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- Management Dynamics : Journal of the Southern African Institute for Management Scientists
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- Volume 12, Issue 2, 2003
Management Dynamics : Journal of the Southern African Institute for Management Scientists - Volume 12, Issue 2, 2003
Volume 12, Issue 2, 2003
The relationships between job enrichment, job satisfaction and service quality : an exploratory study in the retail industry of South AfricaSource: Management Dynamics : Journal of the Southern African Institute for Management Scientists 12, pp 2 –12 (2003)More Less
This study hypothesises that statistically significant relationships exist between job enrichment characteristics, job satisfaction, and service quality in the retail industry of South Africa. Theoretical and empirical evidence indicates that, to achieve continuous competitive advantage through superior levels of service quality, service organisations need to ensure front-line employee job satisfaction. This, in turn, is achieved through the enrichment and empowerment of front-line employee work tasks. The sample consisted of forty-nine front-line and management staff. They were selected by the non-probability sampling method from two Eastern Cape supermarkets. A 39-item questionnaire with four sections eliciting biographical, job enrichment, job satisfaction, and service quality information was administered to these individuals. The results revealed significant positive relationships between both job enrichment characteristics and job satisfaction, as well as between job satisfaction and service quality, as proposed by the study.
Author Jeffrey J. BagraimSource: Management Dynamics : Journal of the Southern African Institute for Management Scientists 12, pp 13 –23 (2003)More Less
This study examines the nature and measurement of multiple commitments amongst South African knowledge workers. Interviews and Repertory Grids were used toi dentify the different foci of commitment relevant to South African knowledge workers. Six commitment foci were uncovered. Three of which (organisation, co-worker, and immediate manager) emerged as particularly salient to knowledge workers. Survey responses from 135 knowledge workers (n=135) were analysed to uncover the dimensionality of each commitment focus, and to evaluate the relationship between commitment foci. The results provide preliminary support for the extension of the three component model of commitment to multiple foci of commitment, and indicate the value of the multiple foci approach for explaining employee turnover.
Source: Management Dynamics : Journal of the Southern African Institute for Management Scientists 12, pp 24 –33 (2003)More Less
The primary objective of this study was to investigate perceived cultural differences in the perception of time,and the reactions to waiting, amongst socio-demographic groups in Port Elizabeth. The study formed part of an international investigation, and used a modified version of a questionnaire developed by various authors. The sample (n=336) was drawn, using a non-probability sampling technique from English-, Afrikaans- and Xhosa-speaking respondents in the Nelson Mandela Metropole. The results showed significant differences between sociodemographic groups regarding time perception and reactions to waiting. Cultural influences resulting from language differences may influence these observed discrepancies. The findings have implications for service organisations, aimed at improving customer service.
Source: Management Dynamics : Journal of the Southern African Institute for Management Scientists 12, pp 34 –39 (2003)More Less
This paper considers a problem of joint coordination between manufacturing and supplying departments. The manufacturing department is responsible for meeting the random demand of two products with short life cycles. Demands for the two products are assumed to be substitutable. The supply departments' responsibility is to provide a sufficient quantity of raw material so that the required production level can be achieved. When coordination prevails, both the department's decisions on how much material to purchase and how much to produce, are jointly made. Otherwise, decisions are made independently, without any exchange of information. If the random demand exceeds the quantity produced, a second production run can be expedited at a substantially higher cost. The problem is considered as a single-period decision problem, and expression for the expected profit is obtained. A numerical illustration is presented; using discrete optimisation to determine the optimal production run sizes, while maximising expected profit.