bluuebunny/crossref_metadata_2025 huggingface dataset:
Factors Influencing A Customer-Service Culture In A Higher Education Environment
Authors: Liebenberg Jacques , Barnes Neil
Published: August 2012

The higher education environment is experiencing significant changes, and the focus is moving to competitiveness and customer care. The role of organisational culture and job satisfaction in the delivery of quality customer service was investigated in this study. The indications are that a relationship should exist between organisational culture and learner satisfaction, but it transpired that the relationship between staff members’ job satisfaction and learner satisfaction was not significant. An evaluation of a proposed learner-satisfaction model revealed interesting dynamics influencing relationships between the core dimensions studied.

OpsommingDie hoëronderwysomgewing is besig om betekenisvol te verander, en die fokus is besig om na mededingendheid en kliëntesorg te verskuif. Die rol van organisasiekultuur en werksbevrediging in die lewering van hoëgehaltekliëntediens is in hierdie studie ondersoek. Daar is aanduidings dat daar ’n verband tussen organisasiekultuur en leerdertevredenheid is, maar dit het geblyk dat daar nie ’n betekenisvolle verband tussen werksbevrediging en leerdertevredenheid is nie. ’n Evaluering van ’n voorgestelde leerdertevredenheidsmodel het interessante dinamika wat die verhouding tussen die kerndimensies van die studie beïnvloed, aan die lig gebring.
An Empirical Evaluation Of Competency Requirements For First-Line Managers To Deal With Resistance To Change
Authors: Lombard C. N. , Zaaiman J. J.
Published: August 2012

Continuous changes in markets needs require effective and corresponding change management at all levels in organisations. First-line managers are directly responsible for meeting the demands of clients and resistance to change at this level could result in sub-standard outputs. The effectiveness of change interventions will be largely determined by the competence of first-line managers to facilitate the desired change taking into account resistance to change. The purpose of this article is to evaluate the competencies required by first-line managers to deal with resistance to change as identified by Lombard & Crafford (2003). The findings of this article are based on an empirical study. OpsommingDeurlopende verandering in die behoeftes van markte vereis effektiewe en ooreenstemmende bestuur van verandering op alle vlakke in organisasies. Eerstelyn bestuurders is primêr verantwoordelik om markverwagtinge te ewenaar en selfs te oorskry. Weerstand teen verandering op hierdie vlak kan tot sub-standaard uitsette aanleiding gee. Die sukses en effektiwiteit van veranderingsintervensies in organisasies sal grootliks afhang van die bevoegdheid van eerstelyn bestuurders om die verlangde verandering teweeg te bring met in agneming van weerstand teen verandering. Die oogmerk van hierdie artikel is om die bevoegdhede wat eerstelyn bestuurders sal benodig om weerstand te kan hanteer, soos geïdentifiseer deur Lombard en Crafford (2003), te evalueer. Die bevindinge van hierdie artikel is gebaseer op empiriese navorsing.
Critical Competencies To Promote A Customer Service Core Capability In A Human Resources Call Centre
Authors: Grobbelaar R. L. , Roodt G. , Venter A.
Published: August 2012

In today’s information-intensive environment customer service is an important aspect that differentiates one organisation from another. This research focuses on those individual competencies which will lead to a customer service core capability in a Human Resources Call Centre. Data was obtained from Call Centre agents (n=18), supervisors (n=3) and customers (n=25) by means of five focus group-, three individual- and 25 telephonic interviews, respectively. The transcendental realism research procedure was applied within a qualitative research paradigm. Ten key competencies were identified by all groups of participants. Opsomming In vandag se inligtings-intensiewe omgewing is kliëntediens ’n belangrike aspek wat organisasies van mekaar onderskei. Hierdie navorsing fokus op welke individuele bevoegdhede tot ’n kliëntedienssleutelbekwaamheid in ’n Menslikehulpbron-oproepsentrum sal lei. Data is van Oproepsentrumagente (n=18), -toesighouers (n=3) en -kliënte (n=25) ingewin deur middel van onderskeidelik vyf fokusgroep-, drie individuele- en 25 telefoniese onderhoude. Die transendentale realisme navorsingsprosedure is binne ’n kwalitatiewe navorsingsparadigma toegepas. Tien sleutelbevoegdhede is deur al drie groepe deelnemers geïdentifiseer.
Description Of Leadership In South Africa: Organisational Context Perspective
Authors: Shokanie M. S. , Stanz K. J. , Slabbert J. A.
Published: August 2012

The aim of this study was to describe the nature of leadership in organisations in pursuit of ‘world class’ competitive status. ‘Analysis of Variance’ (ANOVA) was used for analysis and interpretation of data. The sample of convenience consisted of 534 senior leaders. The difference between transactional and transformational leadership dimensions was determined. The results showed that the nature of leadership in South Africa is diversified between transactional leadership and transformational leadership dimensions. The diverse nature of leadership is brought about by the dynamics of organisational environments. More also, there is a definite shift away from conventional transactional leadership to a combination of transactional and transformational leadership dimensions. Opsomming Die doel van die studie was om die aard van leierskap in organisasies in die navolging van wêreldklas meedingende status te ondersoek. Variansie-ontleding (ANOVA) is gebruik om data te analiseer en te interpreteer. Die geleentheidsteekproef het uit 534 senior leiers bestaan. Die verskil tussen transaksienele en trans formasionele leierskapsdimensies is bepaal. Die resultate dui daarop dat leierskap in Suid Afrika ’n kombinasie van transaksionele en transformasionele leierskap aanneem. Die diverse aard van leierskap word deur die dinamika van organisasieomgewings teweeg gebring. Meer nog is daar ’n definitiewe wegbeweeg van die konvensionele transaksionele leierskap na ’n kombinasie van transaksionele en transformasionele leierskap.
Determining The Factors Causing Human Error Deficiencies At A Public Utility Company
Authors: Badenhorst F. W. , Van Tonder J.
Published: August 2012

According to Neff (1977), as cited by Bergh (1995), the westernised culture considers work important for industrial mental health. Most individuals experience work positively, which creates a positive attitude. Should this positive attitude be inhibited, workers could lose concentration and become bored, potentially resulting in some form of human error. The aim of this research was to determine the factors responsible for human error events, which lead to power supply failures at Eskom power stations. Proposals were made for the reduction of these contributing factors towards improving plant performance. The target population was 700 panel operators in Eskom’s Power Generation Group. The results showed that factors leading to human error can be reduced or even eliminated. Opsomming Neff (1977) soos aangehaal deur Bergh (1995), skryf dat in die westerse kultuur werk belangrik vir bedryfsgeestesgesondheid is. Die meeste persone ervaar werk as positief, wat ’n positiewe gesindheid kweek. Indien hierdie positiewe gesindheid geïnhibeer word, kan dit lei tot ’n gebrek aan konsentrasie by die werkers. Werkers kan verveeld raak en dit kan weer lei tot menslike foute. Die doel van hierdie navorsing is om die faktore vas te stel wat tot menslike foute lei, en wat bydra tot onderbrekings in kragvoorsiening by Eskom kragstasies. Voorstelle is gemaak vir die vermindering van hierdie bydraende faktore ten einde die kragaanleg se prestasie te verbeter. Die teiken-populasie was 700 paneel-operateurs in die Kragopwekkingsgroep by Eskom. Die resultate dui daarop dat die faktore wat aanleiding gee tot menslike foute wel verminder, of geëlimineer kan word.
The Application Of The Excellence Model To Enhance Health Service Delivery And Performance Excellence In A State Department
Authors: Eygelaar S. J. D. , UYS J. S.
Published: August 2012

This article examines the appropriateness of applying the South African Excellence Model for public service performance excellence in developing a strategy to enhance health service delivery and performance excellence in a state department. The results achieved by the application of the South African Excellence ModeI for Public Service Performance Excellence Self-assessment Questionnaire provide potential benefits for the state department to enhance health service delivery and performance excellence. The Excellence Model identifies the department’s strengths and areas for improvement based upon well-established internationally accepted the retical frameworks and recognised criteria for performance excellence. From this study it is inferred that determining health service performance excellence continues to be a challenge in the department. OpsommingHierdie artikel ondersoek die geskiktheid van die toepassing van die Suid-Afrikaanse uitnemendheidsmodel vir openbare sektor prestasieuitnemendheid as die ontwikkeling van ‘n strategie vir die bevordering van gesondheidsdienslewering en prestasieuitnemendheid in ‘n staatsdepartment. Die resultate behaal met die toepassing van die Suid-Afrikaanse uitnemendheidsmodel vir openbare sektor prestasieuitnemendheidselfbeoordelingsvraelys bied potensiële voordeel vir die staatsdepartement om gesondheidsdienslewering en prestasieuitnemendheid te bevorder. Die uitnemendheidsmodel identifiseer die department se sterkpunte en ontwikkelingsareas gebaseer op internasionaal-gevestigde, teoretiese raamwerke en erkende kriteria vir prestasieuitnemendheid. Van hierdie studie kan dit afgelei word dat gesondheidsdiensprestasieuitnemendheid steeds ‘n uitdaging in die departement bly.gevolg deur ’n iteratiewe itemontleding. Die voorlopige bevindinge dui daarop dat die vraelys toegepas kan word vir die beoordeling van ’n kliëntintimiteitskultuur.
A Diagnostic Approach To Measuring And Managing Workplace Aggression
Authors: Pietersen Charlotte
Published: August 2012

Workplace aggression is an ever-increasing and multi-faceted phenomenon that managers and human resources professionals worldwide will have to address in the twenty first century. A greater awareness of the presence and negative consequences of human aggression in the workplace and the ability to cope with it will become necessary to maintain an effective organization. The purpose of this article is to present an integrated approach to identify and measure aggression in the workplace. The results of a preliminary empirical study are used to demonstrate how the framework can be used for effectively managing different manifestations of workplace aggression.
A Personal, Interpersonal And Professional Leadership (PIPL) Model Of Executive Facilitation
Authors: Verrier Derek , Smith Dawie
Published: August 2012

The focus of this article is to present an empirically-based model of Executive Facilitation based on the Personal, Interpersonal and Professional Leadership (PiPL) paradigm. PiPL is a holistic, wellness perspective that includes the personal, interpersonal, and professional contexts of one’s life, and considers the anthropological characteristics and certain existential realities that humankind is confronted with. The executive facilitation model is based upon the current PiPL theoretical framework, emerging streams of organisational theory, the work of classic management gurus, typical problems of executives, and various current executive facilitation models.
In Memoriam - Professor Barend Lessing
Authors: Office Editorial
Published: August 2012

PROFESSOR BAREND LESSING

1941 – 2005
Male Menopause And Decision-Making: A Qualitative Study
Authors: Claassen Gerrit , Schurink Willem
Published: August 2012

The purpose of this study was to explore how a small group of white South African men going through menopause attached meaning to this major event in their lives, and also how it affected the decisions they took as leaders in the financial sector. The findings indicated that menopause symptoms in particular (physical, psychological and sexual dimensions) had a profound influence on the systemic male. A provisional substantive theory was developed – “work power trade-offs result in decreased decision-making power during the male menopause�? – and a number of recommendations were proposed
Building Blocks Of Innovation Within A State-Owned Enterprise (Part Two)
Authors: Van Zyl Betsie , Roodt Gert , Coetzee Johan
Published: August 2012

In this article (the second part of a two-part study) the focus is on establishing a theoretical framework of state owned enterprise (SOE) managers’ espoused theory of building blocks of innovation. A qualitative approach, namely Grounded Theory, supported by Theoretical Sampling, was applied in generating the primary data for the study from different management levels in the SOE. The managers’ espoused theory, based on empirical evidence, shows that innovation consisted of five important building blocks, namely contextual setting; strategic enablers; business enablers; foundational enablers; and human resources; each with its own categories and sub-categories. The study also identified barriers to innovation. An innovation diffusion framework, specifically for implementation in a government context, was proposed.
Core Competencies Of A Call Centre AgentCore Competencies Of A Call Centre Agent
Authors: White Christine , Roos Vera
Published: August 2012

Call centre agents are becoming increasingly important in the call centre context. They act as a contact point between the customer and the company. Call centre agents should have certain competencies to perform their duties sufficiently. Identifying competencies, required to be effective agents, will ease the task of training and recruitment. Due to the interrelatedness of the call centre agent, the management of a call centre and customers, all relevant role players’ perceptions were taken into account. By using qualitative analysis to analyse the data, various competencies needed to function effectively in a call centre were identified.
Job Satisfaction Of Hospital Nursing Staff
Authors: Pietersen Charlotte
Published: August 2012

Health care managers realize that job satisfaction impacts on nursing staff retention. This study examined the job satisfaction of nursing staff (N = 109) at a government hospital. Just more than half of the respondents were generally satisfied. Feelings that nursing is worthwhile and satisfying, and financial stability at the hospital could promote staff retention. Specific intrinsic - (promotion), and extrinsic factors (routinization, working conditions, pay, interaction with supervisors, and organizational support) could impact negatively on retention. Management should use these findings as a basis for staff consultation, developmental strategies, and interventions. Future research on other nursing populations is recommended.
A Normative Instrument For Assessing The Mentoring Role
Authors: Janse van Rensburg Karen , Roodt Gert
Published: August 2012

The objective of this study is to develop a normative instrument for assessing the mentoring role in the South African context. The sampling frame for the study constituted the 1200 employees of a division of a large transport organisation. A convenience sample including all 1200 employees yielded 637 fully completed records (a 53% response rate). First and second level factor analyses, followed by an iterative item analysis on the scale of 26 items, yielded a seemingly robust scale with a Cronbach alpha of 0,97. The psychometric properties of the scale are further discussed.
Experiences Of The Mentoring Relationship: A Study In A Mining Company
Authors: Gilmore Nelise , Coetzee Melinda , Schreuder Dries
Published: August 2012

The purpose of this study was to investigate the experiences of mentors and mentees with regard to the mentoring relationship in the South African organisational context. A convenience sampling method was used to involve mentors and mentees as participants (N = 10). Qualitative methods were used to collect and analyse data on the respondents’ experiences of the mentoring relationship. It was found that both mentors and mentees tend to prefer informal mentoring relationships because of the factors that contribute to the quality of the relationship. The implications of the findings are discussed.
Implementing And Sustaining Mentoring Programmes: A Review Of The Application Of Best Practices In The South African Organisational Context
Authors: Hattingh Marina , Coetzee Melinda , Schreuder Dries
Published: August 2012

The objective of this study was to investigate best practices regarding implementing and sustaining formal mentoring programmes in three South African organisations. The purposeful sampling method was used to involve designated representatives responsible for overseeing the implementation and management of the mentoring programmes in each of the three companies in the research. A qualitative content analysis technique was applied to infer meaningful explanations to the research questions. The findings indicate that the three organisations rely on a variety of systems and practices to sustain the effectiveness of their mentoring programmes. The implications of the findings are discussed.
The Perceptions Of Employment Equity And Black Economic Empowerment As Predictors Of Organisation-Related Commitment
Authors: Janse van Rensburg Karen , Roodt Gert
Published: August 2012

The purpose of the study was to test whether the perceptions of employment equity (EE) and black economic empowerment (BEE) are related to organisation-related commitment and whether the perceptions about the mentor’s role significantly mediate this said relationship. The sampling frame for the study constituted 1200 employees of a division of a large transport organisation and a convenience sample including all 1200 employees yielded 637 fully completed records (a 53% response rate). The results of the study indicate that the perceptions of EE and BEE are significantly related to organisation-related commitment and that perceptions of the mentor’s role do not mediate this relationship. More detailed findings on the study are reported.
A Model Of The Underlying Philosophy And Criteria For Effective Implementation Of Performance Management
Authors: Whitford C. M. , Coetsee W. J.
Published: August 2012

The objective of this study was to develop a model that assists organisations in implementing performance management effectively. A model describing the philosophical paradigm underpinning best practice in performance management and the criteria for effective implementation of performance management was developed. The sample used in this study was a convenience sample of 615 employees. Exploratory factor analysis revealed three reliable philosophical dimensions. Moderate correlations were found between the three dimensions and some of the implementation criteria.
The Perceptions Of Employees In A Private Higher Education Institution Towards Corporate Social Responsibility
Authors: Mcdonald Fiona , Liebenberg Jacques
Published: August 2012

This article explores the perceptions a private Higher Education Institution’s employees have of Corporate Social Responsibility (CSR). Results were gathered from a selection of 19 employees at the organisation, through in depth face-to-face interviews and one focus group. Results were substantiated across both groups. A brief analysis of secondary unsolicited data was conducted to further explore the organisation’s role in CSR. It was found that employees of the organisation are not positively predisposed to CSR and that many of them lack an understanding of the concept.
The Relationship Between Personality Type And Leadership Focus
Authors: Sieff Grant , Carstens Louis
Published: August 2012

Optimising focus is a key success driver for many organisation leaders. The relationship between personality type and leadership focus is examined. Personality type is assessed with Form M of the Myers-Briggs Type Indicator instrument, and leadership focus is explored through the development and application of a Leadership Focus Questionnaire. South African executives form the target population for this study. Both functionalist and interpretive approaches are applied. Three primary theoretical hypotheses about leadership focus, concerning (1) optimising the balance of focus between external and internal priorities, (2) the fit between the leadership personality type and the organisation type, and (3) the capacity to manage a multiple focus, are considered. Results show that Extraverted personality types are more comfortable with the challenges of focus in the leadership role than are Introverted types, and Extraverted, Sensing, Thinking and Judging types experience a greater degree of fit with their organisations than do Introverted, Intuitive, Feeling and Perceiving types.
Training Interventions Needed For Developing Black Micro-Entrepreneurial Skills In The Informal Sector: A Qualitative Perspective
Authors: Smith E. E. , Perks S.
Published: August 2012

This article outlines the results of a qualitative study, which investigates the nature of training interventions needed for developing black micro entrepreneurial skills in the informal sector. As this is a qualitative study, an empirical survey was conducted by means of a series of in-depth interviews with ten black micro entrepreneurs. A control group was used to verify the results of the initial sample selected. Four main types of entrepreneurial skills were identified, namely personal, technical, business operations and management skills. A model is developed indicating which training interventions and methods could be used to upgrade black micro entrepreneurial skills. General guidelines are also provided as to how training could be used to facilitate the acquisition of these microentrepreneurial skills.
Developing A Holistic Wellness Model
Authors: Els D. A. , De la Rey R. P.
Published: August 2012

The objective of the present study was the development of a holistic theoretical wellness model that served as frame of reference for the construction of a valid and reliable inventory that was considered suitable for the assessment of wellness of employees of a South African life insurance organisation. The 5 Factor Wellness Inventory was developed from existing proven wellness inventories. A non-random sample of 673 employees of the organisation concerned participated in a cross-sectional survey by completing the Inventory and a biographical questionnaire. Goodness of fit between the holistic wellness model and a data set derived from the application of the 5 Factor Wellness Inventory was determined empirically. The structural equation modelling statistics produced acceptable goodnessof- fit indices albeit with some scope for improvement. The Root Mean Square Error of Approximation indices supported acceptance of the holistic work-wellness model. The validity of the Inventory was also estimated.
Effective Transformational Leadership Behaviours For Managing Change
Authors: Vinger Gift , Cilliers Frans
Published: August 2012

The South African higher education (HE) sector has been criticised for an apparent lack of leadership, calling into question the leaders’ ability to manage change as a result of the recent mergers of HE institutions. The aim of this present research was to establish the frequency of exhibition of transformational leadership and its behaviours and its level in this sector, including the commonly manifesting themes and strategies that transformational leaders, as change agents, utilise to effect change in their organisations. The Multifactor Leadership Questionnaire was administered to 190 HE leaders, followed by individual interviews. It was found that these leaders exhibit transformational leadership fairly often and that, contrary to criticism, they manage change fairly successfully.
The Case For Corporate Responsibility: An Exploratory Study
Authors: Da Piedade Lucy , Thomas Adele
Published: August 2012

Stakeholder demands and the introduction of the ‘triple bottom line’ as a means of reporting corporate performance, make it critical that South African companies assess why they should undertake corporate responsibility initiatives. This exploratory study (part two of a two-part study) investigated the issues that are being or should be addressed by companies under the banner of corporate responsibility and the reasons for this. The views of a convenience snowball sample of consultants, academics and practitioners of corporate responsibility, was gained by means of a Delphi technique. Content analysis was employed to categorise the views into themes. The findings indicate the need for corporate responsibility action in the areas of ecology, the environment, health and well-being, building human capital and in the encouragement of economic development. Cost benefit and defensive arguments dominate the case for corporate responsibility. There is little indication that organisations have identified the opportunity of corporate responsibility initiatives to increase innovation and organisational learning and its contribution to risk management. Recommendations are made regarding the assessment of investment in this area.
The Case For Corporate Responsibility: Arguments From The Literature
Authors: Da Piedade Lucy , Thomas Adele
Published: August 2012

Heightened scrutiny of organisations and ever increasing stakeholder demands for organisations to respond to issues within broader society, make it imperative that organisational leaders understand why they should undertake corporate responsibility initiatives. This literature review (part one of a two part study) investigates the issues that should be addressed by organisations under the banner of corporate responsibility, including the definition of corporate responsibility, its extent and boundaries and the business case for corporate responsibility. This background provides a basis for an exploratory study (part two) of how South African organisations should frame the case for corporate responsibility and how investment in this area can be assessed.
The Effect Of Retention Factors On Organisational Commitment: An Investigation Of High Technology Employees
Authors: Dockel Andreas , Basson Johan S. , Coetzee Melinda
Published: August 2012

The objective of the present study was to investigate specific retention factors that induced the organisational commitment of high technology employees. A sample of 94 professional technicians from a South African owned telecommunications company based in the Gauteng province participated. The Organisational Commitment Scale and a retention factor measurement scale were administered. The most relevant explanatory factors were compensation, job characteristics, supervisor support, and work/life policies, which appeared to have a statistically significant influence on the development of organisational commitment in high technology employees. The implications of the findings are discussed.
Change Risk And Ignorance: Attempting To Cross Chasms In Small Steps
Authors: Van Tonder C. L.
Published: August 2012

Although the pace of organisational change is escalating, the reported success rate of large-scale change efforts remains disappointingly low. This suggests a level of risk that remains largely under acknowledged. The current study explored employee perceptions of risk in organisational change practices. Statements provided by a convenience sample of 111 respondents from seven institutions revealed a distinct awareness of change risk among employees. Identified risk areas align with the planning, involvement and implementation stages of organizational change processes. It is furthermore proposed that an ethical approach to change will minimise resistance to change and substantially reduce change risk.
Towards A Minimum Conceptualisation Of Ethical Organisational Change: The Platform Provided By The "King II" Report
Authors: Van Tonder C. L.
Published: August 2012

Despite the fact that organisational change is one of the most frequently recurring organisational phenomena of our time, organisations do not succeed at instituting change processes effectively and dismal change "success rates" are recorded. Van Tonder and Van Vuuren (2004) suggested that the adoption of an ethical framework would significantly mitigate the implicit risk of change practices and reduce the negative consequences of such change initiatives. The literature on ethical change practices however is exceedingly sparse and offers little guidance to management on how to conduct change practices ethically. This study argues that the King II report on corporate governance indirectly yet substantially informs issues of governance, risk and ethics in change management and provides a useful point of departure for establishing ethical change practices.
Conceptualisation of the spiritual life dimension: A personal and proffessional leadership perspective
Authors: Smith Dawie , Louw Marianne
Published: August 2012

The focus of this article is a conceptualisation of the spiritual life dimension of the human being. The central perspective or approach is the Personal, Interpersonal and Professional Leadership (PiPL) perspective developed by Smith. PiPL is a holistic wellness perspective that includes the personal, interpersonal and professional contexts of the individual’s life, and considers the anthropological characteristics, existential realities and phenomenology that humankind is faced with. PiPL views the spiritual life dimension as the core of being human. In this article Smith’s PiPL perspective of the nature and manifestations of the spiritual life dimension in the existential world will be explored.
"Are they really satisfied?": An exploration of issues around employee satisfaction assessment strategies
Authors: Townsend Michael , Sundelowitz Errol , Stanz Karel
Published: August 2012

The aim of the study was to conduct an exploration into the issues around the employee satisfaction strategy and tool being utilised by a large public utility in South Africa. A mixed method approach was applied incorporating focus groups, individual interviews, and a questionnaire. The results indicate that staff are not satisfied with the existing strategy, are reasonably comfortable with the dimensions being measured but clearly want to see a qualitative aspect added. Major areas of concern are: lack of feedback, little or no action plans linked to the results and a lack of a genuine concern for employee satisfaction.
Exploring the role of the human resource function in the South African information technology industry
Authors: Hall Caron , Fourie Linda
Published: August 2012

The Information Technology (IT) industry is one that is characterised by rapid change and a heavy reliance on human skills. A study was conducted to qualitatively explore the role of the Human Resource (HR) function in the South African IT industry. Semi-structured individual and focus group interviews with professionals in this function highlighted many opportunities for HR to render a more strategic role in an environment where a skills shortage and many related problem areas exist. The implications of these findings are discussed and proposals for redefining the role of HR in the specific industry are offered.
Day labourers in pretoria - Entrepeneurial spirit in action or survivors in a cul se sac?
Authors: Blaauw P. F. , Pretorius A. M.
Published: August 2012

Many of the unemployed in South Africa have to venture into the informal sector to raise income. The aim of this article is to describe the demographic and economic features of day labourers in Pretoria and to determine whether their activity in the informal sector is an exercise in entrepreneurship or a desperate effort to survive. The day labourers were found to be mainly male, young, very low skilled, experiencing no income security and supporting on average four people. The article concludes that day labourers are not guided by a spirit of entrepreneurship and are therefore not involved in this activity by choice in spite of other options.
Towards a substantive theory of synergy
Authors: Beneke Gerhard , Schurink Willem , Roodt Gert
Published: August 2012

The literature on synergy suggests that synergy is systemic and hence should be viewed in the context of processes, but that an integrative definition of this phenomenon does not exist. Against this background the article explains synergy as a concept describing the systemic processes whereby business units of diversified organisations may generate greater value through working as one system rather than working as separate entities. Through the application of grounded theory in a modernistic qualitative context and the use of a case study a substantive theory is presented for leading change towards synergy in a diversified organisation that has business units in three continents.
Leadership meta-competences for the future world of work
Authors: Van der Merwe Letitia , Verwey Anton
Published: August 2012

The purpose of this study was to define the nature and work of leaders within the context of the future world of work. A leadership meta-competence model, based on levels of work theory, was developed. This model was validated by senior managers in the retail industry. Subsequently a questionnaire assessing the perceived importance of these competencies, currently and in the future, was designed and completed by just more than 100 managers from various retail industries. The questionnaire results indicated that there is a significant difference between the perceived current and future definitions of the nature and work of leaders.
Change dynamics and related leadership competencies
Authors: Von Eck C. , Verwey A.
Published: August 2012

The purpose of this study was to develop a framework containing a set of leadership competencies required for major change types. It also compared the views of managers and employees on the importance of these competencies as well as the degree to which managers display the competencies. Ten leaders participated in the qualitative phase of the study and 60 managers and 74 employees responded to the survey. The major outcomes of the study included the competency framework as well as the competencies where statistically significant differences between the managers’ and employees’ views on, a) the degree to which the managers display the competencies as well as b) the importance assigned to the competencies, were found.
The relation between conscientiousness, empowerment and performance
Authors: Sutherland Riëtte , De Bruin Gideon P. , Crous Freddie
Published: August 2012

This study examined the relationship between conscientiousness, empowerment and job performance among information technology professionals. An Employee Empowerment Questionnaire (EEQ), a Conscientiousness Scale and a Social Desirability Scale were administered to 101 information technology customer service engineers. Managers completed a Performance Evaluation Questionnaire (PEQ) for each customer service engineer. The results indicated a significant relationship between conscientiousness and empowerment. A curvilinear relationship was found between empowerment and performance. The practical and theoretical implications of the findings are discussed.
Enhancing service delivery in local government: the case of a district municipality
Authors: Pretorius Dalené , Schurink Willlem
Published: August 2012

This article offers a leadership. It offers a leadership model for enhancing service delivery within local government. Applying modernist qualitative methodology, particularly a combination of casing and grounded theory, the study offers the Retro Advanced Leadership Model which comprises (1) management of leadership performance, (2) legislative imperatives, (3) the achievement of realistic goals, and (4) continuous maintenance and monitoring of achievements. Key implications and recommendations are provided.
Recruitment and Selection of Foreign Professionals In the South African Job Market: Procedures and Processes
Authors: Nkhungulu Mulenga Chao , Van Lill Burger
Published: August 2012

This study investigated procedures and processes used in the selection of prospective foreign applicants by recruitment agencies in South Africa. An electronic survey was distributed to the accessible population of 244 agencies on a national employment website, yielding 57 respondents. The results indicate that the recruitment industry does not have standard, well articulated procedures for identifying and selecting prospective foreign employees and considered processing foreign applicants difficult. Difficulties with the Department of Home Affairs were a major hindrance to recruiting foreign applicants.
Frontline police employees’ social construction of client service
Authors: Stanz Karel , Schwart G. J. , Schurink W. J.
Published: August 2012

The social construction of frontline employees’ client service plays a major role in organisational success. This study illuminated why frontline personnel are reluctant to accept organisational change which is in line with new policing philosophies. Applying modernist qualitative methodology, and particularly grounded theory within a case study design a ‘process satisfaction model’ was developed with the aim to improve employee satisfaction with internal processes and ultimately service delivery. This model may be used for change in the South African Police Service SAPS) and other government departments.
Anticedents to entrepreneurial intentions: Testing for measurement invariance for cultural values, attitudes and self-efficacy beliefs across ethnic groups
Authors: Urban Boris , Van Vuuren Jurie J. , Owen Rina H.
Published: August 2012

Building on previous research on antecedents of entrepreneurial intentions, various measures were tested across different ethnic groups in South Africa. Factorial homogeneity is an important attribute for any scale intended for use in multicultural research, and since tests of equivalency are not routinely applied, this article hypothesised measurement invariance across ethnic groups. Theoretical discussions on Hofstede’s (2001) value survey module (VSM 94), attitudes towards and beliefs about entrepreneurial intentions, general self-efficacy (GSE), and entrepreneurial self-efficacy (ESE) preceded the use of statistical analysis. Confirmatory factor analysis based on 210 respondents indicated that equivalence for the underlying factors across the different ethnic groups could not be established, and that the three groups demonstrated different underlying structures. In conclusion, stereotypic declarations of an integrated South African culture were not supported by this research in terms of entrepreneurial intentions and their antecedents.
The adequacy of the current social plan to address retrenchment challenges in South Africa
Authors: Ngele Thulane , Erasmus Marteen
Published: August 2012

The purpose of the Social Plan Guidelines is to manage large-scale retrenchments and ameliorate their effects on employees. In this study a comprehensive literature review and two case studies were conducted to review the theoretical and practical application of the Social Plan. The research findings identified various challenges that inhibit the effective management of retrenchments. These challenges were analysed and interpreted and a new model to effectively manage retrenchments was developed. The new model is centred on a company’s business plan; the concept is a participative performance-driven governance approach between management and employees focusing on business results. The new model suggests that the employment relations management and corporate social investment of an organisation be utilised as vehicles to manage retrenchments effectively.
Employee perceptions regarding whistle-blowing in the workplace: A South African perspective
Authors: Perks Sandra , Smith Elroy E.
Published: August 2012

The purpose of whistle-blowing is to eradicate unethical behaviour in the work place. This article investigates the perceptions of South African employees (n=387) employed in medium and large organisations regarding whistle-blowing. Respondents regard personal viewpoints and the supportive organisational environment as determining factors for whistle-blowing. South African employees have faced minimal negative consequences and will again engage in whistle-blowing, regardless of union support. Organisations can create a whistle-blowing culture by having a personal code of ethics, using hotlines, having an ethical committee, engaging in periodic ethics training and doing an annual ethical audit.
The retention of academics in the early career phase
Authors: Bester Coenraad
Published: August 2012

The purpose of the study was to determine to what extent academics in the early career phase at a South African higher education institution are committed to the institution in question and the impact which this commitment has on labour turnover. More than 21% of the original respondents left the institution while this research was still underway. Insufficient financial remuneration was the most important reason why the respondents considered leaving the institution.
Fiscal stimulation of human capital and resultant economic growth in South Africa
Authors: Van Zyl Gerhardus , Bonga-Bonga Lumengo
Published: August 2012

Shift-share analysis of employment as a measuring instrument for human resource management is proposed by this study. The results obtained through this technique can assist human resource

management on the macro-level in making informed and strategic decisions regarding future employment practices and trends. This technique is often applied to studies of economic geography,

and is illustrated in this article through its application to the estimation of future employment potential of manufacturing industries of South Africa’s Southern District Municipality. The economy in this region is mainly dependent on gold mining, which is declining as gold reserves are becoming depleted. As a result, a large section of the area’s population will be unemployed in future, causing adversity and other development needs. Shift-share analysis provides insight into the shifts of employment in the various sectors over time, as well as insight into the national share effect on employment in the region, including the regional-industrial mix and the competitive share effects. It was found that the

sectors with the highest employment creation potential are: transport equipment, wood and paper products, metal products, and furniture. Some suggestions are also made regarding the ways that this information can be utilised in human resource management.
The Development of an Organisational Redesign Model
Authors: Burden Johann , Roodt Gert
Published: August 2012

The objective of this study was twofold: Firstly, to explore and describe the perceived fairness of a disciplinary procedure in the workplace and, secondly, to develop guidelines that could be used by managers to provide a fairer experience of the disciplinary procedure. A qualitative research design was employed. In-depth interviews were conducted with participants who were purposely divided into two groups (an employee participant group and an expert participant group). Results indicated that employees experienced the disciplinary procedure as traumatic, unfair and not reliable. Guidelines were formulated to manage employee discipline more effectively.
Management of information in development projects – a proposed integrated model
Authors: Bester C. , Britz J.J. , Merkestein A.
Published: August 2012

The first section of the article focuses on the need for development in Africa and the specific challenges of development operations. It describes the need for a holistic and integrated information management model as part of the project management body of knowledge aimed at managing the information flow between communities and development project teams. It is argued that information, and access to information, is crucial in development projects and can therefore be seen as a critical success factor in any development project. In the second section of the article, the three information areas of the holistic and integrated information management model are described. In the section thereafter we suggest roles and actions for information managers to facilitate information processes integral to the model. These processes seek to create a developing information community that aligns itself with the development project, and supports and sustains it.
Investigating on-line pornography at the University of Johannesburg
Authors: Laughton P. , Rensleigh C.
Published: August 2012

The on-line user of today has access to a vast collection of information resources. In addition, the developments in Internet and Web technologies have made it even easier for surfers to anonymously get access to on-line pornography. The purpose of this research was to investigate the extent to which access to on-line pornography at the University of Johannesburg can be managed. For the empirical part of this research 1037 questionnaires were proportionally distributed to and completed by students on all five campuses of the university. The questionnaire consisted of four sections: biographical information; university computer facility usage; university acceptable use policy; and personal experience with university computer facilities. The gender distribution for the sample was almost even, with a total of 49,4% male participants and 50,6% female, with the largest grouping of respondents (61,6%) aged between 19 years and 21 years. Of the respondents, 36,7% indicated that exposure to unsolicited pornography did not bother them. When asked to what extent students should have access to pornography, 60,5% stated 'None' while 32,6% believed that 'Restricted' access should be granted for research purposes and 6,9% believed that students should be granted 'Total' access to pornography. Results from the research will be used to manage access to on-line resources at the University of Johannesburg better.
Level of importance attached to competitive intelligence at a mass import retail organization
Authors: Begg M. , Du Toit A. S.A.
Published: August 2012

The purpose of this research was to establish the level of importance attached to competitive intelligence (CI) at a mass import retail organization in South Africa. The rationale of CI is to alert an organization about the current situation as it relates to its business environment and competitors, and how these aspects affect the competitive situation. In this article, the value and significance that CI presents to organizations upon implementation are discussed by focusing upon the need for a competitive strategy, the significance of institutionalizing CI, various organizational structure options and the establishment of a CI culture. A survey was conducted at a mass import retail organization to determine the level of importance attached to CI. A total of 107 employees were randomly selected to participate in the completion of a questionnaire. Based on the results, it was found that this organization practised CI, albeit in an informal manner, and it was concluded that there was a relatively high level of importance attached to CI within this organization. However, areas for improvement were identified and a recommendation was made of implementing a formal CI function within the organization.