A model of transactional and transformational leadership for services personnel

This paper is concerned with the effects that leadership styles (i.e., transactional and transformational) can have upon the level of front-line employees’ service delivery quality. Previous literature has mostly looked at leadership and its effects upon subordinates within a sales, psychology, or human resources context. However, due to the idiosyncrasies inherent in services (i.e., intangibility, heterogeneity, perishability, and inseparability), it is likely that, in such a context, different leadership styles will effect performance outcomes. Consequently, this paper seeks to expand the services marketing literature by developing a conceptual framework of leadership style effects adapted to the field of services marketing. Of particular importance are the effects that leadership styles have upon front-line employee “motivators” and service-related job outcomes. Specific hypotheses are developed and future research directions are also presented for consideration.

Public health personnel in the United States, 1980 : second report to the Congress of the Secretary of Health and Human Services as required by section 793 of the Public Health Service Act.

Mode of access: Internet.

Departments of Labor, Health and Human Services, Education, and related agencies appropriations for 2012 : hearings before a subcommittee of the Committee on Appropriations, House of Representatives, One Hundred Twelfth Congress, first session /

Shipping list no.: 2011-0418-P (pt. 1), 2011-0423-P (pt. 2A), 2011-0426-P (pt. 2B), 2011-0439-P (pt. 3), 2011-0432-P (pt. 4), 2012-0085-P (pt. 5), 2012-0221-P (pt. 6), 2012-0256-P (pt. 7).

Manpower for the human services /

A work progress report submitted to and prepared under a contract with the Manpower Administration, U.S. Department of Labor, under the authority of the Manpower Development and Training Act.

Versão resumida da "job stress scale": adaptação para o português

OBJETIVO: Descrever o processo de adaptação, para o português, da versão resumida da "job stress scale", originalmente elaborada em inglês. MÉTODOS: Foram avaliados seis aspectos de equivalência entre a escala original e a versão para o português: as equivalências conceitual, semântica, operacional, de itens, de medidas e funcional. Tomou-se por base um estudo de confiabilidade teste-reteste com 94 indivíduos selecionados. RESULTADOS: O estudo de confiabilidade teste-reteste entre 94 indivíduos permitiu estimativas de reprodutibilidade (coeficientes de correlação intraclasse) para as dimensões de "demanda", "controle" e "apoio social" da escala de 0,88, 0,87 e 0,85, respectivamente. Para as mesmas dimensões, as estimativas de consistência interna (alpha de Cronbach) foram, respectivamente, 0,79, 0,67 e 0,85. CONCLUSÕES: Os resultados sugerem que o processo de adaptação da escala foi bem sucedido, indicando que seu uso no contexto sociocultural da população de estudo (Estudo Pró-Saúde) é apropriado.

Influence of Individual Characteristics on Work Engagement and Job Stress in a Sample of National and Foreign Workers in Switzerland

In most Western postindustrial societies today, the population is aging, businesses are faced with global integration, and important migration flows are taking place. Increasingly work organizations are hiring crossnational and multicultural workteams. In this situation it is important to understand the influence of certain individual and cultural characteristics on the process of professional integration. The present study explores the links between personality traits, demographic characteristics (age, sex, education, income, and nationality), work engagement, and job stress. The sample consisted of 618 participants, including 394 Swiss workers (200 women, 194 men) and 224 foreigners living and working in Switzerland (117 women, 107 men). Each participant completed the NEO-FFI, the UWES, and the GWSS questionnaires. Our results show an interaction between age and nationality with respect to work engagement and general job stress. The levels of work engagement and job stress appear to increase with age among national wotkers, whereas they decrease among foreign workers. In addition, work engagement was negatively associated with Neuroticism and positively with the other four personality dimensions. Finally, job stress was positively associated with Neuroticism and Conscientiousness, and negatively associated with Extraversion. However, the strength of these relationships appeared to vary according to the worker's nationality, age, sex, education, and income.

The Impact of Personality and Culture on the Job Demands-Control Model of Job Stress

Among the various work stress models, one of the most popular has been the job demands-control (JDC) model developed by Karasek (1979), which postulates that work-related strain is highest under work conditions characterized by high demands and low autonomy. The absence of social support at work further increases negative outcomes. This model, however, does not apply equally to all individuals and to all cultures. This review demonstrates how various individual characteristics, especially some personality dimensions, influence the JDC model and could thus be considered buffering or moderator factors. Moreover, we review how the cultural context impacts this model as suggested by results obtained in European, American, and Asian contexts. Yet there are almost no data from Africa or South America. More crosscultural studies including populations from these continents would be valuable for a better understanding of the impact of the cultural context on the JDC model.

Iowa Department of Human Services - Case Management Unit, June 30, 2002

State Agency Audit Report

Combined Report on the Institutions Under the Control of the Iowa Department of Human Services : Schedules, Findings and Recommendations, June 30, 2002

State Agency Audit Report

Report of Recommendations to the Iowa Department of Human Services, June 30, 2002

State Agency Audit Report

Report on Review of Department of Human Services Selected Child Care Assistance Payments, July 1, 1999 through May 31, 2002

State Agency Audit Report - Special Investigation

Report of Recommendations to the Iowa Department of Human Services, Central Distribution Center, June 30, 2002

State Agency Audit Report

Report of Recommendations to the Iowa Department of Human Services - Central Distribution Center, June 30, 2003

State Agency Audit Report

Report of Recommendation to the Iowa Department of Human Services, June 30, 2003

State Agency Audit Report