Quality of service becomes the main avenue that could be used to gain sustainable competitive advantage. This is due to the fact that the environment within which organisations operate continues to change with respect to customer expectations. The financial sector, in particular the banking industry is not left behind and players in this industry also strive to “up their game” in the competitive market-place. It has become increasingly important for organisations to find ways, not only to reach the top, but to maintain on-going long-term relationship with their customers. This can result in long-term benefits, both for the organisation (by improving marketing productivity) and for the customer (by delivering better quality products). This paper assesses the perception the Business clients/ customers within a business banking environment have about relationship management by Meeg bank in East London branch town of Eastern Cape. A literature survey was undertaken into the importance of Customer Relationship by bank. Questionnaires were sent to all employees of the business clients for their views on Customer Relationship Management (CRM). The result the show importance of the commitment of all employees’ especially senior management is essential for the success of CRM efforts in improving the quality of service offered by an organisation. The research also confirmed the importance of having wide range of options in form of products offered. This will not only benefit the bank in terms of higher profits, but will give the bank the competitive advantage in the market place.

This study investigates the application of conventional marketing tactics of 93 hawkers in the East London Central Business District (CBD). Its focus is on what is being practiced in this informal trading environment from a marketing point of view. To this end the primary objective was to determine the extent of the use of generally accepted principles of common (conventional) marketing in primarily black owned or managed hawker businesses in the East London CBD area. Secondary objectives centred around the degree to which new or unknown marketing tactics were implemented and to identify any influencing factors and the relevance of these to marketing. An in-depth analysis of the marketing environment of the hawker and East London region is depicted and the literature review of the relevant theory relating to the marketing of small businesses is covered and debated thoroughly. A three section questionnaire covering demographic information (Section A), the extent of the use of researcher-identified generally accepted marketing tactics (Section B), and an open ended question identifying which marketing tactics and their ranking the hawkers used in order to achieve marketing success (Section C) was implemented through interviews with 93 hawkers in the East London CBD. Although many of the individual questions results produced interesting statistics, conclusions from analysis of the composite results indicate a fair application of the marketing concept (29%) a slightly higher percentage applying the societal marketing concept (51,6%) and 38,6% of hawkers in the East London CBD applying the marketing mix. The top 3 of 7 marketing tactics identified as being used to achieve good marketing performance were customer service, stall/product presentation and the offering of a discount or discounted pricing. No significant correlations existed between the demographic statistics and the application of any particular marketing tactic. The significant influencing factors noted were the hawkers zero tolerance for competition, the lack of any long term planning, no delayed gratification or building of capital and the strong need to belong to a group or association. It was concluded that much needs to be done to investigate methods of improving the application of marketing tactics but more importantly to analyse the reason for many of their actions. Special attention is recommended to be placed on obtaining further insight and support for the observed influencing factors in order to be able to state them as fact. / Business Management / M.Comm.

Thesis (MCurr)--Stellenbosch University, 2012. / ENGLISH ABSTRACT: The midwives are the backbone of midwifery practice with needs and opportunities to create a tradition of caring in midwifery. However, there are problems that affect the midwifery practice. These problems include the increased maternal and perinatal mortality rate, shortage of material and human resources and poor implementation of policies and guidelines. The purpose of this study was to investigate factors that affect quality of care in a midwifery practice at a hospital complex in the Eastern Cape Province, South Africa. The objectives of the study focused on the structure and process standards. - 1 Structure Standards: To determine whether • policies and procedure manuals are available and updated • support from the supervisor is available • there is adequate staff • the required qualifications were available • the required experience of registered midwives were available • in-service training was being given - 2 Process standards : To determine whether • patients were assessed according to the national guidelines for maternity care • patients were diagnosed according to the national guidelines for maternity care • patients’ care plans were formulated according to the national guidelines for maternity care The descriptive research design with a quantitative approach was applied in this study. The target population (N=172) were the registered midwives working in the maternity department at a particular hospital in the Eastern Cape Province. A specific sampling method was not applied in this study as the total population of 155 was included and17 in the pilot study with a response rate of 81.3%. A self-administered structured questionnaire was used to collect the data. The researcher distributed the questionnaires personally to all respondents who met the criteria. Reliability and validity were assessed by means of a pilot study and the use of experts in Nursing Education, Midwifery, Research Methodology and Statistics. Ethical approval was obtained from Stellenbosch University and all other relevant parties. Computerized data analysis software namely the SPSS programmes and Stastica version 9 were used to analyze the data. The results of the study were interpreted, discussed and presented in tables and frequencies. The data was predominantly presented in a quantitative form with responses to a few close-ended questions. A confirmatory analysis to test the quality of properties across a level of variables was carried out. The Chi-square test was used to test association of variables between demographic data and the responses of midwives to factors affecting quality of care. A p-value of p< 0.05 represents statistical significance in hypothesis testing and 95% confidence intervals were used to describe the estimation of unknown parameters. Results showed that the majority of respondents had an experience of 2 to 5 years (n=34/27.0%) and (n=32/25.4%) more than 14 years working in the maternity department. The minority of respondents were those that are highly skilled. Only (n=4/3.2 %) of the midwives were registered in neonatology nursing and (n=9/7.1%) in advanced midwifery. The majority of respondents (n=118/93.7%) recorded that there was not enough staff to provide quality nursing care. Some respondents recorded that comprehensive in-service education was not offered in the hospital (n=18/14.3%). Recommendations include improvement of staffing, adherence to policies and guidelines, proper implementation of staff development and quality improvement programmes. In conclusion, in order to reduce high infant and maternal mortality rates and to reach the millennium development goals, shortcomings in midwifery should urgently be addressed. / AFRIKAANSE OPSOMMING: Die vroedvroue is die ruggraat van die verloskunde-praktyk met behoeftes en geleenthede om ’n tradisie van versorging in verloskunde te skep. Nietemin is daar uitdagings wat die praktisering van verloskunde beïnvloed. Hierdie uitdagings sluit in die toenemende moeder en perinatale mortaliteit, ’n tekort aan materiële en menslike hulpbronne, en die swak toepassing van beleid en riglyne. Die doel van hierdie studie was om die faktore te ondersoek wat die kwaliteit van sorg in ’n verloskunde-praktyk by ’n hospitaalkompleks in die Oos-Kaap in Suid-Afrika, beïnvloed. Die doelwitte van die studie was op struktuur en proses standaarde gefokus. - 1 Struktuur standaarde: Om te bepaal of • beleid en prosedure handleidings beskikbaar en opgedateer is • daar ondersteuning van die toesighouer is • daar voldoende personeel is • daar voldoen is aan die vereiste kwalifikasies • die vereiste ondervinding van geregistreerde vroedvroue teenwoordig • is indiensopleding gegee - 2 Proses standaarde: Om te bepaal of • pasiënte assesseer is volgens die nasionale riglyne vir verloskunde • pasiënte gediagnoseer is volgens die nasionale riglyne • pasiëntversorgingsplanne geformuleer is volgens die nasionale riglyne vir verloskunde. Die beskrywende navorsingsontwerp met ’n kwantitatiewe benadering is in hierdie studie toegepas. Die teikenbevolking (N=172) is die geregistreerde vroedvroue wat in die kraamafdeling van die spesifieke hospitaal in die provinsie van die Oos-Kaap werk. ‘n Spesifieke steekproefmetode is nie vir die studie toegespas nie maar wel die hele populasie is betrek van 155 en 17 in die lootsstudie met ‘n respons van 81.3%. ’n Self-geadministreerde gestruktureerde vraelys is gebruik om die data te versamel. Die navorser het die vraelyste persoonlik aan al die beskikbare respondente wat aan die kriteria voldoen het, versprei. Betroubaarheid en geldigheid is geassesseer deur middel van ’n loodsondersoek en deur gebruik te maak van spesialiste in Verpleegopleiding, die Navorsingssentrum en Statistiek. Etiese goedkeuring is verkry van die Universiteit Stellenbosch en al die ander relevante partye. Gerekenariseerde data-analise sagteware, naamlik die SPSS programme en Statistica uitgawe 9 is gebruik om die data te analiseer. Die resultate van die studie is geïnterpreteer, bespreek en aangebied in tabelle en frekwensies. Die data is oorwegend in ’n kwantitatiewe formaat aangebied met response op ’n paar geslote vrae. ’n Bekragtigingsanalise om die eienskappe oor ’n vlak van veranderlikes te toets, is gedoen. Die Chi-kwadraat toets is gebruik om assosiasie van veranderlikes te toets tussen demografiese data en die response van vroedvroue vir faktore wat die kwaliteit van versorging beïnvloed. ’n P-waarde van p<0.05 verteenwoordig statistiese beduidendheid in hipotese-toetsing en 95% sekerheidsintervalle is gebruik om die beraming van onbekende parameters te beskryf. Resultate dui aan dat die meerderheid van respondente 2 tot 5 jaar werkervaring (n=34/27.0%) het en (n=32/25.4%) meer as 14 jaar in die kraamafdeling het. Die minderheid respondente is diegene wat hoogsbekwaam is. Alleenlik (n=4/1.0%) vroedvroue is in neonatale verpleging gereistreer en (n=9/7.1%) in gevorderde verloskunde geregistreer is. Die meeste respondente (n=118/93.7%) het aangedui dat daar nie voldoende personeel is om kwaliteit verpleegsorg te gee nie. Sommige respondente het aangedui dat omvattende indiensopleiding nie in die hospitaal aangebied is nie (n=18/14.3%). Aanbevelings sluit in die verbetering van personeelvoorsiening, die nakoming van beleid en riglyne, behoorlike implementering van personeelontwikkeling en gehalte verbeteringsprogramme. Ten slotte, om die hoê insidensie in moeder en kind mortaliteit te verminder en die millennium ontwikkelingsdoelwitte te bereik, moet die tekortkomings in verloskunde dringend aangespreek word.

Thesis (MEng) -- Stellenbosch University, 2004. / ENGLISH ABSTRACT: East London is situated on the south-eastern, Indian Ocean, coast o f South Africa. The sediment transport regime at East London is quite unlike the regimes at other ports in South Africa. A major ocean current (the Agulhas) flows exceptionally close to the coastline in this area, thus significantly affecting nearshore sediment movements. The proximity o f a strong ocean current opposed to the net longshore drift (wave driven transport) creates an anomalous sediment transport regime in comparison with that found at most coastlines throughout the world. Furthermore, the Port o f East London (Figures 1.1 and 1.2) is the only major river harbour in South Africa, which all results in a very intricate pattern o f sediment movement in the area, making it o f particular interest. The aims o f this thesis are to study the littoral sediment transports at East London, achieve a holistic understanding o f this complex sediment transport regime and to quantify the various transport rates as far as possible. The study area includes the coastal zone between the Goda and Nahoon Rivers (Figure 1.3) with the main focus on the Hood Point to Orient Beach area (Figure 1.4). The offshore marine environmental conditions are also considered as they have a strong influence on nearshore currents, waves and sediment transport patterns. The prerequisite to understanding the sediment transport processes is a thorough investigation o f the relevant coastal processes. Thus, an in-depth study is undertaken o f the physical environmental data/information, nearshore processes and coastal dynamics that determine or topography changes, the wave regime, the Agulhas Current, the nearshore current regime, the continental shelf sediment dynamics, sediment characteristics, seabed features, the Buffalo River, the tides, the wind regime, and coastal morphodynamics. The specific contribution of each aspect of the environmental data/information to the qualitative understanding of the overall sediment transport regime is determined, and the various modes of sediment transport in different areas are quantified. All o f this information is then synthesised into an expose' o f the sediment transport regime at East London, as briefly described in the conclusions (Section 5 and Table XI) and illustrated in Figure 4.30: There is a net longshore transport (wave driven) of about 250 000 m3 to 300 000 m3 per year on average from the Foreshore area towards the head of the main breakwater, with the total transport into the main sand trap and entrance channel areas from the south-west estimated at 275 000 m3/year. In the offshore zone, large amounts of sediment are transported downcoast by means of the strong Agulhas Current, which also has a significant influence on nearshore currents and sediment transport in the harbour entrance area. About 75 000 m3/year of sand is transported into the “Bar” area (the seaward part of the entrance channel) from the north-east with downcoast flowing nearshore currents, which is the predominant current direction. The riverine input into the harbour has been estimated at less than 10 000 m3/year of sand. In this thesis, therefore, the sediment transport regime (and sediment transport balance) is derived fo r East London, providing for the first time a holistic understanding o f the complex sediment transport regime. It is recommended that more field data should be collected on specific aspects of this study and that the longer term effects of major weather systems should be investigated further. The numerical wave modelling should be extended and the integration of field measurements and numerical modelling to predict sediment transport and resultant bottom changes should be assessed in detail. Ultimately, the information contained in this thesis should feed into a wider regional investigation, with the aim of drawing up a sediment budget for the entire “regional macro sedimentary cell” of which the present study area forms a part. / AFRIKAANSE OPSOMMING: sedimentvervoer-regime by Oos-Londen is anders as die by ander hawens in Suid-Afrika. ‘n Hoof oseaan-stroom (die Agulhas) vloei besonder naby aan die kus in die gebied en het gevolglik ‘n beduidende impak op sedimentvervoer-patrone in die nabystrandse gebied. Die direkte teenwoordigheid van ‘n sterk diepwater stroom wat teen die netto (golfgedrewe) langsstrandse vervoer inwerk, veroorsaak ‘n ongewone sedimentvervoer-regime in vergelyking met wat algemeen wereldwyd gevind word. Daarbenewens is die Oos-Londenhawe (Figure 1.1 en 1.2) die enigste groot rivier-hawe in Suid-Afrika. A1 die ongewone toestande lei tot ‘n ingewikkelde patroon van sedimentvervoer in die gebied. Die doel van hierdie tesis is om die sedimentvervoerregime by Oos-Londen te bestudeer, ‘n holistiese begrip van die ingewikkelde sedimentvervoerregime te verkry, en om die verskillende komponente van die sedimentvervoer regime so ver as moontlik te kM’antifiseer. Die studiegebied sluit die kusstrook tussen die Goda- en Nahoonriviere in (Figuur 1.3). Daar word egter op die Hoodpunt tot Orientstrand-gebied gefokus (Figuur 1.4). Die diepwater, mariene omgewingstoestande word ook beskou, aangesien hul ook ‘n groot impak op die nabystrandse strome, golwe en sedimentvervoer-patrone het. ‘n Deeglike ondersoek van die toepaslike kusprosesse is ‘n voorvereiste om ‘n goeie begrip van die sedimentvervoer-prosesse op te bou. Gevolglik is ‘n diepgaande ondersoek gedoen na die fisiese omgewingsdata en -inligting, nabystrandse prosesse en kusdinamika wat die sedimentvervoer-regime bepaal of bei'nvloed. Dit het ondersoeke ingesluit na: onderhoudsbaggervolumes, bodemtopografie veranderinge, die golfklimaat, die Agulhasstroom, die nabystrandse stroom-regime, die sedimentdinamika op die kontinentale plaat, sediment eienskappe, die windklimaat, die geaardheid van bodemvorme, die Buffelsrivier, getyaksie, en kus-morfologie. Daar is bepaal wat elke aspek van die omgewingsdata/inligting bydra tot ‘n kwalitatiewe begrip van die algehele sedimentvervoer-regime. Verder is die verskillende komponente van die sedimentvervoer in verskeie gebiede gekwantifiseer. Al hierdie inligting is toe versoen in ‘n beskrywing van die sedimentvervoer-regime by Oos-Londen, soos wat in die gevolgtrekkings (Deel 5 en Tabel XI) gegee word en in Figuur 4.30 geillustreer word: Daar is ‘n gemiddelde netto golfgedrewe langsstrandse vervoer van ongeveer 250 000 m3 tot 300 000 m3 per jaar vanaf die strandgebied suid van die hawe na die punt van die hoof-golfbreker. Die totale beraamde vervoer vanaf die suidweste na die hoofsandvangput en ingangskanaal-gebied is 275 000 m3 per jaar. In die diepsee word groot hoeveelhede sediment langs die kus af vervoer deur die sterk Agulhasstroom, wat ook ‘n beduidende impak het op nabystrandse strome en sedimentvervoer in die haweingangsgebied. Omtrent 75 000 m3 sand word per jaar na die “Bar”-gebied vervoer vanaf die noord-ooste deur nabystrandse strome wat langs die kus af vloei. Dit is ook die oorwegende nabystrandse stroomrigting (uitgesluit die brandersone). Sawafafsetting in die hawegebied afkomstig van die Buffelsrivier word op minder as 10 000 m3 per jaar geskat. Die sedimentvervoer-regime (en sediment-balans) by Oos-Londen word dus afgelei, en vir die eerste keer saamgesnoer in ‘n bree insig van die komplekse sedimentvervoer-regime. Daar word aanbeveel dat meer velddata verkry moet word oor sekere aspekte van hierdie studie en dat die langtermyn-impakte van groot weerstelsels verder ondersoek word. Die wiskundige golf-modellering moet uitgebrei word en die gesamentlike benutting van veldmetings met wiskundige modellering om sedimentvervoere en gevolglike bodemveranderinge te voorspel, moet deeglik ondersoek word. Uiteindelik behoort die inligting vervat in hierdie tesis in te voer in breer streeks-ondersoeke, met die oog daarop om ‘n sediment-begroting vir die “Ooskaapse makro-sedimentvervoer-regime” op te stel.

This thesis seeks to re-examine theories of religious decline in the inner-city. From Edward Wickham (Church and People in an Industrial City) to Callum Brown (The Death of Christian Britain), decline and death have defined inner-city Christianity. In the late twentieth century the Church of England in Newham began a process of renewal by creating combined churches and community centres in a number of its parishes. Examining the motivation behind these projects creates a more nuanced understanding of the present secularization debate. Four churches were chosen that underwent this process to reflect the diversity and complexity of this approach. This work draws on minutes, reports, newspapers, interviews and oral histories. This is a study of how one area of East London renewed itself, inspired by the theological approach of J. G. Davies and his followers. Far from discovering the Church in its death knell, evidence emerges of an energetic, highly motivated Christian community, able to draw funds and expertise into this process of renewal. The Church of England is still willing to reassert its mission to the inner-city and expand its sphere of influence to encompass communal activities in a process of reclaiming a role within Newham life. The Anglican Church has defied notions of decline and secularization, and this study reveals an inner-city part of London that has a thriving religious culture. The renewal of its buildings has enabled the church to carve a role out within the community that ensure it remains positive, financially stable and numerically more resilient that its suburban neighbours. This suggests that the predictions of the death of Christian Britain are premature in this instant and arguments about decline have to be further evaluated in the light of this study.

This research report discusses the nature of local economic development (LED) in South Africa and how the pursuit of tourism and tourism related initiatives can potentially contribute to its achievement. The subsector of the East London bed and breakfast industry is the key focus area of this report as little has been written about B&Bs’ contribution to tourism- driven LED despite their dramatic growth in number over the past two decades. This research is important as it explores the assumption that any tourism-related development is good for a community and it shows that in many cases the alleged benefits of tourism are found wanting. This report uses in depth interviews, surveys and questionnaires to gather data from B&B owners, staff and guests in order to formulate a comprehensive picture of the B&B industry in East London and thus try to understand it within a broader LED context. Cross-references are completed to better understand the revenue stream classifications of the different B&B owners while income spending analyses are also conducted on B&B workers to unpack the wealth flow patterns of their salaries. The results of these analyses indicate the B&B sector does not significantly contribute to the achievement of LED and that enforced regulation is needed for it to be more economically helpful in the long term.

Chronic infection with the hepatitis C virus infection (HCV) affects over 170 million individuals worldwide. In this thesis the natural history and management of hepatitis C in North- East London was investigated. The prevalence of cirrhosis in patients with chronic hepatitis C rises with increasing duration of infection. In Asian patients infected at birth, infection over 60 years causes cirrhosis in 71 % of infected individuals. Since the rate of fibrosis progression in Asian patients is the same as that seen in Caucasian patients, it is likely that similar rates of cirrhosis will be seen in all patients who are infected with HCV for over 60 years. Factors found to be associated with fibrosis progression were:- age and alcohol excess. Insulin resistance was associated with fibrosis progression. However, elevated serum ferritin or hepatiC iron were not. Knowledge of hepatitis C in the East of London was examined and found to be poor despite the Department of Health information campaign. Educational meetings and postal surveys improved the level of knowledge of HCV. However as our group only assessed knowledge immediately after completion of the sessions, such a testing regime does not address long-term knowledge retention. We examined current and novel management strategies for patients with chronic HCV. Current therapy involves pegylated interferon and ribavirin. We found that insulin resistance was a poor predictor of sustained virological response. Chinese herbal treatments for hepatitis C are widely used but poorly studied. Our group designed a randomised controlled double blind study to assess whether Chinese herbal treatment is effective and results from this study show that recruitment and retention in trials of alternative therapies are problematic and that the herbal remedy had little effect on viraemia and quality of life, although liver function tests did improve a little.

<p>Data from the National Injury Mortality Surveillance System (NIMSS) show that homicide is the major cause of death with firearms and sharp objects as the main external causes of death in South Africa. The current study is a descriptive study, describing the epidemiology of sharp object fatalities in the city of East London (also known as Buffalo City) in South Africa. It is a secondary data analysis of mortuary data collected by morticians trained in data collection methods according to World Health Organisation standards. This descriptive study aimed to develop the profile of sharp object fatalities in East London. Most of the findings were consistent with other literature on sharp object violence/homicide and on homicide in general using rates per population denominator data. It also combined variables to arrive at more complex descriptions. The following risk factors were identified: male, between the ages 30-34, being from a disadvantaged population group, alcohol consumption, weekend, between the times 20h00 and 23h59 and if we discount the place of death, &lsquo / unknown&rsquo / then the greatest percentage of deaths occurred in a private house. The results were interpreted within an ecological and contextual theoretical framework to hypothesize possible etiological factors. The conclusion was that there were multiple variables which all interact and influence one another across all ecological levels and as other studies have recommended, this study too also recommends that more work is needed in order to identify the multiple pathways leading to fatalities, perhaps by way of multivariate studies as well as qualitative studies with perpetrators of sharp object fatalities.</p>

<p>Data from the National Injury Mortality Surveillance System (NIMSS) show that homicide is the major cause of death with firearms and sharp objects as the main external causes of death in South Africa. The current study is a descriptive study, describing the epidemiology of sharp object fatalities in the city of East London (also known as Buffalo City) in South Africa. It is a secondary data analysis of mortuary data collected by morticians trained in data collection methods according to World Health Organisation standards. This descriptive study aimed to develop the profile of sharp object fatalities in East London. Most of the findings were consistent with other literature on sharp object violence/homicide and on homicide in general using rates per population denominator data. It also combined variables to arrive at more complex descriptions. The following risk factors were identified: male, between the ages 30-34, being from a disadvantaged population group, alcohol consumption, weekend, between the times 20h00 and 23h59 and if we discount the place of death, &lsquo / unknown&rsquo / then the greatest percentage of deaths occurred in a private house. The results were interpreted within an ecological and contextual theoretical framework to hypothesize possible etiological factors. The conclusion was that there were multiple variables which all interact and influence one another across all ecological levels and as other studies have recommended, this study too also recommends that more work is needed in order to identify the multiple pathways leading to fatalities, perhaps by way of multivariate studies as well as qualitative studies with perpetrators of sharp object fatalities.</p>

This study investigates the application of conventional marketing tactics of 93 hawkers in the East London Central Business District (CBD). Its focus is on what is being practiced in this informal trading environment from a marketing point of view. To this end the primary objective was to determine the extent of the use of generally accepted principles of common (conventional) marketing in primarily black owned or managed hawker businesses in the East London CBD area. Secondary objectives centred around the degree to which new or unknown marketing tactics were implemented and to identify any influencing factors and the relevance of these to marketing. An in-depth analysis of the marketing environment of the hawker and East London region is depicted and the literature review of the relevant theory relating to the marketing of small businesses is covered and debated thoroughly. A three section questionnaire covering demographic information (Section A), the extent of the use of researcher-identified generally accepted marketing tactics (Section B), and an open ended question identifying which marketing tactics and their ranking the hawkers used in order to achieve marketing success (Section C) was implemented through interviews with 93 hawkers in the East London CBD. Although many of the individual questions results produced interesting statistics, conclusions from analysis of the composite results indicate a fair application of the marketing concept (29%) a slightly higher percentage applying the societal marketing concept (51,6%) and 38,6% of hawkers in the East London CBD applying the marketing mix. The top 3 of 7 marketing tactics identified as being used to achieve good marketing performance were customer service, stall/product presentation and the offering of a discount or discounted pricing. No significant correlations existed between the demographic statistics and the application of any particular marketing tactic. The significant influencing factors noted were the hawkers zero tolerance for competition, the lack of any long term planning, no delayed gratification or building of capital and the strong need to belong to a group or association. It was concluded that much needs to be done to investigate methods of improving the application of marketing tactics but more importantly to analyse the reason for many of their actions. Special attention is recommended to be placed on obtaining further insight and support for the observed influencing factors in order to be able to state them as fact. / Business Management / M.Comm.