Challenges experienced by educators of tourism and coping strategies
- Authors: Muller, Merilyn Elizabeth
- Date: 2020
- Subjects: Tourism -- Study and teaching -- South Africa
- Language: English
- Type: Thesis , Masters , MPhil
- Identifier: http://hdl.handle.net/10948/49964 , vital:41965
- Description: Education is imperative for the economy and for the employment of the youth, particularly given the high levels of youth unemployment in South Africa. The introduction of Tourism as a school subject is perceived as a gateway to employment opportunities for unemployed people and as a means to stimulate the economy of the country. Educators, especially in South African township schools, often teach in less favourable conditions and experience many challenges which require innovative solutions. This study contributes to an understanding of the challenges faced by educators teaching Tourism, especially educators teaching in township areas in the Nelson Mandela Bay district. Of particular importance is the coping strategies used by these educators to innovatively deal with these challenges. This purpose of the study was therefore to investigate the challenges experienced by educators that teach Tourism at township high schools in two Circuit Management Centres (CMC) in the Nelson Mandela Bay district in Port Elizabeth. A qualitative research design was followed with interviews as the empirical data collecting tool. The sample consisted of 16 educators teaching Tourism to Grade 11 and 12 learners at selected schools. The data collected was analysed qualitatively, using thematic analysis. The findings of this study revealed many challenges experienced by educators of Tourism at township schools in the Nelson Mandela Bay district. The key challenges for educators related to resources, learners, the system, teachers and infrastructure. The results revealed that the educators used a variety of coping techniques to deal with these challenges. The researcher makes recommendations to the different stakeholders in education to address these challenges, as well as make suggestions for future research.
- Full Text:
- Date Issued: 2020
- Authors: Muller, Merilyn Elizabeth
- Date: 2020
- Subjects: Tourism -- Study and teaching -- South Africa
- Language: English
- Type: Thesis , Masters , MPhil
- Identifier: http://hdl.handle.net/10948/49964 , vital:41965
- Description: Education is imperative for the economy and for the employment of the youth, particularly given the high levels of youth unemployment in South Africa. The introduction of Tourism as a school subject is perceived as a gateway to employment opportunities for unemployed people and as a means to stimulate the economy of the country. Educators, especially in South African township schools, often teach in less favourable conditions and experience many challenges which require innovative solutions. This study contributes to an understanding of the challenges faced by educators teaching Tourism, especially educators teaching in township areas in the Nelson Mandela Bay district. Of particular importance is the coping strategies used by these educators to innovatively deal with these challenges. This purpose of the study was therefore to investigate the challenges experienced by educators that teach Tourism at township high schools in two Circuit Management Centres (CMC) in the Nelson Mandela Bay district in Port Elizabeth. A qualitative research design was followed with interviews as the empirical data collecting tool. The sample consisted of 16 educators teaching Tourism to Grade 11 and 12 learners at selected schools. The data collected was analysed qualitatively, using thematic analysis. The findings of this study revealed many challenges experienced by educators of Tourism at township schools in the Nelson Mandela Bay district. The key challenges for educators related to resources, learners, the system, teachers and infrastructure. The results revealed that the educators used a variety of coping techniques to deal with these challenges. The researcher makes recommendations to the different stakeholders in education to address these challenges, as well as make suggestions for future research.
- Full Text:
- Date Issued: 2020
Ethics amongst public sector built environment professionals: Gauteng Provincial Government
- Authors: Magabuko, Thando Zuko
- Date: 2020
- Subjects: Civil service ethics -- South Africa -- Gauteng Public administration -- Moral and ethical aspects -- South Africa -- Gauteng
- Language: English
- Type: Thesis , Masters , MSBE
- Identifier: http://hdl.handle.net/10948/49484 , vital:41725
- Description: This study sought to establish whether there are merits to the perceptions of lack of professional, personal and corporate ethics amongst Built Environment professionals in Gauteng Provincial Government (GPG), and to decipher the variance in the lack of ethics per built environment discipline. It also sought to propose ways to address the lack thereof, if it exists. The method that was utilised in this study is the quantitative research technique. Descriptive statistical techniques were used to analyse the data. The gathering of the primary data was done through the use of semi-structured questionnaires. The questionnaire was divided into three sections, with A being the demographical information, B the closed questions on the type of ethics (namely professional, personal and corporate) and C the open-ended questions on the type of ethics (namely professional, personal and corporate). This study has revealed that the lack of ethics amongst the professionals is marginal; but enforcement of the code of conduct and the willingness of senior management to address the ethical issues indeed varies per GPG department. The implications of the findings are that although unethical conduct is not rampant amongst built-environmental professionals in the Gauteng Provincial Government, it needs to be addressed and contained through mechanisms, such as training, the conducting of awareness campaigns and enforcement by senior management. If management can enforce the department’s code of conduct; and if professional bodies conduct awareness campaigns, the issue of unethical conduct could be reduced.
- Full Text:
- Date Issued: 2020
- Authors: Magabuko, Thando Zuko
- Date: 2020
- Subjects: Civil service ethics -- South Africa -- Gauteng Public administration -- Moral and ethical aspects -- South Africa -- Gauteng
- Language: English
- Type: Thesis , Masters , MSBE
- Identifier: http://hdl.handle.net/10948/49484 , vital:41725
- Description: This study sought to establish whether there are merits to the perceptions of lack of professional, personal and corporate ethics amongst Built Environment professionals in Gauteng Provincial Government (GPG), and to decipher the variance in the lack of ethics per built environment discipline. It also sought to propose ways to address the lack thereof, if it exists. The method that was utilised in this study is the quantitative research technique. Descriptive statistical techniques were used to analyse the data. The gathering of the primary data was done through the use of semi-structured questionnaires. The questionnaire was divided into three sections, with A being the demographical information, B the closed questions on the type of ethics (namely professional, personal and corporate) and C the open-ended questions on the type of ethics (namely professional, personal and corporate). This study has revealed that the lack of ethics amongst the professionals is marginal; but enforcement of the code of conduct and the willingness of senior management to address the ethical issues indeed varies per GPG department. The implications of the findings are that although unethical conduct is not rampant amongst built-environmental professionals in the Gauteng Provincial Government, it needs to be addressed and contained through mechanisms, such as training, the conducting of awareness campaigns and enforcement by senior management. If management can enforce the department’s code of conduct; and if professional bodies conduct awareness campaigns, the issue of unethical conduct could be reduced.
- Full Text:
- Date Issued: 2020
Exploring workplace conflict, case study of a day care centre, Nyanga, Western Cape: a conflict management perspective
- Authors: Williams, Annuschka, Angela
- Date: 2019
- Subjects: Conflict management -- South Africa -- Cape Town , Mediation and conciliation, Industrial Interpersonal conflict Organizational behavior Teams in the workplace
- Language: English
- Type: Thesis , Masters , MPhil
- Identifier: http://hdl.handle.net/10948/44412 , vital:37166
- Description: This study sought to explore a workplace conflict case study through a conflict management framework in an effort to offer recommendations to the organisation. The study was located in a day care centre, which has been in existence for over 15 years and which provides a number of health and social support services, and capacity-building opportunities for children, women and youth. The study presents a literature review and theoretical framework on conflict, workplace conflict and work conflict management as a backdrop for the empirical investigation. The study employed a qualitative research design and methodology. The study found that the conflict in the organisation has multiple bases, of which communication, structure and values are the major contributors. The conflict is both affective and substantive in nature. The essential divining force is the perceived and felt change in the organisational value and orientation which links to the historic versus the emerging developmental approach driving the organisational programmes.
- Full Text: false
- Date Issued: 2019
- Authors: Williams, Annuschka, Angela
- Date: 2019
- Subjects: Conflict management -- South Africa -- Cape Town , Mediation and conciliation, Industrial Interpersonal conflict Organizational behavior Teams in the workplace
- Language: English
- Type: Thesis , Masters , MPhil
- Identifier: http://hdl.handle.net/10948/44412 , vital:37166
- Description: This study sought to explore a workplace conflict case study through a conflict management framework in an effort to offer recommendations to the organisation. The study was located in a day care centre, which has been in existence for over 15 years and which provides a number of health and social support services, and capacity-building opportunities for children, women and youth. The study presents a literature review and theoretical framework on conflict, workplace conflict and work conflict management as a backdrop for the empirical investigation. The study employed a qualitative research design and methodology. The study found that the conflict in the organisation has multiple bases, of which communication, structure and values are the major contributors. The conflict is both affective and substantive in nature. The essential divining force is the perceived and felt change in the organisational value and orientation which links to the historic versus the emerging developmental approach driving the organisational programmes.
- Full Text: false
- Date Issued: 2019
Retailers’ food waste management: challenges and potential for action in Port Elizabeth
- Authors: Đào, Thị Anh Thư
- Date: 2019
- Subjects: Food industry and trade -- Waste minimization , Food industry and trade -- Waste disposal Refuse and refuse disposal
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/39359 , vital:35220
- Description: Food waste management within retailers is seen as an important solution to assist retailers in effectively managing food waste, and by doing so improving food security while limiting negative ecological consequences. Given the lack of research attention focusing on the importance of managing food waste among South African food retailers, and in particular the Eastern Cape, the primary objective of this research was to investigate retailers‟ food waste management in Port Elizabeth. Primary data was collected by conducting interviews with representatives of Port-Elizabeth-based participating stores and their individual Head Offices. This treatise reports on the findings and the conclusions drawn.
- Full Text:
- Date Issued: 2019
- Authors: Đào, Thị Anh Thư
- Date: 2019
- Subjects: Food industry and trade -- Waste minimization , Food industry and trade -- Waste disposal Refuse and refuse disposal
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/39359 , vital:35220
- Description: Food waste management within retailers is seen as an important solution to assist retailers in effectively managing food waste, and by doing so improving food security while limiting negative ecological consequences. Given the lack of research attention focusing on the importance of managing food waste among South African food retailers, and in particular the Eastern Cape, the primary objective of this research was to investigate retailers‟ food waste management in Port Elizabeth. Primary data was collected by conducting interviews with representatives of Port-Elizabeth-based participating stores and their individual Head Offices. This treatise reports on the findings and the conclusions drawn.
- Full Text:
- Date Issued: 2019
Examining the long-run equilibrium between South African and United States markets
- Authors: Meyiwa, Zenande Mandilakhe
- Date: 2018
- Subjects: Equilibrium (Economics) -- Mathematical models , Economics -- Mathematical models Macroeconomic studies Stock exchanges -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/22692 , vital:30058
- Description: The objective of this study is to examine the long-run equilibrium between the markets of South Africa and the United States of America (USA). To achieve this, the study reviews theoretical literature that examines the link between stock market returns, the real effective exchange rate and interest rates. Furthermore, the study provides a review of previous empirical literature. In addition, the study estimates a number of time series econometric techniques to examine the equilibrium between the four variables. The study estimates: The Johansen co-integration test, the Granger causality test in the VAR system; the Impulse Response Function, as well as the Forecast Error Variance Decomposition. The period under review is January 1996 to January 2016. The Granger Causality test revealed that there is a one-way causality from interest rates to the JSE ALSI (South African stock exchange) and the Russell 3000 index (USA stock market indicator), and a unidirectional causality that runs from the Russell 3000 to the real effective exchange rate. Furthermore, the study found that the real effective exchange rate Granger causes interest rates. The results for the Generalised Impulse Response Function and the Forecast Error Variance Decomposition underscore the findings of the Granger Causality test. In addition, the Generalised Impulse Response Function and the Forecast Error Variance Decomposition revealed that each variable experiences a very large response from its own shock. Since interest rates have an influence on stock market returns, the study recommended that companies listed on the JSE should develop appropriate debt management policies that will ensure cash flows are not affected when interest rates rise. The Rand/US Dollar exchange rate and US Stock market movements do not have a material effect on the JSE ALSI performance, therefore, the study recommended that the JSE can be marketed to international investors as a relatively safe market for international portfolio diversification. Lastly, South African businesses, along with local and international investors, should constantly monitor developments on the real effective exchange rate since they have an effect on interest rates.
- Full Text:
- Date Issued: 2018
- Authors: Meyiwa, Zenande Mandilakhe
- Date: 2018
- Subjects: Equilibrium (Economics) -- Mathematical models , Economics -- Mathematical models Macroeconomic studies Stock exchanges -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10948/22692 , vital:30058
- Description: The objective of this study is to examine the long-run equilibrium between the markets of South Africa and the United States of America (USA). To achieve this, the study reviews theoretical literature that examines the link between stock market returns, the real effective exchange rate and interest rates. Furthermore, the study provides a review of previous empirical literature. In addition, the study estimates a number of time series econometric techniques to examine the equilibrium between the four variables. The study estimates: The Johansen co-integration test, the Granger causality test in the VAR system; the Impulse Response Function, as well as the Forecast Error Variance Decomposition. The period under review is January 1996 to January 2016. The Granger Causality test revealed that there is a one-way causality from interest rates to the JSE ALSI (South African stock exchange) and the Russell 3000 index (USA stock market indicator), and a unidirectional causality that runs from the Russell 3000 to the real effective exchange rate. Furthermore, the study found that the real effective exchange rate Granger causes interest rates. The results for the Generalised Impulse Response Function and the Forecast Error Variance Decomposition underscore the findings of the Granger Causality test. In addition, the Generalised Impulse Response Function and the Forecast Error Variance Decomposition revealed that each variable experiences a very large response from its own shock. Since interest rates have an influence on stock market returns, the study recommended that companies listed on the JSE should develop appropriate debt management policies that will ensure cash flows are not affected when interest rates rise. The Rand/US Dollar exchange rate and US Stock market movements do not have a material effect on the JSE ALSI performance, therefore, the study recommended that the JSE can be marketed to international investors as a relatively safe market for international portfolio diversification. Lastly, South African businesses, along with local and international investors, should constantly monitor developments on the real effective exchange rate since they have an effect on interest rates.
- Full Text:
- Date Issued: 2018
Factors that influence business success in the Schauderville, Korsten and Gelvandale township areas of the Nelson Mandela Bay
- Authors: Fisher, Theo Andre
- Date: 2018
- Subjects: Success in business -- South Africa -- Nelson Mandela Bay Municipality , Small business -- South Africa -- Nelson Mandela Bay Municipality -- Management Economic development -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21938 , vital:29803
- Description: Presently, all South African businesses, including South African township small businesses, are required to be agile, innovative and highly adaptive in order to survive in a tough retail-trading environment. The reasons for having to adapt their strategies are due to the poor economic conditions and political uncertainty that South Africans are currently experiencing. Businesses owners are facing various challenges and have to mitigate and even eliminate numerous negative influences that potentially impede the growth and the sustainability of their businesses. The purpose for undertaking this research study was to establish a deeper understanding of township small businesses that operate in the township setting in South Africa. Many residents of the Schauderville, Korsten and Gelvandale townships areas in the Nelson Mandela Bay are unemployed. Some unemployed residents and those who were retrenched due to the tough South African economic environment started their own businesses, with the expectation of earning a sustainable income. However, the majority of these businesses were not able to establish themselves successfully. The question addressed in this study was therefore: what factors influence the success of small businesses in the Schauderville, Korsten and Gelvandale townships situated of the Nelson Mandela Bay? Thereafter, the researcher recommended strategies that the township small business owners should implement to improve their chances of operating more successful businesses. The selected factors that could negatively impact township small business success are mentioned below. The influencing factors that were discussed are: Competition; The formal and informal education levels of business owners and the township communities; The unemployment rate of township dwellers; Crime; and the disposable income levels of township communities. The research findings indicate that the majority of the township small businesses are influenced by the mentioned factors, especially crime. This conclusion was made after a sample of 50 respondents had completed structured interview questionnaires and after the results of the questionnaires had been analysed. This research study targeted township small business owners who operate in the Schauderville, Korsten and Gelvandale townships of the Nelson Mandela Bay. The researcher’s intention was to assist the township small business owners with strategies to mitigate the influences that competition (from locally owned township small businesses, foreign shopkeepers and township shopping malls), formal and informal education levels, unemployment, crime and disposable income levels of township communities have on their small businesses. In conclusion, the results of the research study show that the small business owners, together with government, should implement the recommendations that were made by the researcher in order to improve the success rate of their township small businesses. More vibrant and successful township small businesses will ultimately lead to better job opportunities and eventually to a flourishing South African economy.
- Full Text:
- Date Issued: 2018
- Authors: Fisher, Theo Andre
- Date: 2018
- Subjects: Success in business -- South Africa -- Nelson Mandela Bay Municipality , Small business -- South Africa -- Nelson Mandela Bay Municipality -- Management Economic development -- South Africa -- Nelson Mandela Bay Municipality
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: http://hdl.handle.net/10948/21938 , vital:29803
- Description: Presently, all South African businesses, including South African township small businesses, are required to be agile, innovative and highly adaptive in order to survive in a tough retail-trading environment. The reasons for having to adapt their strategies are due to the poor economic conditions and political uncertainty that South Africans are currently experiencing. Businesses owners are facing various challenges and have to mitigate and even eliminate numerous negative influences that potentially impede the growth and the sustainability of their businesses. The purpose for undertaking this research study was to establish a deeper understanding of township small businesses that operate in the township setting in South Africa. Many residents of the Schauderville, Korsten and Gelvandale townships areas in the Nelson Mandela Bay are unemployed. Some unemployed residents and those who were retrenched due to the tough South African economic environment started their own businesses, with the expectation of earning a sustainable income. However, the majority of these businesses were not able to establish themselves successfully. The question addressed in this study was therefore: what factors influence the success of small businesses in the Schauderville, Korsten and Gelvandale townships situated of the Nelson Mandela Bay? Thereafter, the researcher recommended strategies that the township small business owners should implement to improve their chances of operating more successful businesses. The selected factors that could negatively impact township small business success are mentioned below. The influencing factors that were discussed are: Competition; The formal and informal education levels of business owners and the township communities; The unemployment rate of township dwellers; Crime; and the disposable income levels of township communities. The research findings indicate that the majority of the township small businesses are influenced by the mentioned factors, especially crime. This conclusion was made after a sample of 50 respondents had completed structured interview questionnaires and after the results of the questionnaires had been analysed. This research study targeted township small business owners who operate in the Schauderville, Korsten and Gelvandale townships of the Nelson Mandela Bay. The researcher’s intention was to assist the township small business owners with strategies to mitigate the influences that competition (from locally owned township small businesses, foreign shopkeepers and township shopping malls), formal and informal education levels, unemployment, crime and disposable income levels of township communities have on their small businesses. In conclusion, the results of the research study show that the small business owners, together with government, should implement the recommendations that were made by the researcher in order to improve the success rate of their township small businesses. More vibrant and successful township small businesses will ultimately lead to better job opportunities and eventually to a flourishing South African economy.
- Full Text:
- Date Issued: 2018
A psychobiographical study of John Winston Lennon
- Authors: Kitching, Philip Herman
- Date: 2012
- Subjects: Lennon, John, 1940-1980 , Psychology -- Biographical methods , Musicians
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9915 , http://hdl.handle.net/10948/d1010847 , Lennon, John, 1940-1980 , Psychology -- Biographical methods , Musicians
- Description: Psychobiography can be viewed as the re-writing of an individual’s life story previously undetected. In general it consists of a combination of two central elements: biography and psychological theory that aim to explain the particular individual’s psychological development. This particular study serves to explore the extraordinary life of renowned singer, songwriter, artist and activist, John Winston Lennon (1940-1980). The basis for this investigation will take the form of notable biographical accounts of the subject’s life, together with Austrian psychiatrist Alfred Adler’s (1938) theory of Individual Psychology, which recognizes the importance of human society for the development of individual character and the orientation of every single action and emotion in the life of a human being. Adler’s theory further explores that the main motives of human thought and behaviour are an individual’s striving for superiority and power, partly in compensation for his feeling of inferiority. The psychobiographical data collection and analysis for this research thesis will be guided by Yin’s (1994) theory of ‘analytic generalisation’, which uses a theoretical framework in selecting relevant data which develops a matrix as a descriptive framework for organizing and integrating that data, and Alexander’s (1988) analytical model which focuses on lifting out themes through principal identifiers of salience was used and applied. John Winston Lennon expressed his personal experiences and ideals through his songs and became the spokesman for his generation on modern day issues such as feminism and world peace. It is however, unfortunate that Lennon throughout his life remained a boy who felt rejected and unloved by his parents and strove to be superior in all aspects of his rich life in an attempt to acquire the love and acceptance that was not bestowed on him as a child.
- Full Text:
- Date Issued: 2012
- Authors: Kitching, Philip Herman
- Date: 2012
- Subjects: Lennon, John, 1940-1980 , Psychology -- Biographical methods , Musicians
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:9915 , http://hdl.handle.net/10948/d1010847 , Lennon, John, 1940-1980 , Psychology -- Biographical methods , Musicians
- Description: Psychobiography can be viewed as the re-writing of an individual’s life story previously undetected. In general it consists of a combination of two central elements: biography and psychological theory that aim to explain the particular individual’s psychological development. This particular study serves to explore the extraordinary life of renowned singer, songwriter, artist and activist, John Winston Lennon (1940-1980). The basis for this investigation will take the form of notable biographical accounts of the subject’s life, together with Austrian psychiatrist Alfred Adler’s (1938) theory of Individual Psychology, which recognizes the importance of human society for the development of individual character and the orientation of every single action and emotion in the life of a human being. Adler’s theory further explores that the main motives of human thought and behaviour are an individual’s striving for superiority and power, partly in compensation for his feeling of inferiority. The psychobiographical data collection and analysis for this research thesis will be guided by Yin’s (1994) theory of ‘analytic generalisation’, which uses a theoretical framework in selecting relevant data which develops a matrix as a descriptive framework for organizing and integrating that data, and Alexander’s (1988) analytical model which focuses on lifting out themes through principal identifiers of salience was used and applied. John Winston Lennon expressed his personal experiences and ideals through his songs and became the spokesman for his generation on modern day issues such as feminism and world peace. It is however, unfortunate that Lennon throughout his life remained a boy who felt rejected and unloved by his parents and strove to be superior in all aspects of his rich life in an attempt to acquire the love and acceptance that was not bestowed on him as a child.
- Full Text:
- Date Issued: 2012
Role of the customer care unit at the Department of Education in the province of the Eastern Cape
- Authors: Mkutukana, Babalwa
- Date: 2012
- Subjects: Public administration -- South Africa -- Eastern Cape , Customer services -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:8296 , http://hdl.handle.net/10948/d1018896
- Description: The importance and need for customer care is recognized in both the public and private sector. Policy documents such as Batho Pele (White Paper on Transforming Public Service Delivery 1997) have captured this. Hence citizens should be treated as customers. Each of the eight Batho Pele principles reinforces and encourages the perception of the end-users of public services as customers, rather than simply as citizens (Batho Pele Handbook, 1997:26). The Eastern Cape Department of Basic Education has experienced challenges which include the malfunctioning of the school nutrition programme, unpaid service providers and unpaid benefits to its employees. These challenges highlight the need for customer care in the provision of these services. This study evaluated the role of the Customer Care Unit in the Department of Basic Education in the Eastern Cape. Interviews and complaints data base were used in the data collection process. The study found that factors influencing the functioning of the Customer Care Unit include, among others, limited collaboration between the Customer Care Unit and the Head Office of the Eastern Cape Department of Basic Education; limited awareness of the existence of the Customer Care Unit; and a shortage of staff and financial resources. The study recommends that Management should support the Unit by, among others, appointing and training adequate staff, raising awareness regarding the Unit and providing financial, technological and physical resources for the Unit.
- Full Text:
- Date Issued: 2012
- Authors: Mkutukana, Babalwa
- Date: 2012
- Subjects: Public administration -- South Africa -- Eastern Cape , Customer services -- South Africa -- Eastern Cape
- Language: English
- Type: Thesis , Masters , MPA
- Identifier: vital:8296 , http://hdl.handle.net/10948/d1018896
- Description: The importance and need for customer care is recognized in both the public and private sector. Policy documents such as Batho Pele (White Paper on Transforming Public Service Delivery 1997) have captured this. Hence citizens should be treated as customers. Each of the eight Batho Pele principles reinforces and encourages the perception of the end-users of public services as customers, rather than simply as citizens (Batho Pele Handbook, 1997:26). The Eastern Cape Department of Basic Education has experienced challenges which include the malfunctioning of the school nutrition programme, unpaid service providers and unpaid benefits to its employees. These challenges highlight the need for customer care in the provision of these services. This study evaluated the role of the Customer Care Unit in the Department of Basic Education in the Eastern Cape. Interviews and complaints data base were used in the data collection process. The study found that factors influencing the functioning of the Customer Care Unit include, among others, limited collaboration between the Customer Care Unit and the Head Office of the Eastern Cape Department of Basic Education; limited awareness of the existence of the Customer Care Unit; and a shortage of staff and financial resources. The study recommends that Management should support the Unit by, among others, appointing and training adequate staff, raising awareness regarding the Unit and providing financial, technological and physical resources for the Unit.
- Full Text:
- Date Issued: 2012
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