer die prestasiebeoordeling-innovasie-verhouding in Suid-Afrika en spesifiseer die belangrikheid van prestasiebeoordeling as 'n drywer van innovasie binne en oor organisasies. Daar is gebruik gemaak van 'n deursnee-opname met die verkryging van data van 'n breë deursnit van Suid-Afrikaanse werknemers en organisasies. Prestasiebeoordeling, menslike hulpbronpraktyke en drie ander voorvaders vir innovasie en innovasie self is gemeet. Regoor organisasies was prestasiebeoordeling regstreeks verantwoordelik vir tussen 3.8% en 5.7% van die variansie in innovasie. Daar is ook gevind dat, toe prestasiebeoordeling gekombineer is met ander menslike hulpbronpraktyke en ander antesedente vir innovasie, die rol van prestasiebeoordeling belangrik was, hoewel meestal sekondêr. Binne organisasies het die patroon homself herhaal met die prestasiebeoordeling-innovasie-verhouding wat in 30% van die organisasies beduidend was, met prestasiebeoordeling nooit die dominante drywer van innovasie in enige organisasie nie. Die navorsing het dus aan die lig gebring dat prestasiebeoordeling, as 'n voorvader van innovasie, 'n ondergeskikte rol speel, beide oor werknemers en binne spesifieke organisasies. By die toetsing van meer ingewikkelde modelle op die prestasiebeoordeling-innovasie-skakel, het die resultate aan die lig gebring dat die prestasiebeoordeling-innovasie-verhouding bemiddel word deur werksbetrokkenheid sowel as affektiewe toewyding, met die feit dat werksbetrokkenheid die grootste effek het. Transformasionele leierskap en korporatiewe ondernemerskap het die prestasiebeoordeling-innovasie-verhouding gematig, en Transformasionele leierskap het die sterkste effek en korporatiewe ondernemerskap het byna geen effek nie. Proaktiewe persoonlikheid modereer nie die prestasiebeoordeling-innovasie-verhouding nie. Die resultate spesifiseer die relatiewe belang van prestasiebeoordeling in die algemeen en binne spesifieke organisasies. Die belangrikste bevinding is dat prestasiebeoordeling nie die dominante menslike hulpbronpraktyk is wat innovasie dryf nie. Dit wys ook dat leierskapsgedrag meer as klimaat is, en werksbetrokkenheid eerder as affektiewe toewyding die binnovasieverhouding beïnvloed. Bogenoemde sal alle belanghebbendes, veral menslikehulpbronbestuurders, bevoordeel om op toepaslike menslike hulpbronpraktyke te konsentreer as hulle probeer om innovasie op die algemene werknemer- en organisatoriese vlak te bevorder. Geen vorige navorsing het die rol van prestasiebeoordeling as 'n voorkennis vir innovasie in hierdie mate van detail bespreek of die navorsing gekontekstualiseer soos hier gedoen is nie. / Izincwadi zisikisela ukuthi imikhuba yemithombo yabantu, ikakhulu ukutuswa ngomsebenzi, kwenza abantu basungule izinto. Nokho, ukubaluleka kwe-ukutuswa ngomsebenzi phakathi kwezinye izinto kudlula ukusungula izinto okuchazwe ngokungenelea. Lokhu kwenza abaphathi bemithombo yabantu besebumnyameni ngokuthi imaphi ama-imikhuba yemithombo yabantu okufanele bawagcizelele. Lolu cwaningo luhlobanisa ukusungulwa kwezinto ze-ukutuswa ngomsebenzi nobuhlobo eNingizimu Afrika futhi ikhuthaze ngokukhethekile ukubaluleka kweukutuswa ngomsebenzi njengokushukumisa abantu ukuba basungule ngaphakathi nakuzo zonke izinhlangano. Kwasetshenziswa inhlolo-vo kuzo zonke izinhlangano, kwaqoqwa idatha kuzo zonke izingxenye zabasebenzi baseNingizimu Afrika nezinhlangano. I-ukutuswa ngomsebenzi, ama-imikhuba yemithombo yabantu nabanye abasunguli abathathu bezinto, nokusungulwa kwezinto ngokwako kwakalwa. Kuzo zonke izinhlangano, i-ukutuswa ngomsebenzi yayinomthwalo ngokuqondile phakathi kwamaphesenti angu-3.8 no-5.7% zokusungula izinto okuhlukahlukene. Kwatholakala nokuthi, lapho i-ukutuswa ngomsebenzi ihlanganiswa namanye ama-imikhuba yemithombo yabantu nezinye izinhlangano ezisungula izinto, indima ye-ukutuswa ngomsebenzi yayibalulekile, nakuba ingeyesibili. Phakathi nezinhlangano, umkhuba wawuziphindaphinda ekusunguleni kwe-ukutuswa ngomsebenzi nobuhlobo nezinhlangano ezingamaphesenti angu-30, i-ukutuswa ngomsebenzi yayingashukumisi ukusungula izinto kunoma iyiphi inhlangano. Ngakho, ucwaningo lwembula ukuthi i-ukutuswa ngomsebenzi, njengento esungulayo, inendima ebalulekile, kokubili kubasebenzi nasezinhlanganweni ezithile. Lapho kuhlolwa izimo eziyinkimbinkimbi kakhulu ekuhlobaneni nokusungula kwe-ukutuswa ngomsebenzi, imiphumela yembula ukuthi ukusungula kwe-ukutuswa ngomsebenzi kuhlobene nokusebenza kanye nokuzibophezela okuphumelelayo, i-kuhlobene nokusebenza inomthelela omkhulu kakhulu. Abaholi bezinguquko nabaphathi bezinkampani bayakulinganisa ubuhlobo bokusungula ne-ukutuswa ngomsebenzi, i-abaholi bezinguquko inomthelela omkhulu kakhulu futhi i-nabaphathi bezinkampani ingenawo umthelela. Ubuntu obuhle abulinganiseli ubuhlobo bokusungula kwe-ukutuswa ngomsebenzi. Imiphumela ibonisa ukubaluleka kwe-ukutuswa ngomsebenzi phakathi ezinhlanganweni ezithile. Okwatholakala ukuthi i-ukutuswa ngomsebenzi ayiyona into eyinhloko eshukumisa ukusungula kwe-imikhuba yemithombo yabantu. Ibuye ibonise ukuziphatha kwabaholi ngaphezu kwesimo sezulu, ne-kuhlobene nokusebenza kunethonya le-nokuzibophezela okuphumelelayo ebuhlotsheni bokusungula kwe-ukutuswa ngomsebenzi. Lokho okuphawulwe ngenhla kuyozuzisa wonke ama-stakeholder, ikakhulu ama-abaphathi bemithombo yabantu, ukuze agxile kuma-imikhuba yemithombo yabantu afanele lapho ezama ukukhuthaza abasebenzi abavamile nezinhlangano ukuba basungule. Alukho ucwaningo lwangaphambili oluke lwaxoxa ngendima ye-ukutuswa ngomsebenzi njengesungula izinto kuleli zinga elinemininingwane noma ibeke ucwaningo ngokunembile njengoba kwenziwe lapha. / Business Management / D.B.L.

Job-related aspects of the work environment, such as work pressure, workload, leadership, and management support cause occupational stress and increase costs to organizations. Grounded in the job demands-resources model theory, the purpose of this single case study was to explore strategies some bank managers use to reduce employees' occupational stress. The interview process included 5 managers employed at a bank in the Caribbean who successfully implemented strategies that reduced employees' occupational stress. The data collection and analysis process involved face-to-face, semistructured interviews and analysis of organizational documentation. Using the exploratory approach in data analysis, data were systematically integrated, evaluated, and summarized through a process of coding and generating themes and patterns. During the coding process, 4 major themes emerged: organizational protection and leadership, supportive organization, occupational health and well-being, and prevention. Business managers who develop and execute strategies centered on these themes might reduce job-related stress factors and the negative consequences of occupational stress. The study results might prompt business leaders to develop prevention strategies to address the causes of potential stressors linked to work conditions. The implications for positive social change include the potential for improving employee health and reducing health costs to employees, their families, and communities.

This research was conducted from the perspective of a positive human behaviour paradigm in the context of human resource management. It investigated the interrelationships between work stress, work engagement and service delivery of academics in a changing distance-learning environment in Zimbabwe, for which there is a paucity of research. A descriptive, cross-sectional survey design was applied to a sample of 83 academics at the largest distance-learning university, against the background of their ever-changing roles. A sample of 101 students was also included, so that the students provided balanced data for analysis regarding their perception of service delivery by academics. Confirmatory and exploratory analysis revealed a four-construct measurement model for work stress, a three-construct measurement model for work engagement and a four-construct measurement model for service delivery. Correlational analysis and structural equation modelling revealed some significant relationships between these constructs. Tests for significant differences among different groups of academics and students based on socio-demographic variables were revealed and showed some interesting differences among these variables. The t-test did not reveal significant differences in service delivery perceptions between the academics and the students on the dimensions of responsiveness and assurance. The study makes a valuable contribution to the organisational behaviour literature in terms of how work stress and work engagement influence academics’ service delivery in a distance-learning university. On a theoretical level, the study did well to expand on available literature on the constructs of work stress, work engagement and service delivery provided by higher education distance-learning universities. The statistical techniques that were utilised expanded previous empirical studies by studying the interrelationship dynamics andoverall relationship dynamics between work stress, work engagement and service delivery provided by distance-learning universities. On a practical level, this study should bring new knowledge to managers at distance- learning universities by improving their understanding of how academics are affected by increasing, new job demands, which in turn increase their workload. Distance- learning universities thus should adapt their people management practices accordingly. Provision of adequate resources at both individual and organisational levels should be prioritised in order to minimise work stress and improve work engagement, and subsequently service delivery. / Hierdie navorsing is vanuit die perspektief van ’n positiewe menslike-gedragsparadigma in die konteks van menslikehulpbronbestuur uitgevoer. Dit het die onderlinge verhoudings tussen werkstres, werksbetrokkenheid en dienslewering van akademici in ’n veranderende afstandsleeromgewing in Zimbabwe, waaroor daar ’n gebrek aan navorsing is, ondersoek. ’n Beskrywende, deursnee-ondersoekontwerp is op ’n steekproef van 83 akademici by die grootste afstandsleeruniversiteit, teen die agtergrond van hulle voortdurend veranderende rolle, gedoen. ’n Steekproef van 101 studente is ook ingesluit sodat die studente gebalanseerde data vir ontleding rakende hulle persepsie van dienslewering deur die akademici kon verskaf. Bevestigende en verkenningsontleding het ’n vierkonstruk-metingsmodel vir werkstres, ’n driekonstruk-metingsmodel vir werksbetrokkenheid en ’n vierkonstruk-metingsmodel vir dienslewering aangetoon. Korrrelasie-ontleding en strukturele vergelykingsmodellering het betekenisvolle verhoudings tussen hierdie konstrukte uitgewys. Toetse vir beduidende verskille tussen die verskillende groepe akademici en studente, gegrond op sosio-demografiese veranderlikes, het interessante verskille tussen hierdie veranderlikes aangetoon. Die t-toets het nie beduidende verskille ten opsigte van diensleweringspersepsies tussen die akademici en die studente oor die dimensies van gevoeligheid en gerusstelling aangetoon nie. Die studie het ’n waardevolle bydra gelewer tot die literatuur oor organisatoriese gedrag en oor hoe werkstres en werksbetrokkenheid akademici se dienslewering by ’n afstandsleeruniversiteit kan beïnvloed. Op ’n teoretiese vlak het die studie ’n goeie viii bydra gelewer tot die beskikbare literatuur wat betref die konsepte van werkstres, werksbetrokkenheid en dienslewering wat deur hoëronderwys-afstandsleeruniversiteite verskaf word. Die statistiese tegnieke wat gebruik is, het voortgebou op vorige empiriese studies deur die onderlingeverhoudingsdinamika en algehele verhoudingsdinamika tussen werkstres, werksbetrokkenheid en dienslewering wat deur afstandsleeruniversiteite verskaf word, te bestudeer. Op ’n praktiese vlak behoort hierdie studie nuwe kennis verskaf aan bestuurders by afstandsleeruniversiteite deur hulle begrip te verbeter van hoe akademici deur toenemende, nuwe eise by die werk, wat op hulle beurt hul werkslading verhoog, beïnvloed word. Afstandsleeruniversiteite moet dus hulle mensebestuurspraktyke ooreenkomstig aanpas. Om voorsiening te maak vir voldoende hulpbronne op individuele sowel as organisatoriese vlakke, moet prioriteit daaraan gegee word om werkstres te verminder en werksbetrokkendheid, en uiteindelik dienslewering, te verbeter. / Lolu cwaningo lwenziwa ngokohlelo lomqondo wokuziphatha kahle komuntu, lokhu kwenzeka ngaphansi kohlelo lwezokuphathwa kwabasebenzi. Ucwaningo luye lwaphenya izinhlelo zobudlelwano obuphakathi kwengcindezi yomsebenzi, ukusebenza ngokuzikhandla kanye nokuhlinzeka ngemisebenzi yezifundiswa mayelana nesimo esiguqukayo sohlelo lokufunda ukude eZimbabwe, naphezu kokwentuleka kocwaningo. Idizayini yesaveyi echazayo naleyo yohlobo lwe-cross-sectionalzasetshenziswa kusampuli yezifundiswa ezingama-83 yezifundiswa enyuvesi enkulu yohlelo lokufunda ukude, phakathi kwezindima zenyuvesi ezihlala ziguquka njalo. Kuye kwafakwa isampuli yabafundi aba 101, ukuze abafundi banikeza uhlaziyo lwedatha elingene mayelana nomqondo wezokuhlinzeka ngezinsiza wezifundiswa. Izinhlelo zokuhlaziya eziqinisekisayo kanye nalezo ezihlolayo ziye zaveza imodeli elinganisayo yokwakha embaxa-zinne, okuyimodeli yokuhlinzeka ngezinsiza. Izinhlelo zokuhlaziya, phecelezi (correlation analysis) kanye nohlelo lokumodeli, phecelezi, (i-structural equation) ziye zaveza ubudlelwano obusemqoka obuphakathi kwalezi zakhiwo. Kuye kwavezwa izinhlelo zokuhlola ezahlukahlukene hlangana namaqembu ahlukahlukene ezifundiswa nabafundi, lokhu kususelwe phezu kwezimpawu zedemogilafi yezenhlalakahle yabantu, kanti lokhu kukhombise umehluko ohehayo hlangana nalezo zimpawu. Uhlelo lokuhlola, phecelezi i( t-test) aluzange luveze izimpawu ezehlukile ezimayelana nemiqondo yokuhlinzekwa ngezinsiza phakathi kwezifundiswa kanye nabafundi mayelana nemikhakha yendlela yokuphendula kanye nokuqinisekisa. Ucwaningo lwenze umsebenzi omkhulu omuhle mayelana nombhalo wokuziphatha kwenhlangano, mayelana nokuthi ingcindezi yomsebenzi kanye nokusebenza ngokuzikhandla kunomthintela muni phezu kokuhlinzeka ngomsebenzi kuzifundiswa enyuvesi yohlelo lokufunda ukude. Ngokwesigaba esiphathekayo, lolu cwaningo kufanele lulethe ulwazi olusha kubaphathi emanyuvesi ohlelo lokufunda ukude ngokuthuthukisa ulwazi lwabo mayelana nokuthi izifundiswa zithinteka kanjani ngokwengeza, izidingo ezintsha zomsebenzi, eziphinde zingeze umthwalo womsebenzi. Wazo. Ngalokho-ke, amanyuvesi ohlelo lokufunda ukude, kufanele ajwayele izingqubo zawo zokuphathwa kwabantu ngendlela efanele. Ukuhlinzekwa ngemithombo eyanele ezigabeni ezimbili, somuntu ngamunye nesigaba senhlangano kufanele kuqalwe ngakho ukuze kuncishiswe ingcindezi yomsebenzi kanye nokuthuthukisa indlela yokusebenza ngokuzikhandla, kanye nangokuhlinzeka ngezinsiza. / Business Management / D. Com. (Business Management)