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Non-family employees' perception of familiness, identification, commitment and customer service in a large family business
Mini Dissertation (MBA)--University of Pretoria, 2017.
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2017
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| _version_ | 1867613672435613696 |
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| access_status_str | Open Access |
| author2 | Swart, Elana |
| author_browse | Swart, Elana |
| author_facet | Swart, Elana |
| collection | Thesis |
| dc_rights_str_mv | © 2017 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. |
| description | Mini Dissertation (MBA)--University of Pretoria, 2017. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/59762 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:39:52.104Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2017 |
| publishDateRange | 2017 |
| publishDateSort | 2017 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/59762 Non-family employees' perception of familiness, identification, commitment and customer service in a large family business Swart, Elana ichelp@gibs.co.za Chamberlain, Gareth UCTD Mini Dissertation (MBA)--University of Pretoria, 2017. Familiness has emerged as a central theory in the family business field yet little research has addressed how familiness impacts non-family employees and organisational performance in large private family firms. This study investigates non-family employee organisational identification and commitment, how these constructs are influenced by familiness and how they contribute to organisation performance in terms of customer service. A questionnaire based survey yielding 354 responses was conducted in a large fourth generation private family business. The multi-level latent variable constructs and their relationships were analysed simultaneously using partial least squares structural equation modelling to determine the relationship significance and scale of influence. Familiness was found to have a significant relationship with non-family employee organisational identification, commitment and customer service. The structural model explained a large percentage of the latent construct's variance and had strong statistical power, relevance and predictability. Organisational identification emerged as the most important factor in the proposed model as it was most influenced by familiness and displayed the largest effect on customer service. The findings indicate that the higher organisational performance outcomes often attributed to family firms may predominantly be the result of the familiness resources developing stronger emotional attachments and organisational identification in employees. ms2017 Gordon Institute of Business Science (GIBS) MBA Unrestricted 2017-04-07T13:05:30Z 2017-04-07T13:05:30Z 2017-03-30 2017 Mini Dissertation Chamberlain, G 2017, Non-family employees' perception of familiness, identification, commitment and customer service in a large family business, MBA Mini Dissertation, University of Pretoria, Pretoria, viewed yymmdd <http://hdl.handle.net/2263/59762> http://hdl.handle.net/2263/59762 en © 2017 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD Non-family employees' perception of familiness, identification, commitment and customer service in a large family business |
| title | Non-family employees' perception of familiness, identification, commitment and customer service in a large family business |
| title_full | Non-family employees' perception of familiness, identification, commitment and customer service in a large family business |
| title_fullStr | Non-family employees' perception of familiness, identification, commitment and customer service in a large family business |
| title_full_unstemmed | Non-family employees' perception of familiness, identification, commitment and customer service in a large family business |
| title_short | Non-family employees' perception of familiness, identification, commitment and customer service in a large family business |
| title_sort | non family employees perception of familiness identification commitment and customer service in a large family business |
| topic | UCTD |
| url | http://hdl.handle.net/2263/59762 |