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WOS: 000470298600008, The purpose of this study was to develop an original Trust in Military Leader Scale that can be used in Turkish military context. To this end, we first reviewed the literature to develop a conceptual framework. Next, an item pool was formed and afterwards, an initial scale was formed and evaluated. Semistructured interviews were carried out with 124 officers and noncommissioned officers for item generation. The pilot study involved 2,731 and the final study involved 2,308 participants, all of whom were military personnel. Data obtained through quantitative and qualitative methods were analyzed using such techniques as content analysis, descriptive analysis, consistency analysis, correlational analysis, and exploratory and confirmatory factor analysis. Exploratory factor analysis yielded an 18-item scale with 4 factors: competence, benevolence, integrity, and fairness. In the next phase, the scale was analyzed with respect to content, criterion, and construct validity. To test predictive validity, the scale was used to find how much trust in military leader predicted organizational commitment and organizational citizenship behavior. Finally, a valid and reliable scale that can be used in measuring subordinates' trust in the military leader was developed.

Businesses with focus on customers through the use of Customer Relationship Management (CRM) perform better and win customer loyalty. Therefore, it is relevant to study the relationship between customers and airline companies, given that the aviation industry is highly competitive and relatively commoditized. Thus the aim of this study was to develop and validate a scale to measure customer’s perception of relationship with airline companies. The scale was composed of four primary factors (customer loyalty, purchase experience, flight experience, and service) and a second order factor (customer relationship), all with good psychometric indices. The development and validation of a scale in an industry little explored by the CRM literature was the main contribution of this research, as it may be used as a diagnostic tool for airline companies to scale up their relationship with strategic customers and achieve more effective results. RESUMO Empresas que têm o cliente como foco, por meio do uso da Gestão de Relacionamento com Clientes ou Customer Relationship Management (CRM), obtêm melhores resultados e conquistam a lealdade dos clientes. Torna-se atrativo estudar o relacionamento entre clientes e companhias aéreas, uma vez que o setor de aviação é de alta concorrência e relativamente comoditizado. Destarte, o objetivo desse trabalho foi desenvolver e validar uma escala para medir a percepção dos clientes quanto ao seu relacionamento com as companhias aéreas. A escala ficou composta por quatro fatores de primeira ordem - lealdade de clientes, experiência de compra, experiência de voo e atendimento - e um fator de segunda ordem - relacionamento com clientes, todos com bons índices psicométricos. O desenvolvimento e validação de escala em um setor pouco explorado pela literatura de CRM foi a principal contribuição do trabalho, pois poderá ser utilizada como diagnóstico para os gerentes de companhias aéreas incrementarem seu relacionamento com clientes estratégicos e obterem resultados mais efetivos.

Journal of Community Development Research (Humanities and Social Sciences), 11, 4, 126-138

Chronic pain among older adults is common and often disabling. Pain-related formal social support (e.g., provided by staff at day-care centres, nursing homes), and the extent to which it promotes functional autonomy or dependence, plays a significant role in the promotion of older adults’ ability to engage in their daily activities. Assessing older adults’ preferences for pain-related social support for functional autonomy or dependence could contribute to increase formal social support responsiveness to individuals’ needs. Therefore, this study aimed at developing and validating the Preferences for Formal Social Support of Autonomy and Dependence in pain Inventory (PFSSADI). One hundred and sixty five older adults with chronic musculoskeletal pain (Mage=79.1, 67.3% women), attending day-care centers, completed the PFSSADI, the revised Formal Social Support for Autonomy and Dependence in Pain Inventory, and a measure of desire for (in)dependence; the PFSSADI was filled out again 6 weeks later. Confirmatory factor analyses showed a structure of two correlated factors (r= .56): (a) Preferences for Autonomy Support (?=.99); and (b) Preferences for Dependence Support (?=.98). The scale showed good test-retest reliability, sensitivity and discriminant and concurrent validity; the higher the preferences for dependence support the higher the desire for dependence (r=.33) and the lower the desire for independence (r=-.41). The PFSSADI is an innovative tool, which may contribute to explore the role of pain-related social support responsiveness on the promotion of older adults’ functional autonomy when in pain. info:eu-repo/semantics/acceptedVersion

The BYOD programme is a trend that aims to provide companies and workers with the next generation of security methods and flexible business models. These have been developed recently as a result of technological developments, especially in smart devices. Individuals from the "Y generation", who are also called the millennials, have a significant influence on shaping the present and future technology. Y generation employees want to use their own devices, including their own personal applications. Allowing employees to use their own devices does not mean that you will lose anything or have no control. For this reason, the BYOD policy, when implemented at a good level, significantly increases business performance and increases the productivity with the benefits provided by mobility. The BYOD tendency, which is difficult to avoid, increases the productivity of employees and the flexibility of the company in the eyes of the employees, by letting them use their own devices in the business environment. Moreover, it reflects positively on the employees' morale, with a subsequent increase in company loyalty. The aim of this study is to evaluate the validity and reliability analyses done during the development of the scale which aims to measure the effects of BYOD on workers and to assess its security components, benefits, applicability and sustainability. Our goal is to revise the previous research done and present objective values and findings obtained from the analyses. These values were based on the demographic information and the answers given by participants about to what extent BYOD is known and legal, its vulnerabilities in infrastructure and data security, the way it affects workers' perceptions individually and in general, and the benefits it provides. SPSS 20 program was used for descriptive statistics, exploratory factor analysis (EFA), confirmatory factor analysis (CFA), item analyses and correlation coefficients.

PURPOSE: The objective of this study was to develop and test the reliability and validity of a new scale designed for measuring safety climate among mobile remote workers, using utility/electrical workers as exemplar. The new scale employs perceived safety priority as the metric of safety climate and a multi-level framework, separating the measurement of organization- and group-level safety climate items into two sub-scales. The question of the emergence of shared perceptions among remote workers was also examined. METHOD: For the initial survey development, several items were adopted from a generic safety climate scale and new industry-specific items were generated based on an extensive literature review, expert judgment, 15-day field observations, and 38 in-depth individual interviews with subject matter experts (i.e., utility industry electrical workers, trainers and supervisors of electrical workers). The items were revised after 45 cognitive interviews and a pre-test with 139 additional utility/electrical workers. The revised scale was subsequently implemented with a total of 2421 workers at two large US electric utility companies (1560 participants for the pilot company and 861 for the second company). Both exploratory (EFA) and confirmatory factor analyses (CFA) were adopted to finalize the items and to ensure construct validity. Reliability of the scale was tested based on Cronbach's α. Homogeneity tests examined whether utility/electrical workers' safety climate perceptions were shared within the same supervisor group. This was followed by an analysis of the criterion-related validity, which linked the safety climate scores to self-reports of safety behavior and injury outcomes (i.e., recordable incidents, missing days due to work-related injuries, vehicle accidents, and near misses). RESULTS: Six dimensions (Safety pro-activity, General training, Trucks and equipment, Field orientation, Financial Investment, and Schedule flexibility) with 29 items were extracted from the EFA to measure the organization-level safety climate. Three dimensions (Supervisory care, Participation encouragement, and Safety straight talk) with 19 items were extracted to measure the group-level safety climate. Acceptable ranges of internal consistency statistics for the sub-scales were observed. Whether or not to aggregate these multi-dimensions of safety climate into a single higher-order construct (overall safety climate) was discussed. CFAs confirmed the construct validity of the developed safety climate scale for utility/electrical workers. Homogeneity tests showed that utility/electrical workers' safety climate perceptions were shared within the same supervisor group. Both the organization- and group-level safety climate scores showed a statistically significant relationship with workers' self-reported safety behaviors and injury outcomes. IMPLICATIONS: A valid and reliable instrument to measure the essential elements of safety climate for utility/electrical workers in the remote working situation has been introduced. The scale can provide an in-depth understanding of safety climate based on its key dimensions and show where improvements can be made at both group and organization levels. As such, it may also offer a valuable starting point for future safety interventions. Language: en

As empresas utilizam a gestão de relacionamento com o cliente ou Customer Relationship Management (CRM) para estabelecer relacionamentos de longo prazo, mantendo seus clientes satisfeitos e fiéis. Neste contexto, o Citizen Relationship Management (CiRM) surge no setor público como estratégia para aprimorar o atendimento ao cidadão e incentivar a cidadania. Considerando a lacuna da literatura sobre o tema, o objetivo deste estudo multimétodo foi validar um instrumento para avaliar a percepção dos cidadãos quanto às iniciativas de CiRM na administração pública. A principal contribuição deste trabalho consistiu na validação de um instrumento, em versões completa e reduzida, com índices psicométricos muito confiáveis, que pode ser utilizado como ferramenta diagnóstica pelos gestores públicos para promover uma gestão profícua do relacionamento com os cidadãos. Companies use the Customer Relationship Management (CRM) to establish long-term relation ships with their customers in order to keep them satisfied and loyal. In this context, Citizen Relationship Management (CiRM) emerges in the public sector as a strategy to improve citizens' service and to encourage citizenship as well. Considering the gap in the literature on the subject, the aim of this multi-method study was to validate an instrument to assess the perception of citizens regarding CiRM initiatives in public management. The main contribution of this work is the validation of an instrument, in both complete and reduced versions, with very reliable psychometric rates, which can be used as a diagnostic tool by public managers to promote an effective relationship management with citizens. Las empresas utilizan la gestión de relacionamiento con el cliente o CustomerRelationship Management (CRM) para establecer relacionamientos de largo plazo, manteniendo sus clientes satisfechos y fieles. En este contexto, Citizen Relationship Management (CiRM) aparece en el sector público como estrategia para mejorar el atendimiento al ciudadano e incentivar la ciudadanía. Considerando la brecha en el tema, el objetivo de este estudio de tipo multi-método fue validar un instrumento para evaluar la percepción de los ciudadanos en cuanto a las iniciativas de CiRM en la administración pública. La contribución principal de este trabajo consistió en la validación de un instrumento, en la versión completa y reducida, con índices psicométricos muy confiables, que puede utilizarse como herramienta diagnóstica por los gestores públicos para promover una gestión provechosa de relacionamiento con los ciudadanos.

PhD (Marketing Management)--North-West University, Vaal Triangle Campus, 2015. The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality. Furthermore, no single empirical or conceptual study could be found that put up the four constructs identified in this study that tested the causal relationships of these constructs. Against this backdrop, the study‘s principal objective was to develop and validate a measuring scale of electronic banking service quality for the South African banking sector. The study also sought to determine the causal relationships amongst the four constructs of the study, namely electronic banking service quality, customer value, customer satisfaction and customer loyalty. To address these research objectives, the study applied a two-phase design in conducting the research in an effort of enhancing and maximising the outcome of this research endeavour. Phase I of this study comprised a literature review and focus group interviews (qualitative research). An extensive literature review was conducted as an inductive method to build the theoretical foundation of the study, generate the initial pool of items, and define and conceptualise the constructs. Using a deductive method, the focus group interviews were used to generate original items for the development of the scale. Phase II of the study comprised scale refinement and validation of the scale through various interactive statistical applications such as exploratory factor analysis (EFA) and structural equation modelling (SEM) (quantitative method). Using an exploratory factor analysis, eight determinant dimensions were extracted that constitute electronic banking service quality (EBSQ). These dimensions in accordance of their importance are reliability, system availability, privacy and security, website aesthetics, ease of use, functionality, efficiency, and contact and responsiveness. The Pearson‘s correlation coefficient between each of the eight dimensions and EBSQ was above 0.6 at p

The purpose of this study was to develop and test the reliability and validity of a new scale designed for measuring safety climate among lone workers, using truck drivers as exemplar. The new scale employs perceived safety priority as the metric of safety climate and a multilevel framework, separating the measurement of organization- and group-level safety climate. The second purpose of this study was to compare the predictive power of generic items with trucking industry-specific ones. Three dimensions for each of the two levels of safety climate were drawn from the results. The organization-level safety climate dimensions were proactive practices, driver safety priority, and supervisory care promotion. The group-level safety climate dimensions were safety promotion, delivery limits, and cell phone disapproval. Predictive validity of both generic and industry-specific items was supported, but the industry-specific items provided a stronger predictive value. Results showed that the scale is a reliable and valid instrument to measure the essential elements of safety climate for truck drivers in the lone working situation.

Introduction: Violence in psychiatric settings has negative consequences on patients, staff, and the institution alike. Efforts to prevent violence cannot currently be assessed due to a lack of suitable indicators. The Violence Prevention Climate Scale (VPC-14) is a validated tool that can be filled out by both staff and patients to assess the violence prevention climate in mental health care units. Objective: This study aimed to conduct the translation and adaptation of the VPC-14 to a French Canadian context, and to assess its psychometric properties in general and forensic psychiatric settings. Methods: This study followed a transcultural approach for validating measuring instruments. Psychometric properties were assessed in 308 patients and staff from 4 mental health and forensic hospitals in Quebec (Canada). Content validity was assessed using a bilingual participant approach. Internal validity was examined through exploratory factor analysis and internal consistency for each care setting using Cronbach’s alpha coefficient analysis. Results: The Échelle modifiée du climat de prévention de la violence [Modified Violence Prevention Climate Scale] (VPC-M-FR) consists of 23 items with a 3-factor structure: 1) staff action, 2) patient action, and 3) the therapeutic environment. Cronbach’s alphas ranging from 0.69 to 0.89 were obtained for the internal consistency of the scale. Discussion and conclusion: The VPC-M-FR has satisfactory psychometric properties for measuring the violence prevention climate in mental health and forensic settings. By measuring the violence prevention climate from the standpoint of patients and staff, targeted preventive measures can be implemented to improve safety for all., Introduction : La violence en milieu psychiatrique entraîne des conséquences néfastes pour les patients, les intervenants et les organisations. Pourtant, les efforts pour la prévenir ne peuvent être évalués faute d’indicateurs adéquats. Le Violence Prevention Climate Scale (VPC-14), complété par les intervenants et les patients, est un outil validé qui évalue le climat de prévention de violence. Objectif : Cette étude vise à traduire et adapter le VPC-14 au contexte québécois et à en vérifier la fiabilité et la validité en psychiatrie générale et légale. Méthodes : En se basant sur la méthode de validation transculturelle d’instruments de mesure, les propriétés psychométriques ont été évaluées auprès de 308 patients et intervenants de 4 hôpitaux et instituts de santé mentale et médico-légale québécois. La validité de construit a été examinée par une analyse factorielle exploratoire et la cohérence interne par l’analyse du coefficient alpha de Cronbach. Résultats : L’Échelle modifiée du climat de prévention de la violence (VPC-M-FR) comprend 23 énoncés avec une structure à 3 facteurs : 1) les actions des intervenants, 2) les actions des patients et 3) l’environnement thérapeutique. Des coefficients alpha de Cronbach variant de 0,69 à 0,89 ont été obtenus pour la consistance interne de l’échelle. Discussion et conclusion : Le VPC-M-FR possède des propriétés psychométriques satisfaisantes pour mesurer le climat de prévention de la violence en milieu de santé mentale et médico-légal. En tenant compte de la perspective des intervenants et des patients, des interventions ciblées de prévention pourront être mises en œuvre afin d’améliorer la sécurité de tous.