Tesi sul tema "Front line staff"

This practice-based study investigates the implications for NHS leadership, leadership development and organisation development of the current government's vision of the future NHS as set out in the NHS Improvement Plan (2004). The study is based on two projects; an in-depth organisation development programme located in a high security mental health hospital and a pilot project on the future role of leadership carried out on behalf of the five Strategic Health Authorities in London. The research paradigm is that of naturalistic inquiry using action research and a single case method involving participant observation. Focus groups and a modified Delphi-consultation are used to elicit views about future leadership roles and competences. The two-project design was developed to address the range of leadership roles to be explored, the interplay between leadership development and organisation development and the need to understand both current realities and future developments. The study concludes that successful realisation of the vision set out in the NHS Improvement Plan will require a re-conceptualisation of the roles and competences of both organisational leaders and leaders working at the interface with service users. The study suggests that organisational leaders will need to become adept at shaping the cultures and practices of organisations and systems of organisations (enabling leadership) whereas leaders working at the interface with service users will need to become adept at case management. The study also suggests that leadership development and organisation development need to be closely integrated if either is to make a worthwhile contribution to the development of the NHS. Finally, the study suggest that success in past or current leadership roles in the NHS is likely to be a poor predictor of future success as the leadership requirements of the future will be significantly different from those which prevail currently or which have prevailed in the recent past.

Current evidence suggests that people with learning disabilities living in residential facilities are being exposed to considerable variation in the standards of care they receive. While attempts have been made to understand variations in care standards and factors associated with abusive or neglectful practices, there remains a need for more research in this area. Additionally, little attention has been paid to understanding support staff experiences of working in residential or inpatient services and to developing a more theoretical understanding of the role they fulfil. Using Interpretive Phenomenological Analysis (IPA), the aim of this study was to examine front-line staff members' experiences of working in residential care for people with learning disabilities. Six experienced front-line care workers (4 female, 2 male) took part in semi-structured interviews. Interview data was analysed according to the principles of IPA and the following three superordinate themes were identified as being central to participants' experiences of their work related roles: Degree of Positive Relationship Reciprocity; Value Congruence and Intrinsic Motivation; Experiences of Environmental and Organisational Constraints. Results are discussed in relation to existing literature on care standards and the factors associated with abusive or neglectful practices, and in terms of their contribution to theory and applied practice.

The purpose of this study was to understand the wellness needs of front line public sector welfare staff within the Canadian neo-liberal welfare state, framed in a public management reform context. Although research has begun in a variety of public sector social service settings, there has been little scrutiny given to those working on the fault-lines of society (Sawchuk, 2013). The research design focused on both quantitative and qualitative tools for understanding the welfare employee experience. Quantitatively, the Perceived Wellness Survey (Adams, Bezner, and Steinhardt, 1997) and the COPE scale (Carver, Scheier, and Weintraub, 1989) were used respectively to generate data on staff wellness perceptions, and coping preferences. Qualitatively, a longitudinal journaling tool was used that allowed staff to record their work behaviors over 40 workdays. Specifically, they were able to record problems experienced, how they responded to them, and what resources were found to be useful. They were also able to rate each day as to level of satisfaction. The results of the study identified the potential impacts of public management reform on welfare state employees, and the critical role played by coping strategies. It also brought into question the relevancy of the holistic paradigm for the welfare work environment within British Columbia. The findings revealed a wellness duality in that the problems staff identified, the responses to those problems, and the resources utilized all had a common foundation. Social/relational factors were found to be both part of the problem and part of the solution when considering employee wellness, with age and gender influencing participant responses.

Financial services regulators are tasked with balancing the conflicting roles of empowering and policing their regulated communities. In order to be effective, agencies must be able to accomplish both tasks. This analysis examines several determinants of effectiveness among U.S. bank regulators. Using statistical and narrative analyses, it examines factors that have contributed to the regulatory effectiveness of the National Credit Union Administration, Office of the Comptroller of the Currency, and Office of Thrift Supervision. The study focused on the relationships between regulatory ability to prevent failures and influences including agency longevity, ability to manage complexity, appointee and staff qualities, mission stability, regulatory style, and resources. Agency longevity and resources had the greatest impact on effectiveness among the cases that were examined. Additionally, this study proposes a typology that suggests that more effective regulators are able to balance information from their regulated communities with a public interest orientation. This allows them to have current information regarding emerging regulatory issues but also to avoid becoming too reliant on their supervised institutions for information.
Ph. D.

Background and significance: Nurses' job dissatisfaction is associated with negative nursing and patient outcomes. One of the most powerful reasons for nurses to stay in an organisation is satisfaction with leadership. However, nurses are frequently promoted to leadership positions without appropriate preparation for the role. Although a number of leadership programs have been described, none have been tested for effectiveness, using a randomised control trial methodology. Aims: The aims of this research were to develop an evidence based leadership program and to test its effectiveness on nurse unit managers' (NUMs') and nursing staff's (NS's) job satisfaction, and on the leader behaviour scores of nurse unit managers. Methods: First, the study used a comprehensive literature review to examine the evidence on job satisfaction, leadership and front-line manager competencies. From this evidence a summary of leadership practices was developed to construct a two component leadership model. The components of this model were then combined with the evidence distilled from previous leadership development programs to develop a Leadership Development Program (LDP). This evidence integrated the program's design, its contents, teaching strategies and learning environment. Central to the LDP were the evidence-based leadership practices associated with increasing nurses' job satisfaction. A randomised controlled trial (RCT) design was employed for this research to test the effectiveness of the LDP. A RCT is one of the most powerful tools of research and the use of this method makes this study unique, as a RCT has never been used previously to evaluate any leadership program for front-line nurse managers. Thirty-nine consenting nurse unit managers from a large tertiary hospital were randomly allocated to receive either the leadership program or only the program's written information about leadership. Demographic baseline data were collected from participants in the NUM groups and the nursing staff who reported to them. Validated questionnaires measuring job satisfaction and leader behaviours were administered at baseline, at three months after the commencement of the intervention and at six months after the commencement of the intervention, to the nurse unit managers and to the NS. Independent and paired t-tests were used to analyse continuous outcome variables and Chi Square tests were used for categorical data. Results: The study found that the nurse unit managers' overall job satisfaction score was higher at 3-months (p = 0.016) and at 6-months p = 0.027) post commencement of the intervention in the intervention group compared with the control group. Similarly, at 3-months testing, mean scores in the intervention group were higher in five of the six "positive" sub-categories of the leader behaviour scale when compared to the control group. There was a significant difference in one sub-category; effectiveness, p = 0.015. No differences were observed in leadership behaviour scores between groups by 6-months post commencement of the intervention. Over time, at three month and six month testing there were significant increases in four transformational leader behaviour scores and in one positive transactional leader behaviour scores in the intervention group. Over time at 3-month testing, there were significant increases in the three leader behaviour outcome scores, however at 6-months testing; only one of these leader behaviour outcome scores remained significantly increased. Job satisfaction scores were not significantly increased between the NS groups at three months and at six months post commencement of the intervention. However, over time within the intervention group at 6-month testing there was a significant increase in job satisfaction scores of NS. There were no significant increases in NUM leader behaviour scores in the intervention group, as rated by the nursing staff who reported to them. Over time, at 3-month testing, NS rated nurse unit managers' leader behaviour scores significantly lower in two leader behaviours and two leader behaviour outcome scores. At 6-month testing, over time, one leader behaviour score was rated significantly lower and the nontransactional leader behaviour was rated significantly higher. Discussion: The study represents the first attempt to test the effectiveness of a leadership development program (LDP) for nurse unit managers using a RCT. The program's design, contents, teaching strategies and learning environment were based on a summary of the literature. The overall improvement in role satisfaction was sustained for at least 6-months post intervention. The study's results may reflect the program's evidence-based approach to developing the LDP, which increased the nurse unit managers' confidence in their role and thereby their job satisfaction. Two other factors possibly contributed to nurse unit managers' increased job satisfaction scores. These are: the program's teaching strategies, which included the involvement of the executive nursing team of the hospital, and the fact that the LDP provided recognition of the importance of the NUM role within the hospital. Consequently, participating in the program may have led to nurse unit managers feeling valued and rewarded for their service; hence more satisfied. Leadership behaviours remaining unchanged between groups at the 6 months data collection time may relate to the LDP needing to be conducted for a longer time period. This is suggested because within the intervention group, over time, at 3 and 6 months there were significant increases in self-reported leader behaviours. The lack of significant changes in leader behaviour scores between groups may equally signify that leader behaviours require different interventions to achieve change. Nursing staff results suggest that the LDP's design needs to consider involving NS in the program's aims and progress from the outset. It is also possible that by including regular feedback from NS to the nurse unit managers during the LDP that NS's job satisfaction and their perception of nurse unit managers' leader behaviours may alter. Conclusion/Implications: This study highlights the value of providing an evidence-based leadership program to nurse unit managers to increase their job satisfaction. The evidence based leadership program increased job satisfaction but its effect on leadership behaviour was only seen over time. Further research is required to test interventions which attempt to change leader behaviours. Also further research on NS' job satisfaction is required to test the indirect effects of LDP on NS whose nurse unit managers participate in LDPs.

Despite making up less than one per cent of total housing stock in England, since its introduction at the national level in 1980, shared ownership has played an important material and ideological role as part of wider neoliberal reforms to replace publicly-owned rented stock with privately-owned housing. The scheme has been used as part of a bundle of mechanisms to reduce spending on public housing, to enable access to appreciating housing wealth as part of asset-based welfare policies, and to spread a set of personal, social and community benefits which have come to be associated with ‘home’ ownership. In the first two decades of the twenty first century shared ownership has taken on new prominence as a solution to the “housing crisis”, characterised by declining owner occupation rates and a chronic shortage of affordable and secure housing particularly for younger low to middle income households. Although launched with significant amounts of hyperbole and taking up an increasing proportion of government subsidy for affordable provision, the evidence suggests that schemes like shared ownership have a limited impact upon these underlying problems in the housing market. Indeed, shared ownership can be seen to embody some of the contradictions at the heart of neoliberal policies that seek to find market solutions to market-based problems. This thesis explores these contradictions by examining the extent to which shared ownership can be used to meet the housing needs of particular regional populations as well as individual households. Drawing on empirical material gathered through in-depth interviews and participant observation with households and front-line housing staff in Cumbria and London, the thesis illuminates a set of tensions that run through the veins of shared ownership as a form of social and market-based housing. The thesis reveals the challenges housing associations experience in meeting housing needs whilst also driving sales; the divergent ways in which public and private discourses deal with ambiguities in relation to established tenure norms; and finally the difficulties both households and housing associations face in attempting to manage the risks associated with marginal home ownership.

The research was directed at assessing the strengths and weaknesses in the application-to-approval process of social grants up to the payment of social grants at pay-points in the South African Social Security Agency (hereafter SASSA). The general aim of the research project was to assess the application-to-approval process of grant administration in SASSA up to the payment of social grants at pay-points. The specific objectives of the study were therefore: * To describe the current application-to-approval process of grant administration; * To assess the strengths and weaknesses in the grant administration process of specified administrative procedures and structural issues as perceived by attesting officials (front-line staff responsible for taking down the grant applications), data-capturer officials (staff responsible for capturing the information on the application form onto the SOCPEN system, pay-point team members (staff responsible for rendering services at pay-points) and beneficiaries at pay-points; and * To provide a report on the strengths and weaknesses of the grant administration process from application to pay-out to the top management of SASSA. The study was conducted in two regions, namely the Northern Cape and the Western Cape. Various offices in the Northern Cape and the Western Cape were therefore part of the research. The grant administration process from application-to-approval includes various stages. The staff members include the screening official (step one) who checks the completeness of the required documentation, followed by attesting official (step two) who takes down the application and captures it on SOCPEN and then forwards it to the next level, namely quality control (step three). Thereafter a verifying official verifies the information captured on SOCPEN against documentation submitted and approves or rejects the application on SOCPEN (step four). Staff at pay-points (where beneficiaries receive their payments) and beneficiaries at pay-points were also part of the research focus. Four different data-collection instruments were therefore used during the research project. The first data-collection instrument was designed to collect data on the actual grant application process and problems and strengths in this regard (questionnaire front-line staff). The empirical investigation revealed the following with regard to the front-line staff: * The majority of front-line staff have considerable working experience (more than five years) in SASSA; * The majority of front-line staff have inadequate work space; * Training, supervision and mentoring support from supervisors and colleagues occurs haphazardly; * The majority of front-line staff receive between 11-29 applications per day and spent 30 minutes or less to take down an application; * Policy documents that regulate the implementation of new policy changes are not always available; * Grant application files get misplaced or lost after processing; * Staff carelessness is one of the main reasons why files get lost or misplaced and * Front-line staff experience technical difficulties with the computer on a regular basis and it takes one to three days to resolve technical difficulties. The second data-collection instrument was developed to collect data on the capturing of the application (questionnaire data-capturer) onto the SOCPEN system. The empirical investigation revealed the following with regard to data-capturers: * The majority of data-capturers have solid work experience as data-capturers in SASSA although some data-capturers have inadequate work space; * Training on the implementation of new policy changes occurs irregularly; * Supervision, mentoring and support from supervisors happen haphazardly; * Data-capturers receive between 20 and 29 applications per day and they capture all applications successfully; * Data-capturers receive support from colleagues on a more regular basis than from supervisors; * Documents or guidelines that regulate the implementation of policy changes are not always available in the work place; * Applications sometimes get misplaced or lost after capturing; * No proper mechanisms are in place to record the movement of files, staff carelessness and either lack of office space or filing space, are the main reasons why applications get lost or misplaced; * Data-capturers sometimes experience technical problems with computers and it takes one to less than five days to resolve technical difficulties; * Data-capturers receive sometimes incomplete applications from the attesting officials (those staff officials who are responsible for taking down the application) and they usually take such applications back to the first attesting officer; * Backlogs in the capturing and approving of normal applications exist and staff shortages and system-related problems are the main reasons why backlogs exist; * Backlogs exist with regard to the capturing and approving of review cases and * Staff shortages, a centralized review management approach, lack of office space and lack of connectivity points constitute the main reasons why review backlogs exist. The third data-collection instrument (questionnaire pay-point team member) was developed to measure services at pay-points and to determine the problems experienced at pay-points. The empirical investigation revealed the following with regard to this category as seen by pay-point team members: * Some pay-points are not disabled-friendly; * There are not always enough chairs, toilet facilities or drinking water available at pay-points; * Payment contractors and SASSA staff sometimes arrive late at pay-points; * Payments are usually delayed between 15 minutes to less than an hour, but beneficiaries are not always informed about delays; * There are sometimes broken machines at pay-points and this causes 15 to 45 minutes delay in payments; * There is not always enough money at pay-points and it takes an hour to just under two hours to get more money; * Grant recipients hardly ever receive wrong grant amounts; * Hawkers and vendors operate mainly outside the pay-point; * Security guards are available at pay-points and there is access control at pay-points (mainly driven by security guards from the payment contractor) * Not all pay-points are fenced all round and * First Aid kits are available at pay-points most of the time. The fourth data-collection instrument (questionnaire for beneficiaries) was developed to target the beneficiaries who receive grant payments at pay-points. The empirical investigation revealed the following: * Some pay-points are not disabled-friendly; * There are not always enough chairs, toilet facilities or drinking water available at pay-points; * Payment contractors and SASSA staff sometimes arrive late at pay-points; * Payments are usually delayed between 15 minutes to less than an hour, but beneficiaries are not always informed about delays; * There are sometimes broken machines at pay-points and this causes 15 to 45 minutes‟ delay in payments; * There is not always enough money at pay-points and it takes an hour to less than two hours to get more money; * Grant recipients rarely receive wrong grant amounts; * Hawkers and vendors operate mainly outside the pay-point, but there are exceptional cases where they operate inside the pay-points; * Beneficiaries do feel safe at pay-points most of the time; * Beneficiaries mostly live within walking distance from the pay-point; * Beneficiaries hardly experience problems at pay-points and if they do, their problems get resolved; * Not all pay-points provide shelter from the elements; * Beneficiaries are satisfied with the services SASSA renders and the grant has improved their quality of life. Grant administration processes in SASSA are labour-intensive and officials play a vital role in the correct administration of social grants. The study has revealed that although there is clearly some strength in the grant administration process from application-to-approval up the payment of social grants at pay-points, it is unfortunately true that the weaknesses are overwhelming.
Thesis (PhD (Social Work))--North-West University, Potchefstroom Campus, 2013

碩士
國立高雄餐旅大學
運輸與休閒服務規劃碩士學位學程
103
This research used in-depth interview collecting airport ground staff aesthetic labor data tries to deliverer the reasonable scales measuring aesthetic labor by the airport ground staffs. By content validity and data analysis, the study found that the range of with respect to ground staffs, including: dress code, decorous behavior, show style, professional attitude, and personal interaction. Accordingly, accurate interpretation of the front-line airport ground staff for consent of the degree for the project of aesthetic labor, there is a need to address through appropriate analysis, plus the value of the ordered probit data transformed method of reaction given meaningful overall score, generally Likert scale questionnaire-based data patterns, having its rationality and logic controversial statistical assumptions, to facilitate the reaction sequence of discrete values are converted to the continuity of data in order to facilitate the calculation, and the establishment of quantitative indicators of the objective value. Findings confirm that the airport ground staff organization personnel aesthetic categories to the overall image, professionalism and understanding of traveler needs the most importance. The measuring scales of this study expected provide to the airline to conduct diagnosis of procedures, training and re-training of curriculum planning, which hope to benefit the decision-making of aesthetics management.

碩士
國立勤益科技大學
流通管理系
97
Due to competition and changeability in telecommunication environment, the telecommunication system industry required to train frontline retail clerks to be outstanding and professional constantly. The industry will arrange a series of training courses to cope with this goal. The training courses are the first phase for new employees to participate in company. Afterward the training courses will influence new employees’ performance and behavior, even in corporate culture experience. Therefore the training courses act an important role to new employees when they join in company. The training courses should consider for characteristic of frontline retail clerks in service and sale. The most important of training is effective outcome. So need to arrange suitable and professional training courses and lecturers. Training courses should consolidate training goal, trainees’ needing and characteristic together simultaneously. Hence the relationship between training courses and lecturers are inseparable. In order to set up effective training system for telecommunication industry and new frontline retail clerks who from direct manageable shop and allied shop, and to heighten result of training. The dissertation will discuss two factors which influence new employees from direct manageable shop and allied shop in telecommunications industry separately, including specialized training courses for new employees and interior lecturers. The research found that specialist training courses will create different training result on new employees who from different channels. The best result for new employees who from direct manageable shop are 3G/3.5G basic concept and how to use wireless network adapter, and for new employees who from allied shop are the exposition for value-added service and the main force merchandise of fixed network. Key words: specialized training courses, interior lecturers, new retail clerks, training result

碩士
國立中山大學
人力資源管理研究所
103
For the hotel industry, the front line staff will influence the image of the organization. They are asked to have the good quality of service and it will lead to emotional labor. Over time, the problem of emotional labor may cause the intention to leave for employees. Our research want to solve the problem so we provide two moderators: achievement and emotional intelligence; we want to understand with the interaction of achievement and emotional intelligence, whether they will influence the service quality requirement, emotional labor and turnover intention or not. According to 197 valid returned questionnaire from hotel industry front line staff, finding of our study indicated that surface acting has no mediating effect between service quality requirement and turnover intention. Deep acting has mediating effect between service quality requirement and turnover intention. Moreover, achievement has moderating effect between service quality requirement and deep acting; emotional intelligence has moderating effect between deep acting and turnover intention. In the end, the suggestion has been offered for the hotel industry.

碩士
靜宜大學
觀光事業學系研究所
98
In many studies have confirmed that staffs’ turnover intention will be influenced by working attitude and organizational commitment, however, the influence of staffs’ work-life balance cognition is still a complete lack. Especialy when those students as a front line staff and a trainee in the hotel industry, how would their turnover intention be influenced? In this study, for this purpose, conducted a study to assess how turnover intention of students as a front line staff and a trainee in Taiwan hotel industry would be influenced by their work-life balance cognition. The subjects of this study is the students as front line staff in hotel industry to survey and use structural equation modeling to test the proposed hypothesis, the results show that: 1. The working attitude of front line staff in hotel industry will be positively affected by work-life balance. 2. The turnover intention of front line staff in hotel industry will be positively affected by work-life balance. 3. As a mediator variable between work-life balance and turnover intention, working attitude has a significant effect. As a conclusion, researcher suggests that hotel managers can implement the life care program for staff, improve front line employees’ work-life balance situation.

碩士
國立嘉義大學
行銷與流通管理研究所
93
Among the most demanding jobs in service business are the so-called front-line jobs. Employees are expected to be fast and efficient at executing operational tasks, as well as courteous and helpful in dealing with customers.(Lovelock and Wirtz , 2004) The aims of this study are first to explore, measure, and classify such service sabotage behaviors of front-line staff. Second, this study is intended to determine if the emotional labor load assigned by the organization influences the employees’ service sabotage behavior. Moreover, an analysis is conducted on the influence of front-line employees’ traits on service sabotage. Finally, this study is to find out whether service sabotage arises upon unreasonable requests made by jaycustomers or regular customers. This study explores service sabotage from three different perspectives—the organization, the employee, and the customer. In this study, front-line nursing staff are being our survey subjects and research design used the qualitative and quantitative research. In the first stage, using depth interview interviewed 13 nursing staff and in the second stage, using snowball sampling to collect 537 valid samples. According to Harris and Ogbonna (2002) definition, there are four typology of service sabotage (Customary-Private, Customary-Public, Sporadic-Private and Sporadic-Public). From the front-line staff point of view, there are also four typology of jaycustomers (VIP, Do not Cooperate, Bad Manner and ask for everything). In second stage, using the repeat measure found when front-line employees deal with the VIP , do not cooperate and ask for everything jaycustomers, they have more intention on of Customary-Public service sabotage. Following, using Multiple Regression to survey the relation between employees’ self-esteem, emotional labor load and service sabotage. The results are as follow : self-evaluation and handle others negative emotion have significant negative difference at the intention of employees’ service sabotage. Control self-negative emotion has positive deference at employees’ service sabotage intention. In other words, the higher employees’ self-esteem, the lower intention of service sabotage and the more constraining self negative emotion staff , the higher intention of service sabotage. Furthermore, in demographic statistics were found, the front-line nursing staff’s intention of service sabotage are higher than the manager level. From the total seniority, current work seniority and age show the younger nursing staff have higher intention of service sabotage than the older one. Apparently, neither service failure nor service sabotage deliver service to customers. Actually, there are different meanings in side. In the pass, manager level have always neglect front-line staff intentionally behavior-service sabotage. Therefore, when the service failure happened, first to check is that a real service failure or maybe it’s service sabotage. This study confirmed the negative emotion of staff and customer has significant negative difference at service sabotage. Next time when the employees deal with jaycustomers, the organization not only teach employee to adjust their negative emotion but also try to tell customers to control their negative emotion. The organization should teach employees including customers.

碩士
國立中山大學
人力資源管理研究所
96
Take front-line ground staff of airline companies for example, the main topic of the study is to discuss the relationship among employment status(full-time & part-time),organization commitment, citizenship role identity and organizational citizenship behavior and the confounding effect of job security on the relationships among the above variables. We hope that airline companies can understand the relationship between job attitude and job behavior of employees of different employment status so that it can be the references for them to adopt flexible human resources strategies. The questionnaire survey was adopted for the study. The samples are the front-line ground staff of airline companies in Taoyuan international airport, including passenger agents and cargo agents and so on. There were total 360 questionnaires released, and 242 of them are valid samples, including 167 full-time employees and 75 part-time employees. Through statistics analysis, the main results of the study are： 1. Employment status has no positively correlations with organizational citizenship behavior and citizenship role identity but had positively correlations with continuance organization commitment. We think the main reason is that the benefit package of full time and part-time ground staff in airline companies is not different very much and part time ground employees have the chances to become full time. On the other hand, the flexible work schedule can satisfy part time employees’ other needs. So considering the job attitude and job behavior, full time and part time ground staff will not be very different. 2.Organization commitment has positively correlations with organizational citizenship behavior and will affect it in a positive way. The affective commitment has significant prediction on organizational citizenship behavior while continuance commitment has least prediction on it. 3. Citizenship role identity has positively correlations with organizational citizenship behavior and will affect it in a positive way. Employees with more organizationally-benefit citizenship role identity will be more likely to do organizationally-benefit citizenship behavior while employees with more individually-benefit citizenship role identity will be more likely to do individually-benefit citizenship behavior. 4. Job security has negative confounding effect on the relationship between employment status and citizenship role identity. We think that in a low job security situation, part-time ground staff will be with more citizenship role identity and do more organizational citizenship behavior in order to keep the job. Based on the above conclusions, this study offers some suggestions as the references for the airline companies. Key Words：Employment Status, Part-time, Organization Commitment, Citizenship Role identity, Organizational Citizenship Behavior, Job Security

碩士
南華大學
企業管理系管理科學碩博士班
100
Issues concerning personality traits, work values, job satisfaction and job performance have gradually come to be taken more seriously due to the enormous impact which the rapid progress made in science and technology has had on the social milieu and the infrastructure of organizations. This study focuses on the basic level administrative, technical and contracted personnel for highways supervision in a discussion of the relevance of personality traits, work values, job satisfaction and job performance while achieving the following research objectives: 1.the impact of personality traits on job performance; 2.the impact of work values on job performance; 3.the impact of job satisfaction on job performance; 4.the impact of job satisfaction on work values and job performance; 5.the moderating effect that job satisfaction has on work values and job performance; 6.and how personality traits interfere with work values and job performance. 　 　　This study is concerned with the relationship between personality traits, work values, job satisfaction and job performance in regard to the characteristics of a service institution and its personnel conditions. Methods of research include descriptive analysis, credibility analysis, factor analysis, correlation analysis and regression analysis. 　 　　By means of the empirical research, statistical data and analysis of this study, an understanding can be gained of the relationship between and the impact the aforementioned relevant aspects have on personnel, with an aim to providing theoretical and practical suggestions to highway regulatory and engineering staff as well as academia in order to enhance the work-related learning and capabilities of staff-members, upgrade service quality and establish a new image for the institution.

碩士
元智大學
管理碩士在職專班
101
The main services are provided by Air Cargo Terminal to the customers, including import and export by air, express, transshipment and transit of the warehousing, acceptance, storage, customs clearance and goods examination transfer, depalletizing and palletizing. In the process of the services, many staff service behaviors are involved. Moreover, in recent years, the main customer of the Air Cargo Terminal, “Air Cargo Forwarder,” emphasizes more on the service quality and good relationship; therefore, Air Cargo Terminal no longer sees price marketing strategy as the only means of competition. Instead, they devote into creating multiple and excellent service to meet the demand of the customer and further maintain good relationship with the customers. To understand the relationships among in-role service behavior of the front line staff, their extra-role service behavior, service quality, and the customer satisfaction in domestic Air Cargo Terminal in Taoyuan District. The following subjects will be investigating: 1. The influence of in-role service behavior of the front line staff and their extra-role service behavior on service quality; 2. The influence of in-role service behavior of the front line staff and their extra-role service behavior on customer satisfaction; 3. The influence of the service quality of the Air Cargo Terminal to customer satisfaction; 4. The mediating effect of service quality to in-role service behavior of the front line staff and their extra-role service behavior and customer satisfaction. It is hoped that through related evidences, their relationships can be studied and understood for Air Cargo Terminal operators to make references. The following can be obviously found through empirical study 1. In-role service behavior of the front line staff of the Air Cargo Terminal and their extra-role service behavior show positive correlation on the service quality; 2. In-role service behavior of the front line staff of the Air Cargo Terminal and their extra-role service behavior show positive correlation on customer satisfaction; 3.There is a significant correlation between service quality of the Air Cargo Terminal and customer satisfaction; 4. Service quality has mediating effect on in-role service behavior of the front line staff and their extra-role service behavior and customer satisfaction.

Staff who work in front line, direct contact support positions with community based clients with acquired brain injuries (ABI) hold unique responsibilities, and face unique challenges in their work due to the combination of three key factors: autonomous work environments, socially sanctioned power status over clients, and the decision making deficits of clients with ABI. These factors further contribute challenges to staff in the presently complex and ambiguous outreach context, where the embedded ideologies of the medical model of treatment remain in tension with the purported ideologies of the social model of disability and client self determination that drive outreach services. Using constructivist grounded theory methods and narrative and interpretive analysis strategies, this research interviewed fifteen (15) ABI outreach support workers to explore and examine their perceptions of the outreach context, how they negotiate decision spaces, and how they deal with the central ethical dilemma of outreach - achieving balance between their duty of care and the client's dignity of risk. The thesis documents decision making strategies used by the interview participants, examines the factors that influence their decision space when in the field with clients, and explores the role staff awareness of professional and personal values plays in making decisions in the best of interest of the client. Staff awareness is shown to be a critical, yet oft neglected factor in consideration of staff ethical decision making in ABI outreach. Implications for best practices in the field are discussed.
PhD Doctorate

Staff who work in front line, direct contact support positions with community based clients with acquired brain injuries (ABI) hold unique responsibilities, and face unique challenges in their work due to the combination of three key factors: autonomous work environments, socially sanctioned power status over clients, and the decision making deficits of clients with ABI. These factors further contribute challenges to staff in the presently complex and ambiguous outreach context, where the embedded ideologies of the medical model of treatment remain in tension with the purported ideologies of the social model of disability and client self determination that drive outreach services. Using constructivist grounded theory methods and narrative and interpretive analysis strategies, this research interviewed fifteen (15) ABI outreach support workers to explore and examine their perceptions of the outreach context, how they negotiate decision spaces, and how they deal with the central ethical dilemma of outreach - achieving balance between their duty of care and the client's dignity of risk. The thesis documents decision making strategies used by the interview participants, examines the factors that influence their decision space when in the field with clients, and explores the role staff awareness of professional and personal values plays in making decisions in the best of interest of the client. Staff awareness is shown to be a critical, yet oft neglected factor in consideration of staff ethical decision making in ABI outreach. Implications for best practices in the field are discussed.
PhD Doctorate