An assessment of the capability of the Eastern Cape Tourism Board to cope with change
- Authors: Mona, Nomkhita Princess
- Date: 2004
- Subjects: Eastern Cape Tourism Board Tourism -- South Africa -- Eastern Cape Organizational change -- South Africa -- Eastern Cape -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:812 , http://hdl.handle.net/10962/d1007683
- Description: This study set out to examine whether the Eastern Cape Tourism Board (ECTB) had the capability to cope with change. The tourism industry is very dynamic and for the organization to survive, it must be able to adapt itself in a constantly changing environment. The research question was derived from a study done by Human and Horwitz (1992), in which they examined how South African companies cope with change. They developed a model and a questionnaire to measure the capabilities of coping with change. Their model and questionnaire were based on the following four dimensions: strategic orientation, control orientation, social focus and institutional focus. This model classified organizations into four types, namely: the Boardroom organization, the Technocracy organization, the Hardhat organization as well as the Missionary organization. These typologies are discussed in Chapter 2. A modified version of the Human and Horwitz questionnaire was used to conduct this research. The original questionnaire has 32 items, and the questionnaire used in this study has the same number of items. The modification was done to nine questions, to ensure that they were of specific relevance to the organization being researched. The questions were slightly modified taking care to ensure that they still fit within the original dimensions measured by Human and Horwitz (1992). The questionnaires were distributed within the organization, particularly to those employees in the Tourism section, as the organization also had a Conservation section. The Conservation section was excluded due to the fact that a policy decision had already been taken to separate the two sections, thereby creating two organizations. When the questionnaires were returned, they were analyzed using 'Statistica' , a computerized statistics program. The results showed that the ECTB does not have the capability to cope with change as it lacked the critical strategic orientation that Human and Horwitz (1992) suggest is a key requirement for coping. The profile of the organization showed that the ECTB could be classified as primarily being a Technocracy organization, and secondarily a 'Hardhat' organization. (See details in Chapter 4). Human and Horwitz (1992) suggest that an organization to be able to cope with change, must be a 'hybrid' of these four types. The implications of these results suggest that the organization is lacking in the dynamism brought about by having a strategic orientation. Human and Horwitz argue that the profile of an organization coping well with change should show a 'balance' in terms of orientation (strategic orientation and control orientation). The ECTB's profile does not show this balance, and can therefore be said not to have the capability to cope with change. The results of the profile are discussed in Chapter 4.
- Full Text:
- Date Issued: 2004
- Authors: Mona, Nomkhita Princess
- Date: 2004
- Subjects: Eastern Cape Tourism Board Tourism -- South Africa -- Eastern Cape Organizational change -- South Africa -- Eastern Cape -- Case studies
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:812 , http://hdl.handle.net/10962/d1007683
- Description: This study set out to examine whether the Eastern Cape Tourism Board (ECTB) had the capability to cope with change. The tourism industry is very dynamic and for the organization to survive, it must be able to adapt itself in a constantly changing environment. The research question was derived from a study done by Human and Horwitz (1992), in which they examined how South African companies cope with change. They developed a model and a questionnaire to measure the capabilities of coping with change. Their model and questionnaire were based on the following four dimensions: strategic orientation, control orientation, social focus and institutional focus. This model classified organizations into four types, namely: the Boardroom organization, the Technocracy organization, the Hardhat organization as well as the Missionary organization. These typologies are discussed in Chapter 2. A modified version of the Human and Horwitz questionnaire was used to conduct this research. The original questionnaire has 32 items, and the questionnaire used in this study has the same number of items. The modification was done to nine questions, to ensure that they were of specific relevance to the organization being researched. The questions were slightly modified taking care to ensure that they still fit within the original dimensions measured by Human and Horwitz (1992). The questionnaires were distributed within the organization, particularly to those employees in the Tourism section, as the organization also had a Conservation section. The Conservation section was excluded due to the fact that a policy decision had already been taken to separate the two sections, thereby creating two organizations. When the questionnaires were returned, they were analyzed using 'Statistica' , a computerized statistics program. The results showed that the ECTB does not have the capability to cope with change as it lacked the critical strategic orientation that Human and Horwitz (1992) suggest is a key requirement for coping. The profile of the organization showed that the ECTB could be classified as primarily being a Technocracy organization, and secondarily a 'Hardhat' organization. (See details in Chapter 4). Human and Horwitz (1992) suggest that an organization to be able to cope with change, must be a 'hybrid' of these four types. The implications of these results suggest that the organization is lacking in the dynamism brought about by having a strategic orientation. Human and Horwitz argue that the profile of an organization coping well with change should show a 'balance' in terms of orientation (strategic orientation and control orientation). The ECTB's profile does not show this balance, and can therefore be said not to have the capability to cope with change. The results of the profile are discussed in Chapter 4.
- Full Text:
- Date Issued: 2004
Service quality importance-performance analysis as a strategic tool for management : the exploration of key customer satisfaction drivers in a South African electricity utility
- Authors: MacColl, Barry
- Date: 2004
- Subjects: Eskom (Firm) Electric power distribution -- Customer services -- South Africa -- Eastern Cape Electric power distribution -- South Africa -- Eastern Cape -- Quality control Customer services -- Quality control Customer services -- Rating of -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:806 , http://hdl.handle.net/10962/d1006972
- Description: This research was initiated due to declining customer satisfaction indices in the Southern region of Eskom, an electricity utility in South Africa. Given the link between customer satisfaction and purchase intentions, the sustainability of the business is at stake. The validity of the current MaxiCare survey tool is questioned and explored, as is the congruence of management and customers' perceptions regarding the key service quality constructs in the industry. The study's objective was to provide management with a reliable and valid customer satisfaction survey instrument as an alternate to the existing tool and to use the knowledge gained through the research process to recommend improvement strategies aimed at closing specific satisfaction gaps identified. The research was performed in two stages; firstly, semistructured interviews with customers and management to gain an understanding of the most important satisfaction dimensions. These influenced the design of a survey instrument based largely on the SERVPERF tool with the inclusion of importance ratings per item in the second stage. The quantitative survey results were used to assess the reliability and validity of the research and to suggest areas for future work. The results show that communication, quality of supply, assurance and price are uppermost in the consumer's mind. Tangibles are not significant and the inclusion of empathy is inconclusive. Management and customer perceptions at a macro level are closely aligned, however the two populations are not in agreement as to the underlying micro considerations. Similarly, the MaxiCare instrument is found to be valid as a macro indicator but lacks sufficient detail to be useful as a strategic tool and needs to be supplemented with additional sources of market information. The survey instrument used in the second phase is both descriptive and reliable but the number of factors it measures, the mix of items and the inclusion of the 'importance' dimension need further refinement to improve its validity. Future revisions of the tool will provide management with specific information that allows them to focus improvement strategies on disgruntled customers and their key service issues.
- Full Text:
- Date Issued: 2004
- Authors: MacColl, Barry
- Date: 2004
- Subjects: Eskom (Firm) Electric power distribution -- Customer services -- South Africa -- Eastern Cape Electric power distribution -- South Africa -- Eastern Cape -- Quality control Customer services -- Quality control Customer services -- Rating of -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:806 , http://hdl.handle.net/10962/d1006972
- Description: This research was initiated due to declining customer satisfaction indices in the Southern region of Eskom, an electricity utility in South Africa. Given the link between customer satisfaction and purchase intentions, the sustainability of the business is at stake. The validity of the current MaxiCare survey tool is questioned and explored, as is the congruence of management and customers' perceptions regarding the key service quality constructs in the industry. The study's objective was to provide management with a reliable and valid customer satisfaction survey instrument as an alternate to the existing tool and to use the knowledge gained through the research process to recommend improvement strategies aimed at closing specific satisfaction gaps identified. The research was performed in two stages; firstly, semistructured interviews with customers and management to gain an understanding of the most important satisfaction dimensions. These influenced the design of a survey instrument based largely on the SERVPERF tool with the inclusion of importance ratings per item in the second stage. The quantitative survey results were used to assess the reliability and validity of the research and to suggest areas for future work. The results show that communication, quality of supply, assurance and price are uppermost in the consumer's mind. Tangibles are not significant and the inclusion of empathy is inconclusive. Management and customer perceptions at a macro level are closely aligned, however the two populations are not in agreement as to the underlying micro considerations. Similarly, the MaxiCare instrument is found to be valid as a macro indicator but lacks sufficient detail to be useful as a strategic tool and needs to be supplemented with additional sources of market information. The survey instrument used in the second phase is both descriptive and reliable but the number of factors it measures, the mix of items and the inclusion of the 'importance' dimension need further refinement to improve its validity. Future revisions of the tool will provide management with specific information that allows them to focus improvement strategies on disgruntled customers and their key service issues.
- Full Text:
- Date Issued: 2004
Some principles of communicating effectively through press advertisements with Blacks
- Authors: Koekemoer, Ludi
- Date: 1978
- Subjects: Advertising, Newspaper -- South Africa , Black people and mass media -- South Africa , Mass media -- South Africa , Mass media and culture -- South Africa , Communication in marketing -- South Africa , Communication -- Social aspects -- South Africa , Press and politics -- South Africa
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:837 , http://hdl.handle.net/10962/d1013407
- Description: [Introduction] An investigation of relevant literature reveals numerous studies on the principles of effective advertising communications. These studies are based on work done overseas and may not apply to Blacks in South Africa. Pioneer advertising research into the Black market has been conducted in recent years by the University of South Africa's Bureau of Market Research (BM). The resultant data obtained indicated that communicating to the Black market should be treated separately from communicating to Whites in South Africa and further research is required on the effectiveness of advertising communications aimed at Blacks. This study was designed to supplement the research conducted by the Bureau of Market Research rather than to validate these findings.
- Full Text:
- Date Issued: 1978
- Authors: Koekemoer, Ludi
- Date: 1978
- Subjects: Advertising, Newspaper -- South Africa , Black people and mass media -- South Africa , Mass media -- South Africa , Mass media and culture -- South Africa , Communication in marketing -- South Africa , Communication -- Social aspects -- South Africa , Press and politics -- South Africa
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:837 , http://hdl.handle.net/10962/d1013407
- Description: [Introduction] An investigation of relevant literature reveals numerous studies on the principles of effective advertising communications. These studies are based on work done overseas and may not apply to Blacks in South Africa. Pioneer advertising research into the Black market has been conducted in recent years by the University of South Africa's Bureau of Market Research (BM). The resultant data obtained indicated that communicating to the Black market should be treated separately from communicating to Whites in South Africa and further research is required on the effectiveness of advertising communications aimed at Blacks. This study was designed to supplement the research conducted by the Bureau of Market Research rather than to validate these findings.
- Full Text:
- Date Issued: 1978
Income distribution and economic growth in South Africa
- Spandau, Arnt Michael Karl Max
- Authors: Spandau, Arnt Michael Karl Max
- Date: 1972
- Language: English
- Type: Thesis , Doctoral , DCom
- Identifier: vital:21131 , http://hdl.handle.net/10962/6517
- Description: It is the purpose of this study to examine the interplay of supply and demand factors for the South African economy, and to relate this to the functional, personal, and racial distribution of incomes. On the one hand, it appears that a concentration of incomes in the hands of those who possess both the ability and willingness to save, and to utilize the savings for productive investments, is a crucial determinant for the enhancement of economic growth. On the other hand, an excessive income concentration may severely limit the purchasing power of the major part of the population, thus inhibiting domestic investment. The study is developed, partly in terms of a theory of economic development, and partly in terms of a theory of economic growth. The analysis covers the period from 1918 to the present time. Periods during which the actual economic growth would have been faster had the distribution of incomes favoured work income receivers at the expense of other income receivers, are identified by employing a short-term post-Keynesian model of functional income distribution. Periods during which an acceleration of economic growth would have been achieved had the opposite condition prevailed, are also shown. An analysis is made both of the division by race of aggregate income, and of racial wage differentials in particular economic sectors. A noticeable identity between the economic growth performance and racial wage differentials is evidenced both for the mining and manufacturing sectors. It appears that in the long-term, there is regularity in respect of correlations between measures of the inequality in the size distribution of income on the one hand, and the rates of investment and economic growth on the other. From this observation, it becomes evident that inequality in the distribution of personal income has been a necessary condition for the attainment of economic growth in South Africa. It is obvious that a study of this sort necessitates the use of much statistical data. In order to avoid major disturbances in the flow of the theoretical and analytical arguments through the discussion of the statistical material, the work is submitted in two volumes, viz.,Volume 1 dealing with the Theory and Analysis, and Volume II with the Statistical Foundations.
- Full Text:
- Date Issued: 1972
- Authors: Spandau, Arnt Michael Karl Max
- Date: 1972
- Language: English
- Type: Thesis , Doctoral , DCom
- Identifier: vital:21131 , http://hdl.handle.net/10962/6517
- Description: It is the purpose of this study to examine the interplay of supply and demand factors for the South African economy, and to relate this to the functional, personal, and racial distribution of incomes. On the one hand, it appears that a concentration of incomes in the hands of those who possess both the ability and willingness to save, and to utilize the savings for productive investments, is a crucial determinant for the enhancement of economic growth. On the other hand, an excessive income concentration may severely limit the purchasing power of the major part of the population, thus inhibiting domestic investment. The study is developed, partly in terms of a theory of economic development, and partly in terms of a theory of economic growth. The analysis covers the period from 1918 to the present time. Periods during which the actual economic growth would have been faster had the distribution of incomes favoured work income receivers at the expense of other income receivers, are identified by employing a short-term post-Keynesian model of functional income distribution. Periods during which an acceleration of economic growth would have been achieved had the opposite condition prevailed, are also shown. An analysis is made both of the division by race of aggregate income, and of racial wage differentials in particular economic sectors. A noticeable identity between the economic growth performance and racial wage differentials is evidenced both for the mining and manufacturing sectors. It appears that in the long-term, there is regularity in respect of correlations between measures of the inequality in the size distribution of income on the one hand, and the rates of investment and economic growth on the other. From this observation, it becomes evident that inequality in the distribution of personal income has been a necessary condition for the attainment of economic growth in South Africa. It is obvious that a study of this sort necessitates the use of much statistical data. In order to avoid major disturbances in the flow of the theoretical and analytical arguments through the discussion of the statistical material, the work is submitted in two volumes, viz.,Volume 1 dealing with the Theory and Analysis, and Volume II with the Statistical Foundations.
- Full Text:
- Date Issued: 1972