Index of Paper Presentations for the Parallel Sessions - Academy of ...

H 4 : a) Empowerment and b) professional development moderate the influence of role conflict onAC, NC and CCMETHODOLOGYResearch setting and sampleFLEs from a regional ferry organization in the UK participated in this study. Employees interactdirectly with passengers in all service areas, which range from checking in, manning security points,assisting passengers in embarkation and debarkation and serving customers on-board. A survey packetincluding a cover letter from the researcher, a letter of endorsement from a senior manager and aquestionnaire with a pre-paid envelope was distributed to 520 employees via the organization‘s internalmail system. 188 employees returned their questionnaire, but four questionnaires were excluded becauseof missing data, thus, yielding an effective response rate of 35.4 %. The sample is 65% male, 58% are 36years or younger, 38% has worked for the organization at least 10 years, 92% are permanent staffmembers, 66% have completed the equivalent of high school, and 70% of the work in subordinatepositions.Missing values and response biasData on some variables, 0.7% of the values, was missing in a completely random fashion andwere replaced using the series mean in SPSS. To test for non-response bias, early and late respondents onmeasured demographic characteristics were compared (Armstrong and Overton, 1977). As there were nosignificant differences in the gender, age, education, tenure or organizational position of early and laterespondents, non-response bias was not seen to be a problem.