Organisations require an employer value proposition (EVP) to attract and retain people in management. This study was undertaken to understand the key retention factors that influence experienced management employees, in the maintenance phase of their careers, to remain employed at a local government organisation. Retention factors inform the organisation’s EVP. A qualitative, empirical-analytical research paradigm with a modernist approach was adopted. Data were obtained through purposive sampling (n = 10) by way of semi-structured interviews. <br />A theoretical framework was used against which data could be deducted and compared. Sixteen key factors were identified, of which Job Aligned with Personal Meaning or Passion emerged as the strongest retention factor among the study’s participants
Purpose
The purpose of this paper is to identify the underlying organisational features, according to the gendered organisation theory, that have contributed to high levels of representation of women executives, contrary to the trend in the South African financial services industry.
Design/methodology/approach
A critical realist approach was employed, using semi-structured interviews, based on a theoretical framework of the gendered organisation. Data were aligned to the theoretical levels of critical realism.
Findings
The research found that the pool from which the successful candidates were appointed was influenced by two features. The first was the perceived attractiveness of the organisation as an employer, composed of organisational prestige, opportunity for altruism, and the sex of the CEO. The second was the role of the CEO as gatekeeper, most notably the CEO’s network and the impact of the similar-to-me paradigm during selection.
Originality/value
The utilisation of critical realism as an approach allowed for organisational features embedded in the theory of the gendered organisation to be identified and gives an indication of how the number of women at executive management level may be increased. The salient factors are the role the woman CEO played in the inclusion of more women at the executive level by virtue of her being a woman, and the attractiveness of the organisation to women employees. Organisational features identified were gendered towards the feminine.
In today’s information-intensive environment customer service is an important aspect that differentiates one organisation from another. This research focuses on those individual competencies which will lead to a customer service core capability in a Human Resources Call Centre. Data was obtained from Call Centre agents (n=18), supervisors (n=3) and customers (n=25) by means of five focus group-, three individual- and 25 telephonic interviews, respectively. The transcendental realism research procedure was applied within a qualitative research paradigm. Ten key competencies were identified by all groups of participants. <p><strong>Opsomming</strong> <br />In vandag se inligtings-intensiewe omgewing is kliëntediens ’n belangrike aspek wat organisasies van mekaar onderskei. Hierdie navorsing fokus op welke individuele bevoegdhede tot ’n kliëntedienssleutelbekwaamheid in ’n Menslikehulpbron-oproepsentrum sal lei. Data is van Oproepsentrumagente (n=18), -toesighouers (n=3) en -kliënte (n=25) ingewin deur middel van onderskeidelik vyf fokusgroep-, drie individuele- en 25 telefoniese onderhoude. Die transendentale realisme navorsingsprosedure is binne ’n kwalitatiewe navorsingsparadigma toegepas. Tien sleutelbevoegdhede is deur al drie groepe deelnemers geïdentifiseer.</p>
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