Submitted in fulfillment of the requirements for the Degree of Doctor of Philosophy: Management Sciences (Marketing), Durban University of Technology, Durban, South Africa, 2017. / This study aimed at determining and evaluating customer service in independently owned retail food chains within the province of KwaZulu-Natal in South Africa. Furthermore, it included assessing the level of retail service quality, current customer service tools employed by independent food chains in KwaZulu-Natal and the extent to which customer service tools are being used. The study was also about establishing whether there was a significant relationship between retail service quality and customer satisfaction. The study targeted both customers and managers of independent food chains in KwaZulu-Natal from whom a sample of four mangers were interviewed and 444 customers were conveniently selected to participate in the study. Both qualitative and quantitative methods were employed in the collection of data. The findings revealed that majority of the customers were generally dissatisfied with the quality of services offered by independent food chains owing to a lack of complementary services (ATM terminals, parking and toilets), facilities for shoppers with special needs (physically handicapped, wheel chaired or translators), inability to offer customers credit, failure to provide a wide product assortment, short operating hours and general appearance of store (cleanliness, good product display, presentation on how to use merchandise and availability of shopping trolleys, signage to locate and identify merchandise). The results, however, revealed that there is a relationship between customers’ expectations and their perceived satisfaction. Equally significant, the results showed that customers were satisfied with accessibility and safety of the stores, and that they will be considering independent food chains in KwaZulu-Natal as their primary stores. The study concluded by recommending that: independent retail food chains study their customer profiles as it was evident during interviews that customer profiling or segmentation was not being undertaken in detail; retailers are urged to identify and establish customer service needs and requirements so as to facilitate proper product and service mix design; retailers are also recommended to keep regular communication with customers to inform them about promotions or any new developments taking place; retailers should introduce customer loyalty programmes; provide regular staff training on customer service through workshops and follow-up refresher courses; retailers should offer quality merchandise and incorporate latest technological innovations; handle and process third party payment; meet and exceed customer service expectations of customers; upgrade their facilities to accommodate customers with disabilities; and finally retailers should have well-defined returns policies, parking facilities, rest rooms and introduce trolleys with baby-seating facilities. / D

Microalgae have a variety of commercial applications, the oldest of which include utilisation as a food source and for use in wastewater treatment. These applications, however, are seldom combined due to toxicity concerns, for ethical reasons, and generally the requirement for cultivation of a single algae species for use as a feed supplement. These problems might be negated if a “safer” wastewater such as that from agricultural and/or commercial food production facilities were to be utilised and if a stable algae population can be maintained. In this investigation preliminary studies were carried out using an Integrated Algae Pond System (IAPS) for domestic wastewater treatment to determine the species composition in the associated High Rate Algae Ponds (HRAPs). The effect of different modes of operation, continuous versus batch, on nutrient removal, productivity and species composition was also investigated. Furthermore, indigenous species in the HRAP were isolated and molecularly identified as, Chlorella, Micractinium, Scenedesmus and Pediastrum. Additionally, the effect of the nor amino acid, 2-hydroxy-4-(methylthio)-butanoic acid (HMTBA) and its Cu-chelated derivative, on the growth and biochemical composition of Chlorella, Micractinium, Scenedesmus, Pediastrum and Spirulina was investigated. Species composition in the HRAP was stable under continuous operation with Micractinium dominating > 90% of the algae population. Under batch operation the population dynamic shifted; Chlorella outcompeted Micractinium possibly due to nutrient depletion and selective grazing pressures caused by proliferation of Daphnia. Higher species diversity was observed during batch mode as slower growing algae were able to establish in the HRAP. Nutrient removal efficiency and biomass productivity was higher in continuous mode, however lower nutrient levels were obtained in batch operation. HMTBA did not significantly affect growth rate, however treatment with 10 mg.L-1 resulted in slightly increased growth rate in Micractinium and increased final biomass concentrations in Chlorella, Micractinium and Spirulina (although this was not statistically significant for Micractinium and Spirulina), which are known mixotrophic species. Algae treated with Cu-HMTBA, showed reduced final biomass concentration with 10 mg.L-1, caused by Cu toxicity. Biochemical composition of the algae was species-specific and differed through the growth cycle, with high protein observed during early growth and high carbohydrate during late growth/early stationary phase. Additionally, 0.1 mg.L-1 HMTBA and Cu-HMTBA significantly reduced protein content in Chlorella, Micractinium, Scenedesmus and Pediastrum. In conclusion, operation of the HRAP in continuous culture provided suitable wastewater treatment with high productivity of an ideal species, Micractinium, for use in animal feed supplementation. This species had 40% protein content during growth (higher than the other species tested) and dominated the HRAP at > 90% of the algae population during continuous mode. Addition of HMTBA (> 1 mg.L-1) to algae cultivation systems and those treating wastewater, has the potential to improve productivity and the value of the biomass by enhancing protein content. Overall, the co-utilisation of microalgae for wastewater treatment and the generation of a biomass rich in protein, for incorporation into formulated animal feed supplements, represents a closed ecosystem which conserves nutrients and regenerates a most valuable resource, water.

In recent years, concern about food safety linked to health issues has seen a rise in private food safety standards in addition to the regulations set by the Food and Agriculture Organisation (FAO) in collaboration with the World Health Organisation (WHO). These have presented challenges to producers and exporters of agricultural food products especially the producers of fresh fruits and vegetables. In spite of the food safety-linked challenges from the demand side, the vast range of business-environment forces pose equally formidable challenges that negatively impact on the exporting industries’ ability to maintain or improve their market shares and their ability to compete in world markets. The objective of this study was therefore to establish the competitiveness of the South African citrus industry in the international markets within this prevailing scenario. Due to the diversity of the definitions of competitiveness as a concept, this study formulated the following working definition: “the ability to create, deliver and maintain value and constant market share through strategic management of the industrial environment or competitiveness drivers”. This was based on the understanding that the international market shares of an industry are a function of forces in the business environment which range from intra-industry, external and national as well as the international elements. The unit of analysis were the citrus producers engaged in export of their products and the study made use of 151 responses by producers. The study adopted a five-step approach to the analysis of the performance of the South African citrus industry in the global markets, starting with the analysis of the Constant Market Share (CMS) of the South African citrus industry in various world markets, establishing the impact of the business environmental factors upon competitiveness, establishing the costs of compliance with private food safety standards, determining the non-price benefits of compliance with the standards, as well as highlighting the strategies for enhancing long-term competitiveness of the industry in the international markets. South Africa is one of the top three countries dominating the citrus fruit export market. Since its entry into the citrus fruit exports market in the 1900s, the industry has sustained its activity in the international market. The Constant Market Share Analysis shows that, amidst the challenges on the international market side, and the changes in the business environment, over much of which the industry has limited control and influence, the industry has maintained its competitive advantage in several markets. The CMS shows that South Africa’s lemons are competitive in America. Despite a negative trend, the South African grapefruit has been competitive in France, Greece, Italy, the Netherlands and Spain. Oranges have been competitive in the Greece, Italy, Portugal, UK, Asian and Northern Europe markets. Competitiveness in these markets has been due to the inherent competitiveness of the industry. Competitiveness in such markets as the Middle East has been attributed to the relatively rapid growth of these markets. The South African citrus industry has similarly undergone many major processes of transformation. The business environmental factors influencing its performance have ranged reform to the challenges beyond the country’s borders. These factors directly and indirectly affect the performance of the industry in the export market. They have influenced the flow of fruits into different international destinations. Of major concern are the food safety and private standards. Challenges in traditional markets as well as opportunities presented by demand from newly emerging citrus consuming nations have seen a diversification in the marketing of the South African citrus. The intensity of competition in the global market is reflected by the fluctuations in the market shares in different markets as well as the increase and fluctuations of fruit rejection rates in some lucrative markets such as America. A combination of challenging national environmental forces and stringent demand conditions negatively impact on revenues especially from markets characterised by price competitiveness. This study identified cost of production, foreign market support systems, adaptability, worker skills, challenges of management in an international environment and government policies such as labour and trade policies as some of the most influential obstacles to competitiveness. Some of the most competiveness-enhancing factors were market availability, market size, market information, market growth and the availability of research institutions. However, compliance with private standards still poses a challenge to the exporters. The different performance levels of the industry in various markets prove the dissimilarity of the demand conditions in the global market. These are supported by the negative influence associated with the foreign market support regimes as well as the challenges associated with compliance with private food safety standards. While market availability, market growth, market information and size were identified as enhancing competitiveness, the fluctuations and inconsistencies in the competitiveness of the industry in different foreign markets require more than finding markets. Resource allocation by both the government and the industry may need to take into account the off-setting of the national challenges and support of farmers faced with distorted and unfair international playing fields. Otherwise, market availability is not a challenge for the industry save meeting the specifications therewith as well as price competitiveness which is unattainable for the South African citrus producers faced with high production costs. For the purposes of further study, it is recommended that account should be taken of all the products marketed by the industry (including processed products such as fruit juices) in order to have a whole picture of the competitiveness of the industry in the international market. This study also proffers a new theoretical framework for the analysis of the business environment for the citrus industry and other agro-businesses. This framework takes into account the indispensability of the food safety standards and measures as well as the diversity of the global consumer and the non-negotiability of food trade for the sustenance of the growing population.

This study was undertaken to achieve three major objectives: 1. to estimate an econometric structure-profitability model for Canadian food, beverages and tobacco processing industries; 2. to estimate a structure-price model of the sector to compare with the profit model; and 3. to make inferences about the performance of the sector, with reference to market power and industry efficiency. The above objectives were accomplished by comparing empirical regression results of the two models by using the following approach. First, the statistical significance of the estimated coefficients was used to determine which factors should be considered of importance in explaining performance. Secondly, the signs on the estimated coefficients were used to determine the direction of the influence of market structure on performance. Lastly, a comparison of the size and statistical significance of the difference in the respective coefficients was used to determine which of the two performance indexes (profitability and prices) is most affected by market structure. From the study four broad conclusions were arrived at. Seller concentration and advertising do have an increasing effect on profitability, but this influence does not derive from market power (price increases). Instead, increases in these factors appear to promote price competition. However, tariff protection has an increasing effect on both profitability and prices. Furthermore, the net effect of tariffs is significantly larger on prices than on profitability. Industry growth and market isolation factors have an increasing effect on profitabilty. But they have no significant influence on relative prices. Exports have a decreasing effect on profitability and prices. Increases in input prices may lead to increases in ouput prices. Two broad implications can be drawn from the above results. First, price competition and industry efficiency can be enhanced by (either condoning or encouraging) high market shares, advertising, exports and industry growth. Secondly, although tariffs can increase industry profitability, they may also lead to relatively larger increases in domestic output prices. Similarly, changes in input prices may lead to increases in output prices. Therefore, high tariffs and input prices may serve as barriers to competition, and allow inefficiency to persist in an industry. / Land and Food Systems, Faculty of / Graduate

Thesis (Ph.D. (Administration)) -- University of Limpopo, 2015 / The thesis of this study is that food production systems for self-provisioning have historically constituted the backbone for survival and life-support in rural South Africa. Colonialism and apartheid capitalism bore harsh effects on the food production life support systems. However, these effects pale into insignificance compared to the present devastation of the food production systems associated with climate change. The contribution of rural South Africa towards climate change is at all scale negligible because poor people hold limited capacity to produce the deleterious gas emissions that allegedly causes global warming. However, the poor are disproportionately exposed to the adversarial effects of climate change and their food production systems have demonstrated beyond doubt that they cannot cope with stressors occasioned by climate change. Government policy and measures continue to be inadequate and inaccessible for rural households that produce for self-provisioning. The thesis further demonstrate that scientifically–based intervention measures adopted among rural poor in developing countries are viewed as alien and therefore not wholeheartedly adhered to by the users. The thesis points to this discrepancy to illustrate that the value systems among the rural population in South Africa describe changes in their food production in terms of climatic conditions that are, according to their belief systems, avoidable consequences of people’s conduct of life outside tradition, religion and so on. It engages a nascent argument relating to the failure of private and public scientifically-generated intervention measures within developing countries’ rurality, which is ironically exacerbated by the apparent inappropriateness and, often, destructiveness vi of the Green Revolution Technologies. As such interventions fail, the thesis points, they create skeletons of evidence, that appear to corroborate the traditionalist belief systems about the locus of causes of change in climatic conditions being extra-terrestrial as a consequence of people’s misconduct of life. The study investigates the effects of climate change on household food production systems in rural Makhado Local Municipality. 30 villages are used for this study in both households questionnaire survey, interview of the key informants and observation of different patterns of production process, geo-spatial features and current settlements patterns. The data analysis results reflect that different households within the municipality experiences variety of effects of climate change. Furthermore, the climatic conditions which consisted of enough reliable precipitation during food production stages have declined; rather in the post-1990 period, the area have been experiencing continuous heatwaves and drought which destroyed household’s crops and livestock. Using the normative and historical research designs the study found that the situation within villages has changed drastically because of climate change when comparing the conditions preand post-1990. The deliberate adoption of the historical design was crucial given that the thesis mission was to highlight the discrepancies in the so-called modern systems versus the traditionalist philosophies that continue to dominate the thinking and action rural populations in most developing countries. Equally, the historical design provides unquestionable possibility of applying appropriate research techniques to contextualize the research problem under investigation. Indeed, this manoeuvre has always been an important part and parcel of the research design and methodology because the thesis vii had to adopt a longitudinal research orientation through an appropriately designed data collection tool, specifically the questionnaire and interview schedule. From a philosophical perspective, the thesis demystifies the thinking that the so-called scientifically-generated interventions against climate change could resolve the attendant challenges, inclusive of food production. That is, it insinuates that appropriate research is needed for developing countries rurality in order to find intervention measures that are a product of the evolution of traditionalist value systems. Tacitly, the thesis challenges the statist and private sector habits of always parachuting the so-called scientifically generated solutions to climate change. / University of Limpopo Research Administration Department.

M. Tech. (Department of Logistics Management, Faculty of Management Sciences), Vaal University of Technology. / The rail industry in South Africa performs an important role in the transportation of goods and people. It also contributes in various ways to the socio-economic success of the country’s economy. However, the industry faces various performance-related challenges in areas such as maintenance of rail lines, poor train availability and non-operation of long-distance rail service, decline in fleet availability and accidents, most of which are linked to ineffective supply chain management. To resolve these challenges, this study proposes the implementation of supply chain integration as a method to improve the resilience and performance of the rail supply chain in South Africa. Hence, the aim of the study was to investigate the connection between supply chain integration, resilience, and performance in the rail industry. To achieve the objectives of the study, a quantitative approach based on the positivist paradigm and deductive reasoning was followed. The sample consisted of 300 purposively selected supply chain management professionals including other departments working with supply chain, for example the industrial department and engineering department drawn from the rail industry in Gauteng Province. The collected data was analysed using descriptive statistics, exploratory factor analysis and structural equation modelling. The results of the study indicated significant positive relationships for the three components of supply chain integration, namely internal integration (β=0.132), supplier integration (β=0.369), customer integration (β=0.596) and supply chain resilience. Among these three independent constructs, customer integration emerged as the most significant predictor of supply chain resilience. Significant and strong positive relationships were also observed between supply chain resilience and the tangible (β=0.781) and intangible (β=0.673) dimensions of supply chain performance. Among other things, the study recommends the training of professionals on the importance of supply chain integration, improvement of communications within the rail industry, adoption of relevant technologies and the nurturing of organisational cultures that promote both intra and inter-organisational collaboration. The study is significant in that it contributes new knowledge to the exiting literature in the South African rail industry. It also directs supply chain management research to the rail industry, which is an important economic sector and where there are many emerging issues that require empirical attention. Practically, the study shows that if rail industries improve supply chain integration there will be benefits to the firm in the form of enhanced resilience and performance of the supply chain.

M. Tech. (Department of Tourism and Integrated Communication, Faculty of Human Sciences), Vaal University of Technology. / Background: Food waste in the foodservice units, which include supermarket kitchens, occur due to factors related to the menu such as the lack of careful menu planning, improper procurement of the menu items, lack of menu execution and improper practices during the distribution of meals. Also, improper refrigeration and storage facilities at optimal temperatures to maintain product’s shelf life contribute to food waste in foodservice units. Food waste management is a significant challenge globally and locally. Purpose of the study: To determine the knowledge on food waste and waste prevention practices of food handlers in supermarket kitchens in Soweto. Methods: A quantitative, descriptive research design was chosen to determine the knowledge and food waste prevention practices of food handlers. The population was 11 branches of supermarkets represented by one of the five largest franchise stores in South Africa with approximately 20 to 35 food handlers employed by each supermarket (± 220 total) as indicated by management. Only three supermarkets gave permission for the study. From the population, the survey system calculator was used to calculate the sample size (n=107). Purposive sampling was used to select the supermarkets and participants were conveniently sampled. A questionnaire based on reviewed literature was developed by the researcher to determine food handlers’ knowledge on food waste. An existing observation checklist was also amended for this study. Before the observations began, the researcher was alert about the reactivity problems. Data were collected during different times of the month, and the observations were conducted at different times of the day in each supermarket to measure the behaviour that was demonstrated by food handlers in the morning and in the afternoon. Collective instances of food waste practices were observed. For this study, descriptive statistics were used (SPSS version 27) to analyse the food waste knowledge of food handlers in supermarket kitchens. Presentation of the results was in the form of graphs, tables and charts. A frequency table was used. Results: The demographic profile of the participants indicated that many participants were women (60.7%) and 39.3% were men. The results suggest that to a larger extent, the food handlers have limited or insufficient knowledge on the customer’s profiles. The general food waste knowledge results was good. However only 47.7% of the respondents agreed that food waste can led to environmental damage. The majority of the responds (61.7%) strongly agreed that careful menu planning contributes towards preventing food waste. Food handles knowledge on food storage was good. Food preparation results reflected a good level of knowledge regarding the appropriate methods of food preparation to minimise food waste. Food handlers’ knowledge results revealed that participants had a moderate (45.4%) level of knowledge of green practices. There was a high level of knowledge on waste separation (82.3%). None of the supermarkets participated in any of the compositing activities to manage food waste. The observation results revealed poor waste prevention practices as influenced by the lack of menu planning. Lastly, menu planning results indicated that staff members recognise the importance of careful menu planning (61.7 percent strongly agreed) contributing towards preventing food waste. Factors and actions that were observed on food handler’s practices were mostly correct (56.7%) and 43.3 percent of the practices were lacking during food production in the kitchen. The results of the current waste prevention practices of food handlers in supermarkets revealed the necessity to develop food handlers’ guidelines. Conclusion and recommendations: It is evident that the supermarket food handlers may not be aware of the importance of a menu as a communication tool, which has a major influence on all the aspects of the foodservice unit including food waste prevention and management. Food handlers’ level of knowledge findings on food waste did not align with practices that were observed during meals production in supermarket kitchens. The level of food handlers’ knowledge and waste prevention practices has been determined and the guidelines on food waste prevention practices for this target group has been developed as the basis for further studies.

The purpose of this project is to manage restaurants using a software system called GRIPED (Get the Right Price Every day). The system is designed to cover quality control, food cost control and portion control for better management of a restaurant.

Foodborne diseases are a major challenge to school feeding programmes because inadequate food safety knowledge and skills of staff can result in unsafe food handling practices and cross-contamination, thus causing foodborne disease outbreaks. The aim of this study was to investigate the food safety and quality assurance measures of the National School Nutrition Programme (NSNP) in Mpumalanga Province, South Africa. The research design was cross-sectional quantitative in nature. A total of 300 NSNP food service managers/coordinators and 440 food handlers were selected to participate in the study. Data collection was by means of a selfadministered structured questionnaire and 192 food contact surface swap samples from 32 primary and secondary public schools.The majority of schools offering NSNP meals were located in informal settlements and most were found to lack basic resources such as electricity and potable tap water in their kitchens. 93% of food handlers did not know about Hazard Analysis Critical Control Point (HACCP). The NSNP food service managers in some schools, especially in schools located in rural settlements, were found to have little knowledge or awareness of HACCP. No school was found to have implemented the HACCP, and only a few staff had received food safety training. Inadequate food safety knowledge was worst in schools located in informal settlements due to a lack of training. Up to 60% of food handlers did not know the correct procedure for washing a cutting board after it had been used. In addition, just over 95% of the food handlers did not know how to sanitise utensils and cutting surfaces after cutting up raw meat. The lack of hygiene was confirmed by the presence of Listeria monocytogenes, Staphylococcus aureus, E.coli 015:H7, Salmonella and Shigella species on food contact surfaces. A total of 22 different bacteria genera were identified. It is essential to monitor NSNP kitchen hygiene practice to ensure the minimal contamination of food products and newly recruited food handlers should be trained on food handling practice and principles to ensure the safety of prepared food for school children. / Health Studies / D. Phil. (Consumer Science)

Research has demonstrated that higher levels of parent language use is correlated with later language use and intellectual development of their children. Children with autism spectrum disorder (ASD) display deficits in social and communication skills. They also demonstrate repetitive and restrictive behaviors or interests. These behavioral deficits and excesses may contribute negatively to language development, as well as parent and child social interactions, and communication exchanges. The current study used a nonconcurrent multiple-baseline design to evaluate the effectiveness of behavior skills training (BST) and on-going graphical and verbal feedback on increasing parent language use and child words and utterances. Results of this study demonstrated that BST with on-going feedback was effective in increasing parent language use and child words and utterances above baseline levels for all four parent-child dyads. The dissertation concludes with recommendations for future research. / Includes bibliography. / Dissertation (Ph.D.)--Florida Atlantic University, 2017. / FAU Electronic Theses and Dissertations Collection