A study of customer commitment through the use of the conversion model in the South African motor vehicle industry

Consumer markets have become increasingly competitive. Numerous measures to gauge and predict loyalty and commitment have been developed to assist management in this respect. The marketing literature contains many examples illustrating that longer relationships achieve customer retention, and have been rewarded with a considerable increase in customer net present value. Customer retention is undoubtedly a major contributor to profitability in the long term. Research shows that the most successful measures for achieving customer retention are customer delight, customer satisfaction and customer commitment. This study makes a closer exploration of customer commitment, as measured by the Conversion Model, in the South African motor vehicle industry. The findings highlight the commitment segments of the most popular motor vehicle brands in South Africa, as well the typical marketing strategies for managing the different commitment segments

Mediated city: Annual review 2012

The research projects under Mediated City explore questions that traverse through various disciplines to create new knowledge. Here, design catalyses changes in people’s practices to cross boundary domains, such as art, business, geospatial science, interaction design and creative writing. Common themes under Mediated City are:• Activating public engagement in social, environmental and political issues• Creating spaces for dialogue and diversity• Altering our perception and relationship of place• Making histories accessible and meaningful in today’s world.This report documents the 2012 research activities for Mediated City including symposia, conferences, workshops, exhibitions, prototypes, and scholarly outputs including books, book chapters, conference papers, presentations, and journal articles.&nbsp

Extending the understanding of end user information systems satisfaction formation : an equitable needs fulfillment model approach

Author name used in this publication: N. AuAuthor name used in this publication: E. W. T. NgaiAuthor name used in this publication: T. C. E. Cheng2007-2008 > Academic research: refereed > Publication in refereed journalAccepted ManuscriptPublishe

Divergent Criticality – A Mechanism of Neural Function for Perception and Learning

The natural world presents opportunities to all organisms as they compete for the biological-value afforded to them through their ecological engagement. This presents two fundamental requirements for perceiving such opportunities: to be able to recognise value and learning how to access new value. Though many theoretical accounts of how we might achieve such selectionist ends have been explored – how ‘perception’ and ‘learning’ resonate with life’s challenges and opportunities, to date, no explanation has yet been able to naturalise such perception adequately in the Universal laws that govern our existence – not only for explaining the human experience of the world, but in exploring the true nature of our perception. This thesis explores our perceptions of engaging with the world and seeks to explain how the demands of our experiences resonate with the efficient functioning of our brain. It proposes, that in a world of challenge and opportunity, rather than the efficient functioning of our neural resources, it is, instead, the optimising of ‘learning’ that is selected for, as an evolutionary priority. Building on existing literature in the fields of Phenomenology, Free Energy and Neuroscience, this thesis considers perception and learning as synonymous with the cognitive constructs of an ‘attention’ tuned for learning optimisation, and explores the processes of learning in neural function. It addresses the philosophical issues of how an individual’s perception of subjective experiences, might provide some empirical objectivity in proposing a ‘Tolerance’ hypothesis. This is a relative definition able to coordinate a ‘perception of experience’ in terms of an learning-function, grounded in free-energy theory (the laws of physics) and the ecological dynamics of a spontaneous or ‘self- organising’ mechanism – Divergent Criticality. The methodology incorporated three studies: Pilot, Developmental and Exploratory. Over the three studies, Divergent Criticality was tested by developing a functional Affordance measure to address the Research Question – are perceptions as affective-cognitions made aware as reflecting the agential mediation of a self-regulating, optimal learning mechanism? Perception questionnaires of Situational Interest and Self-concept were used in Study One and Study Two to investigate their suitability in addressing the Research Question. Here, Factor Analysis and Structural Equation Modelling assessed the validity and reliability of these measures, developing robust questionnaires and a research design for testing Divergent Criticality. In Study Three, the Divergent Criticality hypothesis was found to be significant, supporting that a Divergent Criticality mechanism is in operation: When individuals are engaging with dynamic ecological challenges, perception is affective in accordance with Tolerance Optimisation, demonstrating that a Divergent Criticality mechanism is driving individuals to the limits of their Effectivity – an optimal learning state which is fundamental to life and naturalised in Universal laws

Extending a Theoretical Model: Nursing Career Departure.

The intention of this dissertation was to evaluate empirically the generalization of a theoretical model. The model (Tinto, 1987) studied was intended to predict departure from college. In this study the model was extended to departure from career. The basic premise of Tinto\u27s theory is that voluntary departure from the college community is the result of a decreased integration between an individual and the institution. Concepts of the Tinto model were used to develop the career persistence model, which depicts how the preoccupational attributes of academic achievement and educational attainment are a function of precollege goal commitment. These variables plus kinship responsibilities continue to affect the individual\u27s job satisfaction, intentions, academic integration, goal commitment, and persistence throughout the career span. To test the model, a sample of 270 nurses who were part of the National Longitudinal Study-1972 (NLS-72) from 1972 to 1986 was studied. The analyses of data were completed with a FORTRAN-77 program, GEMINI (Wolfle & Ethington, 1985). The program calculates indirect and direct effects and their significance for a specified recursive model. The results of the study revealed the following significant findings. Goal commitment had positive effects on achievement and attainment in college, however it inversely affected academic integration. Achievement had direct effects on academic integration and indirect effects on job satisfaction through goal commitment. The level of attainment directly affected intention and later job satisfaction. The degree of academic integration had major importance across time as a contributor to job satisfaction. The first measure of Kinship responsibility inversely affected intention and persistence, but nurses with higher family responsibilities had higher job satisfaction later in career. However, ten years after college graduation, the only direct predictor of the final measure of career persistence was earlier persistence. The study findings demonstrate the importance of employing methods that analyse the significance of both direct and indirect effects. Although the model did not show a significant causal relationship between most variables in the model and persistence, relevant findings were shown for other departure issues

Team adaptation in complex work environments

A adaptação é fundamental para a eficácia do trabalho em equipa em ambientes complexos. A literatura sugere que as características dos membros da equipa, os processos episódicos e os estados emergentes contribuem para a capacidade de as equipas se comportarem de forma adaptativa. No entanto, as causas e condições em que estas variáveis se relacionam e contribuem para a adaptação em ambientes de trabalho complexos exige mais investigação. Nesta dissertação, vamos concentrar-nos nas dinâmicas multinível, transversais e longitudinais que caracterizam o processo adaptativo. Os participantes dos estudos feitos nesta dissertação foram estudantes universitários, e trabalhadores de diversos contextos organizacionais (e.g. gestão; saúde hospitalar; policia). O teste das hipóteses de investigação foi feito através de metodologias de regressão e equações estruturais. A metodologia de regressão foi utilizada para estimar os efeitos diretos, indiretos e condicionados. A modelagem com equações estruturais foi utilizada para estimar os efeitos indiretos, multinível e longitudinais. No geral, os resultados sugerem que a performance adaptativa contribui para a eficácia das equipas em ambientes de trabalho complexos. Os nossos resultados também clarificam a natureza das relações entre as características dos membros das equipas, os processos e estados emergentes. Esta dissertação contribui para a teoria e a prática, uma vez que amplia o conhecimento prévio sobre as dinâmicas de adaptação do trabalho em equipa, e tece recomendações de como e por que razões as práticas de GRH devem incorporar os resultados desta dissertação na gestão de pessoas.Team adaptation is paramount for effective teamwork in complex work environments. Literature suggests that team member characteristics, episodic team processes, and emergent states contribute to collective ability to behave adaptively. However, we know very little about the causes and conditions under which these constructs relate to predict adaptation and effectiveness in complex work environments requires further clarification. In this dissertation, we focus on the multilevel, cross-level and longitudinal examination of the dynamics of team member characteristics, episodic team processes, and emergent states driving team adaptation in the work place. In this dissertation data collection was done in simulated and field settings. Participants were university students and professional workers from diverse organizational settings (e.g. business; healthcare; police). Hypotheses testing were done through regression and structural equations modelling. Regression was used to estimate direct, indirect, and conditioned effects. Structural equations modelling were used to estimate indirect, multilevel and longitudinal effects. Overall, the results suggest that team adaptation contributes to team effectiveness in complex work environments. Our results also contribute to clarify the entanglement between team member characteristics, processes and emergent states in teams. This dissertation contributes to theory and practice as it extends previous knowledge on the dynamics of team adaptation, and it makes recommendations of why and how HRM practices should incorporate our findings in people management

Team adaptability and task cohesion as resources to the nonlinear dynamics of workload and sickness absenteeism in firefighter teams

The current study builds on the Nonlinear Dynamic Systems (NDS) perspective to test the assumption that change in sickness absenteeism is nonlinear, and that such change is due to workload, team adaptability and task cohesion. Participants were 37 firefighter teams (n = 250 individuals) from a main European capital city. The research hypotheses were tested using SPSS and the “cusp” package, in the statistical software R. The results suggest that change in sickness absenteeism behaviours over time is nonlinear, with the cusp catastrophe model predicting such behaviours better than the linear and logistic models. In our model, task cohesion functions as an asymmetry factor (i.e. the independent variable that determines the strength and discrepancy between the two stable states of the dependent variable) leading to linear change in sickness absenteeism. Interestingly, both workload and team adaptability function as bifurcation (i.e. the independent variable that determines the change between the two stable states of the order parameter) and asymmetry factors leading to nonlinear and linear change in sickness absenteeism over time. This study contributes to the growing evidence that incorporating the NDS perspective enables a better understanding of action teams, namely those working in extreme environments