The biggest challenge facing organizations in service industry today is that of customer retention. Loyalty/reward programmes have been promoted as the ultimate strategic solution towards customer retention by some industry experts, while the others question its influential potential as a customer retention strategy. The primary purpose of this research was to establish whether loyalty/reward programmes, as one of the main contributing Customer Relationship Management (CRM) factors, are either simply a fad or actually a fab solution! Subsequently, the research focused on the evaluation of the three most noted and influential CRM components in current literature and concluded that service quality and customer contact rated higher than loyalty/reward programmes with what should be considered the ultimate critic, namely the customer, or rather 60 of them.

The biggest challenge facing organizations in service industry today is that of customer retention. Loyalty/reward programmes have been promoted as the ultimate strategic solution towards customer retention by some industry experts, while the others question its influential potential as a customer retention strategy. The primary purpose of this research was to establish whether loyalty/reward programmes, as one of the main contributing Customer Relationship Management (CRM) factors, are either simply a fad or actually a fab solution! Subsequently, the research focused on the evaluation of the three most noted and influential CRM components in current literature and concluded that service quality and customer contact rated higher than loyalty/reward programmes with what should be considered the ultimate critic, namely the customer, or rather 60 of them.

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<p>The study set out to investigate the relationship between parental literacy levels and the literacy abilities of their children who were Grade 3 learners at a primary school in an impoverished area. The study initially hypothesized that there is a correlation beteen the literacy level of parents and the literacy abilities of their children. More specifically, it assumed that the higher the lieracy leevls of the parents, the stronger the literacy abilities of their Grade 3 child would be.</p>

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Lancée pour la première fois en 1994, la mesure des ((projets pilotes » du programme Léonardo da Vinci encourage le développement de produits et de pratiques innovantes pour améliorer la qualité de la formation, stimuler l'innovation et plus globalement transformer les svstèmes euroupéens de formation professinnnelle. L 'enjeu de cette thèse est d'étudier l'innovation en tant que processus d'apprentissage collectif à visée de transformation de ces systèmes, en privilégiant une approche « complexe » des projets européens d'innovation. Entendus comme des systèmes composés d'une variété d'éléments et d'acteurs en interaction, ils génèrent une dynamique d'innovation incertaine, aux formes émergentes difficilement identifiables et prédictibles. Cette thèse s'inscrit dans le paradigme de la « Pensée complexe » (Edgar Morin 1990). En cela, elle conduit à mobiliser des éclairages pluriels, à relier des sources empiriques, multi et pluridisciplinaires, pour en modéliser les connaissances produites. La démarche derecherche ainsi mise en oeuvre est d'essence qualitative. Elle allie et relie une compréhension des perceptions et des expériences des acteurs européens de terrain et celle d'une chercheure engagée pour les projets LEONARDO etEQUAL. Les principaux résultats de cette recherche montrent que les projets européens d'innovation en formation professionnelle peuvent être compris comme des espaces d'interactions transnationales pour la création de réponsesexpérimentales de formation: en reliance des niveaux macro, méso et micro de l'ingénierie de formation et de conceptions et usages singuliers. Ces projets-espaces-temps peuvent être appréhendés comme des systèmescomplexes d'apprentissages collectifs et transformateurs à grande échelle, reliant au moins quatre niveaux de complexité : des collectifs humains, des temporalités, des échelles spatiales, et des processus d'innovation émergents. Cette étude met également en lumière un processus d'européanisation de systèmes hétérogènes de formation et ouvre sur la question de l'émergence d'un espace européen de la formation tout au long de la vie. / Launched for the first time in 1994, the LEONARDO DA ViNCI European programme, more specifically its pilot projects measures, seeks to encourages the design, development and experimenting of innovative products andpractices in vocational training and education. The stated goals of the projects are to improve the quality of training, stimulate innovation in vocational training and transform European training systems. This thesis considers the phenomenon of innovation as a collective leaming process aimed at transforming European training systems via European innovation projects, viewed as "complex", that is to say as systems of various elements and actors in interaction. European innovation projects generate an unpredictable dynamic of innovation with emerging forms that are difficult to identify and anticipate. The theoretical fiamework of this doctorate is Edgar Morin's (1990) "Complex Thinking" that enables a combination of different points of views, and an interlinking of empirical data and multi- andpluridisciplinary approaches that creates models of knowledge produced. The doctoral research uses a qualitative method that harnesses an understanding of perceptions and experiences of European actors in the field, and that of theresearcher involved in promoting LEONARDO and EQUAL projects. The main results of the research show that European innovation projects for Adult Professional Training can be understood as transnational spaces of interactionsto create experimental training response that interconnects macro-, meso- and micro-levels of training engineering, design and singular uses. These projects-spaces-time can be seen as complex transformative learning systems on alarge scale consisting of at least four interconnected levels of complexity: human collectives, temporalities, spatial scales and emerging innovation processes. The study also highlights a Europeanization process of different educationand training systems and in doing this raises the question of an emerging European space for lifelong learning.