published_or_final_version / Business Administration / Master / Master of Business Administration

The following case study aims to explore the knowledge transfer and its implications in the context of a soft service firm. The complexity of knowledge itself and the knowledge transfer process in service firms brings new challenges. The phenomenon was investigated by the application of grounded theory. Interviews were conducted with employees at a company present in the Quick Service Restaurant segment. It resulted in several findings that were not reported by previous literature. Firstly, within the case company there was multiple formal networks that circulate separately, except for interconnections through the restaurant managers. Within the organization personal relationships proved to be the most important factor for knowledge sharing. Secondly, within a large franchise network, an actor might take the role of knowledge creator due to its size and influence the other franchises in the network. Thirdly, knowledge transfer, implementation and innovation are hindered when work environment is characterized by stress and high pressure to perform. Fourthly, communication improves operation efficiency and employee motivation. This study provides navigations to future research and can be used as guidance in regard to knowledge transfer for practitioners, managers or other interested.

This study explores the question of whether repurchasing of service establishments is an inherent characteristic of service franchising. The answer to this question holds substantial consequences for the economy and for public policy toward franchising.

The South African fast-food industry is growing steadily, and so is the trend towards healthy eating. South Africans are becoming more aware of what they put into their bodies and not only do they want to consume meals that are quick and convenient, but they also want to ensure that what they are eating offers nutritional benefits. Although fast-food outlets have responded to customer demand by adding healthier food options to their menus, customer satisfaction regarding these options has not been investigated sufficiently in South Africa. The purpose of this study was to explore customer satisfaction with the healthier food options available at fast-food outlets in South Africa. An extensive literature review was conducted on the South African fast-food industry (the link between fast-food and obesity was noted, followed by a discussion on the trend towards healthy eating) and customer satisfaction. An empirical study was conducted, in which data was collected from students studying at the University of Pretoria by means of self-administered questionnaires. The study followed a mixed method approach, incorporating both qualitative and quantitative research in order to satisfy the research objectives. The results of this research study indicate that there is a high level of satisfaction amongst South African customers with the healthier food options available at fast-food outlets. / Business Management / M. Comm. (Business Management)

Thesis (Ph.D.)--University of the Witwatersrand, Faculty of Health Sciences, 2012 / Background: South Africa is not exempt from the obesity epidemic and latest figures show that a third of adult men and two-thirds of adult women are either overweight or obese. Concomitant are changes in dietary habits and practices which have been implicated in the risk of obesity. Concern is that obesity and related non-communicable diseases (NCDs) manifest at younger ages. Adolescence, as well as being a stage during the life course when eating attitudes and behaviours are formed, is a particular time when the aetiology of NCDs becomes evident. Little is known about the dietary patterns during adolescence in South Africa, and if policymakers are to attempt to reduce the burgeoning statistics relating to obesity then it is important to understand adolescent dietary habits and eating practices. Aims: To describe adolescent dietary habits and practices among South African adolescents and how they might influence obesity risk. Methods: This study used a mixed methods study design, using both historical and prospective data and included four study components in both an urban (components 1-3) and a rural setting (component 4). Firstly, a cross-sectional assessment of fast-food intake of urban 17-year-olds from the Birth to Twenty Cohort (Bt20); secondly, a longitudinal descriptive analysis of dietary habits and practices of the Bt20 participants over a five-year period, between ages 13 – 17 years followed; thirdly a longitudinal assessment of the relationship between dietary habits, change in socio-economic status (SES) and obesity in the Bt20 adolescents was conducted; and finally, an exploratory survey assessing the availability of fast foods in a rural area. Results: The cross-sectional analysis showed that mean fast food intake was 8.1 (4.6) items and 7.2 (4.7) items/week for males and females respectively. Furthermore, the kota (or quarter) was the most popular fast food item and on average it provided 5 370 kJ, 51 g fat (of which 13 g Saturate fatty acids (SFA)). The longitudinal analysis showed that poor dietary habits and practices were embedded by the age of 13 years and were characterised by: high fast food consumption with at least five items/week consumed from the age of 13 years. Breakfast (weekday and weekend) consumption declined for both genders and females ate breakfast less regularly than males. Snacking while watching television increased with age: with females consuming more (4.0 (4.8) - 7.3 (5.9)) snacks per week than males (3.3 (4.5) - 6.0 (5.8). Two-thirds of participants ate their main meal with their family but among girls there was a trend towards eating this meal less regularly with increasing age. Confectionery consumption remained the same, around nine items/week for males and 10 items/week for females. Lunch box usage declined with age, conversely the number of tuck shop purchases increased with age. The prevalence of combined overweight and obesity was (8.1%) and (27%) in 17-year-old males and females respectively. In males only, soft drink consumption was associated with obesity denoted by BMI z-score and fat mass (p<0.05). In the final multivariate model, soft drink consumption remained positively and significantly associated with both outcomes and „acquiring‟ a fridge over the 12-year period remained negatively associated with both BMI z-score and fat mass (p<0.001). Among females, no associations were found. Thus further data on other lifestyle variables are needed to understand better the exposures related to obesity risk in females. In the rural setting fast food was found to be available albeit a limited variety; two-thirds of the collected samples were either vetkoek (fried dough balls) or fried chips (yielding between 943 kJ – 5 552 kJ and 11 g – 64 g fat). Compared to the kotas available in Soweto, the samples obtained in the rural setting contained more energy and fat (6 300 kJ, 60 g fat vs. 5 369 kJ, 51.5 g fat). Conclusions: This research highlights that poor dietary habits and practices prevail in adolescence which may be implicated in negative health outcomes in later life. Of concern is the finding that poor dietary habits were embedded by the age of 13 years which suggests that interventions need to target families and children prior to adolescence in order to reduce the pervasiveness of these habits in the older child. The prevalence of combined overweight and obesity is higher than the national statistics for both boys and girls at the age of 17-years. This research confirms that some dietary behaviours are associated with obesity risk namely soft drink consumption – but in males only. However soft drink consumption may be a marker for other lifestyle behaviours associated with obesity. Other dietary habits were not shown to be associated with obesity in neither males nor females, which highlights the difficulty in the measurement of exposures relating to diet. This study also showed in males at least, that socio-economic factors are important when considering obesity risk. The availability of fast foods in a relatively impoverished rural area is concerning as it may indicate that this community is undergoing nutritional changes such as those seen in urban environments. With urbanisation and economic transition, households experience a change in SES and these changes drive behaviour which can either enable or disable health outcomes. In this study SES improvement, e.g. fridge ownership seems to enable certain behaviours which can be obesogenic. However we cannot halt development in this context but we must devise ways to improve lifestyle choices which will promote health rather than impede it.

A elevada competitividade nos diversos setores da economia brasileira também está presente no varejo de alimentação. Destaca-se a parcela composta por estabelecimentos dedicados ao fornecimento de lanches ou refeições rápidas, conhecidos como restaurantes fast food. Esse setor exibe a presença de redes internacionais, no formato de franquias, que tornam o mercado mais competitivo. Este trabalho está voltado para o segmento de redes de restaurantes fast food, estudando os relacionamentos envolvidos nas operações logísticas, dentro da cadeia de suprimentos. Para os diversos participantes dessa cadeia - organização detentora da franquia da rede, restaurantes, fornecedores, provedores de serviços logísticos e clientes - a logística, envolvendo atividades como compras, inventário e distribuição, tem uma função central e estratégica, influenciando de forma significativa os resultados de todas as partes. Um aspecto relevante é a política de terceirização (outsourcing) das atividades logísticas, cada vez mais presente em todo o mundo, que também se apresenta como alternativa neste segmento. Destaca-se a figura do operador logístico, um provedor de diversas funções logísticas, realizando-as de forma integrada. Em face deste contexto, o principal objetivo deste trabalho é a proposição de modelos de negócios que podem ser aplicados às redes de restaurantes fast food, onde são mostradas as diversas formas de relacionamentos entre os participantes, visando a obtenção de valor para o cliente. O modelo de negócio é a base para a definição da estratégia competitiva dos integrantes da cadeia de suprimentos, em busca de vantagem competitiva para o grupo. Uma pesquisa empírica (survey) foi realizada com redes de restaurantes fast food para permitir a visão da realidade empresarial e auxiliar no desenvolvimento dos modelos de negócios. Em seguida foram selecionados quatro casos - três redes e um operador logístico - para um estudo mais aprofundado e obtenção de insights que possibilitem compreender a estratégia competitiva destas redes. / The high level of competitiveness in the various sectors of the Brazilian economy is also present in food retail. The segment made up of establishments devoted to offering snacks or quick meals, known as fast food restaurants, stands out. In it, international chains with the franchise format can be found, which makes the market more competitive. This piece of work is geared to the segment made up of fast food restaurant chains. It studies the relationships involved in the logistical operations within the supply chain. For the various participants in this chain -- the organization that owns the franchise, restaurants, suppliers, providers of logistical services and customers -- the logistics, involving activities such as purchasing, inventory and distribution, have a central and strategic role, significantly influencing the results of all the parties. A relevant aspect is the worldwide and ever more common policy of outsourcing logistical activities, which also shows up as an alternative in this segment. A character that stands out is the integrated service provider, who carries out several logistical functions and does so in integrated way. In view of this context, the main purpose here is proposing business models that may be applied to fast food restaurant chains. In them, the various forms of relationship between the participants are shown, with the aim of obtaining value for the customer. The business model is the basis for defining the competitive strategy of the players of the supply chain, in the search for competitive advantage for the group. A survey of fast food restaurant chains was conducted to allow one to grasp the business reality and help in the development of the business models. Next, four cases were selected -- three chains and an integrated service provider -- for a more in-depth study and to obtain insights that make it possible for one to understand the competitive strategy of these chains.

by Tang Mui-Yin Helen, Wong Man-Lai Bridget. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1987. / Bibliography: leaves 185-188.

Submitted by Flávio Nunes (fnunes) on 2015-03-13T17:53:25Z No. of bitstreams: 1 LuciaAbrantesAdministracao.pdf: 6371651 bytes, checksum: 864563edfa0da88e488c86eac8aa207c (MD5) / Made available in DSpace on 2015-03-13T17:53:25Z (GMT). No. of bitstreams: 1 LuciaAbrantesAdministracao.pdf: 6371651 bytes, checksum: 864563edfa0da88e488c86eac8aa207c (MD5) Previous issue date: 2010-07-19 / Nenhuma / Uma das grandes preocupações da administração tem sido explicar como as organizações adquirem e sustentam suas vantagens competitivas. Nesse sentido, o presente trabalho procura entender como a QG grelhados empresa de médio porte do fragmentado setor de fast food, onde as baixas barreiras para novos entrantes ocasionam significativa concorrência, constrói e sustenta uma posição de vantagem competitiva. A escolha da empresa QG grelhados para o estudo de caso, deve-se ao seu posicionamento de destaque no setor de fast food goiano. Como referencial teórico são utilizadas duas correntes que se apóiam em hipóteses concorrentes, mas que; cada vez mais, tem sido apontadas como partes complementares, a Estratégia Competitiva na Visão de Porter, a qual vê o posicionamento da empresa na Indústria o principal determinante para seu desempenho. A Visão Baseada em Recursos ? RBV, que considera o conjunto de recursos e capacidades como a maior fonte de vantagem competitiva de uma empresa. O estudo observou que a vantagem competitiva sustentável da empresa é oriunda, tanto do seu posicionamento na indústria de fast food, quanto do conjunto de recursos e capacidades adquiridas ao longo dos seus vinte e nove anos de mercado. Os preços mais baixos na indústria e a eficiência de sua cadeia de suprimento sugerem que a QG segue uma estratégia orientada para custo. E seus principais recursos utilizados na formulação de sua estratégia são a reputação da marca, os recursos humanos e estratégicos que fornecem continuamente novas alternativas sobre como competir para um desempenho organizacional superior. / One of the major concerns of management today is to explain how organizations acquire and sustain their competitive advantage. This study sets out to understand how QG grelhados , a medium-sized company in the fragmented fast food industry, has built up and maintains a position of competitiv e advantage in a market, where low barriers to new entrants generate significant competition. QG grelhados was chosen for the case study because of its prominent position in Goiás’s fast food sector. As a theoretical basis, two different currents, which rely on competing hypotheses and are being seen as complimentary, were used. They are Porter’s Competitive Strategy, which sees a company's position in the industry as the main determinant for its performance, and the Resource-Based View (RBV), which considers the set of resources and capabilities to be a major source of competitive advantage for a company. This study noted that the company's sustainable competitive advantage comes from both its position in the fast food industry, as well as its set of resources and capabilities acquired throughout its twenty-nine years in the market. The QG lower price in the industry and its capacity in managing the supply chain suggest that QG follows a cost oriented strategy. This strategy is supported by its brand name, by a set of human and strategic resources which continuously indicate new ways to compete in order to achieve higher performance.

Chow Man-wai. / Thesis submitted in: August 2002. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 104-107). / Abstracts in English and Chinese. / Abstract --- p.i / Acknowledgement --- p.iii / Table of Content --- p.iv / Chapter Chapter 1 --- Introduction --- p.1 / Chapter 1.1 --- Scope of Study --- p.1 / Chapter 1.2 --- Literature Review --- p.5 / Chapter 1.2.1 --- Capitalist Labor Process --- p.5 / Chapter 1.2.2 --- Fast Food Jobs --- p.7 / Chapter 1.2.3 --- Youth and Part-Time Work --- p.9 / Chapter 1.2.4 --- No Shame in my Game --- p.11 / Chapter 1.2.5 --- Social Class --- p.11 / Chapter 1.3 --- Methodology --- p.12 / Chapter 1.3.1 --- Participant Observation --- p.13 / Chapter 1.3.2 --- Interviews --- p.14 / Chapter 1.3.3 --- Written Materials and the Internet --- p.15 / Chapter 1.4 --- Theoretical Framework --- p.16 / Chapter Chapter 2 --- Portraits of the Fast Food Workers --- p.17 / Chapter 2.1 --- General Understandings of the Hamburger Flippers --- p.17 / Chapter 2.1.1 --- Age --- p.17 / Chapter 2.1.2 --- Gender --- p.18 / Chapter 2.1.3 --- Education --- p.20 / Chapter 2.1.4 --- Family --- p.23 / Chapter 2.2 --- The Young Burger Master Workers --- p.24 / Chapter 2.2.1 --- Ah How's World --- p.25 / Chapter 2.2.2 --- Ah Tung's World --- p.28 / Chapter 2.2.3 --- Kat's World --- p.32 / Chapter 2.2.4 --- Ada's World --- p.34 / Chapter 2.2.5 --- Ah Yan's World --- p.38 / Chapter Chapter 3 --- Working at Burger Master --- p.41 / Chapter 3.1 --- QSC --- p.41 / Chapter 3.2 --- Inside the Restaurant --- p.42 / Chapter 3.3 --- Learning the Job --- p.44 / Chapter 3.4 --- Teamwork Spirit --- p.49 / Chapter 3.5 --- The Management Ladder --- p.52 / Chapter 3.6 --- Hidden Skills --- p.53 / Chapter Chapter 4 --- Cultural Challenges --- p.55 / Chapter 4.1 --- Public Perceptions --- p.55 / Chapter 4.1.1 --- Having No Future --- p.55 / Chapter 4.1.2 --- Any Idiot Can Do It --- p.56 / Chapter 4.1.3 --- Toilet-Washing Job --- p.58 / Chapter 4.2 --- Organizational Culture --- p.59 / Chapter 4.2.1 --- The Burger Master Family --- p.60 / Chapter 4.2.2 --- Handling Insults --- p.66 / Chapter 4.2.3 --- "Providing ""Opportunities""" --- p.68 / Chapter Chapter 5 --- Dead End Work? --- p.70 / Chapter 5.1 --- Part-Time Workers --- p.70 / Chapter 5.2 --- Full-Time Workers --- p.72 / Chapter 5.2.1 --- An Honored Identity --- p.73 / Chapter 5.2.2 --- Temporary Shelter --- p.75 / Chapter 5.2.3 --- No Alternatives? --- p.77 / Chapter 5.2.4 --- Importance of Family --- p.78 / Chapter 5.3 --- Quitting --- p.81 / Chapter 5.3.1 --- Part-Time Workers --- p.82 / Chapter 5.3.2 --- Full-Time Workers --- p.83 / Chapter 5.4 --- Entering the Real World --- p.84 / Chapter 5.4.1 --- The Outside Track --- p.85 / Chapter 5.4.2 --- The Inside Track --- p.88 / Chapter 5.5 --- Acquiring Human Capital --- p.89 / Chapter 5.5.1 --- Rediscovering the Value of Education --- p.90 / Chapter 5.5.2 --- Discipline --- p.91 / Chapter 5.6 --- Dead End Work? --- p.92 / Chapter Chapter 6 --- Conclusion --- p.93 / Appendix --- p.102 / Bibliography --- p.104

The thesis offers a gastronomic meditation on the ambiguity and complexity of meanings signified by McDonald’s as one of the most powerful food symbols of the late twentieth-century Western society. Using an advance on the structuralist perspective, the thesis argues that it is important to understand food not simply as a surface representation of the social order but as a product of a constant, constitutive dialectic between order and disorder and a dual perception of order. The search for the complex meanings of McDonald’s is pursued firstly by bringing the concept of disorder to centre stage to form a dialectic relationship between order and disorder; secondly, by setting McDonald’s at the interface of modernity and post modernity, positioned in an intersection of two competing versions of the history of food and of order as expressed through food. Here the dominant historical narrative expresses the triumph of the order of the bourgeoisie through the work of Elias and ‘the civilizing process’, with the counter-narrative of Bakhtin’s theory of the carnivalesque highlighting the continuing importance of disorder. These narratives are explored at two key moments of food history, where the order/disorder dialectic can be seen to play a different role. The first is the interface of medieval ‘disorder’ and the coming bourgeois order of modernity, where Rabelais is the key text and secondly; the early nineteenth-century, where Brillat-Savarin is used as a marker of the triumph of eighteenth-century rationalism. It is only by reference to the order/disorder dialectic and the duality of order that the ambiguity of complex food symbols such as McDonald’s can be better understood, and thus become, importantly, a meditation on the nature of society in the pursuit of an examined existence. / Doctor of Philosophy (PhD)