- Title
- Relationships between psychological capital, work engagement and organisational citizenship behaviour in South African automative dealerships
- Creator
- Harris, Chantel
- Subject
- Work -- Psychological aspects
- Subject
- Employee motivation
- Subject
- Job satisfaction -- South Africa
- Subject
- Organizational behavior
- Subject
- Automobile industry and trade
- Date Issued
- 2012
- Date
- 2012
- Type
- Thesis
- Type
- Doctoral
- Type
- DCom
- Identifier
- vital:9395
- Identifier
- http://hdl.handle.net/10948/d1008059
- Identifier
- Work -- Psychological aspects
- Identifier
- Employee motivation
- Identifier
- Job satisfaction -- South Africa
- Identifier
- Organizational behavior
- Identifier
- Automobile industry and trade
- Description
- Psychological capital (PsyCap), work engagement (WE) and organisational citizenship behaviour (OCB) are all positive constructs which research has indicated will have a positive impact on the bottom line. In light of Positive Organisational Behaviour, this has become increasingly important, particularly in the service industry where good service leads to satisfied customers and ultimately repeat purchases. This research took on the form of a cross- sectional design, using a composite questionnaire to measure PsyCap, WE and OCB. This was a self-report electronic questionnaire which was distributed via email to customer service representatives (N=276) from a national automotive company with dealerships in Gauteng and the Western Cape. The measurement models were revalidated for the South African sample of customer service representatives through conducting Exploratory Factor Analysis. PsyCap remained a four-factor structure, however lost items in the elimination process. Both the UWES and OCB instruments lost items and became two-factor structures. This makes the notion that these instruments are portable to the South African situation questionable. To confirm these structures, item parcelling was utilised and Confirmatory Factor Analysis was conducted. The results indicated that the new measurement models were better suited to the South African sample. Demographic groups had significant differences in the means for PsyCap, WE and OCB. Further to this, relationships between the constructs were tested through multiple regression and structural equation modeling. The most significant relationship was found between PsyCap and work engagement. Finally, PsyCap (barring optimism) and WE were found to load onto a single factor when testing for factorial independence, while OCB came out as a separate factor.
- Format
- xvii, 196 leaves
- Format
- Publisher
- Nelson Mandela Metropolitan University
- Publisher
- Faculty of Business and Economic Sciences
- Language
- English
- Rights
- Nelson Mandela Metropolitan University
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