A case study of role conflict experienced by middle management during organizational change
- Authors: Sepeng, Mugabe
- Date: 2023-10-13
- Subjects: Role conflict , Change management , Middle managers , Middle management , ISO 9001 Standard Implementation of
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/419189 , vital:71624
- Description: This research investigation is based on continuous improvement changes arising from - and related to - ISO 9001 implementation at Sundays River Citrus Company (SRCC), which is one of the biggest packers, marketers, and exporters of citrus fruit in South Africa. The Board of SRCC adopted ISO 9001 to ensure organizational efficiency and sustainability while improving quality control, customer service, teamwork and leadership. However, research indicates not all organizations that have Implemented ISO 9001 realize the intended benefits. While no research was available on the citrus agriculture industry, research in the tourism industry indicates that not only did some companies not realize the expected benefits, but also incurred substantial investment costs. It is estimated that approximately thirty to ninety percent of change initiatives fail to meet their objectives, and research studies also indicate that middle managers play a critical role that can influence the outcomes of a change project. However, Balogun (2003) indicates that middle managers play a complex role and are exposed to role conflict, which can influence the outcomes of change initiatives. In this context, this research study aimed to investigate the role conflicts experienced by middle managers during the process of an ISO 9001 continuous improvement change. The study draws on role theory, applying it to their management of change. The following role conflict types were investigated: (1) intra-sender conflict, (2) inter-sender role conflict, (3) inter-role conflict, (4) role ambiguity and (5) role strain. The research approach is qualitative, and has adopted a post-positivist paradigm, utilizing a deductive qualitative method. The study adopted a case study approach. Data was gathered mainly from interviews and supported by organizational documents. Semi structured interviews were conducted with questions formulated through the use of the coding manual (See Appendix C) to ensure alignment of data collection with the research propositions derived from literature. A deductive thematic analysis method was used to analyze the interview data. The research findings confirmed that during continuous improvement change, as middle managers strived to satisfy the incompatible expectations of role senders (mainly senior and junior managers), they experienced the five role conflict types. The study findings also indicate that middle managers experience conflicts due to the incompatible expectations of other role senders such as quality and marketing departments. The findings suggest that middle managers are managing these conflicts, but notes that they do require some assistance and support from senior management. The study concludes with managerial and research recommendations. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2023
- Full Text:
- Authors: Sepeng, Mugabe
- Date: 2023-10-13
- Subjects: Role conflict , Change management , Middle managers , Middle management , ISO 9001 Standard Implementation of
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/419189 , vital:71624
- Description: This research investigation is based on continuous improvement changes arising from - and related to - ISO 9001 implementation at Sundays River Citrus Company (SRCC), which is one of the biggest packers, marketers, and exporters of citrus fruit in South Africa. The Board of SRCC adopted ISO 9001 to ensure organizational efficiency and sustainability while improving quality control, customer service, teamwork and leadership. However, research indicates not all organizations that have Implemented ISO 9001 realize the intended benefits. While no research was available on the citrus agriculture industry, research in the tourism industry indicates that not only did some companies not realize the expected benefits, but also incurred substantial investment costs. It is estimated that approximately thirty to ninety percent of change initiatives fail to meet their objectives, and research studies also indicate that middle managers play a critical role that can influence the outcomes of a change project. However, Balogun (2003) indicates that middle managers play a complex role and are exposed to role conflict, which can influence the outcomes of change initiatives. In this context, this research study aimed to investigate the role conflicts experienced by middle managers during the process of an ISO 9001 continuous improvement change. The study draws on role theory, applying it to their management of change. The following role conflict types were investigated: (1) intra-sender conflict, (2) inter-sender role conflict, (3) inter-role conflict, (4) role ambiguity and (5) role strain. The research approach is qualitative, and has adopted a post-positivist paradigm, utilizing a deductive qualitative method. The study adopted a case study approach. Data was gathered mainly from interviews and supported by organizational documents. Semi structured interviews were conducted with questions formulated through the use of the coding manual (See Appendix C) to ensure alignment of data collection with the research propositions derived from literature. A deductive thematic analysis method was used to analyze the interview data. The research findings confirmed that during continuous improvement change, as middle managers strived to satisfy the incompatible expectations of role senders (mainly senior and junior managers), they experienced the five role conflict types. The study findings also indicate that middle managers experience conflicts due to the incompatible expectations of other role senders such as quality and marketing departments. The findings suggest that middle managers are managing these conflicts, but notes that they do require some assistance and support from senior management. The study concludes with managerial and research recommendations. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2023
- Full Text:
Service as a leadership competency at Director/CEO level
- Authors: Chilton, Ilse Mercia
- Date: 2022-12
- Subjects: Leadership Moral and ethical aspects , Servant leadership , Compassion , Humility , Integrative thinking , Critical incident technique , Transformational leadership
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/419075 , vital:71614
- Description: Given ethical failures in leadership, the actions and decisions of leaders are receiving renewed attention based on the role business plays in society. Business leaders need to demonstrate their willingness to consider their influence on society and not merely consider the demands and expectations of shareholders. Leaders must consider the ethical lens through which their decisions and actions are perceived. Service as a leadership competency can develop ethical leadership. Currently, service is not clearly defined and understood, and Pearse (2017) proposes five interrelated elements of service as a competency, namely individualised consideration, compassion, motivation to lead, humility and integrated thinking. The study examined if the five interrelated service elements are present when a leader at Director/CEO level exercises an act of service towards a follower. The study adopted a qualitative deductive thematic approach, collecting data through semi-structured interviews and using the critical incident technique to guide the interviews. The study's findings support the research proposition that service as a leadership competency consists of the five elements, but with some of these elements expanded. Service as a leadership competency is recommended to develop high-quality social relationships within an organisation, which will positively impact the corporate culture. Organisations can recruit and select leaders based on ethical leadership requirements and integrate these into performance management systems. Recommendations for further research have also been made. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2023
- Full Text:
- Authors: Chilton, Ilse Mercia
- Date: 2022-12
- Subjects: Leadership Moral and ethical aspects , Servant leadership , Compassion , Humility , Integrative thinking , Critical incident technique , Transformational leadership
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/419075 , vital:71614
- Description: Given ethical failures in leadership, the actions and decisions of leaders are receiving renewed attention based on the role business plays in society. Business leaders need to demonstrate their willingness to consider their influence on society and not merely consider the demands and expectations of shareholders. Leaders must consider the ethical lens through which their decisions and actions are perceived. Service as a leadership competency can develop ethical leadership. Currently, service is not clearly defined and understood, and Pearse (2017) proposes five interrelated elements of service as a competency, namely individualised consideration, compassion, motivation to lead, humility and integrated thinking. The study examined if the five interrelated service elements are present when a leader at Director/CEO level exercises an act of service towards a follower. The study adopted a qualitative deductive thematic approach, collecting data through semi-structured interviews and using the critical incident technique to guide the interviews. The study's findings support the research proposition that service as a leadership competency consists of the five elements, but with some of these elements expanded. Service as a leadership competency is recommended to develop high-quality social relationships within an organisation, which will positively impact the corporate culture. Organisations can recruit and select leaders based on ethical leadership requirements and integrate these into performance management systems. Recommendations for further research have also been made. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2023
- Full Text:
Exploring Ubuntu as service leadership competency
- Authors: Bangushe, Anele Greatjoy
- Date: 2022-10-14
- Subjects: Leadership Moral and ethical aspects , Ubuntu (Philosophy) , Methodist Church of South Africa , Servant leadership South Africa Makhanda , Christian leadership South Africa Makhanda , Community leadership South Africa Makhanda , Critical incident technique
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/380743 , vital:67488
- Description: This is a case study conducted in the Methodist Church of Southern Africa (MCSA), Grahamstown, in the Eastern Cape. Against the backdrop of identifying and conceptualising ethically oriented leadership competencies, the purpose of this study was to explore service as a leadership competency. The literature reviewed in this research underscored the importance of effective and ethical leadership, but critiqued the Westernised, individualistic orientation of the conceptualisation of service as a leadership competency. Based on a review of the literature, this study proposes that when African leaders are in leadership four components of Ubuntu are involved when they exercise service as a leadership competency. These components are collective consideration, collective compassion, community server and Ubuntu humility. The main aim of this study is to investigate if leaders display these four components when exercising service towards their followers, and if so, how, and why they do so. A conceptual framework of components of Ubuntu, which culminated in research themes and propositions, were produced from the literature chapter. A qualitative research method was adopted in this study in which eight participants were selected through convenience sampling for this case study. One minister and seven Vice-Presidents of various organisations in the Methodist Church were interviewed. Semi-structured interviews were conducted for data collection and a deductive thematic analysis approach was employed to analyse data. Also, the critical incident technique (CIT) was utilised to structure interview questions, which is best fitting to solicit complex and comprehensive data from the interviewees. In its findings, the study confirmed the presence of the four components of Ubuntu, but several delimitations and limitations are acknowledged. Nevertheless, the study has made some contribution to understanding the display of service as a leadership competency in an African context. The implications for management practice are considered and recommendations made for future research. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2022
- Full Text:
- Authors: Bangushe, Anele Greatjoy
- Date: 2022-10-14
- Subjects: Leadership Moral and ethical aspects , Ubuntu (Philosophy) , Methodist Church of South Africa , Servant leadership South Africa Makhanda , Christian leadership South Africa Makhanda , Community leadership South Africa Makhanda , Critical incident technique
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/380743 , vital:67488
- Description: This is a case study conducted in the Methodist Church of Southern Africa (MCSA), Grahamstown, in the Eastern Cape. Against the backdrop of identifying and conceptualising ethically oriented leadership competencies, the purpose of this study was to explore service as a leadership competency. The literature reviewed in this research underscored the importance of effective and ethical leadership, but critiqued the Westernised, individualistic orientation of the conceptualisation of service as a leadership competency. Based on a review of the literature, this study proposes that when African leaders are in leadership four components of Ubuntu are involved when they exercise service as a leadership competency. These components are collective consideration, collective compassion, community server and Ubuntu humility. The main aim of this study is to investigate if leaders display these four components when exercising service towards their followers, and if so, how, and why they do so. A conceptual framework of components of Ubuntu, which culminated in research themes and propositions, were produced from the literature chapter. A qualitative research method was adopted in this study in which eight participants were selected through convenience sampling for this case study. One minister and seven Vice-Presidents of various organisations in the Methodist Church were interviewed. Semi-structured interviews were conducted for data collection and a deductive thematic analysis approach was employed to analyse data. Also, the critical incident technique (CIT) was utilised to structure interview questions, which is best fitting to solicit complex and comprehensive data from the interviewees. In its findings, the study confirmed the presence of the four components of Ubuntu, but several delimitations and limitations are acknowledged. Nevertheless, the study has made some contribution to understanding the display of service as a leadership competency in an African context. The implications for management practice are considered and recommendations made for future research. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2022
- Full Text:
The use of simulators and artificial intelligence in leadership feedback
- Authors: Ntombana, Sixolile
- Date: 2022-10-14
- Subjects: Artificial intelligence , Leadership , Employees Rating of , Communication in industrial relations , Qualitative reasoning Technological innovations , Chatbots
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/357685 , vital:64767
- Description: Leadership is a key factor in team success. For leadership to succeed, leaders need to possess the requisite competencies that can facilitate their performance. Team skills is identified as a leadership competency that is prioritised and most sought after by leaders. This follows studies that confirm that team skills are vital for leadership and team success. For leadership to develop team skills, feedback must be provided. Feedback is identified as information that is provided by an observer on a particular performance. The role of feedback in leadership development serves the purposes of engagement and self-reflection and evaluation of a leader’s performance. In this light, feedback cannot be separated from leadership as it is an essential part of communication in a leadership context. The nature and source of feedback can affect how the feedback is received, as shown by studies that suggest that the effectiveness of feedback goes beyond the content or nature (good/bad feedback) of the feedback. This study looks at two feedback sources: humans and artificial intelligence (AI) using students as the population. Humans have been the traditional source in feedback provision. Thus, in a team setting peers provide feedback on their peers’ performances. Unprecedented technological advancements have seen the improvement of AI capabilities to being able to give feedback. This has made AI a feedback source. Following these developments, this research assessed the way in which humans and AI provide feedback and the way in which students react to feedback provided by humans and AI. The research used chatbot AI, a Skills Simulator Assessment, launched by Kotlyar (2018). Students registered for Management One at Rhodes University in 2021 were the population for this research. The research was comprised of two phases where in phase one they were assessed by the Skill Simulator Assessment and in phase two they were assessed by their peers. This research found that students are not averse to feedback from AI, although they prefer peer feedback. It was further found that peer feedback tends to be tainted by lenience, while AI is not affected by lenience. This finding marked a significant development of AI in feedback provision. , Thesis (MCom) -- Faculty of Commerce, Management, 2022
- Full Text:
- Authors: Ntombana, Sixolile
- Date: 2022-10-14
- Subjects: Artificial intelligence , Leadership , Employees Rating of , Communication in industrial relations , Qualitative reasoning Technological innovations , Chatbots
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/357685 , vital:64767
- Description: Leadership is a key factor in team success. For leadership to succeed, leaders need to possess the requisite competencies that can facilitate their performance. Team skills is identified as a leadership competency that is prioritised and most sought after by leaders. This follows studies that confirm that team skills are vital for leadership and team success. For leadership to develop team skills, feedback must be provided. Feedback is identified as information that is provided by an observer on a particular performance. The role of feedback in leadership development serves the purposes of engagement and self-reflection and evaluation of a leader’s performance. In this light, feedback cannot be separated from leadership as it is an essential part of communication in a leadership context. The nature and source of feedback can affect how the feedback is received, as shown by studies that suggest that the effectiveness of feedback goes beyond the content or nature (good/bad feedback) of the feedback. This study looks at two feedback sources: humans and artificial intelligence (AI) using students as the population. Humans have been the traditional source in feedback provision. Thus, in a team setting peers provide feedback on their peers’ performances. Unprecedented technological advancements have seen the improvement of AI capabilities to being able to give feedback. This has made AI a feedback source. Following these developments, this research assessed the way in which humans and AI provide feedback and the way in which students react to feedback provided by humans and AI. The research used chatbot AI, a Skills Simulator Assessment, launched by Kotlyar (2018). Students registered for Management One at Rhodes University in 2021 were the population for this research. The research was comprised of two phases where in phase one they were assessed by the Skill Simulator Assessment and in phase two they were assessed by their peers. This research found that students are not averse to feedback from AI, although they prefer peer feedback. It was further found that peer feedback tends to be tainted by lenience, while AI is not affected by lenience. This finding marked a significant development of AI in feedback provision. , Thesis (MCom) -- Faculty of Commerce, Management, 2022
- Full Text:
Stakeholder relationship management and the perception of trust: a case study of a salient stakeholder
- Authors: Chambers, Craig Brian
- Date: 2022-06
- Subjects: Stakeholder management South Africa Sundays River (Eastern Cape) , Stakeholder theory , Trust , Industrial priorities , Social capital (Sociology)
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/419060 , vital:71612
- Description: Trust is an essential aspect in developing meaningful relationships between firms and their stakeholders. Mayer, Davis and Schoorman (1995, p.709) define trust as “the willingness of a party to be vulnerable to the actions of another party based on the expectation that the other party will perform a particular action important to the trustor irrespective of the ability to monitor or control that other party”. This study took the form of an explanatory case study that focussed on an interaction between a firm and a salient stakeholder and attempted to explain how this interaction influenced the perceived trustworthiness of the firm in stakeholders that were observing the interaction. The study attempted to add to the work of Crane (2020), whose research had focussed on stakeholder connectedness, and specifically how this could be utilized by firms interacting with stakeholders to engender trust in a wider group of stakeholders. The research aimed to evaluate how the Sterile Insect Release programme, operating by the firm in the Sunday’s River Valley, was given a second chance through engagement with a salient stakeholder and how the interaction was observed by a wider group of stakeholders leading to perceived stakeholder trustworthiness and social capital. The study had five objectives, namely to; (1) analyse how a firm’s ability, benevolence, and integrity enables (or does not engender) the development of the firm’s trustworthiness amongst its stakeholders; (2) analyse how the firm’s engagement with a salient stakeholder enables (or does not engender) increased levels of trustworthiness in the firm by the stakeholders that are observing its interaction with a salient stakeholder; (3) analyse the benefits of social capital gained through increased levels of stakeholder trust; (4) identify good practice guidelines for firm engagement with salient stakeholders to ensure the correct cues are portrayed to observing stakeholders for the development of the trustworthiness of the firm; and (5) make recommendations related to management practices that will support the development of trust. The research adopted a qualitative approach and data were collected through semi-structured interviews with three groups of stakeholders that were present at the meeting. A review of the literature was undertaken to identify various propositions for the research and from which a theory-driven coding memo was developed. The derived propositions were as follows: (1) observing a firm’s engagement with a single salient stakeholder will provide cues to observing stakeholders about the trustworthiness of the firm, and (2) perceptions of a firm’s trustworthiness will result in increased social capital between the firm and its stakeholders. The first proposition was divided into three sub-propositions for the study which stated; (a) observing a firm’s engagement with a single salient stakeholder will provide cues to observing stakeholders about the ability of the firm; (b) observing a firm’s engagement with a single salient stakeholder will provide cues to observing stakeholders about the benevolence of the firm; and (c) observing a firm’s engagement with a single salient stakeholder will provide cues to observing stakeholders about the integrity of the firm. From the literature analysis, various themes were identified which include, observed interactions, ability, benevolence, integrity, trustworthiness, and increased social capital. The research findings confirmed the propositions as being relevant to the case study. The findings confirmed that ability, benevolence, and integrity are key attributes in portraying trustworthiness when interacting with a salient stakeholder. All three attributes were noted by the interviewees as being important to observing stakeholders in the development of trust in a firm, although ability and integrity were found to be the dominant attributes in this case study. The findings did present some evidence that an increased level of perceived trustworthiness in the firm did positively influence the levels of social capital, however, this was not a common theme among all the interviewees. In the light of these findings, it is recommended that firms utilize stakeholder models to identify salient stakeholders that are influential within the markets in which they operate. The firm should actively pursue a strong relationship with these stakeholders, and further attempt to generate opportunities to interact with these stakeholders in a public forum where stakeholder connectedness could be utilized to develop perceived trust in the wider group of stakeholders. The firm should focus on open, honest, and transparent communication which are key aspects for portraying the attributes of ability, benevolence, and integrity. The study addresses a gap in the trust literature at a stakeholder level and therefore has contributed to the trust literature by addressing how the connectedness between stakeholders can lead to trust in a wider group of stakeholders by increasing efficiency during these interactions and utilizing situational circumstances to build social capital. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2023
- Full Text:
- Authors: Chambers, Craig Brian
- Date: 2022-06
- Subjects: Stakeholder management South Africa Sundays River (Eastern Cape) , Stakeholder theory , Trust , Industrial priorities , Social capital (Sociology)
- Language: English
- Type: Academic theses , Master's theses , text
- Identifier: http://hdl.handle.net/10962/419060 , vital:71612
- Description: Trust is an essential aspect in developing meaningful relationships between firms and their stakeholders. Mayer, Davis and Schoorman (1995, p.709) define trust as “the willingness of a party to be vulnerable to the actions of another party based on the expectation that the other party will perform a particular action important to the trustor irrespective of the ability to monitor or control that other party”. This study took the form of an explanatory case study that focussed on an interaction between a firm and a salient stakeholder and attempted to explain how this interaction influenced the perceived trustworthiness of the firm in stakeholders that were observing the interaction. The study attempted to add to the work of Crane (2020), whose research had focussed on stakeholder connectedness, and specifically how this could be utilized by firms interacting with stakeholders to engender trust in a wider group of stakeholders. The research aimed to evaluate how the Sterile Insect Release programme, operating by the firm in the Sunday’s River Valley, was given a second chance through engagement with a salient stakeholder and how the interaction was observed by a wider group of stakeholders leading to perceived stakeholder trustworthiness and social capital. The study had five objectives, namely to; (1) analyse how a firm’s ability, benevolence, and integrity enables (or does not engender) the development of the firm’s trustworthiness amongst its stakeholders; (2) analyse how the firm’s engagement with a salient stakeholder enables (or does not engender) increased levels of trustworthiness in the firm by the stakeholders that are observing its interaction with a salient stakeholder; (3) analyse the benefits of social capital gained through increased levels of stakeholder trust; (4) identify good practice guidelines for firm engagement with salient stakeholders to ensure the correct cues are portrayed to observing stakeholders for the development of the trustworthiness of the firm; and (5) make recommendations related to management practices that will support the development of trust. The research adopted a qualitative approach and data were collected through semi-structured interviews with three groups of stakeholders that were present at the meeting. A review of the literature was undertaken to identify various propositions for the research and from which a theory-driven coding memo was developed. The derived propositions were as follows: (1) observing a firm’s engagement with a single salient stakeholder will provide cues to observing stakeholders about the trustworthiness of the firm, and (2) perceptions of a firm’s trustworthiness will result in increased social capital between the firm and its stakeholders. The first proposition was divided into three sub-propositions for the study which stated; (a) observing a firm’s engagement with a single salient stakeholder will provide cues to observing stakeholders about the ability of the firm; (b) observing a firm’s engagement with a single salient stakeholder will provide cues to observing stakeholders about the benevolence of the firm; and (c) observing a firm’s engagement with a single salient stakeholder will provide cues to observing stakeholders about the integrity of the firm. From the literature analysis, various themes were identified which include, observed interactions, ability, benevolence, integrity, trustworthiness, and increased social capital. The research findings confirmed the propositions as being relevant to the case study. The findings confirmed that ability, benevolence, and integrity are key attributes in portraying trustworthiness when interacting with a salient stakeholder. All three attributes were noted by the interviewees as being important to observing stakeholders in the development of trust in a firm, although ability and integrity were found to be the dominant attributes in this case study. The findings did present some evidence that an increased level of perceived trustworthiness in the firm did positively influence the levels of social capital, however, this was not a common theme among all the interviewees. In the light of these findings, it is recommended that firms utilize stakeholder models to identify salient stakeholders that are influential within the markets in which they operate. The firm should actively pursue a strong relationship with these stakeholders, and further attempt to generate opportunities to interact with these stakeholders in a public forum where stakeholder connectedness could be utilized to develop perceived trust in the wider group of stakeholders. The firm should focus on open, honest, and transparent communication which are key aspects for portraying the attributes of ability, benevolence, and integrity. The study addresses a gap in the trust literature at a stakeholder level and therefore has contributed to the trust literature by addressing how the connectedness between stakeholders can lead to trust in a wider group of stakeholders by increasing efficiency during these interactions and utilizing situational circumstances to build social capital. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2023
- Full Text:
A qualitative analysis of the formation and maintenance of the franchisee/franchisor relationship
- Authors: Rodgerson, Jeffrey David
- Date: 2021-10-29
- Subjects: Franchises (Retail trade) South Africa , RE/MAX (Firm) , Industrial management South Africa , Entrepreneurship South Africa , Prediction of occupational success South Africa , Success in business South Africa , Business ethics South Africa , International Franchise Association
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10962/190782 , vital:45027
- Description: A number of studies have examined the franchisee/franchisor relationship to investigate how to select the correct franchisee and, subsequently, how to maintain a productive franchisee/franchisor relationship. A literature review was therefore conducted on the selection process and the maintenance of the franchisee/ franchisor relationship. The literature suggests that a set of selection criteria to increase the chance of a successful franchisee/franchisor relationship has not been clearly identified. Therefore, this study’s first objectives are: 1) the selection criteria that are used by the franchisor in selecting franchisees. Specifically, how RE/MAX South Africa selects local franchisees; and 2) how the franchisor manages the relationship to ensure compliance by the franchisees who have been selected. For this study, the selection criteria identified by Nevin (1999) and Olm et al. (1988) will serve as the basis of the first part of the study. The four selection criteria categories that have been identified by Nevin (1999) include: financial capability; experience and management skill; demographic characteristics; and attitude towards business. The literature reveals that the viewpoint of the franchisee is often overlooked by researchers, and yet the need of the franchisee should be ascertained to increase the chance of a successful franchisee/franchisor relationship. The literature has indicated that if the franchisors can keep the franchisees satisfied, the opportunity of franchise success and gaining franchisee compliance is much greater. In other words, if a franchisor can attain the correct people and know exactly what they want out of a franchise relationship, this will provide the franchise with a greater chance of success. The third objective of this research is, therefore, to analyse – from the perspective of both franchisees and their franchisor - how the relationship between them is maintained, and ultimately how the franchisor gains compliance from the franchisees. The model of Trust and Compliance (Davies, Lassar, Manolis, Prince and Winsor, 2011), which sets out the relationship between satisfaction, conflict, trust and compliance, was used to examine the franchisee/franchisor relationship. The practices of RE/MAX South Africa served as a case study for this research. Interviews were conducted, with the CEO and five franchisees, to identify the criteria used to select franchisees and gain a holistic understanding of the process of maintaining the relationship. The interview questions were structured using the Davies et al (2011) Model of Trust and Compliance. The data analysis technique that was used to analyse the interviews was thematic analysis. The findings firstly revealed that due to the fluid and low barriers to entry within the real estate industry, RE/MAX as an organisation does not have a standardised set of selection criteria but that an in-house guideline, called the RE/MAX Formula, was vital to this selection process. Secondly, in maintaining the franchisee/franchisor relationship and referring to the four factors of the trust and compliance model (Davies et al., 2011), the following key findings were noted. Firstly, the relationship between satisfaction and trust was primarily based around reciprocation within the franchisee/franchisor relationship. Secondly, various sources of conflict were identified, and it was noted that if conflict was not dealt with adequately, there was a breakdown of trust within the relationship. Finally, the building of trust was based on transparency, accountability, goal congruency and credibility. Recommendations for franchise management and further research were made. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2021
- Full Text:
- Authors: Rodgerson, Jeffrey David
- Date: 2021-10-29
- Subjects: Franchises (Retail trade) South Africa , RE/MAX (Firm) , Industrial management South Africa , Entrepreneurship South Africa , Prediction of occupational success South Africa , Success in business South Africa , Business ethics South Africa , International Franchise Association
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10962/190782 , vital:45027
- Description: A number of studies have examined the franchisee/franchisor relationship to investigate how to select the correct franchisee and, subsequently, how to maintain a productive franchisee/franchisor relationship. A literature review was therefore conducted on the selection process and the maintenance of the franchisee/ franchisor relationship. The literature suggests that a set of selection criteria to increase the chance of a successful franchisee/franchisor relationship has not been clearly identified. Therefore, this study’s first objectives are: 1) the selection criteria that are used by the franchisor in selecting franchisees. Specifically, how RE/MAX South Africa selects local franchisees; and 2) how the franchisor manages the relationship to ensure compliance by the franchisees who have been selected. For this study, the selection criteria identified by Nevin (1999) and Olm et al. (1988) will serve as the basis of the first part of the study. The four selection criteria categories that have been identified by Nevin (1999) include: financial capability; experience and management skill; demographic characteristics; and attitude towards business. The literature reveals that the viewpoint of the franchisee is often overlooked by researchers, and yet the need of the franchisee should be ascertained to increase the chance of a successful franchisee/franchisor relationship. The literature has indicated that if the franchisors can keep the franchisees satisfied, the opportunity of franchise success and gaining franchisee compliance is much greater. In other words, if a franchisor can attain the correct people and know exactly what they want out of a franchise relationship, this will provide the franchise with a greater chance of success. The third objective of this research is, therefore, to analyse – from the perspective of both franchisees and their franchisor - how the relationship between them is maintained, and ultimately how the franchisor gains compliance from the franchisees. The model of Trust and Compliance (Davies, Lassar, Manolis, Prince and Winsor, 2011), which sets out the relationship between satisfaction, conflict, trust and compliance, was used to examine the franchisee/franchisor relationship. The practices of RE/MAX South Africa served as a case study for this research. Interviews were conducted, with the CEO and five franchisees, to identify the criteria used to select franchisees and gain a holistic understanding of the process of maintaining the relationship. The interview questions were structured using the Davies et al (2011) Model of Trust and Compliance. The data analysis technique that was used to analyse the interviews was thematic analysis. The findings firstly revealed that due to the fluid and low barriers to entry within the real estate industry, RE/MAX as an organisation does not have a standardised set of selection criteria but that an in-house guideline, called the RE/MAX Formula, was vital to this selection process. Secondly, in maintaining the franchisee/franchisor relationship and referring to the four factors of the trust and compliance model (Davies et al., 2011), the following key findings were noted. Firstly, the relationship between satisfaction and trust was primarily based around reciprocation within the franchisee/franchisor relationship. Secondly, various sources of conflict were identified, and it was noted that if conflict was not dealt with adequately, there was a breakdown of trust within the relationship. Finally, the building of trust was based on transparency, accountability, goal congruency and credibility. Recommendations for franchise management and further research were made. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2021
- Full Text:
An analysis of talent management practices of recently hired employees from the perspective of the psychological contract
- Authors: Bischoff, Olivia Edjegayhu
- Date: 2021-10-29
- Subjects: Gifted persons , Contracts Psychological aspects , Personnel management Psychological aspects , Breach of contract , Psychology, Industrial , Organizational behavior , Industrial relations , Employees Attitudes , Employee retention
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10962/191865 , vital:45173
- Description: This research took the form of an explanatory case study focused within a single organisation to evaluate talent management practices of recently hired employees from the perspective of the psychological contract. The theory underpinning this research is Resource-Based Theory (RBT) in the context of Talent Management. The research aims were: 1) to analyse how talent management practices have affected the psychological contract, 2) to analyse how employees have responded and intend to respond if there has been a breach in the contract and 3) to analyse how employees have responded or intend to respond where psychological contract expectations have been met. The key concepts identified include talent management and the psychological contract. The literature therefore expanded on talent management highlighting the importance of recruiting, attracting and retaining talent, especially in a global context where experience and skills are a source of competitive advantage. Following this, the concept of the psychological contract was used as a lens through which to analyse the experience of individuals, specifically focusing on new employees joining the organisation, to assess their socialisation and onboarding experience. The literature further explored the importance of focusing on new employees, as this is deemed by the literature as a critical time of transition in the shaping of the psychological contract. In further reviewing the literature regarding early onboarding, further review of the literature identified important components, including (1) socialisation and onboarding, (2) performance management and probation, (3) employee development and (4) work conditions. From reviewing the literature four propositions were deduced as follows: • Proposition 1: All integrative processes in early onboarding influence the initial psychological contract of the employee. Proposition 1 was further divided into three sub propositions as follows: Sub Proposition 1a) HR plays a key role in early onboarding, influencing the initial psychological contract; Sub Proposition 1b) Supervisor support plays a key role in early onboarding, influencing the initial psychological contract; and IV Sub Proposition 1c) The work team plays a key role in early onboarding, influencing the initial psychological contract. • Proposition 2 stated: Performance discussions influence the psychological contract. • Proposition 3: Employee development opportunities are a source of motivation in the fulfilment of the psychological contract. • Proposition 4: Employment conditions influence the fulfilment of the psychological contract. The research followed a qualitative approach, using deductive analysis to analyse the data collected from semi-structured interviews. The findings and discussion show that the propositions confirmed the literature and were relevant to the case study at hand. Where there was varying degree of experience regarding the effect of the influence or impact on the psychological contract this was noted and expanded on accordingly. The study also recognised the additional context that presented itself within the findings, namely the context of the COVID-19 pandemic. The research concludes in acknowledging the delimitations and limitations of the study while making suggestions for areas of future studies. To conclude, this research shows that the transition of a new employee in their early stages within the organisation is an opportunity to support in positively influencing and maintaining the psychological contract to support employee satisfaction and motivation. If organisations can also appreciate that the psychological contract is dynamic and can change over time based on changing circumstances or needs, then this can be proactively monitored to support long-term retention of talent. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2021
- Full Text:
- Authors: Bischoff, Olivia Edjegayhu
- Date: 2021-10-29
- Subjects: Gifted persons , Contracts Psychological aspects , Personnel management Psychological aspects , Breach of contract , Psychology, Industrial , Organizational behavior , Industrial relations , Employees Attitudes , Employee retention
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10962/191865 , vital:45173
- Description: This research took the form of an explanatory case study focused within a single organisation to evaluate talent management practices of recently hired employees from the perspective of the psychological contract. The theory underpinning this research is Resource-Based Theory (RBT) in the context of Talent Management. The research aims were: 1) to analyse how talent management practices have affected the psychological contract, 2) to analyse how employees have responded and intend to respond if there has been a breach in the contract and 3) to analyse how employees have responded or intend to respond where psychological contract expectations have been met. The key concepts identified include talent management and the psychological contract. The literature therefore expanded on talent management highlighting the importance of recruiting, attracting and retaining talent, especially in a global context where experience and skills are a source of competitive advantage. Following this, the concept of the psychological contract was used as a lens through which to analyse the experience of individuals, specifically focusing on new employees joining the organisation, to assess their socialisation and onboarding experience. The literature further explored the importance of focusing on new employees, as this is deemed by the literature as a critical time of transition in the shaping of the psychological contract. In further reviewing the literature regarding early onboarding, further review of the literature identified important components, including (1) socialisation and onboarding, (2) performance management and probation, (3) employee development and (4) work conditions. From reviewing the literature four propositions were deduced as follows: • Proposition 1: All integrative processes in early onboarding influence the initial psychological contract of the employee. Proposition 1 was further divided into three sub propositions as follows: Sub Proposition 1a) HR plays a key role in early onboarding, influencing the initial psychological contract; Sub Proposition 1b) Supervisor support plays a key role in early onboarding, influencing the initial psychological contract; and IV Sub Proposition 1c) The work team plays a key role in early onboarding, influencing the initial psychological contract. • Proposition 2 stated: Performance discussions influence the psychological contract. • Proposition 3: Employee development opportunities are a source of motivation in the fulfilment of the psychological contract. • Proposition 4: Employment conditions influence the fulfilment of the psychological contract. The research followed a qualitative approach, using deductive analysis to analyse the data collected from semi-structured interviews. The findings and discussion show that the propositions confirmed the literature and were relevant to the case study at hand. Where there was varying degree of experience regarding the effect of the influence or impact on the psychological contract this was noted and expanded on accordingly. The study also recognised the additional context that presented itself within the findings, namely the context of the COVID-19 pandemic. The research concludes in acknowledging the delimitations and limitations of the study while making suggestions for areas of future studies. To conclude, this research shows that the transition of a new employee in their early stages within the organisation is an opportunity to support in positively influencing and maintaining the psychological contract to support employee satisfaction and motivation. If organisations can also appreciate that the psychological contract is dynamic and can change over time based on changing circumstances or needs, then this can be proactively monitored to support long-term retention of talent. , Thesis (MBA) -- Faculty of Commerce, Rhodes Business School, 2021
- Full Text:
Creating digital materials for Antimicrobial Resistance One Health awareness and behaviour change for Rhodes University peer educators
- Authors: Patnala, Shraddha
- Date: 2021-10-29
- Subjects: Anti-infective agents South Africa , Drug resistance , Antibiotics , Drug resistance in microorganisms , Health education South Africa , Health risk communication South Africa , Digital media South Africa , Peer counseling South Africa , One Health (Initiative) , Social Behaviour Change Communication (SBCC) , Rhodes University
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10962/191001 , vital:45048
- Description: Antimicrobial resistance (AMR) is an urgent, global health problem that stems from the inappropriate use of and poor adherence to antibiotics that treat diseases in human beings. It is further exacerbated by the proliferation of antibiotics into the food chain, particularly from the overuse and misuse of antibiotics in agricultural, meat, and dairy production. The recently developed World Health Organisation (WHO) One Health (OH) approach encompasses and acknowledges the various interconnected pathways that drive AMR between the human, animal, and environmental spheres. Until recently, AMR health challenges have been viewed primarily through a biomedical lens, but this study draws on the more holistic perspective that the One Health approach offers. AMR from food sources (AMR-OH) is an underrepresented topic of research. Creating digital health communication for low-literate end-users on this topic using the One Health approach is an emerging field of research. AMR-OH has not been extensively covered in health communication campaigns and requires developing context-specific digital educational materials, such as the ones this study presents. This study draws on Social Behaviour Change Communication (SBCC) theory elements to create a suggested approach to disseminate AMR-OH information. This intervention was aimed at low-health-literate end-users to accomplish two objectives. First, create awareness and improve knowledge about AMR-OH via a video. Second, offer feasible, easily implementable behaviour change actions in the form of an infographic comprising four food safety steps (Clean, Separate, Cook, and Chill). The study was conducted in three phases. First, recruit participants and conduct a literature review to identify the effective SBCC elements of health communication intervention design. Second, conduct a needs assessment to gauge the volunteering participants’ familiarity with digital media and their current health literacy on AMR-OH. Third, conceptualise and design the two AMR-OH digital educational materials (a video and accompanying infographic). The materials were first evaluated by the researcher using the Clear Communication Index (CCI) test, and then shared with the participants via WhatsApp to be evaluated by them, using two end-user tests: the Patient Education Material Assessment Tool (PEMAT) and the Suitability Assessment of Materials (SAM) test. These two tests assessed the materials’ readability, understandability, and actionability. A post-evaluation, semi-structured interview (SSI) was then conducted with the participants. Deductive thematic analysis was conducted on the SSI data and analysed using the five design benchmarks as themes: Ease of Use of Technology, Clarity of Content, Appropriate Format, Target Audience Resonance (Appropriate for target audience), and Clear calls to Action (Actionable). The rapid onset of COVID-19 restrictions forced the project to scale down and shift entirely online. The study could be conducted due to the active and enthusiastic virtual participation of two Rhodes University Peer Educators (PEs) whose contribution was vital to developing and evaluating the materials. The needs assessment showed that the PEs were comfortable using WhatsApp, had reliable internet connection when on campus, and used this social media platform for professional and personal communication. This assessment also showed that they had prior knowledge of AMR but only from the human health perspective. The video and infographic scored high on the Clear Communication Index, 93.3% and 94.4%, respectively. The PEs’ evaluation of the materials was also high on the PEMAT and SAM assessments: video narration (100%, 80% respectively), video (100%, 99% respectively), and infographic (86%, 90% respectively). This study produced an easy-to-use, accessible and appropriate online repository of AMR-OH information in a novel format with actionable steps. The post-evaluation SSI revealed that the materials and the channel of delivery were welcomed. The PEs expressed their confidence in receiving, using, and sharing this novel presentation of evidence and solutions-based information about AMR-OH. They further highlighted that this is the first time they have received and evaluated context-specific digital multimedia about AMR-OH and that this information equipped them to adopt the food safety behaviours – namely, the four food safety steps. This study demonstrates that the theory-informed creation of engaging digital media for AMR-OH is feasible and viable. Furthermore, it affirms that engaging digital media for AMR-OH can be created to enhance the knowledge of end-users about this health issue. The scaled-down approach created a blueprint to implement a more extensive intervention in the future, informed by this intervention’s methods and tools. Lastly, this blueprint for a particular conceptualisation of an AMR-OH digital media intervention provides effective and empowering tools with which the PEs can disseminate this information to the university's support staff. , Thesis (MA) -- Faculty of Humanities, School of Journalism and Media Studies, 2021
- Full Text:
- Authors: Patnala, Shraddha
- Date: 2021-10-29
- Subjects: Anti-infective agents South Africa , Drug resistance , Antibiotics , Drug resistance in microorganisms , Health education South Africa , Health risk communication South Africa , Digital media South Africa , Peer counseling South Africa , One Health (Initiative) , Social Behaviour Change Communication (SBCC) , Rhodes University
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10962/191001 , vital:45048
- Description: Antimicrobial resistance (AMR) is an urgent, global health problem that stems from the inappropriate use of and poor adherence to antibiotics that treat diseases in human beings. It is further exacerbated by the proliferation of antibiotics into the food chain, particularly from the overuse and misuse of antibiotics in agricultural, meat, and dairy production. The recently developed World Health Organisation (WHO) One Health (OH) approach encompasses and acknowledges the various interconnected pathways that drive AMR between the human, animal, and environmental spheres. Until recently, AMR health challenges have been viewed primarily through a biomedical lens, but this study draws on the more holistic perspective that the One Health approach offers. AMR from food sources (AMR-OH) is an underrepresented topic of research. Creating digital health communication for low-literate end-users on this topic using the One Health approach is an emerging field of research. AMR-OH has not been extensively covered in health communication campaigns and requires developing context-specific digital educational materials, such as the ones this study presents. This study draws on Social Behaviour Change Communication (SBCC) theory elements to create a suggested approach to disseminate AMR-OH information. This intervention was aimed at low-health-literate end-users to accomplish two objectives. First, create awareness and improve knowledge about AMR-OH via a video. Second, offer feasible, easily implementable behaviour change actions in the form of an infographic comprising four food safety steps (Clean, Separate, Cook, and Chill). The study was conducted in three phases. First, recruit participants and conduct a literature review to identify the effective SBCC elements of health communication intervention design. Second, conduct a needs assessment to gauge the volunteering participants’ familiarity with digital media and their current health literacy on AMR-OH. Third, conceptualise and design the two AMR-OH digital educational materials (a video and accompanying infographic). The materials were first evaluated by the researcher using the Clear Communication Index (CCI) test, and then shared with the participants via WhatsApp to be evaluated by them, using two end-user tests: the Patient Education Material Assessment Tool (PEMAT) and the Suitability Assessment of Materials (SAM) test. These two tests assessed the materials’ readability, understandability, and actionability. A post-evaluation, semi-structured interview (SSI) was then conducted with the participants. Deductive thematic analysis was conducted on the SSI data and analysed using the five design benchmarks as themes: Ease of Use of Technology, Clarity of Content, Appropriate Format, Target Audience Resonance (Appropriate for target audience), and Clear calls to Action (Actionable). The rapid onset of COVID-19 restrictions forced the project to scale down and shift entirely online. The study could be conducted due to the active and enthusiastic virtual participation of two Rhodes University Peer Educators (PEs) whose contribution was vital to developing and evaluating the materials. The needs assessment showed that the PEs were comfortable using WhatsApp, had reliable internet connection when on campus, and used this social media platform for professional and personal communication. This assessment also showed that they had prior knowledge of AMR but only from the human health perspective. The video and infographic scored high on the Clear Communication Index, 93.3% and 94.4%, respectively. The PEs’ evaluation of the materials was also high on the PEMAT and SAM assessments: video narration (100%, 80% respectively), video (100%, 99% respectively), and infographic (86%, 90% respectively). This study produced an easy-to-use, accessible and appropriate online repository of AMR-OH information in a novel format with actionable steps. The post-evaluation SSI revealed that the materials and the channel of delivery were welcomed. The PEs expressed their confidence in receiving, using, and sharing this novel presentation of evidence and solutions-based information about AMR-OH. They further highlighted that this is the first time they have received and evaluated context-specific digital multimedia about AMR-OH and that this information equipped them to adopt the food safety behaviours – namely, the four food safety steps. This study demonstrates that the theory-informed creation of engaging digital media for AMR-OH is feasible and viable. Furthermore, it affirms that engaging digital media for AMR-OH can be created to enhance the knowledge of end-users about this health issue. The scaled-down approach created a blueprint to implement a more extensive intervention in the future, informed by this intervention’s methods and tools. Lastly, this blueprint for a particular conceptualisation of an AMR-OH digital media intervention provides effective and empowering tools with which the PEs can disseminate this information to the university's support staff. , Thesis (MA) -- Faculty of Humanities, School of Journalism and Media Studies, 2021
- Full Text:
An analysis of how leadership has shaped the culture of customer centricity in the branch of a bank
- Authors: Mali, Mandisa
- Date: 2020
- Subjects: Banks and banking -- Customer services , Banks and banking -- Customer services -- South Africa -- Case studies , Customer relations -- Management , Customer relations -- Management -- South Africa -- Case studies , Relationship banking -- South Africa -- Case studies , Bank management -- South Africa -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/171852 , vital:42132
- Description: Financial institutions are faced with increasing competition as there has been an increase in new entrants in the industry, therefore a battle of market share in banking is in progress. Digitization is fast changing how customers perceive value, customers have become spoilt for choice and thus banks have to implement strategies that will help them to increase their market share by keeping the customers they currently have and strategies that help them to acquire more customers. A strategy on its own will not support organizational goals, if it is not adopted by the executers – the employees on the ground. It is important for leaders to support the strategic goals of an organization by ensuring that the goals become a culture, a way of doing things in that organization. This study is an analysis of how leadership shaped a culture of customer centricity in the branch of a bank. The objectives of the study were to: (1) To describe the culture of customer centricity that was cultivated by the branch manager; (2) To analyse what the leader pays attention to, measures and controls on a regular basis, in support of a culture of customer centricity; (3) To analyse how the leader conducts deliberate role modelling, teaching and coaching in support of a culture of customer centricity; (4) To analyse whether - and if so how - the quality of the dyadic relations between the leader and her followers enables or disables the effect of cultural mechanisms on the culture of customer centricity; and (5) To analyse how the leader built high quality relations with her followers The study took the form of a case study of a branch of a bank, where nine universal bankers and their former leader were interviewed. The data were then analysed using a deductive thematic analysis. The findings met all objectives of the study and the findings supported the propositions. The findings also discovered that reward and recognition contributed to the shaping of a culture of customer centricity. In conclusion the limitations and delimitations of the study are acknowledged, and recommendations are made. The study contributes towards the Social Exchange Theory (SET) and demonstrates how high-quality leader member exchange (LMX) relations can be developed. Several recommendations are made for further studies on factors shaping a culture of customer centricity, and implications for management are considered.
- Full Text:
- Authors: Mali, Mandisa
- Date: 2020
- Subjects: Banks and banking -- Customer services , Banks and banking -- Customer services -- South Africa -- Case studies , Customer relations -- Management , Customer relations -- Management -- South Africa -- Case studies , Relationship banking -- South Africa -- Case studies , Bank management -- South Africa -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/171852 , vital:42132
- Description: Financial institutions are faced with increasing competition as there has been an increase in new entrants in the industry, therefore a battle of market share in banking is in progress. Digitization is fast changing how customers perceive value, customers have become spoilt for choice and thus banks have to implement strategies that will help them to increase their market share by keeping the customers they currently have and strategies that help them to acquire more customers. A strategy on its own will not support organizational goals, if it is not adopted by the executers – the employees on the ground. It is important for leaders to support the strategic goals of an organization by ensuring that the goals become a culture, a way of doing things in that organization. This study is an analysis of how leadership shaped a culture of customer centricity in the branch of a bank. The objectives of the study were to: (1) To describe the culture of customer centricity that was cultivated by the branch manager; (2) To analyse what the leader pays attention to, measures and controls on a regular basis, in support of a culture of customer centricity; (3) To analyse how the leader conducts deliberate role modelling, teaching and coaching in support of a culture of customer centricity; (4) To analyse whether - and if so how - the quality of the dyadic relations between the leader and her followers enables or disables the effect of cultural mechanisms on the culture of customer centricity; and (5) To analyse how the leader built high quality relations with her followers The study took the form of a case study of a branch of a bank, where nine universal bankers and their former leader were interviewed. The data were then analysed using a deductive thematic analysis. The findings met all objectives of the study and the findings supported the propositions. The findings also discovered that reward and recognition contributed to the shaping of a culture of customer centricity. In conclusion the limitations and delimitations of the study are acknowledged, and recommendations are made. The study contributes towards the Social Exchange Theory (SET) and demonstrates how high-quality leader member exchange (LMX) relations can be developed. Several recommendations are made for further studies on factors shaping a culture of customer centricity, and implications for management are considered.
- Full Text:
An exploration of organizational expectations of different generations of employees during change
- Authors: Kawana, Susan Mulemwa
- Date: 2020
- Subjects: Organizational change -- Psychological aspects , Organizational behavior -- Namibia -- Case studies , Employees -- Psychology -- Namibia , Organizational change -- Namibia -- Case studies , Intergenerational relations -- Namibia , Namibia. Inland Revenue Directorate , Namibia. Customs and Excise
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/142398 , vital:38076
- Description: The aim of this study is to investigate the organizational expectations of different generations of employees at the Ministry of Finance’s Inland Revenue and Customs and Excise Departments of the Republic of Namibia, which are undergoing organizational change processes. The different generations that were included in this study are Baby Boomers, Generation X, and Generation Y. The study explores the different expectations that the generations have in relation to the changes, in terms of leadership style and communication preferences. This study followed a qualitative approach. Quota sampling was used to select twelve participants for the study. The case study was carried out within a postpositivism paradigm. Data was collected by administering semi-structured, face-to-face interviews. The findings of the study indicate that there are generational differences in respect of preferred leadership styles and communication methods during organizational change. Baby Boomers and Generation X preferred a relationshiporiented leadership style, while generation Y preferred a visionary leadership style. Task-oriented leadership style was not the preferred style of any generation. Rather, in the midst of change, it seems there is a preference for relational leadership across all the Generations. In respect of communication, Baby Boomers preferred face-toface methods, Generation X preferred face-to-face and e-mail methods as sources of change communication, while Generation Y preferred a combination of communication methods. In the midst of change, it seems there is a common preference for face-to-face communication across all the Generations. Furthermore, employees generally did not feel ready for the changes. In the light of these findings, recommendations were made to guide change initiatives amongst employees of various generations. The limitations of the study were its sample size and focus on the public sector. For future research, a larger sample could be selected from all regional offices. Similar research can also be done in the private sector. The findings of the study provide an understanding of the experiences and expectations of different generations of employees during organizational change, and contribute to the body of knowledge on generational differences, readiness for change and the management of different generations as different stakeholders.
- Full Text:
- Authors: Kawana, Susan Mulemwa
- Date: 2020
- Subjects: Organizational change -- Psychological aspects , Organizational behavior -- Namibia -- Case studies , Employees -- Psychology -- Namibia , Organizational change -- Namibia -- Case studies , Intergenerational relations -- Namibia , Namibia. Inland Revenue Directorate , Namibia. Customs and Excise
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/142398 , vital:38076
- Description: The aim of this study is to investigate the organizational expectations of different generations of employees at the Ministry of Finance’s Inland Revenue and Customs and Excise Departments of the Republic of Namibia, which are undergoing organizational change processes. The different generations that were included in this study are Baby Boomers, Generation X, and Generation Y. The study explores the different expectations that the generations have in relation to the changes, in terms of leadership style and communication preferences. This study followed a qualitative approach. Quota sampling was used to select twelve participants for the study. The case study was carried out within a postpositivism paradigm. Data was collected by administering semi-structured, face-to-face interviews. The findings of the study indicate that there are generational differences in respect of preferred leadership styles and communication methods during organizational change. Baby Boomers and Generation X preferred a relationshiporiented leadership style, while generation Y preferred a visionary leadership style. Task-oriented leadership style was not the preferred style of any generation. Rather, in the midst of change, it seems there is a preference for relational leadership across all the Generations. In respect of communication, Baby Boomers preferred face-toface methods, Generation X preferred face-to-face and e-mail methods as sources of change communication, while Generation Y preferred a combination of communication methods. In the midst of change, it seems there is a common preference for face-to-face communication across all the Generations. Furthermore, employees generally did not feel ready for the changes. In the light of these findings, recommendations were made to guide change initiatives amongst employees of various generations. The limitations of the study were its sample size and focus on the public sector. For future research, a larger sample could be selected from all regional offices. Similar research can also be done in the private sector. The findings of the study provide an understanding of the experiences and expectations of different generations of employees during organizational change, and contribute to the body of knowledge on generational differences, readiness for change and the management of different generations as different stakeholders.
- Full Text:
A case study of role conflict experienced by change champions during organisational change
- Nakani-Mapoma, Xoliswa Faith
- Authors: Nakani-Mapoma, Xoliswa Faith
- Date: 2019
- Subjects: Organization change , Organization change -- Management , Role conflict , Organizational behavior -- Case studies , Corporate culture -- Case studies
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/96848 , vital:31337
- Description: A change champion has been defined as a person from any level of the organisation who is skilled at initiating, facilitating and implementing change, and who can effectively champion organisational changes. From a review of the literature, it was anticipated that change champions may experience role conflict, due to the multiple roles that they needed to fulfil simultaneously. Informed by organisational role theory, this research investigated the change management programme of a specific public entity as a case study, and analysed the nature of the role conflict that change champions experienced during a specific organisational change. Semi-structured interviews were conducted with four change champions, the change coordinator and the Executive Director Corporate Services. The organisational documents that relate to change management were also consulted with a view to providing background information and an overview of the change management programme. A deductive thematic analysis approach was used to analyse the data. A coding framework was developed prior to the collection of data, and was used for the identification of theoretical codes and themes in the data. The following codes were developed and explored as types of role conflict: role ambiguity, person role conflict, role strain, role overload and role incompatibility. In terms of the findings, this study confirmed that change champions did experience role conflict during organisational change, mainly due to various expectations that come from different role senders. In the light of these findings, it was recommended that senior managers could reduce the incidents of role conflict by training change champions, introducing an orientation programme for new change champions, consider their personal values when appointing them, and allocating sufficient time for change champions to fulfil this additional role. This study has contributed to the body of knowledge by drawing on role theory and applying it to change management, in order to provide insight on the role of change champions during the organisational change, and in particular the role conflict that they experienced.
- Full Text:
- Authors: Nakani-Mapoma, Xoliswa Faith
- Date: 2019
- Subjects: Organization change , Organization change -- Management , Role conflict , Organizational behavior -- Case studies , Corporate culture -- Case studies
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/96848 , vital:31337
- Description: A change champion has been defined as a person from any level of the organisation who is skilled at initiating, facilitating and implementing change, and who can effectively champion organisational changes. From a review of the literature, it was anticipated that change champions may experience role conflict, due to the multiple roles that they needed to fulfil simultaneously. Informed by organisational role theory, this research investigated the change management programme of a specific public entity as a case study, and analysed the nature of the role conflict that change champions experienced during a specific organisational change. Semi-structured interviews were conducted with four change champions, the change coordinator and the Executive Director Corporate Services. The organisational documents that relate to change management were also consulted with a view to providing background information and an overview of the change management programme. A deductive thematic analysis approach was used to analyse the data. A coding framework was developed prior to the collection of data, and was used for the identification of theoretical codes and themes in the data. The following codes were developed and explored as types of role conflict: role ambiguity, person role conflict, role strain, role overload and role incompatibility. In terms of the findings, this study confirmed that change champions did experience role conflict during organisational change, mainly due to various expectations that come from different role senders. In the light of these findings, it was recommended that senior managers could reduce the incidents of role conflict by training change champions, introducing an orientation programme for new change champions, consider their personal values when appointing them, and allocating sufficient time for change champions to fulfil this additional role. This study has contributed to the body of knowledge by drawing on role theory and applying it to change management, in order to provide insight on the role of change champions during the organisational change, and in particular the role conflict that they experienced.
- Full Text:
A corporate social responsibility (CSR) analysis of the transformation of the mobile telephone industry of South Africa
- Authors: Nyamande, Godfrey
- Date: 2019
- Subjects: Social responsibility of business -- South Africa , Cell phone systems -- Moral and ethical aspects -- South Africa , Mobile communication systems -- Moral and ethicsl aspects -- South Africa , Telecommunication -- Moral and ethicsl aspects -- South Africa
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/93887 , vital:30967
- Description: Corporate Social Responsibility (CSR) requires companies to fulfil certain responsibilities in society that are outside of the core operational activities of the company. The socio-economic dynamics of the region or country that the company operates from, as well as the pressures those stakeholders tend to apply, have a bearing on the direction that the CSR development takes. Mirvis and Googins (2006) described the CSR developmental path followed by international companies. Before that Carroll (1991) had suggested a developmental pyramid that suggested that philanthropy represented the highest level of CSR development. This pyramid was later revised by Visser (2005) in order to suit the African environment. In South Africa CSR development is mainly driven by legislation through the BEE Act of 2003. This has resulted in the birth of industry charters that guide the development of CSR in different industries. To fulfil the requirements of the charter and score vital B-BBEE points, companies have to engage with both internal and external stakeholders, holistically. One such industry is the telecommunications industry, which formed the basis for this research, with special emphasis on the mobile telecommunications industry. The research set out to explore how the industry charter and company practices compared with the existing literature on CSR. The aim of this research was therefore to analyse the existing CSR practices in the mobile telecommunication industry in South Africa, where the B-BBEE Act plays a pivotal role in influencing practice. Using publically available documents, this research conducted an analysis of the B-BBEE components in the telecommunications charter as the catalyst to development of CSR in the South African mobile telecommunications industry, with the three dominant companies, - MTN, Vodacom and Cell C – being utilised as case studies. Key research findings were that transformation is still low in terms of equitable gender and racial representation at the top management level. The industry charter attempts to address these and other social challenges and economic problems. However, it does not address ecological issues that may emanate from the industry operations. Therefore, a CSR assessment framework that addresses all stakeholders for sustainable economic development is proposed.
- Full Text:
- Authors: Nyamande, Godfrey
- Date: 2019
- Subjects: Social responsibility of business -- South Africa , Cell phone systems -- Moral and ethical aspects -- South Africa , Mobile communication systems -- Moral and ethicsl aspects -- South Africa , Telecommunication -- Moral and ethicsl aspects -- South Africa
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/93887 , vital:30967
- Description: Corporate Social Responsibility (CSR) requires companies to fulfil certain responsibilities in society that are outside of the core operational activities of the company. The socio-economic dynamics of the region or country that the company operates from, as well as the pressures those stakeholders tend to apply, have a bearing on the direction that the CSR development takes. Mirvis and Googins (2006) described the CSR developmental path followed by international companies. Before that Carroll (1991) had suggested a developmental pyramid that suggested that philanthropy represented the highest level of CSR development. This pyramid was later revised by Visser (2005) in order to suit the African environment. In South Africa CSR development is mainly driven by legislation through the BEE Act of 2003. This has resulted in the birth of industry charters that guide the development of CSR in different industries. To fulfil the requirements of the charter and score vital B-BBEE points, companies have to engage with both internal and external stakeholders, holistically. One such industry is the telecommunications industry, which formed the basis for this research, with special emphasis on the mobile telecommunications industry. The research set out to explore how the industry charter and company practices compared with the existing literature on CSR. The aim of this research was therefore to analyse the existing CSR practices in the mobile telecommunication industry in South Africa, where the B-BBEE Act plays a pivotal role in influencing practice. Using publically available documents, this research conducted an analysis of the B-BBEE components in the telecommunications charter as the catalyst to development of CSR in the South African mobile telecommunications industry, with the three dominant companies, - MTN, Vodacom and Cell C – being utilised as case studies. Key research findings were that transformation is still low in terms of equitable gender and racial representation at the top management level. The industry charter attempts to address these and other social challenges and economic problems. However, it does not address ecological issues that may emanate from the industry operations. Therefore, a CSR assessment framework that addresses all stakeholders for sustainable economic development is proposed.
- Full Text:
Collaborative health literacy development: a World Health Organization workplace health promotion approach to address tobacco use
- Authors: Duxbury, Theodore Orlando
- Date: 2019
- Subjects: Tobacco use -- Health aspects , Smoking -- Health aspects , Employee health promotion , Employee health promotion -- Computer programs , Rhodes University -- Employees -- Tobacco use
- Language: English
- Type: text , Thesis , Masters , MPharm
- Identifier: http://hdl.handle.net/10962/104116 , vital:29930
- Description: Background: Non-Communicable Diseases (NCDs) are a major global public health threat and tobacco use in particular is the leading cause of preventable illness and mortality globally. Furthermore, vulnerable and socially disadvantaged people get sicker and die sooner, especially because they are at higher risk of being exposed to harmful products such as tobacco and have limited access to health services. Tobacco use also has a major impact on the workplace, adversely affecting work productivity and increasing absenteeism. Both the living and work environments, therefore, play an important role in contributing towards the NCD epidemic. Demographics, culture, behaviour change reluctance and health literacy are all factors which exacerbate tobacco prevalence in South Africa. Workplace health promotion, however, is not well established in many workplaces. This study aimed to develop, implement and evaluate the effectiveness of a culturallysensitive and contextually-appropriate collaborative workplace health promotion literacy programme on tobacco use, utilizing tailored health information leaflets and the Rhodes University peer educators support staff, guided by the World Health Organization Workplace Health Promotion Framework. Method: The research was conducted using a participatory action research approach, which involved four phases: Firstly, the Exploratory phase assessed tobacco-related health promotion policies and practices at Rhodes University; and established facilitating and constraining factors related to tobacco use. Secondly, the Educational health promotion phase involved designing and testing a health promotion educational intervention to address tobacco use related challenges, which took the form of culturally sensitive and appropriate health information leaflets to be used as an educational intervention Thirdly, in the Implementation phase health promotion training workshops were conducted with volunteering Rhodes University Peer Educators. Finally, an Evaluation phase involved evaluating the tobacco health promotion programme presented to the Rhodes University Peer Educators through a focus group discussion; and evaluating Peer Educator recall on the tobacco related health information discussed during the training workshops through a post-post intervention questionnaire. Eight semi-structured interviews (SSIs) and seven focus group discussions (FGDs) were conducted with support staff, peer educators and key stakeholders to establish the need for a comprehensive workplace health promotion initiative, and to identify the facilitating and constraining factors to conducting such an initiative on tobacco use at the University. Three health information leaflets (HILs) were developed collaboratively with the Peer Educators following a series of scientific, end-user testing approaches. The HILs were tested for readability, comprehension, actionability and suitability. A four-day health promotion training programme was conducted to improve user friendliness, memory retention and recall of the HILs by the peer educators and to improve tobacco related health literacy aspects. The participants’ memory recall was evaluated using a pre- and post-, and post-post-intervention questionnaire to evaluate knowledge transfer. The study participants were also equipped with the completed HILs to distribute to their peers and to use as reference sources of information when needed in future. Results: The peer educators and institutional management supported the need for a tobacco workplace health promotion intervention. The intervention and evaluation phase of this study proved that health information material developed was readable, actionable, suitable, userfriendly, culturally sensitive and contextually appropriate. The workshops resulted in a significant increase in the participants’ tobacco related health knowledge. Through the adoption of a collaborative approach to the research, the participants felt empowered and ready to be agents of change amongst their peers in the workplace. Recommendations: The collective use of external expert reviewers, end-user testing techniques and validated computer programmes are recommended to improve the validity of health promotion research outcomes. A longitudinal study that focus on behaviour change, specifically, with health evaluation and monitoring aspects could be conducted as the next step to this study.
- Full Text:
- Authors: Duxbury, Theodore Orlando
- Date: 2019
- Subjects: Tobacco use -- Health aspects , Smoking -- Health aspects , Employee health promotion , Employee health promotion -- Computer programs , Rhodes University -- Employees -- Tobacco use
- Language: English
- Type: text , Thesis , Masters , MPharm
- Identifier: http://hdl.handle.net/10962/104116 , vital:29930
- Description: Background: Non-Communicable Diseases (NCDs) are a major global public health threat and tobacco use in particular is the leading cause of preventable illness and mortality globally. Furthermore, vulnerable and socially disadvantaged people get sicker and die sooner, especially because they are at higher risk of being exposed to harmful products such as tobacco and have limited access to health services. Tobacco use also has a major impact on the workplace, adversely affecting work productivity and increasing absenteeism. Both the living and work environments, therefore, play an important role in contributing towards the NCD epidemic. Demographics, culture, behaviour change reluctance and health literacy are all factors which exacerbate tobacco prevalence in South Africa. Workplace health promotion, however, is not well established in many workplaces. This study aimed to develop, implement and evaluate the effectiveness of a culturallysensitive and contextually-appropriate collaborative workplace health promotion literacy programme on tobacco use, utilizing tailored health information leaflets and the Rhodes University peer educators support staff, guided by the World Health Organization Workplace Health Promotion Framework. Method: The research was conducted using a participatory action research approach, which involved four phases: Firstly, the Exploratory phase assessed tobacco-related health promotion policies and practices at Rhodes University; and established facilitating and constraining factors related to tobacco use. Secondly, the Educational health promotion phase involved designing and testing a health promotion educational intervention to address tobacco use related challenges, which took the form of culturally sensitive and appropriate health information leaflets to be used as an educational intervention Thirdly, in the Implementation phase health promotion training workshops were conducted with volunteering Rhodes University Peer Educators. Finally, an Evaluation phase involved evaluating the tobacco health promotion programme presented to the Rhodes University Peer Educators through a focus group discussion; and evaluating Peer Educator recall on the tobacco related health information discussed during the training workshops through a post-post intervention questionnaire. Eight semi-structured interviews (SSIs) and seven focus group discussions (FGDs) were conducted with support staff, peer educators and key stakeholders to establish the need for a comprehensive workplace health promotion initiative, and to identify the facilitating and constraining factors to conducting such an initiative on tobacco use at the University. Three health information leaflets (HILs) were developed collaboratively with the Peer Educators following a series of scientific, end-user testing approaches. The HILs were tested for readability, comprehension, actionability and suitability. A four-day health promotion training programme was conducted to improve user friendliness, memory retention and recall of the HILs by the peer educators and to improve tobacco related health literacy aspects. The participants’ memory recall was evaluated using a pre- and post-, and post-post-intervention questionnaire to evaluate knowledge transfer. The study participants were also equipped with the completed HILs to distribute to their peers and to use as reference sources of information when needed in future. Results: The peer educators and institutional management supported the need for a tobacco workplace health promotion intervention. The intervention and evaluation phase of this study proved that health information material developed was readable, actionable, suitable, userfriendly, culturally sensitive and contextually appropriate. The workshops resulted in a significant increase in the participants’ tobacco related health knowledge. Through the adoption of a collaborative approach to the research, the participants felt empowered and ready to be agents of change amongst their peers in the workplace. Recommendations: The collective use of external expert reviewers, end-user testing techniques and validated computer programmes are recommended to improve the validity of health promotion research outcomes. A longitudinal study that focus on behaviour change, specifically, with health evaluation and monitoring aspects could be conducted as the next step to this study.
- Full Text:
The role of leadership in shaping school culture in a secondary school
- Authors: Kofi, Linda
- Date: 2019
- Subjects: Educational leadership , Educational leadership -- South Africa -- Eastern Cape -- Case studies , Corporate culture
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/92247 , vital:30698
- Description: SDG 4 calls for an “inclusive, quality and equitable education and lifelong opportunities for all”. The purpose of the study is to investigate how leadership has shaped the school culture, which culminates to higher academic performance in a secondary school. This case study is done in a previously disadvantaged secondary school within the Buffalo City Metro Education District, in the Eastern Cape. Despite the socio-economic challenges faced by the school, the NSC examination pass rate results for the school are constantly above the Provincial NSC pass rate results. Consequently, the aim of the study is to determine the unique characteristics of the school culture that have contributed to high academic performance, and how the school leadership has cultivated this culture. The study reviews school culture using Schein’s organizational culture model. Moreover, it reviews school principalship, leadership and how leadership shapes school culture. Lastly, the study reviews literature on instructional, transformational and distributed leadership theories, as they resonate well with South African school environment. The study utilizes a qualitative research method in its investigation, gathering data through document analysis and interviews. After the data was collected, the pattern matching method was utilized to analyse the findings. The key characteristics of school culture that contributed to the school performing well academically, are the values of disciplined hard work and academic excellence. Furthermore, findings proved that characteristics of instructional leadership such as the provision of professional development and the management of curriculum and instruction have the shape the school culture. Transformational leadership characteristics such as individualized consideration, inspirational motivation and intellectual stimulation, have also shaped the school culture; as have characteristics of distributed leadership such as sharing authority and accountability. The study discusses the findings and then concludes by recognizing the research limitations such as the time constraints and purposeful exclusion of certain school members, for example learners. In its conclusion the study presents it contributions to the body of knowledge and provides recommendations for practitioners and future studies.
- Full Text:
- Authors: Kofi, Linda
- Date: 2019
- Subjects: Educational leadership , Educational leadership -- South Africa -- Eastern Cape -- Case studies , Corporate culture
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/92247 , vital:30698
- Description: SDG 4 calls for an “inclusive, quality and equitable education and lifelong opportunities for all”. The purpose of the study is to investigate how leadership has shaped the school culture, which culminates to higher academic performance in a secondary school. This case study is done in a previously disadvantaged secondary school within the Buffalo City Metro Education District, in the Eastern Cape. Despite the socio-economic challenges faced by the school, the NSC examination pass rate results for the school are constantly above the Provincial NSC pass rate results. Consequently, the aim of the study is to determine the unique characteristics of the school culture that have contributed to high academic performance, and how the school leadership has cultivated this culture. The study reviews school culture using Schein’s organizational culture model. Moreover, it reviews school principalship, leadership and how leadership shapes school culture. Lastly, the study reviews literature on instructional, transformational and distributed leadership theories, as they resonate well with South African school environment. The study utilizes a qualitative research method in its investigation, gathering data through document analysis and interviews. After the data was collected, the pattern matching method was utilized to analyse the findings. The key characteristics of school culture that contributed to the school performing well academically, are the values of disciplined hard work and academic excellence. Furthermore, findings proved that characteristics of instructional leadership such as the provision of professional development and the management of curriculum and instruction have the shape the school culture. Transformational leadership characteristics such as individualized consideration, inspirational motivation and intellectual stimulation, have also shaped the school culture; as have characteristics of distributed leadership such as sharing authority and accountability. The study discusses the findings and then concludes by recognizing the research limitations such as the time constraints and purposeful exclusion of certain school members, for example learners. In its conclusion the study presents it contributions to the body of knowledge and provides recommendations for practitioners and future studies.
- Full Text:
Workplace health promotion at Rhodes University: harmful use of alcohol
- Authors: Marara, Praise
- Date: 2019
- Subjects: Chronic diseases -- South Africa , Health education -- South Africa , Drinking of alcoholic beverages -- Health aspects -- South Africa , Employees -- Alcohol use -- South Africa , Employee health promotion -- South Africa , Rhodes University -- Employees -- Health and hygiene
- Language: English
- Type: text , Thesis , Masters , MPharm
- Identifier: http://hdl.handle.net/10962/67444 , vital:29088
- Description: Background: Non-communicable diseases (NCDs) are responsible for 38 million deaths annually, which translates to 68% of global deaths every year. Incidence and prevalence of NCDs are increasing rapidly and the poor bear a disproportionate burden. The increase in NCDs has been primarily due to a proliferation of modifiable risk factors, such as unhealthy diet, physical inactivity, tobacco use, and excessive alcohol consumption. Substance abuse, mainly of alcohol, is a common cause of health problems in almost all countries across the globe. Alcohol abuse is a major contributor to the global burden of diseases and accounts for 3.3 million deaths, approximately 5.9% of all global deaths, annually. Alcohol misuse is the fifth leading risk factor for premature death and disability and is the top risk factor among people between 15 and 49 years of age. The rise of harmful use of alcohol in South Africa contributes to the disease burden faced by the country, with alcohol-related disorders making up 44.6% of all alcohol-attributable disabilities. Strategies to reduce harmful use of alcohol include national policies and educational interventions including health promotion. Health promotion is a common practice in the prevention of NCDs, but workplace health promotion has not yet been well established in many workplaces. Identification of past workplace initiatives and exploring their facilitating and limiting factors is thus important to consider when planning future initiatives. Raising awareness on harmful use of alcohol through workplace health promotion projects can help to prevent and reduce alcohol-related problems. For these health promotion activities to succeed, they need to be developed with consideration of factors such as the environment, culture, and socio-economic standing of the intended target population. Method: This study, conducted at Rhodes University, followed a mixed methods research approach and consisted of two phases. The first phase of the current study was a needs assessment and involved working with the key stakeholders. Using the Community Based Participatory Research approach and the Centres for Disease Control and prevention workplace health model to guide the research, five semi-structured interviews were conducted with key stakeholders to identify factors affecting workplace health promotion, and their opinions on how to improve these initiatives were sought. The participants were asked to identify areas on which the intended intervention should focus, as well as to identify their preferred means of communicating health messages. During this phase, a group of peer educators who volunteered their involvement in the health promotion project focusing on harmful use of alcohol was also identified. The second phase of this project aimed to address concerns raised in the first phase through a health promotion initiative for support staff that focuses on the prevention of NCDs diseases through reducing alcohol related harm. During the educational health promotion phase of the study, three health information leaflets based on harmful use of alcohol were designed. These leaflets went through a series of evaluations by the researchers’ peers, support staff during a pilot study, peer educators and other health professionals to assess content validity, context specificity, and cultural appropriateness for the target group. The health information leaflets were then used as written materials in the educational intervention of the project and were also used to design a poster. Through participatory involvement, a facilitator’s manual on harmful use of alcohol was developed, which was used during the workshops in the implementation phase of the research. The facilitator’s manual was modified based on provided feedback on improving the content of the facilitator’s manual. The readability of the manual was also performed to make it suitable for the end users. The peer educators were also trained through workshops to enable them to promote and raise awareness on harmful use of alcohol to others in the workplace. Workshops were participatory in nature and were also equipped with the completed health information leaflets to distribute to their peers and to use as reference sources of information when needed. Results: Participants in the semi-structured interviews reported that some health promotion initiatives have previously been attempted and advertised to support staff, but there was poor participant participation. Peer educators reported that these initiatives were not communicated to them and venues and work commitments sometimes were barriers to participation in these projects. The peer educators suggested incentivising initiatives for better participation. Another key suggestion was to inform and to include their managers and supervisors in these initiatives so they are permitted to take time off work. Health education material like posters or leaflets were also proposed as modes of delivering health information. During the design of the material to be used for this project’s intended intervention, the health information leaflets were deemed readable, suitable, actionable, context-specific, and culturally appropriate. Workshops conducted during Phase 2 of the study proved to be valuable in training peer educators. Peer educators also deemed the workshops useful, and reported their readiness to be agents of change in the workplace. Conclusions: Based on the input of key stakeholders and peer educators, there is currently no health promotion policy at Rhodes University, especially with respect to NCDs health promotion policies and protocols for NCDs. Health promotion initiatives, especially for support staff, that address NCDs have previously been attempted at the university but were not successful. Factors affecting workplace health promotion were identified. Knowledge of these factors was useful when implementing the health promotion project on harmful use of alcohol. The health leaflets were deemed suitable for use by the target population. Peer educators who went through the workshops and were provided with the facilitators’ manuals concluded that the sessions were useful in their continued participation in the health promotion project. Continued involvement of the Wellness Office and peer educators can assist in ensuring the sustainability of this workplace health initiative.
- Full Text:
- Authors: Marara, Praise
- Date: 2019
- Subjects: Chronic diseases -- South Africa , Health education -- South Africa , Drinking of alcoholic beverages -- Health aspects -- South Africa , Employees -- Alcohol use -- South Africa , Employee health promotion -- South Africa , Rhodes University -- Employees -- Health and hygiene
- Language: English
- Type: text , Thesis , Masters , MPharm
- Identifier: http://hdl.handle.net/10962/67444 , vital:29088
- Description: Background: Non-communicable diseases (NCDs) are responsible for 38 million deaths annually, which translates to 68% of global deaths every year. Incidence and prevalence of NCDs are increasing rapidly and the poor bear a disproportionate burden. The increase in NCDs has been primarily due to a proliferation of modifiable risk factors, such as unhealthy diet, physical inactivity, tobacco use, and excessive alcohol consumption. Substance abuse, mainly of alcohol, is a common cause of health problems in almost all countries across the globe. Alcohol abuse is a major contributor to the global burden of diseases and accounts for 3.3 million deaths, approximately 5.9% of all global deaths, annually. Alcohol misuse is the fifth leading risk factor for premature death and disability and is the top risk factor among people between 15 and 49 years of age. The rise of harmful use of alcohol in South Africa contributes to the disease burden faced by the country, with alcohol-related disorders making up 44.6% of all alcohol-attributable disabilities. Strategies to reduce harmful use of alcohol include national policies and educational interventions including health promotion. Health promotion is a common practice in the prevention of NCDs, but workplace health promotion has not yet been well established in many workplaces. Identification of past workplace initiatives and exploring their facilitating and limiting factors is thus important to consider when planning future initiatives. Raising awareness on harmful use of alcohol through workplace health promotion projects can help to prevent and reduce alcohol-related problems. For these health promotion activities to succeed, they need to be developed with consideration of factors such as the environment, culture, and socio-economic standing of the intended target population. Method: This study, conducted at Rhodes University, followed a mixed methods research approach and consisted of two phases. The first phase of the current study was a needs assessment and involved working with the key stakeholders. Using the Community Based Participatory Research approach and the Centres for Disease Control and prevention workplace health model to guide the research, five semi-structured interviews were conducted with key stakeholders to identify factors affecting workplace health promotion, and their opinions on how to improve these initiatives were sought. The participants were asked to identify areas on which the intended intervention should focus, as well as to identify their preferred means of communicating health messages. During this phase, a group of peer educators who volunteered their involvement in the health promotion project focusing on harmful use of alcohol was also identified. The second phase of this project aimed to address concerns raised in the first phase through a health promotion initiative for support staff that focuses on the prevention of NCDs diseases through reducing alcohol related harm. During the educational health promotion phase of the study, three health information leaflets based on harmful use of alcohol were designed. These leaflets went through a series of evaluations by the researchers’ peers, support staff during a pilot study, peer educators and other health professionals to assess content validity, context specificity, and cultural appropriateness for the target group. The health information leaflets were then used as written materials in the educational intervention of the project and were also used to design a poster. Through participatory involvement, a facilitator’s manual on harmful use of alcohol was developed, which was used during the workshops in the implementation phase of the research. The facilitator’s manual was modified based on provided feedback on improving the content of the facilitator’s manual. The readability of the manual was also performed to make it suitable for the end users. The peer educators were also trained through workshops to enable them to promote and raise awareness on harmful use of alcohol to others in the workplace. Workshops were participatory in nature and were also equipped with the completed health information leaflets to distribute to their peers and to use as reference sources of information when needed. Results: Participants in the semi-structured interviews reported that some health promotion initiatives have previously been attempted and advertised to support staff, but there was poor participant participation. Peer educators reported that these initiatives were not communicated to them and venues and work commitments sometimes were barriers to participation in these projects. The peer educators suggested incentivising initiatives for better participation. Another key suggestion was to inform and to include their managers and supervisors in these initiatives so they are permitted to take time off work. Health education material like posters or leaflets were also proposed as modes of delivering health information. During the design of the material to be used for this project’s intended intervention, the health information leaflets were deemed readable, suitable, actionable, context-specific, and culturally appropriate. Workshops conducted during Phase 2 of the study proved to be valuable in training peer educators. Peer educators also deemed the workshops useful, and reported their readiness to be agents of change in the workplace. Conclusions: Based on the input of key stakeholders and peer educators, there is currently no health promotion policy at Rhodes University, especially with respect to NCDs health promotion policies and protocols for NCDs. Health promotion initiatives, especially for support staff, that address NCDs have previously been attempted at the university but were not successful. Factors affecting workplace health promotion were identified. Knowledge of these factors was useful when implementing the health promotion project on harmful use of alcohol. The health leaflets were deemed suitable for use by the target population. Peer educators who went through the workshops and were provided with the facilitators’ manuals concluded that the sessions were useful in their continued participation in the health promotion project. Continued involvement of the Wellness Office and peer educators can assist in ensuring the sustainability of this workplace health initiative.
- Full Text:
A case study of the role of leadership behaviour in the formation of organizational culture
- Authors: Moore, Aminah
- Date: 2018
- Subjects: Leadership -- Botswana -- Maun , Corporate culture -- Botswana -- Maun , Strategic planning -- Botswana -- Maun , Critical incident technique , Organizational behavior -- Botswana -- Maun , Tourism -- Management , Belmond Safaris (Botswana)
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/62061 , vital:28103
- Description: This case study research on the effect of leadership on organizational culture, is based on a small luxury tourism organization – Belmond Safaris – based in Maun, Botswana. The study set out to determine critical incidents that occurred during the tenure of the current general manager with the intention of uncovering her leadership behaviour and how it has shaped the culture of the organization. The literature review identified quantitative and qualitative approaches to researching organizational culture, but settles on Schein’s theory of organizational culture (Schein, 1992; 2010) as the approach adopted in this study. Furthermore, it reviews the various roles of strategic leaders and how these affect the culture of the organization. The study follows a qualitative methodology and applies the Critical Incident Technique to explore how, as a leader, the behaviour of the general manager shaped the organization’s culture. Data triangulation is achieved through the use of multiple sources – interviews, analysis of company documents and the examination of minutes of management meetings. Following the fieldwork, the evidence within the findings of the study required a theoretical reorientation and a shift from strategic leadership to a new focus on relational leadership, highlighting the prominence of social exchanges between the general manager and employees, as opposed to economic exchanges. The study concludes by acknowledging the limitations and delimitations of the study, which include time constraints as well as the deliberate exclusion of certain participants (e.g. camp managers) from the study. In its conclusion the study also presents recommendations for future studies. The researcher recommends a broader study within the tourism industry, as well as a larger and more inclusive sample size, in order to obtain better insights into the study of culture and leadership within organizations.
- Full Text:
- Authors: Moore, Aminah
- Date: 2018
- Subjects: Leadership -- Botswana -- Maun , Corporate culture -- Botswana -- Maun , Strategic planning -- Botswana -- Maun , Critical incident technique , Organizational behavior -- Botswana -- Maun , Tourism -- Management , Belmond Safaris (Botswana)
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/62061 , vital:28103
- Description: This case study research on the effect of leadership on organizational culture, is based on a small luxury tourism organization – Belmond Safaris – based in Maun, Botswana. The study set out to determine critical incidents that occurred during the tenure of the current general manager with the intention of uncovering her leadership behaviour and how it has shaped the culture of the organization. The literature review identified quantitative and qualitative approaches to researching organizational culture, but settles on Schein’s theory of organizational culture (Schein, 1992; 2010) as the approach adopted in this study. Furthermore, it reviews the various roles of strategic leaders and how these affect the culture of the organization. The study follows a qualitative methodology and applies the Critical Incident Technique to explore how, as a leader, the behaviour of the general manager shaped the organization’s culture. Data triangulation is achieved through the use of multiple sources – interviews, analysis of company documents and the examination of minutes of management meetings. Following the fieldwork, the evidence within the findings of the study required a theoretical reorientation and a shift from strategic leadership to a new focus on relational leadership, highlighting the prominence of social exchanges between the general manager and employees, as opposed to economic exchanges. The study concludes by acknowledging the limitations and delimitations of the study, which include time constraints as well as the deliberate exclusion of certain participants (e.g. camp managers) from the study. In its conclusion the study also presents recommendations for future studies. The researcher recommends a broader study within the tourism industry, as well as a larger and more inclusive sample size, in order to obtain better insights into the study of culture and leadership within organizations.
- Full Text:
A survey of organizational culture and organizational performance in a manufacturing company
- Authors: Dom, Veliswa Virginia
- Date: 2018
- Subjects: Corporate culture -- South Africa -- Eastern Cape , Organizational behavior -- South Africa -- Eastern Cape , Factories -- South Africa -- Eastern Cape , Analysis of variance , Shift systems -- South Africa -- Eastern Cape , Employees -- Rating of -- South Africa -- Eastern Cape , Competing Values Framework (CVF)
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/61861 , vital:28069
- Description: The purpose of this research was to explore the relationship between organizational culture and organizational performance in a manufacturing company. This company supplies metal products to the motor vehicle manufacturing industry, where the quality and quantity of parts produced is of paramount importance, since the buyers of these products are quality conscious. The organization has three production shifts that rotate each week. Anecdotal observations are that irrespective of the time that a shift operates over the course of the month, the different shifts tend to perform at different levels in terms of quality and quantity of output. This study therefore sought to investigate if these differences between shifts are statistically significant, and if so, whether these shifts also have differences in organizational culture. Components of organizational culture include values, norms, beliefs, attitudes, principles and expectations that give the organization a unique personality and differentiate it from other organizations. While the literature indicates that qualitative or quantitative approaches can be used in organizational culture research, this research adopted the quantitative approach, making use of the Competing Values Framework (CVF). The CVF is a four-category organizational culture typology established by Cameron and Quinn (2006). The framework is based on two dimensions: stability or flexibility of the organization, and external or internal focus. In this research, the CVF was used as a measurement tool to evaluate organizational culture. In order to determine differences in organizational culture between shifts, a survey was undertaken (N=138) which measured employee perceptions pertaining to the existing organizational culture of each of the three production shifts at the company. Secondly, differences in performance between the shifts were examined by using the performance data for a three-month period for each shift in terms of quantity and quality. This data was obtained from the management of the production process at the company. Statistical analysis was done using ANOVA to analyse the differences between the shifts. The findings indicated that the dominant existing organizational culture at the company under investigation is a clan culture. Furthermore, there is a statistically significant difference between the cultures of all the three shifts at the manufacturing company. The results also indicated that there is a statistically significant difference in the quantity and quality of production between the three shifts. In conclusion, the research indicated there are differences in culture and in performance, but given the nature of the data, it was not possible to statistically analyse the relationship between shift culture and performance. However, it is conceivable that cultural differences between shifts may be contributing to performance differences. With regards to further research, it is recommended that this research be extended to other branches of the manufacturing company in other regions, in order to determine whether there are any significant differences in culture and performance between these branches and their shifts. Research could also be extended to other South African organizations to create a sufficiently large sample of shift and/or business units, so as to be able to do statistical analysis of the relationship between culture and performance.
- Full Text:
- Authors: Dom, Veliswa Virginia
- Date: 2018
- Subjects: Corporate culture -- South Africa -- Eastern Cape , Organizational behavior -- South Africa -- Eastern Cape , Factories -- South Africa -- Eastern Cape , Analysis of variance , Shift systems -- South Africa -- Eastern Cape , Employees -- Rating of -- South Africa -- Eastern Cape , Competing Values Framework (CVF)
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/61861 , vital:28069
- Description: The purpose of this research was to explore the relationship between organizational culture and organizational performance in a manufacturing company. This company supplies metal products to the motor vehicle manufacturing industry, where the quality and quantity of parts produced is of paramount importance, since the buyers of these products are quality conscious. The organization has three production shifts that rotate each week. Anecdotal observations are that irrespective of the time that a shift operates over the course of the month, the different shifts tend to perform at different levels in terms of quality and quantity of output. This study therefore sought to investigate if these differences between shifts are statistically significant, and if so, whether these shifts also have differences in organizational culture. Components of organizational culture include values, norms, beliefs, attitudes, principles and expectations that give the organization a unique personality and differentiate it from other organizations. While the literature indicates that qualitative or quantitative approaches can be used in organizational culture research, this research adopted the quantitative approach, making use of the Competing Values Framework (CVF). The CVF is a four-category organizational culture typology established by Cameron and Quinn (2006). The framework is based on two dimensions: stability or flexibility of the organization, and external or internal focus. In this research, the CVF was used as a measurement tool to evaluate organizational culture. In order to determine differences in organizational culture between shifts, a survey was undertaken (N=138) which measured employee perceptions pertaining to the existing organizational culture of each of the three production shifts at the company. Secondly, differences in performance between the shifts were examined by using the performance data for a three-month period for each shift in terms of quantity and quality. This data was obtained from the management of the production process at the company. Statistical analysis was done using ANOVA to analyse the differences between the shifts. The findings indicated that the dominant existing organizational culture at the company under investigation is a clan culture. Furthermore, there is a statistically significant difference between the cultures of all the three shifts at the manufacturing company. The results also indicated that there is a statistically significant difference in the quantity and quality of production between the three shifts. In conclusion, the research indicated there are differences in culture and in performance, but given the nature of the data, it was not possible to statistically analyse the relationship between shift culture and performance. However, it is conceivable that cultural differences between shifts may be contributing to performance differences. With regards to further research, it is recommended that this research be extended to other branches of the manufacturing company in other regions, in order to determine whether there are any significant differences in culture and performance between these branches and their shifts. Research could also be extended to other South African organizations to create a sufficiently large sample of shift and/or business units, so as to be able to do statistical analysis of the relationship between culture and performance.
- Full Text:
How the roles of CEO's differ in response to different circumstances and in the context of succession: Anglo American-a case study
- Authors: Ball, Leslie
- Date: 2018
- Subjects: Organizational change , Strategic planning , Executive succession , Anglo American Corporation of South Africa, ltd.
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/60799 , vital:27832
- Description: A review of the literature revealed that firms are inherently influenced by leadership in the upper echelons of the organization. The seminal paper of Hambrick and Mason (1984) has sparked much interest in the realm of organizational leadership. Studies involving organizational leadership have concentrated on leadership styles, the manner in which leadership takes place, leadership succession and organizational performance in an attempt to understand the dynamics of the senior leadership of organizations. Research has also explored how changes in the top management of firms has impacted its performance. This research has primarily been concerned with how a firm is impacted, once succession takes place, and has focused on financial performance, change in strategy and stockholder reaction (Shen & Cannella, 2002; Barron, Chulkov & Waddell, 2011; Friedman & Singh, 1989). Although their predisposition will largely influence the manner in which the incoming CEO acts, the literature has largely neglected the role the incoming CEO must fulfil, and how he/she steers the company, once appointed. In response, the following aim was developed to address this gap: To describe how the roles of two CEO's of the same company differed, during different time periods. The CEO assumes various strategic leadership roles, which they carry out in the context of their new environment once succession has taken place. From the literature, six strategic leadership roles were identified, which formed the foundation of this study. These were strategy formulation, strategy implementation, developing organizational culture, emphasizing ethical practices, managing the firm's resource portfolio and establishing balanced controls. The study set out to comparatively analyze two CEO's of the same firm during different periods. Both CEO's were investigated from the perspective of strategic leadership roles, allowing a comparison of their behaviour. The study analyses and describes these roles, and how they differed between the CEO's, in reaction to differing situational factors and in the context of succession. The study employed a deductive qualitative case study research design. This allowed the researcher to examine the complex phenomenon which have previously been studied at a more superficial level using quantitative methods (Baxter & Jack, 2008; Parrino, 1997; Jooste & Fourie, 2009). A qualitative methodological approach allowed the researcher to examine the topic through a lens which takes into account human variables and processes (Baxter & Jack, 2008). Data was sampled using purposive and convenience sampling while applying the critical incident technique. Data was collected through information sources such as news articles, press releases, annual reports, online interviews, news websites and other documents. Thematical analysis was used during the analysis phase of the study and allowed for patterns and links to be drawn between the collected data. The succession from one CEO to the next served as the comparative element of the study, which allowed for a contrasting of how both CEO's carried out their strategic leadership roles by adapting to their environment, and how they guided the strategic trajectory of the company. The study also took into account what both CEO's were confronted with at the start of their tenure and how this influenced how they carried out their leadership roles. It was found that Cynthia Carroll exercised her roles in a manner which addressed ethical and stakeholder engagement issues within the business. This was translated directly into how she guided the trajectory of the company. Upon appointment, Mark Cutifani exercised his roles in a manner which addressed the organizational performance and financial well-being of the company. This translated directly into how he shaped Anglo's trajectory in an attempt to better its financial performance. Given how they exercised their strategic roles in the company, each CEO influenced Anglo American's direction in a different way, which in turn, influenced the performance of the organization. It was shown that Cynthia Carroll improved the stakeholder engagement, communication and safety within the company, demonstrating behaviour that emphasized the importance of the ethics of the company. When the business had been carrying out its ethical practices effectively, but underperforming financially, Cutifani demonstrated the roles which would be geared toward resurrecting the organizational performance of the organization. Recommendations are made for further research including applying the same research method to investigate how these roles are carried out in companies which operate in a broad spectrum of industries.
- Full Text:
- Authors: Ball, Leslie
- Date: 2018
- Subjects: Organizational change , Strategic planning , Executive succession , Anglo American Corporation of South Africa, ltd.
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/60799 , vital:27832
- Description: A review of the literature revealed that firms are inherently influenced by leadership in the upper echelons of the organization. The seminal paper of Hambrick and Mason (1984) has sparked much interest in the realm of organizational leadership. Studies involving organizational leadership have concentrated on leadership styles, the manner in which leadership takes place, leadership succession and organizational performance in an attempt to understand the dynamics of the senior leadership of organizations. Research has also explored how changes in the top management of firms has impacted its performance. This research has primarily been concerned with how a firm is impacted, once succession takes place, and has focused on financial performance, change in strategy and stockholder reaction (Shen & Cannella, 2002; Barron, Chulkov & Waddell, 2011; Friedman & Singh, 1989). Although their predisposition will largely influence the manner in which the incoming CEO acts, the literature has largely neglected the role the incoming CEO must fulfil, and how he/she steers the company, once appointed. In response, the following aim was developed to address this gap: To describe how the roles of two CEO's of the same company differed, during different time periods. The CEO assumes various strategic leadership roles, which they carry out in the context of their new environment once succession has taken place. From the literature, six strategic leadership roles were identified, which formed the foundation of this study. These were strategy formulation, strategy implementation, developing organizational culture, emphasizing ethical practices, managing the firm's resource portfolio and establishing balanced controls. The study set out to comparatively analyze two CEO's of the same firm during different periods. Both CEO's were investigated from the perspective of strategic leadership roles, allowing a comparison of their behaviour. The study analyses and describes these roles, and how they differed between the CEO's, in reaction to differing situational factors and in the context of succession. The study employed a deductive qualitative case study research design. This allowed the researcher to examine the complex phenomenon which have previously been studied at a more superficial level using quantitative methods (Baxter & Jack, 2008; Parrino, 1997; Jooste & Fourie, 2009). A qualitative methodological approach allowed the researcher to examine the topic through a lens which takes into account human variables and processes (Baxter & Jack, 2008). Data was sampled using purposive and convenience sampling while applying the critical incident technique. Data was collected through information sources such as news articles, press releases, annual reports, online interviews, news websites and other documents. Thematical analysis was used during the analysis phase of the study and allowed for patterns and links to be drawn between the collected data. The succession from one CEO to the next served as the comparative element of the study, which allowed for a contrasting of how both CEO's carried out their strategic leadership roles by adapting to their environment, and how they guided the strategic trajectory of the company. The study also took into account what both CEO's were confronted with at the start of their tenure and how this influenced how they carried out their leadership roles. It was found that Cynthia Carroll exercised her roles in a manner which addressed ethical and stakeholder engagement issues within the business. This was translated directly into how she guided the trajectory of the company. Upon appointment, Mark Cutifani exercised his roles in a manner which addressed the organizational performance and financial well-being of the company. This translated directly into how he shaped Anglo's trajectory in an attempt to better its financial performance. Given how they exercised their strategic roles in the company, each CEO influenced Anglo American's direction in a different way, which in turn, influenced the performance of the organization. It was shown that Cynthia Carroll improved the stakeholder engagement, communication and safety within the company, demonstrating behaviour that emphasized the importance of the ethics of the company. When the business had been carrying out its ethical practices effectively, but underperforming financially, Cutifani demonstrated the roles which would be geared toward resurrecting the organizational performance of the organization. Recommendations are made for further research including applying the same research method to investigate how these roles are carried out in companies which operate in a broad spectrum of industries.
- Full Text:
Servant leadership: antecedent to Quality of Worklife of customer service frontline employees
- Authors: Bedser, Mark Bernard
- Date: 2018
- Subjects: Call center agents Servant leadership Customer Service -- Quality control Employee morale Job satisfaction Quality of work life
- Language: English
- Type: text , Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10962/62144 , vital:28132
- Description: Contact Centre agents operate in closely monitored and highly controlled environments and their work consists of solving service requests or assisting customers with information on products or services. Consequently their work involves a great deal of emotional labour and stress. It is not surprising then, that the working environment of the Contact Centre is reported to have a negative impact on the levels of Quality of Worklife of Contact Centre agents, and that in the Contact Centre context, it is likely that low levels of Quality of Worklife exist. It is argued that it is important for organisations to be particularly aware of the Quality of Worklife perceptions of their employees should they want to address Quality of Worklife levels and benefit from the positive consequences of higher levels of the construct. Numerous variables are reported to play either an antecedent, moderating, mediating, or consequential role in relation to the Quality of Worklife construct. A systems model of Quality of Worklife is developed, which illustrates the inter-relationships of these variables and how they affect and are affected by the Quality of Worklife construct. It is argued that leadership is an important antecedent to Quality of Worklife, and this is the antecedent of interest in this study. It is proposed that it is not just any leadership that will contribute to an improved Quality of Worklife, particularly within a challenging context such as the Contact Centre environment. Rather, it is suggested that certain qualities of leaders will have a greater influence on Quality of Worklife. For example, leaders who focus on relationships and are caring - characteristics associated with servant leaders - are deemed more suitable for the Contact Centre context. The research also proposes that there are close associations between Servant Leadership and Trust, which in turn has the potential to affect Quality of Worklife positively. It is argued, therefore, that Trust mediates the relationship between Servant Leadership and Quality of Worklife in the customer service frontline context. While there is a broad base of literature available on servant leadership that focuses on the senior or executive level of leadership, Van Dierendonck and Nuijten (2011) have argued that it is also relevant at the middle level of management and have validated an eight dimensional measure of servant leadership that is suitable for this management level. The Van Laar, Edwards and Easton (2007) Quality of Worklife model is also argued to be an appropriate model and measure of the Quality of Worklife construct, due to the robustness of the instrument design and the appropriateness of its underlying theory to the context of this research. Research has shown that leadership can have a significant relationship with Quality of Worklife. Moreover, a review of the literature on servant leadership reveals that trust, satisfaction, general well-being, and commitment to their jobs increases when employees are exposed to leadership behaviours associated with servant leadership. There is however, no evidence in the literature of any investigation of the relationship between Servant Leadership and Quality of Worklife, or of research investigating the partial mediating effects of Trust between these two constructs. Research was conducted to test this relationship. A survey questionnaire was administered amongst a sample of 555 Contact Centre agents, who were employed in eight different organisations. Confirmatory factor analysis procedures were conducted in STATA (V15.0), to test and validate the factor structure of Servant Leadership and Quality of Worklife models. The research also produced a Servant Leadership, Trust and Quality of Worklife structural equation model that supported the hypotheses of the relationships between the constructs. Mediation analysis confirmed Trust’s role as a mediator between Servant Leadership and Quality of Worklife. The structural equation model confirmed that synergies between Servant Leadership, Trust and Quality of Worklife exist, and that Trust partially mediates the relationship between Servant Leadership and Quality of Worklife. It is therefore argued that an increase in Servant Leadership behaviour by the manager or supervisor of frontline staff has a positive association with increases of Trust, as well as positive associations with Quality of Worklife experienced by employees in the frontline context. Moreover, it is also posited that the relationship between Servant Leadership and Quality of Worklife is partially mediated by Trust of the supervisor. The implications of these results are discussed, and recommendations made for management practice and further research.
- Full Text:
- Authors: Bedser, Mark Bernard
- Date: 2018
- Subjects: Call center agents Servant leadership Customer Service -- Quality control Employee morale Job satisfaction Quality of work life
- Language: English
- Type: text , Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10962/62144 , vital:28132
- Description: Contact Centre agents operate in closely monitored and highly controlled environments and their work consists of solving service requests or assisting customers with information on products or services. Consequently their work involves a great deal of emotional labour and stress. It is not surprising then, that the working environment of the Contact Centre is reported to have a negative impact on the levels of Quality of Worklife of Contact Centre agents, and that in the Contact Centre context, it is likely that low levels of Quality of Worklife exist. It is argued that it is important for organisations to be particularly aware of the Quality of Worklife perceptions of their employees should they want to address Quality of Worklife levels and benefit from the positive consequences of higher levels of the construct. Numerous variables are reported to play either an antecedent, moderating, mediating, or consequential role in relation to the Quality of Worklife construct. A systems model of Quality of Worklife is developed, which illustrates the inter-relationships of these variables and how they affect and are affected by the Quality of Worklife construct. It is argued that leadership is an important antecedent to Quality of Worklife, and this is the antecedent of interest in this study. It is proposed that it is not just any leadership that will contribute to an improved Quality of Worklife, particularly within a challenging context such as the Contact Centre environment. Rather, it is suggested that certain qualities of leaders will have a greater influence on Quality of Worklife. For example, leaders who focus on relationships and are caring - characteristics associated with servant leaders - are deemed more suitable for the Contact Centre context. The research also proposes that there are close associations between Servant Leadership and Trust, which in turn has the potential to affect Quality of Worklife positively. It is argued, therefore, that Trust mediates the relationship between Servant Leadership and Quality of Worklife in the customer service frontline context. While there is a broad base of literature available on servant leadership that focuses on the senior or executive level of leadership, Van Dierendonck and Nuijten (2011) have argued that it is also relevant at the middle level of management and have validated an eight dimensional measure of servant leadership that is suitable for this management level. The Van Laar, Edwards and Easton (2007) Quality of Worklife model is also argued to be an appropriate model and measure of the Quality of Worklife construct, due to the robustness of the instrument design and the appropriateness of its underlying theory to the context of this research. Research has shown that leadership can have a significant relationship with Quality of Worklife. Moreover, a review of the literature on servant leadership reveals that trust, satisfaction, general well-being, and commitment to their jobs increases when employees are exposed to leadership behaviours associated with servant leadership. There is however, no evidence in the literature of any investigation of the relationship between Servant Leadership and Quality of Worklife, or of research investigating the partial mediating effects of Trust between these two constructs. Research was conducted to test this relationship. A survey questionnaire was administered amongst a sample of 555 Contact Centre agents, who were employed in eight different organisations. Confirmatory factor analysis procedures were conducted in STATA (V15.0), to test and validate the factor structure of Servant Leadership and Quality of Worklife models. The research also produced a Servant Leadership, Trust and Quality of Worklife structural equation model that supported the hypotheses of the relationships between the constructs. Mediation analysis confirmed Trust’s role as a mediator between Servant Leadership and Quality of Worklife. The structural equation model confirmed that synergies between Servant Leadership, Trust and Quality of Worklife exist, and that Trust partially mediates the relationship between Servant Leadership and Quality of Worklife. It is therefore argued that an increase in Servant Leadership behaviour by the manager or supervisor of frontline staff has a positive association with increases of Trust, as well as positive associations with Quality of Worklife experienced by employees in the frontline context. Moreover, it is also posited that the relationship between Servant Leadership and Quality of Worklife is partially mediated by Trust of the supervisor. The implications of these results are discussed, and recommendations made for management practice and further research.
- Full Text:
The relationship between authentic leadership and employee performance
- Authors: Petzer, Liane
- Date: 2018
- Subjects: Authentic leadership , Positive psychology , Employee motivation -- South Africa , Employees -- Attitudes , Job satisfaction -- South Africa , Employees -- Rating of -- South Africa , Financial services industry -- South Africa
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/59467 , vital:27613
- Description: The impact of a leader on his or her followers has been a topic of much research and therefore organizations, including the financial services sector in South Africa, are placing more and more emphasis on what this leadership construct looks like. Research suggests that Authentic Leadership might be a new kind of leadership approach that the world is looking for. This study aims to establish the possible relationship between an authentic leader and the impact the leader’s behaviour has on the performance of his or her employee. The study further attempts to establish if satisfaction can play a mediating role in the relationship between authentic leadership and the performance of an employee. The research used two established research instruments, namely the Authentic Leadership Questionnaire (ALQ), as well as a section of Freese and Schalk’s (2008) psychological contract questionnaire relating to satisfaction specifically. Respondents were also requested to indicate their most recent performance rating. The study was conducted within the financial sector based in the Eastern and Southern Cape with a total population of 1077 employees across all business units, job grades, race, age, education and gender. The study established a significant positive relationship between authentic leadership and employee performance. A further significant positive relationship was established between authentic leadership and satisfaction. However, no relationship could be established between satisfaction and performance, thereby indicating that satisfaction was not a mediator of the relationship between authentic leadership and employee performance. In conclusion, recommendations for management practice and for further research are made.
- Full Text:
- Authors: Petzer, Liane
- Date: 2018
- Subjects: Authentic leadership , Positive psychology , Employee motivation -- South Africa , Employees -- Attitudes , Job satisfaction -- South Africa , Employees -- Rating of -- South Africa , Financial services industry -- South Africa
- Language: English
- Type: text , Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10962/59467 , vital:27613
- Description: The impact of a leader on his or her followers has been a topic of much research and therefore organizations, including the financial services sector in South Africa, are placing more and more emphasis on what this leadership construct looks like. Research suggests that Authentic Leadership might be a new kind of leadership approach that the world is looking for. This study aims to establish the possible relationship between an authentic leader and the impact the leader’s behaviour has on the performance of his or her employee. The study further attempts to establish if satisfaction can play a mediating role in the relationship between authentic leadership and the performance of an employee. The research used two established research instruments, namely the Authentic Leadership Questionnaire (ALQ), as well as a section of Freese and Schalk’s (2008) psychological contract questionnaire relating to satisfaction specifically. Respondents were also requested to indicate their most recent performance rating. The study was conducted within the financial sector based in the Eastern and Southern Cape with a total population of 1077 employees across all business units, job grades, race, age, education and gender. The study established a significant positive relationship between authentic leadership and employee performance. A further significant positive relationship was established between authentic leadership and satisfaction. However, no relationship could be established between satisfaction and performance, thereby indicating that satisfaction was not a mediator of the relationship between authentic leadership and employee performance. In conclusion, recommendations for management practice and for further research are made.
- Full Text: