Mémoire numérisé par la Division de la gestion de documents et des archives de l'Université de Montréal.

Mémoire numérisé par la Division de la gestion de documents et des archives de l'Université de Montréal

L’Iraq Petroleum Company (IPC) est un consortium britannique formé le 30 mai 1929 et qui prend la suite de la Turkish Petroleum Company qui opérait sur l’ensemble de l’Empire ottoman. Sa mission est de trouver, exploiter et transporter du pétrole brut provenant de ses vastes concessions au profit de ses actionnaires. C’est l’Irak qui se trouve au cœur de l’entreprise pétrolière que les Majors comptent mener au Moyen-Orient, tout au moins à ses débuts. L’IPC exploite à partir de 1925 une concession qui s’étend à l’est du Tigre. En juillet 1938 et en mai 1939, deux de ses filiales, la Basra Petroleum Company (BPC) et la Mosul Petroleum company (MPC), gèrent respectivement les territoires situés au sud et au nord du 33e parallèle. À la veille de la Seconde Guerre mondiale, c’est donc la presque totalité de l’Irak qui est aux mains du consortium britannique pour une durée de 75 ans. Entre 1948, date à laquelle les Majors américaines prennent le contrôle effectif du consortium, et la nationalisation de tous les avoirs de la compagnie en Irak en 1975, l’IPC doit faire face à de profondes mutations, tant en ce qui concerne l’industrie pétrolière que la situation géopolitique du Moyen-Orient. Tandis que le Moyen-Orient devient la première région exportatrice de pétrole au monde grâce aux efforts des Majors, l’affrontement entre le monde arabe et l’État d’Israël exacerbe le nationalisme des pays producteurs de pétrole. De simples pays hôtes percepteurs de redevances, ceux-ci réclament au nom de la souveraineté nationale et de la lutte contre l’impérialisme de contrôler l’action des Majors et de prendre activement part dans l’exploitation de leurs richesses nationales. Ainsi, l’IPC, avec d’autres consortium pétroliers internationaux opérant au Moyen-Orient, se trouve affectée, voire impliquée, dans les choix diplomatiques que les gouvernements occidentaux développent pour prévenir l’instabilité du Moyen-Orient, zone stratégique essentielle pour leur approvisionnement énergétique dans un contexte de guerre froide. / The Iraq Petroleum Company (IPC) is a British company that, in July 1928, succeeded the Turkish Petroleum Company, which held a concession in Iraq. Since its creation, the IPC had been both an emanation of the major Western oil groups and the concrete expression of the oil policy pursued in the Middle East by the major Western powers, the United States, Great Britain and France. It was a petroleum production consortium whose activities were mainly in Iraq. From his creation in 1929 to his nationalization in 1975, IPC associated all of the Western Majors. In 1932 and in 1938, the Mosul Petroleum Company (MPC) and the Basrah Petroleum Company (BPC) rounded out this system in the southern part of Iraq. So, on the eve of World War II, the area of the concessions covered all Iraq.Until the 1970s, the concession system governed relationships between operating companies and producing countries. In those agreements, the producing countries did not control the amounts produced, the level of exports, or prices. But, as of the 1950s, the complex oil system implemented by the Majors was threatened by the de-colonization movement. The Soviet threat and the Israeli-Arab conflicts strengthened this increasing instability. So the battle for freeing the Arab nation incorporated the fight against IPC to return Arab oil to the Arabs. The revolution of 14 July 1958, which overthrew Nouri Saïd’s pro-Western government and brought General Abd el-Karim Kassem to power, intensified a constant political desire for re-appropriation of the Iraqi oil economy in the name of Iraq’s development and national sovereignty.

In order to survive in today's competition, organisations are faced with a challenge of continuous improvement. At the core of any improvement efforts in the production and marketing of goods and services there is. quality improvement. Product or service quality has become one of the elements that give an organisation a competitive edge over its competitors, since today's customers logically take purchasing decisions based on what they pay for versus the price paid. For businesses, a race to customer satisfaction is infinite, customer satisfaction is no longer a choice but the only means for survival for many organisations. Therefore, organisations do all that is in their powers to satisfy customers, retain or increase the market share, make profit and survive in the business. In view of such a tough business environment it has become necessary to study the two important business concepts namely product quality and customer satisfaction. The question is whether the efforts put on producing and supplying the best quality of products enhance customer satisfaction. In other words, are the two concepts related in some way? The aim of this study is to describe relationships between product quality and customers satisfaction in the aviation market of the oil industry, specifically Air BP market. Since customer satisfaction is also manifested through other ways like product demand and customer loyalty, the research also studies the relationships between customer satisfaction and customer loyalty, as well as' customer satisfaction and product demand. Finally the relationships between product quality, product demand and customer loyalty are studied as indications of customer satisfaction. While emphasising on relationships, the study also describes the significance and importance of various quality dimensions to Air BP customers. It explains various quality definitions and dimensions and determines the most significant ones to the aviation market. The study also looks at the importance of product quality in comparison with price and service given to customers. Finally conclusions are drawn on the hypotheses and recommendations are given to Air BP. While the study recommendations are not prescriptive, they provide necessary information relevant to Air BP Marketing in a pursuit for customer satisfaction, customer retention and market share. / Thesis (MBA)-University of Natal, Durban, 2003.

This dissertation explores the relationship between foreign oil capital, transnational infrastructures, and power in the Middle East through an examination of the history of the trans-border pipeline system that exported Iraq’s oil to Europe via the Mediterranean. Built in 1935 by the Iraq Petroleum Company (IPC), an international oil consortium jointly owned by a group of Western oil companies, the Iraq-Mediterranean pipelines ran from northern Iraq to two points on the Mediterranean coast, crossing the borders of five states. The Iraq-Mediterranean pipelines were the product of large capital investment and were constructed during a period of European imperial rule. They could not be easily moved or diverted once built. This dissertation asks, in what ways did trans-border flows of oil shape and were shaped by processes of decolonization and the emergence of independent nation states? Existing studies of Middle East oil development rarely consider the fact that oil infrastructures extended beyond the territorial boundaries of the nation-state, focusing instead on the effects of oil revenues on the political economy of oil-producing states. Rather than reading oil as a stand-in for something else, such as revenues, geopolitics, or modernity, this dissertation examines the material structures and technical organization of the oil industry itself. Drawing on extensive research in oil company archives, government archives and published materials in English, Arabic, and French, this dissertation argues that the Iraq-Mediterranean pipelines shaped temporally and spatially uneven and overlapping forms of corporate and state power during successive phases of planning, construction, and operation from the late 1920s to the early 1970s.

Notre étude relève d’une analyse exploratoire fondée sur une étude de cas. En partant d’un exemple de débat articulé autour d’un enjeu public, en l’occurrence la responsabilité sociale d’entreprise (RSE), nous appréhendons le discours comme un instrument de pouvoir déployé par des acteurs en position conflictuelle. Nous prenons comme un cas d’étude la crise écologique provoquée par British Petroleum (BP) au large du Golfe de Mexique le 20 avril 2010. Pour sélectionner notre corpus, nous avons désigné deux populations cibles de discours, en l’occurrence le discours tenu par le gouvernement américain (discours d’Obama) et le discours représentant l’avis officiel de BP (communiqués de presse de BP). Nous avons analysé les discours publics d’Obama et de BP datant du 20 avril 2010 jusqu’au 19 septembre 2010. Nous avons considéré tout discours produit dans un contexte conflictuel travaillé par une crise comme un instrument porteur symboliquement des signes de pouvoir et mobilisant des rapports de force entre les acteurs impliqués. Nous partons de l’hypothèse suivante : les discours organisationnel et gouvernemental étudiés et produits dans un contexte de crise, sont forcément des discours conflictuels au sens de Windisch (1987). Et nous avons utilisé la grille d’analyse élaborée par Windisch (1987) pour mettre en exergue le fonctionnement interne d’un discours conflictuel envisagé comme un vecteur du pouvoir et de légitimation. Nous avons précédé l’analyse de discours, méthode principale dans notre étude, par une analyse de contenu qualitative. Le recours à l’analyse de contenu se justifie par notre souci de déterminer les divers thèmes développés dans le discours, d’examiner comment les acteurs imprègnent de sens le thème de la RSE et de poser le corpus dans sa réalité propre, en ayant recours au logiciel d’analyse de contenu qualitative HYPERRESEARCH. En outre, en mobilisant les présupposés théoriques et les outils méthodologiques issus de l’analyse de discours, nous avons ausculté le potentiel performatif légitimateur des discours construits et élaborés dans un contexte de communication conflictuelle. Pour ce faire, nous avons utilisé le logiciel d’analyse textuelle TROPES reconnu comme un outil d’analyse textuelle capable de générer des modèles représentatifs de la structure du corpus et de son organisation thématique. NOTIONS-CLÉS Discours conflictuel, stratégies discursives, RSE, légitimité, pouvoir, tandem État/firme. / Our study is intended to be an exploratory analysis based on a case study. Starting from a sample debate articulated around a public issue, namely the corporate social responsibility (CSR), we apprehend the discourse as an instrument of power deployed by actors in a conflict position. We take the ecological crisis caused by British Petroleum (BP) in the Gulf of Mexico since April 20, 2010 as a case study, and the reaction of the U.S. administration to intervene and reassure the public opinion alarmed by this crisis. In order to select our corpus, we have identified two target populations of discourse, in this case the speech given by the U.S. government (Obama's speech) and discourses representing the official opinion of BP (BP's press releases) dated April 20, 2010 until September 19, 2010. We considered any discourse occurring in a context of conflict symbolically as a power signs carrier and a mobilizing instrument of power relations between the involved actors. We start from the hypothesis stating that organizational and governmental discourses, studied and produced in a crisis context, are necessarily conflictual discourses within the meaning of Windisch (1987). And we used the analytical framework developed by Windisch (1987) to highlight the internal functioning of a confrontational speech seen as a vector of power and legitimacy. In our research, we preceded the discourse analysis, the main method in our study, by a qualitative content analysis. The use of content analysis aims to determine the various themes developed in the discourse, examine how actors define the CSR topic and put the corpus in its own reality, by using the HYPERRESEARCH qualitative content analysis software. In addition, by implementing the theoretical assumptions and methodological tools from discourse analysis, we auscultated the performative legitimating potential of discourses constructed and developed in a conflict communication context. We used the TROPES text analysis software recognized as a textual analysis tool able to generate representative models of the corpus structure and its thematic organization. KEY CONCEPTS Confrontational discourse, discursive strategies, CSR, legitimacy, power, tandem of government and enterprise.

Within two months of its emergence, the BP Gulf Oil spill had become the worst environmental disaster in United States history. However, for those studying public relations the oil spill brought more than ecological disaster, by providing a case study of crisis communication. Although there were a number of crisis responses from BP throughout the course of the oil spill, the primary crisis response crafted by BP was an image restoration campaign which premiered in early June 2010. This campaign, though it exhibits qualities of a standard crisis response, was wildly unpopular with the United States Government and citizenry. This rhetorical analysis attempts to uncover the reasons behind the campaign's failure through an application of the genre model of criticism. By defining the crisis communication genre and applying it to the artifact, the current study uncovers the reasons behind the failure of the campaign. Through this discussion, this analysis identifies that BP did not address all necessary exigencies, nor did it consider the influence a rhetor can have on a message. An explanation for the failure of BP' s campaign provided a plethora of implications to the fields of public . relations and rhetorical criticism, while beginning a discussion to help define the crisis communication genre.