Étude longitudinale de l’impact de la satisfaction envers les avantages sociaux novateurs sur l’intention de rester chez les travailleurs du secteur des technologies de l’information et des communications

The objective of this thesis is to understand the impact of satisfaction with innovative benefits on the intention to stay of the information and communications technology industry (ICT) workers. In order to investigate this question, a general research hypothesis was presented based on a literature review and on Blau’s social exchange theory (1964) and Maslow’s theory of needs (1943). The general research hypothesis states that satisfaction with innovative benefits increases intention to stay through time. The data used in this thesis were collected as part of a larger research on the relationships between compensation, training and skills development and attracting and retaining key employees. The longitudinal data come from an office located in Montreal of a major international company from the ICT sector. The study population consists of workers newly hired between April 1st, 2009 and September 30th, 2010. The results confirm the research hypothesis showing that satisfaction with innovative benefits increase intention to stay through time. Among the various innovative benefits studied, the results indicate that it is the satisfaction with the gym at work that best predicts intention to stay of workers. Other innovative benefits significantly related to intention to stay are the games library, the lounge, the medical clinic and the library in the workplace. Also, longitudinal analyses reveal that it is mainly the differences between the individual characteristics of the employees who best explain intention to stay than the differences across time of the same worker. This thesis concludes by discussing the best way for industrial relations managers to use the results in order to retain their employees. Then, the limits of the study and some directions for further research are also presented.

Warranty servicing strategies to improve customer satisfaction

Customer satisfaction with a purchased product depends on its performance under warranty and during the remainder of its useful life. Dissatisfaction with an item is important to a manufacturer since it can lead to the loss of potential customers through the negative word-of-mouth effect as well as existing customers switching to a competitor. In this paper, we define satisfaction in terms of the likelihood of a customer not switching to a different manufacturer when a new item needs to be purchased. Manufacturers can use specific servicing strategies to reduce warranty costs and this topic has already been addressed in the literature without considering the effect of customer dissatisfaction. In this paper, we propose particular strategies that will increase customer satisfaction and we discuss methods for obtaining the optimal parameters of these strategies.

Longitudinal relationships among overweight, life satisfaction, and aspirations in young women

Objective: This study investigated associations of overweight status and changes in overweight status over time with life satisfaction and future aspirations among a community sample of young women. Research Methods and Procedures: A total of 7865 young women, initially 18 to 23 years of age, completed two surveys that were 4 years apart. These women provided data on their future life aspirations in the areas of further education, work/career, marital status, and children, as well as their satisfaction with achievements to date in a number of life domains. Women reported their height and weight and their sociodemographic characteristics, including current socioeconomic status (occupation). Results: Young women's aspirations were cross-sectionally related to BMI category, such that obese women were less likely to aspire to further education, although this relationship seemed explained largely by current occupation. Even after adjusting for current occupation, young women who were obese were more dissatisfied with work/career/study, family relationships, partner relationships, and social activities. Weight status was also longitudinally associated with aspirations and life satisfaction. Women who were overweight or obese at both surveys were more likely than other women to aspire to other types of employment (including self-employed and unpaid work in the home) as opposed to full-time employment. They were also less likely to be satisfied with study or partner relationships. Women who resolved their overweight/obesity status were more likely to aspire to being childless than other women. Discussion: These results suggest that being overweight/obese may have a lasting effect on young women's life satisfaction and their future life aspirations.

Telepaediatrics and diabetic retinopathy screening of young people with diabetes in Queensland

We have examined the feasibility of a telemedicine-enabled screening service for children and adolescents with diabetes in Queensland. There are approximately 1400 young people with diabetes in Queensland and only about two-thirds of them are screened in accordance with international guidelines. A regional retinal screening service was established using a non-mydriatic digital retinal camera. Seven centres volunteered to participate in the study. During a five-month pilot trial, 83 of the young people with diabetes who attend these centres underwent digital retinal screening (3.7%). Retinal images were sent via email to a paediatric ophthalmologist for review and results were returned via email. A copy of each participant's results was forwarded by mail to the referring diabetes doctor and the participant and family. The majority of the image files (96%) were rated as excellent or good. Only one participant was identified as having an abnormal result. Participants and their families expressed satisfaction with the digital retinal screening process.

Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R

This paper examines the relative influence of two key antecedents of brand loyalty-satisfaction and involvement and the moderating role of experience, using a sample of business buyers. The central argument of this paper is that the strength of the effect of these variables on attitudinal brand loyalty will vary with the level of customer experience with purchasing the service. Building on previous research which examined low-risk, customer product settings [Kim, J., Lim, J.S., & Bhargava, M. (1998). The role of affect in attitude formation: A classical conditioning approach. Journal of the Academy of Marketing Science 26 (2): pp. 143-152; Shiv, B., & Fedorikhin, A. (1999). Heart and mind in conflict: The interplay of affect and cognition in consumer decision-making. Journal of Consumer Research 26: 278], this study shows that for a high-risk setting, involvement with the service category will be more dominant in its influence on brand loyalty than satisfaction with the preferred brand. Furthermore, it was found that experience moderated the influence of involvement and satisfaction on attitudinal brand loyalty for a high-risk business-to-business service. This study provides new insights into the theory and practice of buyer behavior and business-to-business brands. Crown Copyright (C) 2004 Published by Elsevier Inc. All rights reserved.

Impact of an intensive nursing education course on nurses' knowledge, confidence, attitudes, and perceived skills in the care of patients with cancer

Purpose/Objectives: To evaluate the impact of a cancer nursing education course on RNs. Design: Quasi-experimental, longitudinal, pretest/post-test design, with a follow-up assessment six weeks after the completion of the nursing education course. Setting: Urban, nongovernment, cancer control agency in Australia. Sample: 53 RNs, of whom 93% were female, with a mean age of 44.6 years and a mean of 16.8 years of experience in nursing; 86% of the nurses resided and worked in regional areas outside of the state capital. Methods: Scales included the Intervention With Psychosocial Needs: Perceived Importance and Skill Level Scale, Palliative Care Quiz for Nurses, Breast Cancer Knowledge, Preparedness for Cancer Nursing, and Satisfaction With Learning. Data were analyzed using multiple analysis of variance and paired t tests. Main Research Variables: Cancer nursing-related knowledge, preparedness for cancer nursing, and attitudes toward and perceived skills in the psychosocial care of patients with cancer and their families. Findings: Compared to nurses in the control group, nurses who attended the nursing education course improved in their cancer nursing-related knowledge, preparedness for cancer nursing, and attitudes toward and perceived skills in the psychosocial care of patients with cancer and their families. Improvements were evident at course completion and were maintained at the six-week follow-up assessment. Conclusions: The nursing education course was effective in improving nurses' scores on all outcome variables. Implications for Nursing: Continuing nursing education courses that use intensive mode timetabling, small group learning, and a mix of teaching methods, including didactic and interactive approaches and clinical placements, are effective and have the potential to improve nursing practice in oncology.

First clinical experience with a new non-indwelling voice prosthesis (Provox (R) NID (TM)) for voice rehabilitation after total laryngectomy

Conclusion. The new Provox(R) NID (TM) non- indwelling voice prosthesis investigated in this study provides a good option for laryngectomized patients using non- indwelling voice prostheses and can potentially improve safety and increase patients' satisfaction with their voice and speech. Objective. To investigate the feasibility of and patient satisfaction with the Provox NID non- indwelling voice prosthesis. Material and methods. Pre- and post- study questionnaires were used to evaluate the patients' former voice prosthesis and the Provox NID voice prosthesis. In addition, measurements of pull- out force, maximum phonation time and loudness were made for both voice prostheses. In vitro measurements of airflow characteristics were also made. Following a 6- week trial, all patients provided feedback on the new voice prosthesis and the results were used to further improve the Provox NID. This final version of the new voice prosthesis was subsequently trialled and evaluated by 10 patients 6 months later. Results. Overall results showed that patient satisfaction with the Provox NID non- indwelling voice prosthesis was favourable. The pull- out force for the new prosthesis was significantly higher than that for the formerly used prosthesis and its aerodynamic characteristics were better.

Theoretical and numerical analysis of large-scale heat transfer problems with temperature-dependent pore-fluid densities

Purpose - In many scientific and engineering fields, large-scale heat transfer problems with temperature-dependent pore-fluid densities are commonly encountered. For example, heat transfer from the mantle into the upper crust of the Earth is a typical problem of them. The main purpose of this paper is to develop and present a new combined methodology to solve large-scale heat transfer problems with temperature-dependent pore-fluid densities in the lithosphere and crust scales. Design/methodology/approach - The theoretical approach is used to determine the thickness and the related thermal boundary conditions of the continental crust on the lithospheric scale, so that some important information can be provided accurately for establishing a numerical model of the crustal scale. The numerical approach is then used to simulate the detailed structures and complicated geometries of the continental crust on the crustal scale. The main advantage in using the proposed combination method of the theoretical and numerical approaches is that if the thermal distribution in the crust is of the primary interest, the use of a reasonable numerical model on the crustal scale can result in a significant reduction in computer efforts. Findings - From the ore body formation and mineralization points of view, the present analytical and numerical solutions have demonstrated that the conductive-and-advective lithosphere with variable pore-fluid density is the most favorite lithosphere because it may result in the thinnest lithosphere so that the temperature at the near surface of the crust can be hot enough to generate the shallow ore deposits there. The upward throughflow (i.e. mantle mass flux) can have a significant effect on the thermal structure within the lithosphere. In addition, the emplacement of hot materials from the mantle may further reduce the thickness of the lithosphere. Originality/value - The present analytical solutions can be used to: validate numerical methods for solving large-scale heat transfer problems; provide correct thermal boundary conditions for numerically solving ore body formation and mineralization problems on the crustal scale; and investigate the fundamental issues related to thermal distributions within the lithosphere. The proposed finite element analysis can be effectively used to consider the geometrical and material complexities of large-scale heat transfer problems with temperature-dependent fluid densities.

Does customer satisfaction lead to improved brand equity? An empirical examination of two categories of retail brands

Purpose – The objective of the present research is to examine the relationship between consumers' satisfaction with a retailer and the equity they associate with the retail brand. Design/methodology/approach – Retail brand equity is conceptualized as a four-dimensional construct comprising: retailer awareness, retailer associations, retailer perceived quality, and retailer loyalty. Then the associative network memory model is applied from cognitive psychology to the specific context of the relationships between customer satisfaction and consumer-based retailer equity. A survey was undertaken using a convenience sample of shopping mall consumers in an Australian state capital city. The questionnaire used to collect data included an experimental design such that two categories of retailers were included in the study: department stores and specialty stores, with three retailers representing each category. The relationship between consumer-based retailer equity and customer satisfaction was examined using multivariate analysis of variance. Findings – Results indicate that retail brand equity varies with customer satisfaction. For department stores, each consumer-based retailer equity dimension varied according to customer satisfaction with the retailer. However, for specialty stores, only three of the consumer-based retailer equity dimensions, namely retailer awareness, retailer associations and retailer perceived quality, varied according to customer satisfaction level with the retailer. Originality/value – The principal contribution of the present research is that it demonstrates empirically a positive relationship between customer satisfaction and an intangible asset such as retailer equity.

Measuring outcomes of a communication program for older people with hearing impairment using the International Outcome Inventory

The main objective of this study was to describe the outcomes of a communication education program for older people with hearing impairment using the International Outcome Inventory - Alternative Interventions (IOI-AI) and the version for significant others (IOI-AI-SO). Ninety-six people aged 58 to 94 years participated in an interactive group education program for two hours per week for five weeks. The IOI-AI was administered at one to two weeks after the last educational session and 29 significant others also completed the IOI-Al-SO at this time. Overall, positive results were obtained using both questionnaires, and satisfaction with the program was particularly high. Findings also compared favourably to reports of outcomes for other audiological interventions (i.e., another communication training program and hearing aid fitting). Principal components analysis of the IOI-AI revealed a somewhat different factor structure than the original IOI-HA. The two versions of the 101 applied in this study are recommended as simple and effective measures of the outcomes of alternative interventions.

Testing the niche apportionment hypothesis with parasite communities: is random assortment always the rule?

Niche apportionment models have only been applied once to parasite communities. Only the random assortment model (RA), which indicates that species abundances are independent from each other and that interspecific competition is unimportant, provided a good fit to 3 out of 6 parasite communities investigated. The generality of this result needs to be validated, however. In this study we apply 5 niche apportionment models to the parasite communities of 14 fish species from the Great Barrier Reef. We determined which model fitted the data when using either numerical abundance or biomass as an estimate of parasite abundance, and whether the fit of niche apportionment models depends on how the parasite community is defined (e.g. ecto, endoparasites or all parasites considered together). The RA model provided a good fit for the whole community of parasites in 7 fish species when using biovolume (as a surrogate of biomass) as a measure of species abundance. The RA model also fitted observed data when ecto- and endoparasites were considered separately, using abundance or biovolume, but less frequently. Variation in fish sizes among species was not associated with the probability of a model fitting the data. Total numerical abundance and biovolume of parasites were not related across host species, suggesting that they capture different aspects of abundance. Biovolume is not only a better measurement to use with niche-orientated models, it should also be the preferred descriptor to analyse parasite community structure in other contexts. Most of the biological assumptions behind the RA model, i.e. randomness in apportioning niche space, lack of interspecific competition, independence of abundance among different species, and species with variable niches in changeable environments, are in accordance with some previous findings on parasite communities. Thus, parasite communities may generally be unsaturated with species, with empty niches, and interspecific interactions may generally be unimportant in determining parasite community structure.

Validation of the Quality of Life Inventory for patients with anxiety and depression

Background: In 1992, Frisch et al (Psychol Assess. 1992;4:92- 10 1) developed the Quality of Life Inventory (QOLI) to measure the concept of quality of life (QOL) because it has long been thought to be related to both physical and emotional well-being. However, the psychometric properties of the QOLI in clinical populations are still in debate. The present study examined the factor structure of QOLI and reported its validity and reliability in a clinical sample. Method: Two hundred seventeen patients with anxiety and depressive disorders completed the QOLI and additional questionnaires measuring symptoms (Zung Self-rating Depression Scale, Beck Anxiety Inventory, Fear Questionnaire, Depression Anxiety Stress Scale-Stress) and subjective well-being (Satisfaction With Life Scale) were also used. Results: Exploratory factor analysis via the principal components method, with oblique rotation, revealed a 2-factor structure that accounted for 42.73% of the total variance, and a subsequent confirmatory factor analysis suggested a moderate fit of the data to this model. The 2 factors appeared to describe self-oriented QOL and externally oriented QOL. The Cronbach alpha coefficients were 0.85 for the overall QOLI score, 0.81 for the first factor, and 0.75 for the second factor. Conclusion: Consistent evidence was also found to support the concurrent, discriminant, predictive, and criterion-related validity of the QOLI. (c) 2006 Elsevier Inc. All rights reserved.

AS RELAÇÕES ENTRE SATISFAÇÃO NO TRABALHO, COMPROMETIMENTO ORGANIZACIONAL AFETIVO E INTENÇÃO DE ROTATIVIDADE: UM ESTUDO EM UMA MINERADORA DE DIAMANTES EM ANGOLA

Muito se tem investigado sobre os antecedentes de intenção de rotatividade. Dentre as possíveis variáveis com capacidade de se relacionar aos planos dos trabalhadores deixarem a organização destacam-se: satisfação no trabalho e comprometimento organizacional afetivo. O presente estudo teve como objetivo geral analisar as relações entre estas três variáveis; satisfação no trabalho, comprometimento organizacional afetivo e intenção de rotatividade. Ligando-se aos objetivos através dos seus estímulos internos ou externos, desvendados no estudo em uma mineradora de diamantes em Angola onde foram analisadas as relações entre as três variáveis. Participaram na pesquisa 151 trabalhadores, todos de nacionalidade angolana selecionados aleatoriamente em diferentes áreas da mesma empresa. Após aplicação do questionários com três medidas validadas e precisas, o tratamento dos dados, todos de natureza numérica, foi processado pelo software estatístico Statistical Package for the Social Science SPSS, versão 19.0 para Windows. Apurou-se que a idade media dos participantes era de 38,34 (DP = 8,42) anos, sendo a maioria do sexo masculino, solteira, com o nível médio completo, não exercendo cargo de chefia, pertencendo ao grupo (GP - III) um total de 89 (58,9 %), realizando grande parte do seu trabalho com outra pessoa ou em grupo, com tempo de trabalho variando entre 1 (um) e 16 anos. Os resultados descritivos indicam que os trabalhadores detêm um quadro de satisfação no trabalho, com satisfações maiores proporcionadas pelo número de vezes e oportunidades de serem promovidos, com a capacidade profissional de seus chefes, no entendimento encontrado entre si e na maneira como são tratados pelos seus chefes; e menores com o tipo de amizade, confiança e espírito de colaboração demonstrada pelos seus colegas de trabalho, assim como com a capacidade absorvida e o salário se comparado com o quanto trabalha. O quadro do comprometimento organizacional afetivo demonstra maior afeto as questões relacionadas a empresa em fazer o empregado sentir-se orgulhoso e contente com ela. Análises de correlação pelo r de Pearson informaram índices negativos e significativos entre as duas variáveis e intenção de rotatividade. Tais resultados informam que o plano de deixar a empresa onde trabalham é cada vez menor à medida que se elevam os níveis de satisfação no trabalho e comprometimento organizacional afetivo.

UMA VISÃO BASEADA EM RECURSOS COM DIRECIONAMENTO ESTRATÉGICO: UMA PROPOSTA ÀS INSTITUIÇÕES DE SAÚDE HOSPITALARES PÚBLICAS

Este trabalho investiga a utilização da Visão Baseada em Recursos, tendo por objetivo propor um modelo de gestão de pessoas que atenda a exigibilidade da qualidade de prestação de serviços à saúde. São observadas as relações de trabalho nesses serviços nas diversas modalidades, a sistematização do conhecimento sobre os elementos que figuram na gestão de pessoas e a verificação da necessidade de Gestão Operacional e Estratégica de Pessoas para trabalhadores das Instituições de Saúde Hospitalares Públicas. Trata-se de pesquisa de natureza empírico-exploratória, apoiada em múltiplos casos de hospitais públicos, entrevistando e registrando fatos observados nos locais pesquisados, aplicando-se o Protocolo de Observações. Para atingir o objetivo principal, são utilizados os fundamentos das obras de Marras (2001; 2003 e 2005): Relações Trabalhistas no Brasil: administração e estratégia; Administração de Recursos Humanos: do operacional ao estratégico; e Gestão de Pessoas em Empresas Inovadoras, respectivamente. Além das observações participantes, utilizaram-se entrevistas e questionários com os usuários e profissionais dos hospitais, com instrumentos adaptados para o contexto da instituição e dado tratamento estatístico para análise dos resultados, que se apresentam em tabelas para melhor visualização dos dados e análise. A Gestão de Pessoas nas ISHP permanecem no modelo tradicional e longe de qualquer movimento que possa torná-la estratégica. O nível de satisfação dos pacientes para com os profissionais de saúde é ótimo, mas quanto aos recursos e infra-estrutura, é baixo. Os profissionais de saúde na quase sua totalidade trabalham por vocação, espírito de humanização e por acharem gratificante, embora o nível de insatisfação com a remuneração recebida seja elevado.(AU)

INDICADORES DE SAÚDE POSITIVA: UM ESTUDO COM EMPREGADOS EXPATRIADOS

Os estudos sobre expatriados, tanto no âmbito nacional quanto internacional, normalmente tratam de aspectos administrativos relativos ao processo de expatriação, como, por exemplo, as dificuldades de adaptação do indivíduo e de sua família, bem como o prejuízo que um programa mal sucedido poderia trazer para a organização. O objetivo desse estudo foi descrever cinco indicadores psicossociais de saúde positiva (bem-estar subjetivo, bemestar no trabalho, percepção de suporte social, percepção de suporte organizacional e otimismo) em empregados expatriados. Foi utilizada uma amostra escolhida por conveniência, composta por 16 pessoas, sendo 8 do sexo masculino e 8 do sexo feminino e que já haviam participado ou estavam participando de programas organizacionais de expatriação. O instrumento de coleta de dados foi um questionário de auto-preenchimento composto por oito medidas que aferiram as variáveis incluídas no estudo (satisfação geral com a vida, afetos positivos e negativos, satisfação no trabalho, envolvimento com o trabalho, comprometimento organizacional afetivo, percepções de suporte social e organizacional e otimismo). Foram realizadas análises estatísticas descritivas, testadas diferenças entre médias, bem como calculados índices de correlação entre variáveis. Os resultados revelaram que os profissionais expatriados tiveram mais oportunidades de vivenciar sensações afetivas positivas do que negativas em suas experiências fora do seu país de origem, o que permite dizer que os expatriados tendem a níveis positivos de muito alegres, muito bem, muito felizes, muito satisfeitos, muito animados e muito contentes , logo eles mantiveram relativamente preservado o seu bem-estar subjetivo. Também foi possível observar que as suas maiores satisfações com a vida não eram advindas do trabalho e que eles pareciam demonstrar estar satisfeitos com suas relações interpessoais além de apresentar uma forte vinculação afetiva com o seu empregador. Resultado diferente foi obtido para envolvimento com o trabalho revelando que as tarefas não conseguiam manter o expatriado totalmente absorvido por elas durante o período de expatriação. O estudo revelou também que os expatriados percebem receber maior apoio emocional de seus familiares, amigos e parentes do que suporte prático. Quanto à percepção de suporte organizacional foi observado que eles não acreditam, incondicionalmente, no apoio da organização em que estão inseridos. Os resultados mostraram ainda que os expatriados mantêm uma expectativa positiva quanto ao futuro, sinalizando um senso levemente acentuado de otimismo. Foi possível observar também algumas correlações significativas entre as dimensões de BES e BET. Com base nestes resultados existem indícios de saúde positiva entre os profissionais pesquisados, visto que eles parecem estar de bem com a vida pessoal e relativamente bem no trabalho, mantendo crenças medianas de suporte social e organizacional. Os resultados do estudo poderão contribuir para a compreensão do quadro psicológico dos indivíduos expatriados e, ao mesmo tempo, oferecerem uma melhor fundamentação conceitual para estudiosos do tema, assim como suscitar nos gestores reflexões acerca de ações políticas para o monitoramento da saúde psíquica dos empregados que tenham participado ou estejam participando desse tipo de programa organizacional.(AU)