Constructing an online serviceScape for the funeral industry
- Authors: Coetzee, Cornelis Albertus
- Date: 2022-04
- Subjects: Funeral supplies industry , Funeral service , Service industries -- Marketing
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10948/57611 , vital:58186
- Description: An online servicescape serves as a moderator for excellence in Customer Relationship Management (CRM). The study approached the online servicescape from the perspective of the funeral industry. Nowhere is the relevance of an online servicescape more apparent than in an industry which is firstly, unsought, and secondly, perceived as dismal. During the process of arranging a funeral, the customer is experiencing an unusual purchase situation as it is a purchase that cannot be avoided. The possibility also exists that the customer most likely did not seek information about a funeral home prior to the demise of a loved one. A third contributing factor is the emotional state of the customer which will, in a time of bereavement, have a strong impact on the rational decision-making process. Considering these conditions, the study approached the online servicescape based on three elements, namely Search Engine Optimisation, perceived value, and perceived usefulness of the online servicescape. These elements contribute to trust in the funeral home’s online offerings, which could influence the purchase outcomes significantly. The aim of the study was to construct a functional servicescape for an unsought business such as a funeral home, hence contributing significantly to the CRM body of knowledge as it was determined that this has not been explored before from an academic perspective. A quantitative, exploratory methodology was implemented. The exploration is depended on Bitner's (1992a:60) seminal model of servicescapes, Harris and Goode's (2010:230-243) model for online servicescapes, and the key constructs of Simon's (1996:141-142) Design Theory to provide a methodological basis with which to construct the key elements for a funeral industry based online servicescape. The data collection process followed a twostep process. A content analysis was conducted on existing websites from five English speaking countries, followed by a survey that largely reflected the content analysis variables to gain customer insights. The data was analysed using a descriptive analysis process. v It was determined that customers would trust a functional servicescape, which will most probably lead to a purchase situation. However, customers also indicated the opposite if they detect anything on the website that might lead to distrust. It was therefore concluded that it is imperative for a funeral home to ensure that their online servicescape meets the functional needs of customers in order ensure trust and purchase intention. , Thesis (PhD) -- Faculty of Business and Economic science, 2022
- Full Text:
- Date Issued: 2022-04
HRM digitalisation and value added in the south African workplace
- Authors: Chapano, Munodani
- Date: 2022-04
- Subjects: Personnel management , Human Resources Assessment
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10948/57578 , vital:58094
- Description: The main objective of this study was to determine the extent and nature of value that HRM digitalisation can add to the South African workplace. Digitalisation is a product of 4IR, which refers to the process of leveraging and applying 4IR technologies within organisational operations, including HRM, with the aim of optimising business processes. HRM digitalisation refers to the adoption and application of digital HRM technologies of the 4IR in the conduct of HRM practices, policies, activities and transactions to optimise the HRM function. Due to a shortage of studies that shed light on the value contributed by HRM digitalisation in the workplace, a need arises to determine the extent and nature of this value and the strategies needed to unlock this potential in the context of the 4IR. Moreover, in most South African (SA) organisations, there has been a lack of a fully integrated approach to digital HRM. Thus, this study aims at exploring HRM digitalisation and the value it contributes to South African organisations, with the expectation of developing an articulated and integrative HRM digital strategy for South African organisations. This study was accomplished by means of a literature and an empirical study. The literature study provided theoretical information related to challenges and opportunities introduced by the 4IR in the world of work, with specific reference to the South African workplace and which therefore impact HRM and necessitate the need for digitalisation of HRM. In addition, the following were explored: HRM Digital Strategies that could be adopted and add value in the South African workplace; the extent and nature of that value; the challenges probably encountered in doing so and possible means to overcome the challenges. The discussion led to the development of a hypothetical, theoretical model of HRM digitalisation in the South African workplace. The hypothetical model was used as the basis for the development of a measuring instrument used to collect empirical data for this study. The empirical study used the online questionnaire survey as the data collection instrument that measured the extent and nature of value that various HRM Digital Strategies could vii | P a g e add to the South African workplace; perceived value and hard evidence of the impact of HRM digitalisation; and the extent and nature of challenges associated with the Adoption of HRM Digital Strategies across the HR value chain. The online survey questionnaire was administered to HR directors, HR managers, HR practitioners and line managers who worked in the automotive manufacturing industry in the municipalities of Nelson Mandela Bay in Port Elizabeth and Buffalo City in East London in the Eastern Cape Province of South Africa. A non-probability sampling procedure which comprised a combination of purposive and snowball sampling methods was used to select participants for the study (n = 312). The results from the empirical study, computed using Exploratory Factor Analysis (EFA), descriptive statistics and inferential statistics (such as paired-sample t-tests, Pearson’s product moment correlation and regression analysis) showed that organisations in South Africa had invested and adopted more of Digital Talent and Digital Media strategies and less of Digital Org (Design & Culture) and Digital ERM HRM strategies across the HR value chain and as a result, had gained more value at relational level, followed by that at operational level. They gained the least value at transformational level. It was therefore revealed that if HRM professionals, managers and leaders within organisations want to boost the contribution of the HRM function towards achieving the strategic goals of the organisation (transformational level), digitalising the function is one of the best ways. They can achieve this by investing more of HRM Digital Strategies related to Digital Org (Design & Culture), followed by Digital Talent and Digital ERM strategies. Challenges related to the adoption of digital strategies across the HR value chain were only found to negatively influence Digital Org (Design & Culture) and Digital ERM strategies, whereas Digital Talent and Digital Media strategies were not negatively influenced. Based on the literature and empirical results of this study, an integrative HRM digitalisation model was designed to provide a framework approach for implementing HRM digitalisation in South African organisations. , Thesis (PhD) -- Faculty of Business and Economic science, 2022
- Full Text:
- Date Issued: 2022-04
Scenarios for South Africa’s ocean economy towards 2060
- Authors: Hadi, Nomtha
- Date: 2022-04
- Subjects: Sustainable development--South Africa , Economic development--South Africa
- Language: English
- Type: Doctoral theses , text
- Identifier: http://hdl.handle.net/10948/57676 , vital:58195
- Description: The ocean is becoming the new focal point in the discourse on growth and sustainable development, both at national and international levels. Scenario planning improves the quality of the strategic conversations that organisations need to have as a position in preparing for the future. In this research, scenarios for South Africa’s ocean economy towards 2060 were developed and explored by considering the six key ocean sectors as outlined in the Operations Phakisa Strategy, namely, Marine Transport and Manufacturing, Offshore Oil and Gas Exploration, Aquaculture, Small Harbours, Coastal and Marine Tourism, Marine Protection Services and Ocean Governance. The research process was guided by Inayatullah’s six pillars and linked methods towards scenario development. Existing studies do not take into consideration the various social, technological, economic, environmental, political, legislative and ethical factors influencing the growth of the ocean economy. With the ocean increasingly being considered a new economic frontier, sustainable development has become pertinent for supporting and facilitating continued economic growth areas without compromising on environmental, social, or economic factors. Sustainable development within the ocean economy is further supported by Goal 14 of the Sustainable Development Goals, which focuses on conservation and sustainable use of the ocean, sea and marine resources. A literature review was conducted to gain a better understanding of the ocean economy, and primary data was collected through a real-time Delphi platform and semi-structured interviews. The real-time Delphi collected information on the key megatrends that continue to shape the ocean economy and key drivers and wild cards that can affect the sustainability of the key ocean economy industries. In addition, semi-structured interviews collected information on the proposed scenarios and the capacity needed in growing and promoting a sustainable ocean economy for South Africa towards 2060. A scenario matrix was developed for South Africa’s ocean economy and four scenarios and their implications were analysed. The preferred scenario was a resilient ocean economy towards 2060. The study also took a step forward with a view to provide reference to stakeholders and governments in progressing towards a possible scenario and developed an integrated vision for a sustainable ocean economy for South Africa towards 2060. This proposed vision is to ABSTRACT v mitigate against future challenges, collaborate and proactively utilise the development opportunities offered by the ocean economy. , Thesis (PhD) -- Faculty of Business and Economic science, 2022
- Full Text:
- Date Issued: 2022-04