M.Ed. / In Chapter I an expOsition of the purpose of this study is given and the background to the research problem is explained. The problem statement is presented and demarcated into the aims of the research and the research methodologies. Both research methodologies (quantitative and qualitative) research were used. Concepts that were used in this study are clarified. Chapter 2 concentrates on the literature review to establish what other theorists say about learner mobility and school marketing. It emerged that many township schools lacked adequate financial resources. Most importantly, in some schools, a vision and mission statement was lacking. Township schools need to be marketed. Market research, analysing a school's product and service and the management of the school marketing process were aspects that are explored. Schools need to be market-orientated. In Chapter 3 the design of the research instruments, both quantitative and qualitative, are discussed. The questionnaire, consisting of 25 open-ended items, is discussed and was found unreliable. The qualitative research was explored. Focus group interviews were conducted at three secondary schools in the Stanwest circuit, Standerton. Chapter 4 contains an analysis and interpretation of some of the empirical data. The analysis procedure is looked into and the following categories and sub-categories have been derived from the analysis: Resources (physical, human and financial); Stability; Parent participation; Participation of the Mpumalanga Education Department; Discipline; School marketing. Chapter 5 provides an overview of the study, discusses the limitations thereof and makes recommendations. Township schools need to be marketed. Topics such as market research, analysing a school's product and service, defining and redefining a school's product and service, and managing the marketing process, were recommended in the marketing of township schools.

M.Comm. (Marketing Management) / As the South African banking industry is becoming more competitive due to new entrants and competitive offerings it is important to establish relationships with customers to maintain a competitive advantage. For South African banks to form relationships with customers, they need to understand their customers and what customers require from the relationship. For that reason, South African banks need to identify dimensions of customer relationship management (CRM) to build upon in strengthening their relationships with customers. As South Africa has experienced a rise in the spending power of black generation Y’s, this demographic requires further investigation. South African banks should realise that this market has significant potential in terms of profitability and it is important to determine which dimensions of customer relationship management this market prefers in order to build and further strengthen relationships. The primary objective of the study was to determine black generation Y’s expectations of customer relationship management offered by their banks especially targeting generation Y adults within the Gauteng area. The study aimed at identifying customer relationship management dimensions and investigating black generation Y adults’ expectations toward those dimensions. The study further investigated whether black generation Y adults were satisfied with their banks and whether their satisfaction will lead to relationship intention and loyalty. The study focused on CRM dimensions identified from previous literature namely service quality, customisation, two-way communication, technology (the use of), commitment and convenience. Quantitative research methods were then used by means of a questionnaire that was distributed through convenience sampling to respondents throughout selected shopping malls in the Gauteng area. In order to measure expectations, satisfaction, relationship intention and loyalty constructs, only respondents who have banked with one of the four major banks (ABSA, FNB, Nedbank and Standard Bank) for a period of three or more years between the ages of 21-34 were asked to participate in the study. A total of 581 questionnaires were retained for data analysis. Results indicated that respondents had high expectations for the customer relationship management dimensions offered by their banks but specifically with the dimensions of convenience and technology. Respondents also indicated that they are satisfied with their current banks and are willing to continue their relationships with their banks and remain loyal. These results could benefit the South African banking industry in that it provides insights into black generation Y adults as well as provide insights into possible CRM strategies banks could consider. The results of the study confirm that customer satisfaction influences relationship intention and retention. Banks therefore need to ensure that customers are satisfied to ensure loyal customers in the long-term. In making recommendations for future studies, it was suggested that this study also be done on other cohorts such as Generation X as well as to conduct a follow up study which include new and upcoming banks such as Capitec Bank within the South African banking industry.

Please read the abstract in the 00front part of this document / Thesis (DPhil (Information Science))--University of Pretoria, 2006. / Information Science / unrestricted

D.Tech / No transformation is subtler, yet more explosive, than the mega shift from an industrial to an information society. In an industrial society, the strategic resource is capital whereas in an information society, the strategic resource is information. These mega trends are evident, to a greater or lesser degree, also in South Africa. At the same time, South Africa has to meet the challenges inherent in the transition to participatory democratic government. Crucial in both these global and local challenges is the management of information and public opinion. One of the primary role-players in achieving this is the public relations (PR) practitioner. Effective public relations depends in many ways on achieving the right balance between over-reacting and under-reacting to events in the environment, as they manifest, inter a/ia, in public opinion. The fundamental tool for achieving this balance in managing public opinion is information. This requires that information be utilised in a strategic way to manage the perceptions constituting public opinion. PR practitioners working in the field of political communication in South Africa need to contribute to the establishment of a framework of political communication based on full acceptance of the requirements of a participative democracy. This involves, inter alio, improving access to information and developing efficient two-way communication between decision-makers and stakeholders. The Free State Provincial Government Department of Finance, Expenditure and Economic Affairs identified the need to improve communication with its stakeholders. To achieve this, an appropriate communication strategy and supporting action plans had to be formulated. This communication strategy and action plans formed the point of departure of this study. Of particular importance for this study were the related principles of the systems management approach, the systemic approach to political communication and the two-way symmetric model of public relations. Both the systems management approach (from a public relations perspective) and the systemic approach (from a political communication perspective) emphasise the need to achieve equilibrium within the system by balancing communication input and output. The two-way symmetric model explains public relations as an attempt to adjust the socio-political environment to suit the political principal, as well as to help the political principal adjust to his/her environment. The PR practitioner plays a vital role in assisting his/her principal to achieve equilibrium and to adjust to the environment. A starting point in evaluating whether communication equilibrium has been attained is to evaluate the communication processes in political public relations. One method of evaluating these processes is by means of a communication audit. The main aim of this study was to develop an evaluative model for political public relations. The objectives of the study were to determine whether the Department, as a political communication system, was achieving communication equilibrium by balancing communication input from its stakeholders with appropriate communication output. The study further recommended steps to achieve communication equilibrium and devised a means of monitoring and evaluating progress with implementation. It resulted in the development of a model for the attainment of communication equilibrium in accordance with the demands of the two-way symmetrical model of public relations.

A dissertation submitted in partial fulfilment of the Degree of Master of Library and Information Science (MLIS), in the Faculty of Arts at the University of Zululand, 2004. / The study defined customer care as an activity that allows customers to make direct contact with an organization to pass comments on products and their use. It also observed customer care as a customer service that seeks to acquire new customers, provide superior customer satisfaction, and build customer loyalty. The aim of the study was to investigate customer care strategies and services in academic libraries in tertiary institutions in KwaZulu-Natal. Two research assumptions were made. Firstly, it is assumed that academic libraries in South Africa do not have operational customer care strategies and services in place. Secondly, there is a relationship between poor information use and customer service and lack of customer care strategies and services in academic libraries in tertiary institutions. The study targeted 401 respondents, 307 students and 79 academic staff as well as 15 library staff. The study applied both quantitative and qualitative approaches and the population targeted was sampled by the use of stratified random sampling techniques. Three hundred and eighty six (386) questionnaires were distributed to both academics and students while interviews were conducted with the library management or unit and committee responsible for customer care. Statistical Package for Social Sciences (SPSS) was used to analyze data from academic staff and students. This software was selected because it is a user friendly data management and analysis package that can perform a variety of data analysis tests and presentation functions. Additionally, Microsoft Excel was used to analyze data collected from the library staff respondents. The study focused mainly on the problem areas, which depicts customer care policy and structures, customer care products and services, conducting of customer care, satisfaction of customers and strategies of customer care. It was discovered that some academic libraries do not have a formal policy on customer care in place. However, respondents were aware of and familiar with customer care policies in their libraries. Additionally, awareness and familiarity with information products and services was found to be known among library users. Furthermore, it was found that academic libraries do not have proper methods and strategies of customer care. Even those strategies that exist, are unknown among library users. It was further drawn out that library users are satisfied with information resources offered by their libraries. The study therefore, recommends that academic libraries should have a unit/person and committee responsible for customer care in place. In addition to that, library staff should attend workshops on customer care, to get formal training on how to deal with customers. It was observed that proper strategies and methods of conducting customer care must be implemented.

Rapid changes in the economic and world order have made it imperative for university libraries to make a paradigm shift from prestige collection building to a marketing philosophy as their strategic directive. This philosophy would direct university libraries towards decision making around customers' real needs and preferences, aligning organisational competencies and processes with these needs, resulting in more effective service delivery. Changes in the world order, economics and marketing as a philosophy are presented on a time line, revealing the influence developments in technology and the Internet have brought about. Various views on the influence of these changes in the world order are presented. Marketing in service organisations is encapsulated in a service marketing triangle. Competitive advantage for the university library should be achieved if the internal processes of the library are analysed in the context of a value chain. A proposed marketing model has been presented to direct strategic thinking in the university library. / Information Science / M. Inf.

Thesis (MPhil (Afrikaans and Dutch))--University of Stellenbosch, 2007. / In this study, students’ reactions towards linguistic politeness and the lack thereof in letters distributed by Stellenbosch University (SU), is tested. The aim of the research is to determine the answers to mainly two questions: Does letters which lack linguistic politeness influence institutional image negatively? Is linguistic politeness considered a vital component in institutional letters? SU is currently engaged in establishing the institution’s proposed image in letters directed to students. For that reason, male and female students from the Faculty of Arts and the Faculty of Natural Sciences were chosen as respondents. The pioneers in the field of pragmatic politeness, Penelope Brown and Stephen C. Levinson, identified approximately 40 politeness strategies utilised in social interaction. According to Brown and Levinson, these strategies protect two intrinsic aspects of the human personality: positive face (roughly, the want to be respected by others) and negative face (roughly, the want not to be impeded by others). Consequently, two official letters from SU were tested to establish senior students’ interpretation of the letters’ contribution to face loss. One letter, incorporating no politeness strategies, and a manipulated version comprising appropriate strategies was employed. The research was accomplished by means of pared observations in which fifteen analogous politeness concepts were tested. Senior students responded to comparable questions that assessed the letters’ effect on their positive and negative face. Despite this, the respondents were never fully aware of the fact that their opinion of politeness was tested. The next step entailed the statistical processing of the answers that were ultimately featured on comparable histograms. The results prove that the writer (as a representative of SU) of the letter in which politeness strategies lack, shows no respect for the student (she/the letter generates positive face loss). However, this letter is mainly responsible for negative face loss which means the writer is excessively prescriptive. Interestingly enough, the student respondents were more sensitive towards linguistic politeness in the manipulated text than the lack thereof in the original version. Alternatively, the students are more appreciative towards the institutional letter which employs positive and negative politeness strategies. The results prove the high probability of linguistic politeness promoting institutional image and white, Afrikaans speaking students’ regard for linguistic politeness in institutional letters.

Rapid changes in the economic and world order have made it imperative for university libraries to make a paradigm shift from prestige collection building to a marketing philosophy as their strategic directive. This philosophy would direct university libraries towards decision making around customers' real needs and preferences, aligning organisational competencies and processes with these needs, resulting in more effective service delivery. Changes in the world order, economics and marketing as a philosophy are presented on a time line, revealing the influence developments in technology and the Internet have brought about. Various views on the influence of these changes in the world order are presented. Marketing in service organisations is encapsulated in a service marketing triangle. Competitive advantage for the university library should be achieved if the internal processes of the library are analysed in the context of a value chain. A proposed marketing model has been presented to direct strategic thinking in the university library. / Information Science / M. Inf.

M.A. / The goal of this study was to explore the situation with regard to marketing in social work and then to provide guidelines for the different target groups in dealing with marketing in social work. To reach this goal, the following objectives were formulated: to determine the training of social workers with regard to marketing; to determine the type of marketing actions of social workers; to determine what management expect from social workers with regard to marketing; to determine the opinion of marketing experts with regard to marketing in social work; to make recommendations with regard to the abovementioned aspects.

Text in English / The purpose of this study was to explore and describe the experiences of community members regarding their participation in hospital boards in Dr Kenneth Kaunda district, North West Province. A qualitative exploratory-descriptive research was conducted on a purposively selected sample of community members who served in the board for a minimum period of two years. Data were collected by means of individual interviews and analysed by means of thematic data analysis. Three themes that emerged from data analysis were creation of opportunities, benefits and challenges. A mix of positive and negative experiences was expressed by community representatives regarding their participation in hospital boards. Participants described their experiences as enjoyable and empowering while others described it as a learning experience through which they acquired knowledge and new skills. The challenges experienced whilst serving in hospital boards included ineffective communication, poor relations and role conflict as a result of lack of role clarification. The findings from the study may be used to enhance the effectiveness of hospital governing boards through the participation of community members. / Health Studies / M.A. (Public Health)