Dissertations / Theses on the topic 'Front office'

Mestrado em Engenharia de Computadores e Telemática
Devido ao elevado n´umero de docentes existente no departamento e ao elevado n´umero de turmas que s˜ao necess´arias para o cada vez maior universo de alunos ligados ao Departamento de Electr´onica, Telecomunicac¸˜oes e Inform´atica (DETI) a elaborac¸˜ao da distribuic¸˜ao do servic¸o docente ´e cada vez mais complexa. Urge a criac¸˜ao de um componente na plataforma de Distribuic¸˜ao de Servic¸o Docente (DSD), que permita de uma forma r´apida e simples gerar uma distribuic¸˜ao dos docentes com base numa lista das preferˆencias de cada docente. Com base nessa necessidade surgiu a ideia de implementar um motor de intelig ˆencia artificial (AIE, de Artificial Intelligence Engine) respons´avel por essas func¸˜oes. Este documento comec¸a por avaliar as diferentes possibilidades de implementac¸˜ao de um AIE e a escolha da linguagem de programac¸˜ao que melhor possa implementar a soluc¸˜ao. Seguidamente ser´a feita uma breve descric¸˜ao da linguagem de programac¸˜ao escolhida. A descric¸˜ao e explicac¸˜ao de como o trabalho foi elaborado. Para finalizar seram apresentados os resultados obtidos e tamb´em problemas e dificuldades que inevitavelmente apareceram.
The increasing number of students in the last years in the Department of Electronics, Telecommunications and Informatics (DETI) has inevitably caused an increase in number of teachers required to meet the increasing number of class and office appointments. The task of distributing the teaching service within multiple spaces and scheduling requirements increased in complexity. It would be particularly helpful for the person in charge of this task to automate the generation of the teaching service distribution. Adding to this complexity, individual preferences and constraints must also be taken into account in the process. Such complexity called for the development of a module in the Teacher Distribution Service (DSD, acronym of Distribuic¸˜ao do Servic¸o Docente) platform to provide a fast and simple tool to complete the task. In this work we begin with an assessment of the different possibilities for developing an Artificial Intelligence Engine (AIE) and with the choice of the programming language that can best support the development of this application. Then a brief description of the language chosen to develop the application is given. Follows a complete description of the work I have developed. Next some ideas for future developments are put forward. To finalize a discussion of the achieved results and also the problems and difficulties that inevitably came up are going to be presented.

Mestrado em Engenharia de Computadores e Telemática
A evolução social conduziu a um forte desenvolvimento de novos conceitos e à necessidade de aquisição de conhecimento, reflectindo-se essencialmente no aumento da informação e na necessidade de formação individual. Assim, o número de alunos nas instituições universitárias aumentou consideravelmente, surgindo mais cursos e consequentemente a necessidade de mais docentes. Neste contexto, a complexidade e o número de tarefas necessárias para organizar as instituições universitárias também cresceu, tornando mais complicada a realização de todos os procedimentos internos sem o auxílio de ferramentas informáticas. O DETI (Departamento de Electrónica, Telecomunicações e Informática da Universidade de Aveiro) não foi excepção e começou a desenvolver aplicações capazes de suportar a sua organização interna. No entanto, a alta descentralização e a incoerência dos dados são factores presentes, tornando-se essencial o desenvolvimento de uma ferramenta capaz de centralizar e lidar com grande parte das tarefas executadas no departamento, auxiliando a distribuição de serviço docente. Este documento começa com o estudo detalhado do contexto onde a ferramenta desenvolvida será utilizada, definindo a base tecnológica mais apropriada. Posteriormente, é realizada uma análise cuidadosa de todas as tarefas que farão parte da aplicação, permitindo a definição do modelo do domínio, a base estrutural de toda a plataforma. Para permitir a interacção com os utilizadores, foram desenvolvidas interfaces Web inteligentes que tornam a execução dos procedimentos mais dinâmica e fácil. As soluções da plataforma foram testadas em serviço com utilizadores reais e processos reais realizados no DETI. Como consequência, a manutenção também foi um factor a tomar em conta. Toda a plataforma foi desenvolvida a pensar em futuras evoluções. Através da centralização de informação e da suportada extensibilidade das suas funcionalidades, abre as portas para a elaboração de um conjunto de tarefas que prometem trazer valor acrescentado à organização interna dos departamentos universitários. ABSTRACT: The social evolution conducted to a strong development of new concepts and knowledge requirements, which was mainly reflected in increased information and educational needs. So, the number of students on the educational institutions as grown, emerging more majors and consequently the need of more professors. In this context, the complexity and the number of tasks needed to organize the educational institutions increased, becoming very hard its arrangement without the support of informatic tools. DETI (Department of Electronics, Telecommunications and Informatics of University of Aveiro) was not an exception and started to develop applications capable of supporting organization. However, the high decentralization and incoherence of data are still present factors. Thus, the need to develop a platform capable of centralizing and dealing with most of the running tasks inside a department of a university appeared, helping the teaching distribution service. The work begins with a detailed study about the context where the developed tool will be used by defining the more appropriate technological base architecture. Furthermore, it is performed a careful analysis of all the tasks that will be part of the application in order to enable the definition of the domain model, the structural base of the whole platform. To allow the interactions with the users, intelligent Web interfaces were developed making the execution of procedures more dynamic and easy. The platform solutions were tested in-service with real users and timelines of processes running at DETI. As a consequence, the maintenance was also taken into account. The platform was developed keeping future evolutions in mind. Due to the centralization and supported extensibility of its functionalities, it opens the doors to the elaboration of a set of tasks that promise added value to the internal organization of the departments in a university.

Denna studies syfte är att synliggöra vilket förändringsarbete som sker inom den kommunala verksamheten när organisationer går från en hieraktiskt organisationsstruktur till en processinriktidad organisation. Studien genomfördes i en svensk kommun och fallstudie användes som metod. Den data som samlades in bestod av intervjuer av individer involverade i projektet, dokumentation och egna observationer. Analysen som gjordes på fallstudien utgick från fyra olika förändringsperspektiv. Genom perspektiven kan djupare förståelse skapas för det som händer i en organisation i förändring. Enligt studien ses förändringen som någonting positivt, men nya organisatoriska hinder uppstod till följd av det nya samarbetet. Bland annat strukturella problem på hur de olika organisationerna ska vara fristående men ändå samarbetande. Studien visar på att betrakta orgranisationen ur flera perspektiv kan ge djupare förståelse av vilka effekter det får på organisationen. Bland annat kan samma situation uttrycka sig annorlunda beroende från vilket perspektiv som betraktras. Vår slutsats är att kommunal verksamhet är komplex och mycket svår att förstå. Avtal mellan kundtjänst och förvalting kan ses som enkla instruktioner till kundtjänstpersonalen. Genom flerperspektivanalys kan dessa instruktioner få en ny innebörd och visa på oförutsedda effekter för hela organisationen.

The South African hospitality industry, and more specifically the accommodation sector, is a booming industry within South African Tourism. Annually thousands of tourists, nationally and internationally, come to stay in accommodation establishments which offer a variety of services to guests (South Africa, 2009:499). What differentiates one accommodation establishment from another is the type and quality of service offered to guests. This service offered to guests can only be generated by manual labour, namely by employees. Front Office Employees in particular have direct and continual interaction with guests; Front Office Employees deliver the services required by guests and ultimately determine the satisfaction experienced by guests. A well–known saying goes "Happy workers make happy customers". The core of this saying is therefore that Front Office Employees, who experience a Quality of Work Life, will ultimately deliver exceptional service and lead the accommodation establishment to be more productive and more profitable. Quality of Work Life comprises a variety of life domains which need to be satisfied and fulfilled to result in an employer being happy. These life domains include Health and safety, Economic and family issues, Social issues, Esteem issues, Actualisation issues, Knowledge issues, Creativity and aesthetic issues, Feelings about the establishment, Management and Leisure issues. Satisfaction with these various life domains will therefore lead to a good Quality of Work Life and overall good Quality of Life being experienced. However, few studies have been conducted on the Quality of Work Life experienced within accommodation establishments and more specifically that of Front Office Employees. When employees experience a good Quality of Work Life, the accommodation establishment can expect various long–term advantages, such as higher employee productivity, lower turnover and absenteeism, increased loyalty and commitment towards the establishment and increased overall profitability. Hence in order to ensure accommodation establishments deliver excellent quality service to their guests and fulfil their needs entirely, it is essential to better understand the Front Office Employees who directly deal with the guests. This understanding can be gained by obtaining a clearer understanding of how Front Office Employees experience Quality of Work Life and the various life domains they are not satisfied with. By developing an in–depth knowledge of the Front Office Employee and how satisfied they are with their Quality of Work Life, greater satisfaction can be ensured, which will ultimately lead to the accommodation establishment being more productive and more profitable. The main goal of this study was to determine whether Front Office Employees are satisfied with their overall Quality of Work Life. In order to achieve this goal, the study comprises two articles. The research underpinning both of the articles was conducted at a specific South African resort group in June 2009 and a specific hotel group of South Africa in March 2010. A self–administrated questionnaire was distributed to the various units, according to an availability sampling method which focuses on respondents available and willing to fill in the questionnaire. A total of two hundred and ninety two (292) questionnaires were completed during the survey. From these questionnaires, data were obtained and results analysed. The first article was titled "Quality of Work Life: a comparative study of a resort group and hotel group Front Office Employees". The main purpose of this article was to determine whether Front Office Employees in the hotel group experience the same degree of Quality of Work Life as the resort group Front Office Employees. This article highlighted the importance of Front Office Employees, since they are the first and continual contact guests have with an accommodation establishment. These Front Office Employees therefore determine the type of service experienced by guests and the satisfaction they derive from it. In order for Front Office Employees to deliver quality service, the Front Office Employees should experience a Quality of Work Life. To achieve the objectives of this article, a Confirmatory Factor Analysis was first done to confirm the various life domains of Quality of Work Life as well as the various mean readings for each life domain. In addition to this, an independent t–test was performed to compare the Front Office Employees of the hotel group, with the resort group Front Office Employees with regard to how they experience their Quality of Work Life. The practical significance of the various life domains was determined in practice, by looking at the Cohen d–value. By means of the Confirmatory Factor Analysis it was determined that each life domain consisted of certain factors, ultimately leading to the concept of Quality of Work Life. With the comparison drawn between the hotel group Front Office Employees and the resort group Front Office Employees can it be accepted that the hotel group Front Office Employees are more satisfied with their Quality of Work Life than is the case with the resort group Front Office Employees. The life domains identified as having a practical visible difference effect in practice were determined. These results can therefore be utilized by human resource managers in accommodation establishments as areas on which to focus in order to improve the Quality of Work Life offered to Front Office Employees and thus the quality of service rendered to guests, which would then inevitably have an impact on the profitability of the establishment. The second article was titled "The effect of leisure life of hotel group Front Office Employees on their Quality of Work Life." The main purpose of this article was to determine the overall effect of leisure life, which is classified as one of the life domains of Quality of Work Life, on the various other life domains of Quality of Work Life. The life domain Leisure life had two factors which were identified by a confirmatory factor analysis. Once the factors had been confirmed, the relationship between Leisure life and the various other life domains were determined. The results of this research revealed that there is a relationship between leisure life and the other various life domains constituting Quality of Work Life. Hence the results are imperative for human resource managers of accommodation establishments, as the importance of leisure in Front Office Employees' lives as well as the various other life domains on which it has an impact have been indicated. Overall, the research revealed that Front Office Employees of the hotel group are more satisfied with their Quality of Work Life than is the case with the Front Office Employees of the resort group. Furthermore, the importance of Front Office Employees' leisure life was indicated by the relationship it has with the various other life domains, ultimately leading to a Quality of Work Life. This newly obtained knowledge of Front Office Employees of accommodation establishments can be applied by human resource managers in an effort to ensure that these employees experience a good Quality of Work Life which will lead the accommodation establishment to be more productive, efficient and profitable due to happier employees.
Thesis (M.A. (Tourism))--North-West University, Potchefstroom Campus, 2011.

In spite of the increasing importance of the service industry, it has failed to receive much attention from researchers. This lack of attention is especially true of the hospitality segment of the service industry, and consequently, almost no attention has been paid specifically to hotels and motels. This study explores the possible reasons for poor or inadequate service by attempting to first identify the important complexity variables of service, and second to evaluate how those variables relate to employee attitudinal reactions to their job. A total of sixteen job characteristics, theorized to have a positive effect on service complexity, were empirically tested against attitudinal reactions measures. The data was collected from 212 front office employees in 25 different hotels and motels. This study modified and evaluated an instrument (The Job Diagnostic Survey) that may be used to measure both complexity and attitudinal reaction variables. The modifications included the addition of nine new complexity variables. The results concluded that the modified instrument was internally reliable at an acceptable level for new research, and that there was strong evidence to support content validity and nomological validity measures which tended to favor the original variables over the newly proposed complexity variables. Implications of this study highlight the fact that there is considerable uncertainty in the measurement of hotel/motel service operations. Therefore, additional research is necessary to more completely define the characteristics of service complexity and then to measure its effects on employee attitudes.
Ph. D.

The service companies have been suffering, in the last years deep modifications deriving from factors such as the globalization, competitiveness, technological progress and the consumer's new profile, more demanding and conscious about his rights. These factors had forced the service organizations to search for information about their customers' preferences, mainly, when it is about financial institutions that represent accelerated transformations in the market. The main objective of this work is to evaluate the interaction between the customer and the service providers with the purpose of proposing suggestions of improvement in the quality of services and to contribute with information that might be indeed useful, capable to trigger improvement actions in the level of bank agencies. So through a research of quantitative because they emphasize the casual relationship between variables and not processes. The investigation is intentionally inserted in a structure of free value. The results showed that l general the customers are satisfied with services provided by the bank agency. On the other hand, we can see the difference when compared the employees' perception with the customers, for example, about the patience and objectivity ", the employees affirm that 25,0% of customers are satisfied, while the customers' perception, related to satisfaction is 35,0%. Therefore, the employees of front line interact directly with customers, but, they don't get to notice this satisfaction.
As empresas de serviço têm sofrido, nos últimos anos, profundas modificações decorrentes, sobretudo, de fatores como a globalização, a competitividade, os avanços tecnológicos e o novo perfil do consumidor, mais exigente e consciente de seus direitos. Estes fatores têm forçado as organizações de serviços buscarem informações sobre preferência de seus clientes, principalmente, quando se trata de instituição financeira que apresenta transformações aceleradas no mercado. O objetivo principal, deste trabalho é avaliar a interação entre o cliente e o prestador de serviço com a finalidade de propor sugestões de melhoria na qualidade dos serviços e contribuir com informações que possam ser efetivamente úteis capazes de desencadear ações de melhoria ao nível de agências bancárias. Assim, através de uma pesquisa de natureza qualitativa, classificada também como descritiva, uma vez que a realização deste estudo se baseou na opinião de pessoas relacionadas diretamente com o trabalho desenvolvido; e quantitativa, pois enfatizam o relacionamento causal entre variáveis e não entre processos. A investigação é intencionalmente inserida em uma estrutura de livre valor. Os resultados mostraram que de modo geral os clientes estão satisfeitos com os serviços prestados pela agência bancária. Por outro lado, percebe-se a diferença quando comparada percepção dos funcionários com a de clientes, por exemplo, quanto à paciência e objetividade , os funcionários afirmam que, 25,0% dos clientes se encontram satisfeitos, enquanto que à percepção dos clientes, quanto à satisfação é de 35,0%. Portanto, os funcionários da linha de frente, interagem diretamente com os clientes, mas não conseguem perceber esta satisfação.

Depuis leur identification comme structures favorisant l’apprentissage et le transfert de connaissances entre les membres de l’organisation, les Communauté de Pratique (CP) ont attiré l’attention de plusieurs praticiens en management, mais aussi des chercheurs qui ont mis en avant leurs rôles opérationnels dans les organisations (Lave et Wenger 1991 ; Brown et Duguid, 1991 ; Wenger 1998 ; Smith et Farquhar 2000 ; Lesser et Stork 2001 ; Mc Dermott 2002 ; Guérin 2005 ; Schenkel et Teigland, 2008 ; Hemmasi et Csanda, 2009), et d’autres se sont efforcés à identifier leurs caractéristiques épistémiques et structurelles (Wenger 1998 ; Chanal 2000 ; Cohendet et al., 2003 ; Blunt, 2003 ; Josserand et St Leger, 2004 ; Guérin 2005 ; Thompson 2005.). Cependant, il existe peu d’études systématiques sur la contribution des Communautés de Pratique (CP) à la performance de leurs membres. Ce lien reste encore à caractériser. Ceci a amorcé donc notre volonté pour nous pencher sur ce sujet. La CP est toujours présentée comme émergente et ancrée dans l’organisation dans laquelle elle évolue. Son émergence est principalement expliquée par l’écart qui existe dans les organisations entre le travail prescrit et le travail réel auquel les salariés font face (Lave et Wenger, 1991 ; Brown et Duguid 1991 ; Wenger, 1998 ; Schenkel et Teigland, 2008). Notre petite expérience en tant que salarié dans le front-office d’une organisation de service nous a permis de constater ledit écart et nous avons commencé alors à nourrir notre réflexion à propos de ce contexte. Les théoriciens s’intéressant aux entreprises de service ont présenté le contexte de ces dernières comme marqué par des situations multiples et variées, imprévisibles et délicates à gérer. C’est ce qui provoque un écart entre ce qui est prescrit par les règles organisationnelles et le travail réel tel que réalisé par les agents. En d’autres termes, les modes opératoires prescrits ne couvrent pas toutes les situations possibles et se montrent parfois incapables de résoudre certains problèmes. L’instabilité des situations qui provoque cet écart dans le contexte des relations de service, est due et imputée essentiellement à la participation du client au processus d’élaboration de service : la « coproduction » du service (Eiglier et Langeard, 1987 ; Hatchuel, 1996 ; Gadrey 1996 et 2002 ; Hanique et Jobet, 2001 ; Pichault et Zune, 2000 ; David, 2001 ; Bouzit, 2001 ; Hubault et Bourgeois, 2001 ; Zarifian, 2002 ; Jeantet, 2003, etc.). Ce contexte des relations de service nous a semblé particulièrement pertinent pour mener notre analyse relative aux CP. Toutefois, la multiplication des divisions dans les entreprises de service (front-office et back-office) rendait difficile d’aborder les relations de service dans leur globalité. Ceci nous a conduit à délimiter notre terrain et à centrer notre étude davantage sur une des sphères la composant. Nous avons alors choisi de nous intéresser à l’univers des front-office. Enfin, et étant donné que notre thèse s’inscrit dans les sciences de gestion, et plus précisément dans le volet relatif à la Gestion des Ressources Humaines (GRH), nous avons alors pensé à tirer quelques enseignements pour les pratiques de GRH dans les organisations. En fait, il s’agit d’une tentative de rapprochement du concept de CP et la GRH qui donne une certaine originalité à notre travail. Ceci nous permet de sortir un peu du courant commun et dominant dans le champ d’étude des CP, où les contributions sont souvent inscrites essentiellement dans l’approche du management des connaissances dans les organisations
The Communities of Practice (CP) are identified as conductive structures for learning and knowledge transfer between members of the organization. Besides practitioners in management, many researchers were interested in these groups. Some have highlighted their operational roles in organizations (Lave et Wenger 1991 ; Brown et Duguid, 1991 ; Wenger 1998 ; Smith et Farquhar 2000 ; Lesser et Stork 2001 ; Mc Dermott 2002 ; Guérin 2005 ; Schenkel et Teigland, 2008 ; Hemmasi et Csanda, 2009), and others have tried to identify their structural and epistemic characteristics (Wenger 1998 ; Chanal 2000 ; Cohendet et al., 2003 ; Blunt, 2003 ; Josserand et St Leger, 2004 ; Guérin 2005 ; Thompson 2005.). However, the link between such communities and employee performance is seldom investi¬gated, especially in service firms. This has encouraged us to conduct our study on the relationship between CP and member’s performance in the context of service relationships and more specifically in the front office of these companies. Furthermore, our thesis is part of the Human Resource Management sciences, and we aim to draw some lessons for HRM practices in organizations. This is an attempt to bring the concept of CP and HRM that gives a certain originality in our work. This allows us to get some current common and dominant in the field of study of CP, where contributions are often recorded mainly in the approach to Knowledge Management in organization. • Our problemOur problem is based on the understanding and analysis of the CP's links with the performance of its members. The CP does contribute to the performance of its members in service relationships? To develop these questions, we decided to decompose it as follows:- Is there link between membership of an employee to a CP and its performance in the context of service relationships?- If this link exists, how this last one is built? What are the different mechanisms by which it was constuct in service relationships?- If this link exists, what are the lessons that may have drawn some HRM practices in organizations? • Our Method Following several authors’ advices, we turned in our empirical part to the case study approach. Un empirical work investigating a contemporary phenomenon in its context of real life (Yin, on 1994; Eisenhardt, on 1989 ; Baumard and Ibert, on 1998; Hoepfl, on 2007; Giordano, 2003) Our study is led in the front-office of two public organizations and in a bank (private sector). Eight units composing these devices of reception were studied : four call centers and four reception desks. Our study revealed interesting results. They have greatly enriched the knowledge in the various areas covered, as well as lessons for certain practices in organizations

Depuis leur identification comme structures favorisant l'apprentissage et le transfert de connaissances entre les membres de l'organisation, les Communauté de Pratique (CP) ont attiré l'attention de plusieurs praticiens en management, mais aussi des chercheurs qui ont mis en avant leurs rôles opérationnels dans les organisations (Lave et Wenger 1991 ; Brown et Duguid, 1991 ; Wenger 1998 ; Smith et Farquhar 2000 ; Lesser et Stork 2001 ; Mc Dermott 2002 ; Guérin 2005 ; Schenkel et Teigland, 2008 ; Hemmasi et Csanda, 2009), et d'autres se sont efforcés à identifier leurs caractéristiques épistémiques et structurelles (Wenger 1998 ; Chanal 2000 ; Cohendet et al., 2003 ; Blunt, 2003 ; Josserand et St Leger, 2004 ; Guérin 2005 ; Thompson 2005.). Cependant, il existe peu d'études systématiques sur la contribution des Communautés de Pratique (CP) à la performance de leurs membres. Ce lien reste encore à caractériser. Ceci a amorcé donc notre volonté pour nous pencher sur ce sujet. La CP est toujours présentée comme émergente et ancrée dans l'organisation dans laquelle elle évolue. Son émergence est principalement expliquée par l'écart qui existe dans les organisations entre le travail prescrit et le travail réel auquel les salariés font face (Lave et Wenger, 1991 ; Brown et Duguid 1991 ; Wenger, 1998 ; Schenkel et Teigland, 2008). Notre petite expérience en tant que salarié dans le front-office d'une organisation de service nous a permis de constater ledit écart et nous avons commencé alors à nourrir notre réflexion à propos de ce contexte. Les théoriciens s'intéressant aux entreprises de service ont présenté le contexte de ces dernières comme marqué par des situations multiples et variées, imprévisibles et délicates à gérer. C'est ce qui provoque un écart entre ce qui est prescrit par les règles organisationnelles et le travail réel tel que réalisé par les agents. En d'autres termes, les modes opératoires prescrits ne couvrent pas toutes les situations possibles et se montrent parfois incapables de résoudre certains problèmes. L'instabilité des situations qui provoque cet écart dans le contexte des relations de service, est due et imputée essentiellement à la participation du client au processus d'élaboration de service : la " coproduction " du service (Eiglier et Langeard, 1987 ; Hatchuel, 1996 ; Gadrey 1996 et 2002 ; Hanique et Jobet, 2001 ; Pichault et Zune, 2000 ; David, 2001 ; Bouzit, 2001 ; Hubault et Bourgeois, 2001 ; Zarifian, 2002 ; Jeantet, 2003, etc.). Ce contexte des relations de service nous a semblé particulièrement pertinent pour mener notre analyse relative aux CP. Toutefois, la multiplication des divisions dans les entreprises de service (front-office et back-office) rendait difficile d'aborder les relations de service dans leur globalité. Ceci nous a conduit à délimiter notre terrain et à centrer notre étude davantage sur une des sphères la composant. Nous avons alors choisi de nous intéresser à l'univers des front-office. Enfin, et étant donné que notre thèse s'inscrit dans les sciences de gestion, et plus précisément dans le volet relatif à la Gestion des Ressources Humaines (GRH), nous avons alors pensé à tirer quelques enseignements pour les pratiques de GRH dans les organisations. En fait, il s'agit d'une tentative de rapprochement du concept de CP et la GRH qui donne une certaine originalité à notre travail. Ceci nous permet de sortir un peu du courant commun et dominant dans le champ d'étude des CP, où les contributions sont souvent inscrites essentiellement dans l'approche du management des connaissances dans les organisations. Pour réaliser ce rapprochement, nous avons emprunté certaines notions issues de la théorie des CP pour tenter de les intégrer dans certaines problématiques du champ de la GRH. Notre but est d'essayer de proposer quelques perspectives (innovantes) pour enrichir la connaissance dans ce champ et pour améliorer les pratiques dans cette fonction qui gère l'emploi et plus rarement les pratiques professionnelles quotidiennes des employés. Les différents éléments présentés ci-dessus nous ont encouragé à mener notre étude à propos du lien entre les CP et la performance de leur membres, dans le contexte des relations de service et plus précisément dans les front-office de ces entreprises, avec l'espoir d'en tirer quelques enseignements pour la GRH dans les organisations. * Objet et objectifs de la recherche L'objet de notre recherche s'articule autour du lien qu'entretient la CP avec la performance de ses membres. Notre objectif visé ici est triple : - Décrire et analyser l'émergence des CP dans le contexte organisationnel des relations de service ; - Comprendre et expliciter si ces CP dans les entreprises de service contribuent à la performance de leurs membres ; - Enfin, tenter de tirer certains enseignements pour la GRH, tant sur le plan conceptuel qu'opérationnel. * Notre problématique Notre problématique s'articule autour de l'appréhension et l'analyse des liens qu'entretient la CP avec la performance de ses membres. La CP contribue-t-elle à la performance de ses membres dans les relations de service ? Pour développer ce questionnement, nous avons décidé le décomposer comme suit :  Existe-il un lien entre l'appartenance d'un salarié à une CP et son niveau de performance dans le contexte des relations de service ?  Si ce lien existe, comment ce lien est-il construit ? Quels sont les différents mécanismes qui permettent sa construction dans les relations de service ?  Si ce lien existe, quels sont les enseignements que l'ont peut tirer pour certaines pratiques de GRH dans les organisations ? * Notre méthodologie Visant à étudier et explorer un phénomène particulier dans un contexte déterminé, nous avons recouru dans notre démarche à l'approche qualitative (Yin, 1994 ; Baumard et Ibert, 1998 ; Hoepfl, 2007). En effet, notre objet d'investigation s'articule autour du phénomène des CP et du travail des agents (la coproduction) dans les relations de service, dans le but d'appréhender si et comment l'émergence de ces CP peuvent contribuer à la performance de leurs membres dans leur activité quotidienne. Ceci plaide pour le recours à l'approche qualitative, dans le sens où cette approche est particulièrement intéressante pour rechercher les significations et comprendre des activités dans des situations uniques et/ou fortement contextualisées (Giordano, 2003). En suivant les conseils de plusieurs auteurs, nous avons recouru dans notre partie empirique au dispositif de l'étude de cas, c'est-à-dire à un travail empirique investiguant un phénomène contemporain dans son contexte de vie réelle (Yin, 1994 ; Eisenhardt, 1989 ; Baumard et Ibert, 1998 ; Hoepfl, 2007; Giordano, 2003 ; ). L'étude de cas peut être unique ou multiples (Eisenhardt, 1989 ; Yin 1994, 2009 ; Wacheux, 2005). En ce qui nous concerne, nous avons choisi de procéder à une étude de cas multiples afin de pouvoir comparer les cas (Yin 1994) et ainsi favoriser la génération de théories ou la confirmation de théories susceptibles d'être généralisées (Roussel et Wacheux, 2005). Notre étude est menée dans les front-office de deux organisations ayant un statut d'établissements parapublics et dans une banque (secteur privé). Huit unités composant ces dispositifs d'accueil ont été étudié : Quatre centres d'appels et quatre guichets. Les résultats obtenu de notre étude se présentent comme particulièrement intéressants. Ils ont permis d'enrichir considérablement les connaissances dans les différents domaines abordés, ainsi que de tirer des enseignements pour certaines pratiques dans les organisations.

Even though the concept of empowerment has received considerable attention in previous research, the role that empowerment, or the lack of it, plays in particular situations is still under-researched. How employee empowerment may influence the service recovery performance of employees is a relatively new research area. Therefore, this study investigates the relationship between employees' empowerment (structural empowerment and psychological empowerment) and service recovery performance in front office department in five star hotels in Jordan. The research model for this study suggests direct relationships which are structural empowerment and psychological empowerment influence employees' service recovery performance and this in turn will affect customer satisfaction on the one hand, and indirect relationships through experience, managerial support and training on the other hand. A self-developed questionnaire was used to test the study's model. A total of 525 questionnaires were distributed to front office department employees in all five star hotels in Jordan. 310 questionnaires were returned and of these 298 usable questionnaires were used in the analysis. A series of Exploratory Factor Analyses were used to check the dimensionality and validity of the scales used while Cronbach's Alphas were calculated to assess the internal consistency of the scales used and hence their reliability. In addition, convergent and discriminant validity were used to make sure that the results afterwards are valid. The results indicated that all the scales used in the study are valid and reliable. The results of this study show that empowering front office department employees in five star hotels in Jordan is an effective strategy that influences positively on service recovery performance and ultimately on customer satisfaction (CS). More specifically, the results indicate that structural empowerment (SE) positively influences employees' psychological empowerment (PE). It also shows that psychological empowerment partially mediates the relationship between structural empowerment and service recovery performance (SRP). The results also show that experience (EX), managerial support (MS) and training (TR) partially mediate the relationship between empowerment (both SE & PE) and service recovery performance (SRP). Finally, the results show that employees' service recovery performance positively influences employees' perception of customer satisfaction. Thus, it becomes evident that management need to understand the need to create an environment where employees feel that they have the autonomy and authority to act independently so that in response they are more able to deliver high levels of service recovery performance and achieve high levels of customer satisfaction. The results of this research provide insights that can inform the direction of future that can be research into this important topic built upon by other researchers and practitioners, and take into consideration the important aspects that are related to employees' empowerment and service recovery performance in the hospitality industry.

Made available in DSpace on 2010-04-20T20:20:26Z (GMT). No. of bitstreams: 0 Previous issue date: 1999-11-18T00:00:00Z
Trata das mudanças que já começaram a ocorrer no contexto empresarial e que regerão a nova economia do século xxi. Enfoca as novas exigência dos clientes, que se tornarão cada vez mais sofisticados e demandarão transformações nas atividades de front office. As empresas vencedoras estarão alicerçadas em três pilares principais: relacionamento de aprendizado com os clientes, liderança que promova a adaptação e recursos humanos autogerenciados.

This study focused on the hotel front office management course and how this course and related topics were taught in hospitality management programs. The results of the study can guide faculty in developing and expanding the hotel front office management course, related textbooks and teaching resources to best prepare students to meet the future needs of the lodging industry.

The Australian stockbroking sector has been at the forefront of integrating information systems (IS) in its daily operations. Trade and clearance account for a large percentage of processes undertaken in a brokerage house. Upon integration of IS, the trade and clearance processes of the sector were centralised and the institutional arrangements of the sector were transformed. Centralisation also meant that this large percentage of processes was directly controlled by the Australian Stock Exchange (ASX) and the Australian Securities and Investment Commission (ASIC). Although the integration of IS was intended to rationalise the trading regime and make the process of brokerage identical across the industry, there are many types of brokerage houses - each catering to a specific group of customers. This interplay between the intent to homogenise the sector by the regulatory authority and the move by the brokerage houses to strategically differentiate from peers motivated this research to explore the dynamics of the diffusion of IS adoption and its resultant structural changes in the stockbrokerage sector.

Rapporten utreder de speciella karaktärsdragen en kundanpassad produktion har på företagen Eaton Corporation, Hengelo i Nederländerna och Ge Healthcare, Uppsala i Sverige. En djupgående utredning av vad företagen i fråga gör för att reducera misstag vid internationell order. Alltså det som sker från att säljavdelningen får kontakt med kunden till att Projektledare/orderhanterare får beställningen. Fallgroparna vid internationell order som tas upp är t.ex.: kunskapsgap från säljsidan, inga standardiserade dokument för order, skräddarsydda lösningar utan moduler i ERP systemet, ERP system som inte uppdateras systematiskt, kundanpassade produkter, budgeteringsmall beroende på ERP system och vilket land budgetering sker i, restriktioner i ERP systemet, kommunikationsprotokoll mellan berörda avdelningar, integrationen mellan de berörda avdelningarna, kommunikation mellan de berörda avdelningarna och kundens inblandning i projektet. Det som syns genom studien är att företagen är fullt medvetna om att det sker misstag vid Front Office men väljer att inte kvantifiera eller analysera sina misstag. Företagen väljer istället att komma på andra lösningar som att sätta in nya procedurer och protokoll som har syfte att minska misstagen. Fast detta görs utan någon utredning av vad som är källan till misstagen eller vetskap om hur många misstag som görs eller vilka som är de mest kritiska. Som avslutning görs en analys över företagens tillvägagångssätt för att reducera misstagen samt rekommendationer för vad som bör göras ytterligare för att minska misstagen.
This study investigates the special characteristics of a customer specified production in two companies, Eaton Corporation, Hengelo, The Netherlands and GE Healthcare, Uppsala Sweden. It includes a deep investigation of what the companies in question do to reduce mistakes in an international order. That meaning from the point that Sales department issues an order until order managers/project managers get it in their hands, all the steps in between. The fall pits in international orders are brought up e.g. knowledge gap from the sales department, non standardized documents for orders, customized solutions without modules in the ERP System, ERP Systems that are not systematically updated, customer specified products, regional budgeting templates, Restrictions in the ERP System, Communication protocols between the involved departments, the alignment between the involved departments and the customers involvement in the project. One thing that is noticeable throughout the report is that the companies are fully aware that mistakes are commonly made in the Front end but choose not to quantify nor do they analyze the mistakes. Instead they choose to implement procedures and protocols to reduce these mistakes, but this is done without any analysis of what the source for these mistakes are neither do they know how many are made or which ones that are the most critical. As a closure there is an analysis over the companies approach to reduce mistakes and recommendations of what that has to be done to further reduce the mistakes in the Front end.

Customer Relationship Management (CRM) har fått ökad uppmärksamhetunder de senaste decennierna. Sökningar i vetenskapligaartiklar och litteratur visar att det finns behov av kunskap om CRM ochdess funktionalitet. Företaget som studeras i detta arbete är ett friståendeIT‐ och managementföretag som bland annat erbjuder CRMochERP‐system (Enterprise Resource planning) till kunder i olikabranscher. Företaget upplever att kunderna har olika behov och uppfattningarom funktionaliteten inom CRM‐system och även kring CRMfunktionalitetsom kan finnas i andra system såsom ERP‐system. Detfinns funktionalitet inom kundernas ERP‐/ekonomisystem som kanöverlappa funktioner i CRM‐system. Syftet med denna studie är attskapa en ökad förståelse för CRM‐systemens roll och dess funktioner.Resultatet baseras på ett slumpmässigt urval av åtta företag inom olikabranscher som hör till både små och medelstora företag. Undersökningenhar genomförts med hjälp av intervjuer med personer som är insatta iföretagens kundhantering. Information om företagens nuvarande CRMsystem,behov av CRM‐funktioner och egenskaper inom ERP‐/ekonomisystemen som svarar mot de önskade CRM‐funktionernainsamlades. Resultatet visar att företagens behov av nya system kanrealiseras genom utveckling av befintliga system istället för nya system.Det visar också att företagens ERP‐/ekonomisystem enbart används förekonomiärenden och inte för någon CRM‐funktionalitet. Små ochmedelstora företag löser sina CRM‐ärenden med separata IT‐lösningar.
During recent decades, Customer Relationship Management (CRM) hasbeen receiving increased attention. Searches within scientific articles andliteratures show that there is a need for increased knowledge in CRMand its functionality. The company studied in this work is an independentIT and management company that provides CRM and ERP systemsto customers in various industries. According to the companyʹs experience,their customers have different requirements and expectations ofthe functionality within CRM systems and also of the CRM functionalitythat can be found in other systems, such as ERP systems. There isfunctionality within the customersʹ ERP‐/financial systems which mayoverlap functions in the CRM system. The purpose of this study is tocreate a greater understanding of CRM systemsʹ role and its functions.The results are based on a random sample of eight companies in Sweden,within various industries, which are both small and medium sized.The survey was conducted by means of interview sessions with respondentswho are familiar with the company‐customer relationshipmanagement. Interview opportunities concern the collection of informationregarding the CRM functions and features within the ERP‐/financial systems of a current CRM system, which correspond to thedesired CRM functionality. The result shows that the business needs ofnew systems can be realized through the development of existingsystems rather than new systems. It also shows that the companiesʹ ERP‐/financial systems are used purely for financial matters and not for CRMfunctionality. Small and medium‐sized enterprises solve their CRMissues and financial matters by means of separate IT solutions.

Ce travail de recherche porte sur l’évaluation du système d’information (SI) bancaire de front-office. Àtravers un cadre d’analyse sociotechnique, nous avons cherché à identifier les variables et leurs liens àprendre en compte pour évaluer le succès perçu du SI auprès des utilisateurs. La proposition centrale est quele succès perçu du SI bancaire de front-office dépend à la fois de caractéristiques techniques et sociales.Aussi, les spécificités du monde bancaire, l’évolution de l’environnement aussi bien réglementaire queconcurrentiel, nous ont convaincus de la nécessité d’une évaluation appropriée au domaine bancaire. C’estpourquoi ce travail de recherche est composé d’une part d’une approche qualitative exploratoire afind’identifier les variables spécifiques au domaine bancaire, et d’autre part d’une démarche quantitative denature hypothético-déductive.Au final, on propose un modèle composé de huit variables (les qualités de la formation, du système, duservice, de l’information, l’utilisation, la satisfaction, le soutien des managers intermédiaires, les bénéficesnets) expliquant le chemin menant au succès du SI bancaire. L’influence de la participation des utilisateurs àune phase de projet concernant le SI, ainsi que celle des caractéristiques sociodémographiques desrépondants ont été analysées.Ce modèle constitue à la fois un apport théorique, mais aussi managérial puisque les banques disposentmaintenant d’un instrument leur permettant de mesurer le succès de leur SI.Ce travail souligne l’importance de certaines variables, et met en évidence des liaisons spécifiques audomaine bancaire
This research focuses on evaluating the banks’ front office information system (IS). By using asociotechnical analysis frame, we wished to identify the variables and the links that have to be taken intoaccount in order to evaluate the perceived IS success among users. The main proposal is that this perceivedsuccess depends on characteristics which are both technical and social ones. At the same time, we wereconvinced by the bank specificities, rules and competition evolution, that an evaluation, peculiar to the fieldof the banks, is necessary. This is why this research uses at the same time a qualitative approach, to identifythe specific variables in the bank world, and a quantitative approach based on hypothesis and deduction.We finally propose a model showing eight variables (the qualities of the training, the system, the service, theinformation, the use, the satisfaction, the middle managers’ support, the net profit) which enlight the wayleading to the success of bank IS. Both users’ participation to a IS step of a project and the surveyed people’ssociodemographic characteristics were analysed. This model both provides a theoretical and managerialaspect, since the banks now have a tool measuring the success of their Information System. This workemphasizes the weight of some variables and highlights some links specific to the banks field

Les métiers du tourisme emploient un actif sur dix dans l’économie mondiale et affichent une croissance forte. L’hôtellerie doit faire face aujourd’hui à une forte turbulence du marché avec l’apparition de nouveaux acteurs tel que Airbnb, qui concurrencent les groupes hôteliers multinationaux. La complexité croissante de l’environnement exige des chaînes hôtelières une capacité accrue d’adaptation. Les demandes des touristes se diversifiant vers davantage d’expériences et d’authenticité, les hôteliers fondent leurs stratégies sur ces concepts et les diffusent dans les métiers du front office. Ces salariés, qui doivent réaliser un travail émotionnel pour répondre aux attentes organisationnelles d’un service de qualité, se voient prescrire des injonctions parfois paradoxales qui peuvent déboucher sur des comportements de retrait et des cas de déséquilibre émotionnel. Une meilleure compréhension du travail émotionnel et de l’équilibre émotionnel individuel et collectif peut-elle permettre d’optimiser la capacité adaptative dans ces métiers de contact ? Nous proposons un apport original dans la littérature en sciences de gestion en reliant l’équilibre de l’être humain dans son univers de travail à l’équilibre organisationnel dans son environnement concurrentiel. Notre analyse qualitative, multiniveau et transdisciplinaire, guidée par l’approche épistémologique de la pensée complexe d’Edgar Morin, repose sur soixante entretiens d’employés et de managers du front office, et nous éclaire sur les comportements et les vécus émotionnels dans ces métiers à travers la perception de leurs rôles de travail exposés à l’évolution des normes organisationnelles issues de la stratégie des firmes
Tourism employs one out of ten workers in the global economy and is showing very strong growth. The hotel industry is now facing strong market turbulence with the emergence of new players such as Airbnb, who compete with multinational hotel groups. The increasing complexity of the environment requires hotel chains to improve their ability to adapt. The demands of tourists are diversifying more towards experiences and authenticity, and hoteliers are basing their strategies on these concepts and transmitting them to front office jobs. These employees, who must perform emotional labor in order to meet the organizational expectations of a quality service, are prescribed paradoxical injunctions that lead to a multiplication of cases of emotional imbalance among these employees. The same phenomenon is observed among managers who, in addition to monitoring emotional management within their teams, must manage their own emotions. Can a better understanding of emotional labor as well as individual and collective emotional balances serve to optimize the adaptive capacity in these contact teams? We propose an original contribution in the management science literature by linking the balance of the human being in his workplace to the organizational balance in his competitive environment. Guided by Edgar Morin's epistemology of complex thought, we conducted a multilevel and transdisciplinary analysis based on the hoteliers' strategic issues, which are reflected in the organizational norms and in the work roles and experiences of the employees and managers

Eighty one Border Services Officers (BSOs) completed a survey package to explore BSOs’ levels of occupational stress using the Police Stress Questionnaire-Organization (PSQ-Org) and Police Stress Questionnaire – Operational (PSQ-Op). Data analysis explored gender differences, years of service, armed versus unarmed officers and coping styles. Officers reported moderate levels of stress on the PSQ-Org and PSQ-Op across all variables examined. A correlation matrix determined relationships between coping strategies and the PSQ-Org and PSQ-Op. The PSQ-Org was significantly correlated with disengagement coping r = .26, p = < .05 while the PSQ-Op was correlated to both engagement coping r = .28, p = < .05 and disengagement coping r = .35, p = <.01. Gender differences in coping were found as female officers had a significant correlation between engagement coping and the PSQ-Org r = .41, p = < .05 and the PSQ-Op r = .53, p = < .01. Significant correlations between engagement coping and social support coping were also found for female officers r = .67, p = < .01. Male officers reported using disengagement coping which was significantly correlated with all three stress measures PSQ-Org r = .32, p = < .05, PSQ-Op r = .43, p = < .01, and weekly stress r = .32, p = < .05. Qualitative data suggested that BSOs may have experienced role conflict, role ambiguity, and role overload associated with organizational stressors comprised of management style and short staffing. Impact of current study on proactive interventions in the workplace is discussed.

Datormoln, även kallat molnet, är teknik baserad på användande av applikationer och data över Internet. Molnet erbjuder olika typer av tjänster och resurser som t.ex. applikationer och datorkraft. Molntjänster kan underlätta för företag då de kan sänka den annars höga kostnaden för saker som personal, hårdvara, mjukvara och det utrymme detta kräver. Denna rapport kommer svara på frågan ”Vad är moln?” och grundläggande beskriva molnets struktur och funktion, samt olika typer av moln. Rapporten kommer även beskriva ett par olika molntjänster.

About 3850 men of the First Australian Imperial Force were captured on the Western Front in France and Belgium between April 1916 and November 1918. They were mentioned only briefly in the volumes of the Official Histories, and have been overlooked in many subsequent works on Australia and the First World War. Material in the Australian War Memorial has been used to address aspects of the experiences of these neglected men, in particular the Statements that some of them completed after their release This thesis will investigate how their experiences ran counter to the narratives of CEW Bean and others, and seeks to give them their place in Australia???s Twentieth Century experience of war.

Military command is the single most important factor in the conduct of warfare. To understand war and military success and failure, historians need to explore command structures and the relationships between commanders. In World War I, a new level of higher command had emerged: the corps commander. Between 1914 and 1918, the role of corps commanders and the demands placed upon them constantly changed as experiences brought illumination and insight. Yet the men who occupied these positions were sometimes unable to cope with the changing circumstances and the many significant limitations which were imposed upon them. Of the World War I corps commanders, William Birdwood was one of the longest serving. From the time of his appointment in December 1914 until May 1918, Birdwood acquired an experience of corps command which was perhaps more diverse than his contemporaries during this time. He is, then, an ideal subject for a prolonged assessment of this level of command. This thesis has two principal objectives. The first is to identify and assess those factors which limited Birdwood???s capacity and ability to command. The second is to explore the institutional constraints placed on corps commanders during the 1914-1918 war. Surprisingly, this is a comparatively barren area of research. Because very few officers spent much time as corps commanders on their way to higher command appointments and because the role of the corps commanders in military planning and in the conduct of operations was not immediately apparent, their role has been practically ignored. Historians have tended to concentrate on the Army and divisional levels creating a deficient view of higher military command in World War I. However, corps commanders could and did play an important part in planning operations and in military affairs generally. Birdwood???s experience at Gallipoli and in France reflect some of the changes to command structures that were prompted by the successes and failures of operations directed at the corps level. In as much as these two theatres of war were vastly different and Birdwood was confronted with dissimilar problems, it is possible to draw some general conclusions about the evolution of higher command after 1914. Using a wide range of primary and secondary sources located in Australian and British archives, this thesis traces Birdwood???s career as a corps commander at Gallipoli and on the Western Front. It also examines his tenure as G.O.C. of the A.I.F.

The project solves a multifunctional Duma building in a vacant lot, contemplated the construction site is located in Carlsbad, in the street Vyhlíce. This is a protected site spa. Part of the project's layout and structural design of the house. It is a six-storey house with an attic and a basement floor. It is designed as a free-standing in the gap as the final house. The layout is divided into two complete units with their own input. There are spaces for business and residential units for permanent housing. Part of the living area are also room house equipment. Inputs to both parts are wheelchair accessible. The house is not wheelchair The house is designed as a brick building of brick masonry Porotherm the module dimensions of 250 (125) mm with reinforced concrete ceilings. Roofed by a hipped roof. The house is located on a private plot of 519 m2 built-up area of 221 m2. The land is gently sloping. The main orientation of the building to the cardinal's east and west. The south wall is adjacent to the neighboring house.

A presente dissertação de mestrado visa descrever os modelos de prestação front-office multicanal oferecidos aos clientes pelos prestadores de serviços de alojamento turístico. Trata-se de identificar os trajectos front-office pelos quais os clientes podem optar quando pretendem obter o serviço de alojamento de um determinado prestador, isto é, a combinação dos diferentes canais disponibilizados (espaço físico, Internet e telefone) para suporte da prestação das actividades do processo de serviço que envolvem a interacção do cliente, nomeadamente a procura de informação, reserva, estadia e pós-serviço. No que diz respeito à metodologia, foi realizado um estudo exploratório, através da pesquisa de informação de dados secundários e recolha de dados primários por participação directa e entrevistas junto de diferentes categorias de estabelecimentos de alojamento, designadamente: hotéis, hotéis-apartamento, apartamentos turísticos, pousadas, hostels, pensões e residenciais e ainda motéis. A análise dos dados permitiu identificar seis diferentes modelos front-office multicanal, em uso no serviço de alojamento turístico. Estes modelos foram agregados em três classes (A, B e C), em função do número de gestores de canais englobados no modelo. Foi também possível concluir que existem diferenças nos modelos front-office multicanal oferecidos entre as diversas categorias de alojamento e, que tal situação, se deve a factores como os requisitos dos clientes, o grau de conveniência dado aos clientes, a estratégia de exposição e comunicação, os custos de intermediação e a exigência operacional dos estabelecimentos de alojamento.
This dissertation aims to describe the multichannel front-office delivery models offered to customers by providers of accommodation services. It seeks to identify the front-office journeys which customers can choose from when they wish to obtain the service of a particular provider, i.e., the combination of different channels offered by the provider (physical space, internet and phone) to support the provision the activities of the service process involving customer interaction, including information search, booking, stay and post- service. With regard to methodology, an exploratory study was conducted comprising the collection secondary data and primary data through direct participation and interviews with managers of different categories of accommodation providers including: hotels, apartment - hotels tourist-apartments, hostels, pensions and even motels. Data analysis allowed the identification of six different multichannel front-office models in use in accommodation services. These models were grouped into three Classes (A, B and C), depending of the number of channel managers encompassed in the model. It was also possible to conclude that there are differences in multichannel front-office models offered between the various categories of accommodation providers and that this situation is due to factors such as customer requirements, the degree of convenience offered to the customer, the communication strategy, intermediation costs and operational requirements of accommodation providers.

O setor bancário é uma das principais forças de desenvolvimento de uma economia. É, também, um setor que passou por diversas dificuldades ao longo da história, sendo a mais recente a crise económico-financeira de 2007. Neste âmbito, as instituições bancárias tiveram de implementar diversas mudanças no seu campo de ação e viram surgir novas preocupações, relacionadas com as alterações dos mercados. Uma das principais evoluções deste setor foi a nova função comercial atribuída aos colaboradores front-office das agências bancárias. Por outras palavras, os colaboradores front-office têm, em adição à angariação e retenção de clientes, a função de venda de produtos e serviços financeiros. Nesta perspetiva, a sua importância é exponenciada e surge a necessidade de existirem novos métodos de avaliação que se coadunem com as necessidades do banco e do próprio colaborador. Neste sentido, a presente dissertação utiliza uma combinação de técnicas de cartografia cognitiva com a abordagem System Dynamics (SD), com o intuito de produzir um modelo mais informado, robusto e transparente para a avaliação de colaboradores front-office. A dissemelhança entre o modelo que esta dissertação se propõe a elaborar e as atuais práticas de avaliação consiste no facto de as informações recolhidas serem adquiridas, diretamente, junto de especialistas de múltiplos departamentos de bancos comerciais que lidam, numa base diária, com este tema. As implicações práticas do modelo elaborado serão, ainda, objeto de análise, discussão e consolidação.
The banking sector is one of the main drivers of economic development. It is a sector that has been affected by several crisis throughout its history – most recently, the financial and economic crisis of 2007. Hence, banking institutions have to make diverse changes to their procedures and deal with new concerns related to the changes within markets. One of the main developments in this sector is the new commercial function assigned to bank branch front-office employees, who now have been given the responsibility for the sale of financial products and services, in addition to the current duties of recruiting and retaining clients. From this premise, there is a need for new evaluation methods that are in line with the needs of banks and employees. Therefore, this study uses a combination of cognitive mapping techniques with the System Dynamics (SD) approach, in order to provide a well- informed performance analysis system for bank branch front-office employees. The main difference between the model described in the present study and the current evaluation practices is that the information obtained is collected, directly, from multiple specialists from different commercial banks, who deal, on a daily basis, with this study topic. The model’s theoretical and practical implications are also discussed.

Orientação: Elisete Martins
Este trabalho pretende estudar a motivação dos colaboradores de front office, realçando os aspetos relevantes e oportunos da atualidade. A sociedade está a tornar-se cada vez mais exigente, nesse sentido, os princípios, métodos e técnicas de gestão, adquirem um papel crucial nas várias empresas e, em especial, naquelas que estão ligadas ao ramo da prestação de cuidados médicos. Como forma de aferir a motivação destes colaboradores, foi utilizado um questionário que envolveu cerca de 45 profissionais do ramo, distribuídos por três unidades hospitalares, pertencentes a um hospital privado, cuja sua atividade principal é a prestação de cuidados médicos. Após a análise quantitativa e qualitativa dos resultados obtidos, com recurso ao programa estatístico SPSS (Statistical Package for Social Sciences), ficou demonstrado que o principal fator de motivação destes trabalhadores é o salário. Contudo, existe plena consciência da abrangência do tema e da necessidade imperiosa de o continuar a analisar e investigar, uma vez que se reveste de uma crescente importância nas sociedades atuais, estando intimamente associado a seres humanos que, por inerência de fatores associados ao aumento da esperança de vida e a doenças comuns ou raras, cada vez mais exigem cuidados de saúde.
This work aims to study the motivation of the front office workers, to enhance the relevant and suitable aspects in actuality. The society is becoming more and more demanding in this sense, the methods and management techniques achieve a crucial role in the several enterprises, special in those who are connected in the bunch of medical cares. In a way to gauge the motivation of these workers it was used a questionnaire that evolved about 45 professionals of the bunch, of three hospitals units belong to a private hospital, with the principal activity is to providing the medical assistance. After qualitative and quantitative analysis of the results obtained with the SPSS (Statistical Package for Social Sciences) statistical program, it was verified that the main motivating factor is the wages of these workers. However, exist the filled awareness of the range of the theme and the imperious need to continue to analyze and searching him, because of the increasing importance in the actuals societies, been intimated connected to the human being, because of the inherence of the factor that are associated with the predicted duration and common or rare sickness that more and more need medicals cares.

博士
國立彰化師範大學
工業教育與技術學系
98
Abstract Based on the Unified Theory of Acceptance and Use of Technology (UTAUT), this study integrated the system quality and information quality constructs in Information Systems Success (ISS) Model and the computer self-efficacy and computer anxiety constructs in the Social Cognitive Theory (SCT) to explore factors affecting usage of front office systems (FOS) among front office clerks in international tourist hotels. The effects of performance expectancy, effort expectancy, social influence, computer self-efficacy, information quality, and system quality on behavior intention were examined, and in turn the effects of behavior intention, computer self-efficacy, and computer anxiety on actual use behavior were investigated. Finally, the applicability of the proposed model to the usage behavior of FOS among international tourist hotel front office clerks was also verified. The questionnaire survey method was adopted. A pretest questionnaire was developed according to previous literature. The pretest questionnaire was administered to front office clerks in two international tourist hotels in central Taiwan. Later, based on proportionate stratified random sampling, 12 international tourist hotels were selected for the formal survey. A total of 360 questionnaires were distributed, and 290 valid responses were obtained. The valid response rate was 80.1%. The proposed hypotheses were tested through structural equation modeling. Major findings of this study include: a.The front office clerks had highest cognition of performance expectancy and lowest cognition of computer anxiety. b.The difference in their cognition of actual use was the largest, and the difference in their cognition of system quality was the smallest. c.Performance expectancy and social influence had direct effects on behavior intention; behavior intention had direct effects on actual use; both performance expectancy and social impact would indirectly affect actual use via behavior intention. d.Computer self-efficacy would directly influence performance expectancy. e.A direct relationship was found between information quality and performance expectancy and between system quality and effort expectancy; information quality could indirectly influence actual use via performance expectancy and behavioral intention. f.Performance expectancy, effort expectancy, social influence, computer self-efficacy, computer anxiety, information quality, system quality, and behavior intention could explain, both directly and indirectly, 65% variance of usage behavior. The analysis of the moderating effect of the five moderators, including gender, age, seniority, education, and service department, revealed that these moderators had significant influences on various path coefficients. Finally, based on findings in previous literature and empirical evidence in this paper, management implications and suggestions for future research were proposed. Keywords: international tourist hotel, front office system, usage behavior model

JEL Code: J24, M12, M31
As empresas que operam no setor do luxo são impulsionadas para desenvolver e adotar estratégias eficazes a fim de aumentar a competitividade e garantir o sucesso organizacional. Na relação com o mercado, estas empresas identificam segmentos de clientes para adaptar as suas estratégias de atendimento, venda e fidelização através da sua força comercial de contato direto. O paralelo interno desta segmentação de clientes externos não tem sido alvo de estudo sistemático. Pretende-se assim identificar o perfil de competências dos Recursos Humanos em front-office ajustado a cada segmento de mercado do luxo acessível e contribuir para o desenvolvimento da segmentação dos Recursos Humanos. Considerando a sua natureza incipiente, o estudo é indutivo, de metodologia qualitativa e caráter exploratório baseando-se em entrevistas semi-estruturadas para análise de conteúdo. Desta análise resulta a constatação da segmentação interna de competências ajustada a cada segmento externo neste tipo de mercado.
Companies operating in the luxury sector are driven to develop and adopt effective strategies to increase competitiveness and ensure organizational success. In their relation with the market, these companies identify customer segments to tailor their service strategies, sales and loyalty through its direct contact sales force. The internal parallel of this market segmentation has not been systematically researched. The aim of this study is to identify the HR competence profile in the front-office adjusting for each market segment of affordable luxury and thus contribute to the development of HR segmentation. Considering its incipient nature, the study is inductive, with a qualitative and exploratory methodology based on semi-structured interviews for content analysis. This analysis shows that interna HR skills segmentation follows each outer segment in this type of market.

O aumento da competitividade entre as instituições financeiras Moçambicanas tem levado as mesmas a dedicarem bastante atenção à qualidade dos serviços prestados ao cliente. Porém, a concentração da Administração, no delineamento de objectivos estratégicos e concretização de planos comerciais arrojados, deixa, muitas vezes, para segundo plano a qualidade que deve estar presente nos serviços prestados internamente, entre áreas, ou seja, na relação clientefornecedor interno. O presente trabalho discute uma disciplina emergente no contexto organizacional, o Marketing Interno e pretende-se com a adopção deste conceito, melhorar a qualidade do serviço prestado pelo Back-Office ao Front-Office da rede comercial prime do Millennium bim, considerando esta relação como sendo um factor determinante da satisfação do cliente externo. Para tal foram realizados dois questionários, um a 331 clientes com contas domiciliadas nos balcões prime da cidade de Maputo e outro aos 91 colaboradores destes balcões, tendo-se posteriormente analisado os dados obtidos. Apesar da literatura indicar que a satisfação dos clientes internos influencia positivamente a satisfação dos clientes externos, os resultados indicam que há uma relação inversa entre a satisfação dos clientes internos e a satisfação dos clientes externos.
The increase of competitiveness amongst Mozambican financial institutions has led them to dedicate a considerable degree of attention to the quality of the services provided to the client. However, the focus of the Administration in defining strategic objectives and realizing bold commercial plans, often delegates the quality of internal services, between departments, namely the client-internal provider relations to the background. The present work discusses an emerging subject in the organizational context, Internal Marketing and the adoption of this concept aims to improve the quality of the service offered by the Back-Office to the Front- Office of Millennium bim’s prime commercial network, by considering this relationship as a determining factor in the satisfaction of the external client. Hence, two questionnaires were conducted; one to 331 clients with accounts in the prime branches of the city of Maputo and the other to the 91 personnel at those branches, and the collected data was analyzed. Although the literature confirms that the satisfaction of the internal clients influences positively the satisfaction of the external clients, the results show an inverse relation between the satisfaction of the internal clients and the satisfaction of the external clients.

碩士
國立高雄餐旅大學
餐旅管理研究所
102
The development of the Taiwan’s hotel industry has been rapid in recent years. Most hoteliers attempt to provide the best service to customers because the perception that high-quality service resulted customer satisfaction. The front office department is the first and last contact a customer usually has with the hotel. Therefore, they readily shape the customers'' experiences through their service interactions. Providing service that meets customers’ needs is sometimes better than providing service that exceeds customers’ expectations. Previous studies have focused on unmet hotels service expectations, such as having an arrogant attitude, inefficient service, and malfunctioning facilities. However there has been no substantial study on over-service. The primary objective of this study is to explore, from the customer’s perspective, the over servicing provided by the front office employee. Different types of over servicing in the front office are categorized. In addition, attempts were made to understand the customers’ post over servicing consumption repurchase intentions. The critical incident technique was applied to collect data by means of issuing online questionnaires, from which 153 useful incidents were collected. It found out that among the people who experienced over-service, only 26% of them complained and 56% of these customers did not want to visit the hotels again. It indicates that a large percentage of these customers just chose not to maintain any further relationship with the hotel. Studies also found that three incidents of service failure points can be summarized from the service blueprints: bellman service, cross selling and after-sales service. Therefore, companies and managers should re-examine their service blueprints, service contacts in each stage, and service failure points. These could serve as a reference for managers to educate their employees.

Introduction The National Department of Tourism (NDT) identified the underutilisation of tourist attractions as a challenge facing South Africa’s tourism. According to eThekwini Municipality (2014) and Gauteng Provincial Government (2001), domestic business tourists, amongst others, visit tourist attractions. The likelihood of business tourists requesting that hotel front office staff arrange visits to tourist attractions is acknowledged in the literature. There is, however, a dearth of research investigating the relationship between hotel front office staff and business tourists’ intentions to visit tourist attractions (hereafter mostly referred to as business tourists’ visiting intentions). The conceptualisation of this relationship is discussed in the context of hotel front office staff, interest in tourist attractions, and business tourists’ visiting intentions. The proposed mediating role of Interest in tourist attractions is highlighted, which was tested statistically, while evidence is provided that Hotel front office staff, Interest in tourist attractions, and Business tourists’ visiting intentions can serve in a causal Model of Business Tourist’s Intentions of Visiting Tourist Attractions. The inclusion of these constructs in a causal model will enable hotel and tourist attractions managers develop strategies to attract business tourists. Main research question Against the background of Frazier, Tix and Barron’s (2004) and Ro’s (2012) Mediation Model, see section 1.3, the following main research question was proposed for the present study: Is the relationship between Hotel front office staff and Business tourists’ visiting intentions mediated by Interest in tourist attractions in a Model of Business Tourists’ Intentions of Visiting Tourist Attractions? Literature review Based on the main research question, this study resulted in the proposal of a theoretical causal model for the mediating role of tourist attractions and a causal Model of Business Tourists’ Intentions of Visiting Tourist Attractions. The likelihood of the newly conceptualised Interest in tourist attractions as a mediator in the relationship between the Hotel front office staff and Business tourists’ visiting intentions is evident in tourism literature. As far as could be determined, the influence of interest in tourist attractions in the relationship between hotel front office staff and business tourists’ visiting intentions has not been established to date. An extensive literature review was conducted to conceptualise hotel front office staff, interest in tourist attractions, and business tourists’ visiting intentions as constructs to include in the theoretical model from which the causal model was developed. Business tourists’ demographic details were investigated in the context of gender, age, and province. Research design A research design comprises the research approach and research method of a study. In the present research, a cross-sectional survey was conducted to generate the study’s primary data. A statistical study design was adopted for the purpose of conducting factor analysis (FA) and validating the causal model by means of confirmatory factor analysis (CFA) through structural equation modelling (SEM). Furthermore, this study was causal-explanatory, as it explored the mediating role of Interest in tourist attractions. International Business Machines (IBM) software SPSS 22.0 was used to conduct this study’s FA, and IBM SPSS AMOS 22.00 was used for this study’s CFA through SEM. Research method Convenience sampling, which is a non-probability sampling method, was used to select the respondents. The target population was domestic business tourists who stayed at the selected three-star hotel between 15 July 2014 and 15 April 2015. A new measuring instrument was developed to comprehensively investigate hotel front office staff, interest in tourist attractions, and business tourists’ visiting intentions. A seven-point intensity Likert scale was used for all items in the questionnaire. Data were collected by means of a self-administered questionnaire issued to domestic business tourists upon hotel check-in. The sample comprised 282 respondents. Results and discussion Data sets for all constructs were inspected for central tendency, distribution, and missing values. Missing values were replaced by the respective items’ mean score. Once inspected, PCA was conducted to explore the uni-dimensionality of items, and to reduce constructs. All constructs were retained by the PCA, and the achievement of Cronbach alpha scores exceeding .70 confirmed the validity and reliability of constructs (Hotel front office staff, Interest in tourist attractions, and Business tourists’ visiting intentions). PCA was not conducted on Business Tourists’ Visiting Intentions, due to a significant Cronbach’s alpha and the presence of only four items measuring the construct. Pearson’s product-moment correlation revealed positive inter-correlations between dimensions of the constructs Hotel front office staff and Interest in tourist attractions. CFA was conducted to establish the causal Model of Business Tourists’ Intentions of Visiting Tourist Attractions. The establishment of a causal model was followed by exploring the mediating effect of Interest in tourist attractions on the relationship between Hotel front office staff and Business tourists’ visiting intentions. The causal model confirmed that Interest in tourist attractions fully mediates the relationship between Hotel front office staff and Business tourists’ visiting intentions. This successfully answered this study’s main research question. This study makes a unique contribution by establishing a causal Model of Business Tourists’ Intentions of Visiting Tourist Attractions, confirming Interest in tourist attractions as a mediator in the relationship between Hotel front office staff and Business tourists’ visiting intentions. The causal model proves that there is no relationship between Hotel front office staff and Business tourists’ visiting intentions without the indirect connection with Interest in tourist attractions. In support of this study’s results, Yang, Jou, and in tourist attractions, and business tourists’ visiting intentions. A seven-point intensity Likert scale was used for all items in the questionnaire. Data were collected by means of a self-administered questionnaire issued to domestic business tourists upon hotel check-in. The sample comprised 282 respondents. Results and discussion Data sets for all constructs were inspected for central tendency, distribution, and missing values. Missing values were replaced by the respective items’ mean score. Once inspected, PCA was conducted to explore the uni-dimensionality of items, and to reduce constructs. All constructs were retained by the PCA, and the achievement of Cronbach alpha scores exceeding .70 confirmed the validity and reliability of constructs (Hotel front office staff, Interest in tourist attractions, and Business tourists’ visiting intentions). PCA was not conducted on Business Tourists’ Visiting Intentions, due to a significant Cronbach’s alpha and the presence of only four items measuring the construct. Pearson’s product-moment correlation revealed positive inter-correlations between dimensions of the constructs Hotel front office staff and Interest in tourist attractions. CFA was conducted to establish the causal Model of Business Tourists’ Intentions of Visiting Tourist Attractions. The establishment of a causal model was followed by exploring the mediating effect of Interest in tourist attractions on the relationship between Hotel front office staff and Business tourists’ visiting intentions. The causal model confirmed that Interest in tourist attractions fully mediates the relationship between Hotel front office staff and Business tourists’ visiting intentions. This successfully answered this study’s main research question. This study makes a unique contribution by establishing a causal Model of Business Tourists’ Intentions of Visiting Tourist Attractions, confirming Interest in tourist attractions as a mediator in the relationship between Hotel front office staff and Business tourists’ visiting intentions. The causal model proves that there is no relationship between Hotel front office staff and Business tourists’ visiting intentions without the indirect connection with Interest in tourist attractions. In support of this study’s results, Yang, Jou, andin tourist attractions, and business tourists’ visiting intentions. A seven-point intensity Likert scale was used for all items in the questionnaire. Data were collected by means of a self-administered questionnaire issued to domestic business tourists upon hotel check-in. The sample comprised 282 respondents. Results and discussion Data sets for all constructs were inspected for central tendency, distribution, and missing values. Missing values were replaced by the respective items’ mean score. Once inspected, PCA was conducted to explore the uni-dimensionality of items, and to reduce constructs. All constructs were retained by the PCA, and the achievement of Cronbach alpha scores exceeding .70 confirmed the validity and reliability of constructs (Hotel front office staff, Interest in tourist attractions, and Business tourists’ visiting intentions). PCA was not conducted on Business Tourists’ Visiting Intentions, due to a significant Cronbach’s alpha and the presence of only four items measuring the construct. Pearson’s product-moment correlation revealed positive inter-correlations between dimensions of the constructs Hotel front office staff and Interest in tourist attractions. CFA was conducted to establish the causal Model of Business Tourists’ Intentions of Visiting Tourist Attractions. The establishment of a causal model was followed by exploring the mediating effect of Interest in tourist attractions on the relationship between Hotel front office staff and Business tourists’ visiting intentions. The causal model confirmed that Interest in tourist attractions fully mediates the relationship between Hotel front office staff and Business tourists’ visiting intentions. This successfully answered this study’s main research question. This study makes a unique contribution by establishing a causal Model of Business Tourists’ Intentions of Visiting Tourist Attractions, confirming Interest in tourist attractions as a mediator in the relationship between Hotel front office staff and Business tourists’ visiting intentions. The causal model proves that there is no relationship between Hotel front office staff and Business tourists’ visiting intentions without the indirect connection with Interest in tourist attractions. In support of this study’s results, Yang, Jou, and Cheng (2011) asserted that business tourists expect hotels to arrange their visits to tourist attractions. According to Kasavana and Brooks (2009), it is a duty of the hotel front office staff to arrange visits to tourist attractions. Limitations This study was limited to domestic business tourists only, thereby excluding international business tourists. A non-probability sampling method was used to select respondents; this study’s results can therefore not be generalised to the population of domestic business tourists who stay at the selected three-star hotel in Pretoria. This study’s sample was uneven in the context of gender, age, and province of residence. Future research Future studies could explore the established causal Model of Business Tourists’ Intentions of Visiting Tourist Attractions at a different hotel, to verify the validity of the model. Future studies could also explore the moderating effect of domestic business tourists with regard to age, gender, and province of residence in the relationship between Hotel front office staff and Interest in tourist attractions. Future studies could further explore the causal Model of Business Tourists’ Intentions of Visiting Tourist Attractions using a different biographical segment, e.g., leisure tourists. Conclusion This study aimed to determine whether scores for Hotel front office staff related to scores for Business tourists’ visiting intentions, and how this relationship is mediated by scores on Tourist attractions scores. The Model of Business Tourists’ Intentions of Visiting Tourist Attractions confirmed that Interest in tourist attractions fully mediates the relationship between Hotel front office staff and Business tourists’ visiting intentions. Based on these results, this study’s main research objective has been achieved.
Business Management
M. Com. (Tourism Management)

É sabido que o setor do turismo é a principal atividade económica do Algarve, na qual o setor hoteleiro obtém um elevado destaque derivado da quantidade de oferta presente no mercado, caracterizado por várias tipologias de empreendimentos turísticos, os quais são acessíveis para os mais variados clientes e público-alvo. Não obstante à tipologia de empreendimentos turísticos é na receção que toda a experiência do cliente começa e termina, no entanto há outros departamentos que são igualmente importantes e que necessitam de funcionar na sua plenitude para que as necessidades dos clientes sejam satisfeitas, para que a experiência seja a melhor e para que seja possível ultrapassar as expectativas dos hóspedes. A realização do estágio tem como principal objetivo colocar em prática todos os conhecimentos adquiridos ao longo do primeiro ano do mestrado, assim como obter experiência em contexto empresarial em alguns departamentos de back-office que por norma não são avistados pelo cliente, mas não deixam de ser importantes. A hotelaria é então considerada um setor de prestação de serviços, no qual é possível constatar que a eficiência e a qualidade do produto final dependem de todos os recursos humanos intervenientes, sejam eles de front ou de back-office.
It is known that the tourism sector is one of the main economic activities in Algarve, which is the hospitality industry that has the biggest distinction because of the amount of offer in the market, that have differents tips of hospitality available for different customers and target audience. Although it is at the reception that the entire customer experience begins and ends, there are other departments that are equally important and they need to work properly in order to the customers' needs to be met, for the experience to be the best and to exceed guests' expectations. The internship has the main goal to put into practice all the knowledge acquired during the first year of the master's degree, as well as to obtain experience in a business context in some back-office departments that are not usually seen by the client, but they are also important. Therefore, the hotel industry is a service provision sector, which it is possible to confirm that the efficiency and quality of the final product depend on all the human resources involved, whatever front or back-office.

碩士
輔仁大學
餐旅管理學系碩士班
101
In this study, the employees in the front office department of international tourist hotels in Taiwan were as the research subjects. It was to explore the relationship among emotional labor, job satisfaction, organizational citizenship behavior and the job characteristics. The questionnaire survey method was used to collect data through convenience sampling. The respondents of this study were the employees who have worked in the front office department of international tourist hotels over 3 months in Taiwan. There were 500 questionnaires distributed to the employees and 100 questionnaires to the directors, separately. Overall valid questionnaires and response rate from employees were 400 and 80%. Moreover, the questionnaires and response rate from directors were 81 and 81%. The results showed that seniority of employees of different lengths are significant differences in extra-role behavior. FO Employees in different departments there were significant differences on emotional labor. Sub-dimensions of job satisfaction and organizational citizenship behavior have a significant positive correlation. Job satisfaction has positive impact on organizational citizenship, and job satisfaction has positive impact on in-role and extra-role organizational citizenship behaviors. Job satisfaction has mediated emotional labor and organizational citizenship. Job satisfaction has mediated emotional labor and in-role organizational citizenship. Job satisfaction has mediated emotional labor and ex-role organizational citizenship. Job character moderates emotional labor and job satisfaction; job character moderates job satisfaction and organizational citizenship; job character moderates job satisfaction and in-role organizational citizenship.

碩士
正修科技大學
運動健康與休閒所
101
The study namely aimed at constructing the model of professional competence for employees at Front Office Department in the International Tourist Hotel sector via Iceberg Model (Spencer & Spencer, 1993). Meanwhile, it consisted of motives, personality, self-concept, knowledge and skills in this model, and analyzed by means of Modified Delphi method. The experts as objects are human resource manager, Customer Service managers and professors in hospitality fields. Firstly, “motives” this dimension pass three indicators. Secondly, EQ management, realizing when to act and what to do, and proactive are the high-ranking indicators in personality dimension. Thirdly, self-concept dimension would consist of pay attention teamwork and learning. Finally, language ability and displaying the details about products in the hotel are the ranked indicators in knowledge dimension; presentation & communication skills and crisis management are included in skills dimension.

Para conclusão do mestrado em gestão realizei um estágio no departamento económico e financeiro da empresa Casais (Gibraltar) Limited. O trabalho desenvolvido consistiu na análise das práticas de planeamento, gestão e controlo da produção em contexto de obra civil, através do contacto direto com o orçamento e a informação real obtida através de tarefas de rotina do departamento entre Outubro de 2018 e Junho de 2019, tendo lidado, por exemplo, com o lançamento de faturas, pagamentos, e análises das contas de clientes e fornecedores. Foi possível também analisar a organização das pessoas e os centros de custo, e trabalhar com as ferramentas informáticas que apoiam a gestão da empresa. Este estudo foi desenvolvido ao longo do estágio enquadrado numa revisão bibliográfica adaptado ao setor de atividade da empresa, através da experiência vivida dentro da organização e do diálogo com alguns dos seus quadros superiores. À data do início do estágio (Outubro de 2018) a empresa apresentou um desafio muito concreto que consistiu na implementação de um sistema de controlo de custos aplicado nas suas obras, com o propósito de aumentar a sua rentabilidade. Procedeu-se por isso à análise crítica de sistemas informáticos e dos processos e práticas de reporte, nomeadamente a ligação entre o sistema de back-office “SAP” e o sistema de orçamentação de obras “Candy”. O trabalho desenvolvido teve um caráter essencialmente prático e permitiu sugerir o redesenho, tanto em termos de forma como de substância, dos painéis de indicadores das tabelas de reporte (a preencher pelas direções de obra para enviar ao departamento financeiro), e dos quadros a apresentar à direção (a preencher por parte do departamento financeiro). Estes painéis de indicadores para além de conterem informação que não era até agora analisada com detalhe, pretendem dar-lhes uma apresentação que se considerou ser mais prática e sucinta. Sugerimos também alterações nos critérios para alocação de custos a cada centro de custo e na distribuição dos encargos gerais por obra. Como consequência do trabalho realizado, a Casais (Gibraltar) Limited passou a fazer um controlo mensal de custos em 2019, mapeando desvios e analisando-os juntamente com cada diretor de obra.
In order to conclude the master’s degree in management, I have worked as a trainee in the economic and financial department of Casais (Gibraltar) Limited. An analysis of planning, management and control of production practices in the contexto of construction projects was conducted, through the direct contact with the budget and the real information obtained through the routine activities of the department between October 2018 and June 2019, dealing with activities such as monitoring invoices, payments, and the analysis of customers and suppliers. It as also possible to study the organization of the emplyees in the company as well as the cost centres, and to work with the computer tools which support the company’s management. This study was carried out during an internship, framed in a bibliografic review adapted to the construction sector, throug the experience lived within the organization and the dialogue with some of its senior staff. By the beggining of the internship (October 2018) the company faced a huge challenge which was to implement a cost control system to apply to all its projects, in order to increase its profitability. The company proceeded to the critic analysis of IT systems and reporting processes and practices, namely the link between the “SAP” back-office system and the “Candy” construction budgeting and planning system. The internship in this company was mainly practical and made it possible to suggest new layouts for the reporting tables (to be filled in by the site managers to be sent to the financial department), and for the tables to be presented to top management (to be filled in by the cost control employees). These layouts, in addition to containing information which was not previously studied in detail, sum up and present the information in a more practical and succint way. We also suggest changes in the criteria when allocating costs to each cost centre, and distributing structure cost through the projects. As a consequence of this internship Casais (Gibraltar) Limited went on to preform a monthly cost control in 2019, mapping deviations and analyzing them, together with each site manager.

碩士
國立臺北大學
公共行政暨政策學系碩士在職專班
93
Assembly and demonstration parades fall within the range wherein people can actualize freedom and their fundamental human rights protected by the Constitution. Assembly and demonstration also represent the measures through which people can appeal to and fight for their rights. Protests by the masses are virtually inevitable in a democratic society today. A politics-oriented mass protest casts an especially extensive impact and involves more intricate variables and crises during the process of settlement. Where such varieties of mass protests emerge in an endless stream, the competent authorities of the government should of course act in accordance with relevant laws and regulations. Besides, more importantly, they must build a set of systematic crisis management models by using crisis management related theories so that the constructive experiences accumulated will be continually carried on. They should set up a knowledge oriented management regime to enable members inside the organization to make the pooled intelligence into effective utilization, beef up competence in crisis management and, in turn, boost countermeasures against an emergency and innovative act. Through such efforts in combination, the competent authorities of the government should be able to tackle potential crises of mass protests which might emerge at any moment. The present study adopts the three-phase mobile models in crisis management aiming at an analysis on the mass demonstrations in front of the Presidential Office Complex in the wake of the March 20, 2004 presidential election. The study is intended to probe into the crisis management adopted by the competent authorities of the government in the three-phase models, before, during and after the eruption of the mass demonstration, and the advantages and faults in the crisis management. The analysis conducted in the study will also cover the competent authorities of the government in the laws and regulations concerned and the mechanism adopted to deal with the mass demonstration. Accordingly, the study will offer handy proposals to settle mass demonstrations in the future. This thesis consists of seven chapters. Chapter One provides the motivations behind the study, purposes, methodology, range, restriction and study frameworks. Chapter Two looks into theories and literature concerning crisis management. Chapter Three analyzes the structure of mass demonstration activities. Chapter Four relates the regimes, mechanism and relevant laws and regulations in the Republic of China regarding mass demonstrations. Chapter Five analyzes the situations of the mass protests in front of the Presidential Office in the wake of the March 20, 2004 presidential election. Chapter Six probes into the credits and faults of the competent authorities of the government in dealing with the demonstrations. Chapter Seven offers conclusions and proposals.

碩士
正修科技大學
運動健康與休閒所
99
Based on various tourism resources and developing tourism sectors in Taiwan, it has been the main issue considered for the professional employees demanding in hospitality industry. In order to enhance service quality and reinforce competitive strengths, the practitioners are attempting to conduct educational training programs for employees and employers as the human resources development orientation in international tourism hotel sectors. Moreover, with the perspective of human resource development, the study namely aims at exploring and constructing the educational training evaluation model for front the department of office staff in the International Four and International Five Star Hotels, literature review method and the Modified Delphi are utilized in this study. Therefore, the findings, which 3 constructs for the on-the-job training model of front office department would be included, are service courses, basic courses, and specialized courses. On the other hand, 3 dimensions, 15 indicators and 63 training items would be presented in this study. According to the evaluation of star hotel, on-the-job training model for front office department in the international tourist hotel sectors is constructed by the perspective of the whole training systems; furthermore, it may enhance and improve the service quality as well.

碩士
義守大學
管理學院管理碩博士班
100
This study aims to explore the relationship among Quality of Work Life, Work Stress and Work Performance of the front office employees in the international tourist hotels in Taiwan. The purpose of this study is to (1) explore the difference of personal attribution of the front office employees among Quality of Work Life, Work Stress and Work Performance; (2) explore the impact of Quality of Work Life on Work Stress; (3) explore the impact of Quality of Work Life on Work Performance; (4) explore the impact of Quality of Work Life on Work Performance through Work Stress as the mediator; (5) explore the impact of Work Stress on Work Performance. The research data were using purposive sampling that collected by questionnaire。The research object is the front office employees of 72 international tourist hotels in Taiwan. Nine hundreds of questionnaires were sent out. Finally, a total of 474 valid questionnaires from 54 hotels were received. The results indicated (1) significant differences of personal attribution of the front office employees among Quality of Work Life, Work Stress and Work Performance; (2) a positive correlation between Quality of Work Life and Work Performance.

presente relatório tem como referência o estágio realizado entre Setembro e Outubro de 2018 no Júpiter Lisboa Hotel, com o propósito de obtenção do Grau de Mestre em Gestão do Turismo e Hotelaria pela Universidade Europeia. São revistas as áreas de Turismo e Hotelaria, sendo apresentado o Grupo Hoteleiro e o Hotel. O estágio decorreu sob supervisão do Front Office Manager Diogo Nunes e o Governante Geral António Mateus, visando a integração nas equipas de Recepção e Housekeeping, respectivamente, assim como a realização das tarefas diárias afetas a estes dois departamentos. O relatório está dividido em seis capítulos: no primeiro analisa-se o panorama Turístico e Hoteleiro nacional e internacional. No segundo apresenta-se o Grupo Hoteleiro e o Hotel. Seguidamente são descritas as actividades e funções realizadas durante o estágio. No quarto capítulo apresenta-se uma proposta de valor com o intuito de melhorar a operação do hotel. Por fim, relacionam-se as funções desempenhadas no estágio com as unidades curriculares do curso de Mestrado e apresentam-se conclusões finais.
The following report is based on the internship occurring between September and October 2018 on Júpiter Lisboa Hotel, with the purpose of obtaining a Master Degree in Tourism and Hotel Management by the Universidade Europeia. In this paper Tourism and Hospitality are reviewed. The Hotel and Hotel Group are also presented. The internship occurred under the supervision of the Front Office Manager Diogo Nunes and General Housekeeper António Mateus, with the aim of integration in the teams of Reception and Housekeeping, respectively, as well as taking part in the daily tasks pertaining to these two departments. This report is divided in six chapters: firstly the Tourism and Hospitality panorama are analyzed nationally and internationally. Secondly the Hotel and Hotel group are presented. Afterwards the activities and tasks developed during the internship are described. On the fourth chapter a value proposition is presented based on suggestions which may enhance the success of the hotel. Finally, the activities developed during the internship are related to the curricular subjects of the Master Degree course and final conclusions are presented.

Este relatório tem como finalidade demonstrar o funcionamento e procedimentos na área de estágio, Front Office no Schulz Hotels, e no departamento de Alimentação e Bebidas (AB) no Hotel Holiday Inn, nos anos de 2018 e 2019 e inserido no âmbito do Mestrado em Direção e Gestão Hoteleira, da Escola Superior de Gestão Hotelaria e Turismo da Universidade do Algarve O objetivo inicial deste estágio foi de compreender, assimilar e ajudar a melhorar os procedimentos do departamento de Front Office, Receção e Night Auditor, no Schulz Hotels, um hotel novo, com um conceito híbrido entre hotel e hostel. O Schulz Hotels apenas abriu em Setembro de 2018, alterando um pouco o paradigma hoteleiro de Berlim. Deste modo, é de salientar o desenvolvimento de conhecimentos e competências de caráter operacional e estratégico adquirido durante o estágio, em modo de abertura de hotel, assim como as competências obtidas durante as aulas teóricas de mestrado na Universidade do Algarve, tendo sido dada a possibilidade de estagiar em contacto direto com o cliente, assim como em Back Office em diferentes turnos e posições. Com o objetivo de enriquecimento a nível de experiência profissional, foi acrescentado a este relatório as tarefas desempenhadas, em modo extracurricular, no Holiday Inn Hotel, no âmbito do departamento de Alimentação e Bebidas, com o intuito de assimilar e solidificar conhecimentos, os quais são de importância crucial para a receita da unidade hoteleira.
This report aims to demonstrate the functioning and procedures in the areas of the internship, Front Office at Schulz Hotels and Food and Beverage (F&B) at the Hotel Holiday Inn, in the years 2018 and 2019 and included within the Master's Degree in Hotel Management and Management, from the Escola Superior de Gestão Hotelaria e Turismo at the Universidade do Algarve The initial goal of this internship was to understand, assimilate and help improve the procedures of the Front Office, Reception and Night Auditor department, at Schulz Hotels, a new hotel, with hybrid concept between hotel and hostel. Schulz Hotels opened in September 2018, changing Berlin's hotel paradigm a little. Thus, it is worth noting the development of knowledge and skills of an operational and strategic character acquired during the internship, in the mode of opening a hotel, as well as the skills obtained during my theoretical master classes at the University of Algarve. There was the possibility to interact in direct contact with the client, as well as in BackOffice in different shifts and positions. In order to enrich professional experience, in this report was added the tasks performed at the Holiday Inn Hotel, in extracurricular mode, within the Food and Beverage (F&B) department, in order to assimilate and solidify knowledge, which is of importance crucial to the hotel's revenue.

This research is comprised of three phases. In the first phase it explores the recent situation of the Turkish local authorities on e-Government by pointing out the basic indicators. 3228 Turkish local governments were the municipalities and form the base sampling framework of this study. For the second phase, from 969 units, 104 of these authorities offering e-service provisions were selected so as to perform a web-scan. The objective was to find 20 best practice cases under the context of 9 basic services agreed by e-Europe framework. In the third phase, a benchmarking tool developed from European Foundation for Quality Management (EFQM) elements was sent to these authorities’ key personnel. The aim of this benchmarking assessment was to explore the degree of change and performance in the back office organizations of the 20 best practice local authorities. SPSS was used to analyze the data. The summary results were presented in the order of 5 key elements of EFQM, starting with leadership, policy and strategy, people, partnership and resources, and processes. The sixth element, regional context, was added later by the Key Elements of Electronic Local Authorities’ Networks (KEeLAN) consortium due to the specific focus on this aspect. The overall results were compared with the European local authorities’ results. The intention of the comparisons was to give a general outlook from the both phases; to value the maturity levels of the Turkish local governments on e-services and the degree of change and performance of their back-offices. The results were however significant as well as interesting. Albeit the low number of web ownership among the Turkish local governments, they displayed excellent examples of e-services.

Ao longo do tempo, mas principalmente nos últimos anos, o turismo mundial tem vindo a ter um desenvolvimento rápido e bastante diversificado, sendo um dos principais impulsionadores do desenvolvimento económico (OMT, 2017). A Bélgica não é exceção e Bruxelas tem visto o turismo de negócios a ter um desenvolvimento cada vez maior, nomeadamente na realização de eventos, conferências ou reuniões em consequência de Bruxelas ser a capital da Europa e a sede de várias empresas mundialmente conhecidas. Os segmentos de mercado mudam e consequentemente a isso, novos mercados surgem, assim como novos públicos-alvo. A dificuldade em comunicar para os diferentes targets é um desafio que as empresas enfrentam hoje em dia, bem como tentar ir ao encontro das suas necessidades e exigências. Durante o estágio no Departamento de Reservas e de Front Office do Hilton Brussels City foi possível desenvolver atividades de responsabilidade que iriam interferir com o funcionamento e dinâmica dentro de cada departamento, mas também, em todo o hotel. Atividades essas que correspondem especialmente a processos internos, de comunicação com outros departamentos, e externos devido ao intenso contacto com o cliente. Com isto, o objetivo deste estudo é apresentar sugestões de melhoria, proposta de valor, nos processos internos do departamento de front office e consequentemente do departamento de Sales&Marketing. A sugestão apresentada resulta, essencialmente, de uma análise crítica desenvolvida tendo como base os conhecimentos adquiridos no mestrado e na experiência adquirida durante o estágio. A implementação da proposta de melhoria é um pouco exigente, pois envolve o desenvolvimento e aplicação de um novo software na empresa Hilton e por sua vez a elaboração de um plano de marketing para comunicar a superação de certos aspetos que são melhorados.
Over the years, but mainly in the last years, the tourism world has been developing a fast and very diversified, being one of the main drivers of economic development (WTO, 2017). Belgium is no exception and Brussels has seen business tourism grow more and more, notably in the holding of events, conferences or meetings as a result of Brussels being the capital of Europe and the seat of several world-renowned companies. Market segments change and as a result new markets emerge as well as new target audiences. The difficulty in communicating to the different targets is a challenge that companies face today, as well as trying to meet their needs and requirements. During the internship at the Reservation Department and the Front Office of the Hilton Brussels City it was possible to develop liability activities that would interfere with the functioning and dynamics within each department but also throughout the hotel. These activities correspond especially to internal processes, communication with other departments, and external due to the intense contact with the client. With this, the main purpose of this study is to present suggestions for improvement, value proposition, in the internal processes of the department of front office and consequently of the department of Sales & Marketing. The suggestion is essentially based on a critical analysis developed on the basis of the knowledge acquired in the master's degree and the experience gained during the internship. The implementation of the improvement proposal is a bit demanding as it involves developing and applying a new software at the Hilton’s company and in turn drawing up a implementation plan to communicate overcoming certain aspects that are improved.