Diss. (sammanfattning) Uppsala : Univ., 2003. / Härtill 4 uppsatser.

Thesis (MPhil)--Stellenbosch University, 2005. / ENGLISH ABSTRACT: This paper discusses factors that contribute to information technology (IT) investment not paying off as might have been expected. The main purpose is to describe this IT _productivity paradox. The paper explores ideas that align organizations' business strategies and information technology as a key to achieving improved productivity. Which are possible to properly measure in terms of the financial results? The main aims and objectives are to find out why managers invest in IT; whether there is a phenomenon such as an IT productivity paradox; whether IT pays off as expected; and how IT impacts on organizations. The study will investigate options for proper management of information technology and data structures. It is necessary to ascertain whether ensuring proper IT implementation has a positive impact on productivity, leading to increased innovation and performance. The research design builds on research done on the use of IT in organizations, usmg a qualitative research method. This research paper looks at organizational issues such as IT management styles, political and ethical issues, and work settings. The paper looks at organizations across the service and manufacturing sectors to determine their production, innovation, and profits into their existing organizational processes and how technology is interpreted. A group of IT users, IT managers and analysts were used as a sample to study the way IT managers and knowledge workers encounter information technology in organizations. The research method used in this research paper is called the informant approach, to take points of entry IT users would provide. This means that the interviewee, in this case the IT user was questioned on the use of information technology tools to gather information. In this study the aim was to conduct interviews with IT users and those they work with about their experiences. The sampling population was selected on the basis that they use this technology. In the data collection method a second interview was used to gather first-hand responses from the respondents to help me consolidate the information gathered to validate and ensure that it is reliable. The validity and reliability aspect of this research paper are based on the main sources of data and interpretation and adopts coding as the main technique of analysis. The internal reliability of this research methodology concern itself with the research methods that were used within this research paper. Measures to be taken in the paper are to obtain internal reliability in systematic gathering of data. The last part of this paper presents the conclusions and recommendations for changes to be made by managers and those investing in IT. IT managers should plan strategically when dealing with sales and marketers in order to put business needs before the needs of IT or systems. Technology should fit business needs rather than the business adjusted to fit the technology. IT should not cost an organization any additional profit it generates. / AFRIKAANSE OPSOMMING: Belegging in Informasietegnologie skyn nie so betalend te wees as wat aanvanklik verwag is nie. Hierdie studie beskryf bogenoemde IT produktiwiteitsparadoks, en ondersoek faktore wat daartoe bydra. Verder word planne wat ten doel stel om organisasies se besigheidsstrategie en IT te laat saamwerk ten einde produktiwiteit te verhoog, ondersoek. Is dit moontlik om hierdie te meet in terme van finansiële resultate? Ander voornemens is om te bepaal waarom bestuurders in IT belê, is dit so betalend soos aanvanklik geskat is, hoe dit die maatskappy beïnvloed en bestaan daar werklik 'n verskynsel soos die IT produktiwiteitsparadoks? Hierdie studie sal moontlikhede ondersoek vir kundige bestuur van IT en datastrukture. Dit is nodig om vas te stel of die deeglike toepassing van IT 'n positiewe uitwerking het op vernuwende denke en produktiwiteit. Die navorsingsontwerp is gebaseer op navorsing wat reeds gedoen is oor die gebruik van IT in organisasies. In hierdie navorsing word ondersoek ingestel na organisatoriese kwessies soos IT bestuursmetodes, politieke en etiese invloede en werksomstandighede. Hierdie dokument neem maatskappye regoor die diens- en vervaardingsektore in oënskou ten opsigte van hul produksie, vernuwende idees en winsmarge, hoe hierdie aspekte inpas in hul huidige organisatoriese prosesse en hoe tegnologie interpreteer word. 'n Groep van IT gebruikers, IT bestuurders en analiste is as monster geneem, ten einde die manier waarop IT bestuurders en inligtingwerkers informasietegnologie teëkom in maatskappye te bestudeer. Die navorsingsmetode wat tydens hierdie studie gebruik is, word genoem die informantbenadering, wat behels om informasie te gebruik wat deur IT gebruikers verskaf word. Dit beteken dat die IT gebruiker ondervra word oor die gebruik van IT toerusting om informasie te versamel. Die doelwit was om onderhoude met IT gebruikers te voer, asook diegene met wie hulle saamwerk, in verband met hulondervindinge. Die steekproefpopulasie is gekies op grond daarvan dat hulle IT gebruik. In die datainsamelingsmetode is 'n tweede onderhoud gehou om eerstehandse menings van die respondente te verkry, met die doel om die informasie tot dusver te bevestig as betroubaar. Die geldigheid- en betroubaarheidsaspekte van hierdie dokument is gebaseer op die hoofbronne van data en vertolking en gebruik kodering as die primêre tegniek van analise. Die intrinsieke betroubaarheid van hierdie navorsingsmetode is gebaseer op die navorsingsmetodes wat gebruik is vir hierdie studie. Stappe is geneem tydens die studie om intrinsieke betroubaarheid te verkry deur die sistematiese verkryging van data. Die laaste deel van hierdie dokument bied die gevoltrekkings aan en ook voorstelle vir veranderings wat gemaak kan word deur bestuurders en diegene wat belê in IT. IT bestuurders behoort strategies te beplan wanneer hulle in aanraking kom met handelaars, om doelgerig die benodighede van die maatskappy te stel voor die benodigdhede van die IT en gepaardgaande sisteme. Tegnologie behoort in te pas by die benodigdhede van die maatskappyeerder dat die maatskappy hoef aan te pas by die tegnologie. IT behoort nie die maatskappy meer uit die sak te jaag as wat dit aan wins genereer nie.

O turismo é um dos setores que mais cresce, gerando emprego e renda em todo mundo, tornando-se um fator importante para o desenvolvimento econômico. Dentro do turismo, o setor hoteleiro destaca-se na economia do país em razão da capacidade de atender a demanda causada pelo deslocamento de pessoas. O objetivo da presente pesquisa é analisar, com base no modelo SERVQUAL, a qualidade do serviço hoteleiro oferecido pela cidade de Gramado – RS. Este estudo tem caráter exploratório, de natureza qualitativa. Para isso, utilizou-se de um levantamento bibliográfico (em banco de dados e nos principais periódicos do turismo). O objeto de estudo foram os 13 hotéis de categoria luxo e conforto localizado na cidade de Gramado – RS. Os resultados foram alcançados através das análises feitas nos sites e das avaliações destes hotéis feitas pelos clientes nas Online Travel Review. As visões foram estudadas separadamente e na sequência feitas um comparativo entre elas com respaldo da literatura. As análises foram realizadas através do modelo SERVQUAL de acordo com as seguintes variáveis: tangibilidade, confiabilidade, presteza, segurança e empatia. Os resultados apresentados mostraram que o capital humano é o elemento que mais carece de investimento por parte dos hotéis. / Submitted by Ana Guimarães Pereira (agpereir@ucs.br) on 2017-05-05T19:05:21Z No. of bitstreams: 1 Dissertacao Leticia Carvalho Vivian.pdf: 1860255 bytes, checksum: 14235251dc6f30a8cd08c43e441bbe62 (MD5) / Made available in DSpace on 2017-05-05T19:05:21Z (GMT). No. of bitstreams: 1 Dissertacao Leticia Carvalho Vivian.pdf: 1860255 bytes, checksum: 14235251dc6f30a8cd08c43e441bbe62 (MD5) Previous issue date: 2017-05-05 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior, CAPES. / Tourism is one of the fastest growing sectors, generating employment and income worldwide, making it an important factor for economic development. Within tourism, the hotel sector stands out in the economy of the country because of the capacity to meet the demand caused by the displacement of people. The objective of this research is to analyze, based on the SERVQUAL model, the quality of the hotel service offered by the city of Gramado - RS. This study has an exploratory character, of a qualitative nature. For this, a bibliographical survey was used (in databases and in the main journals of tourism). The object of study were the 13 hotels of category luxury and comfort located in the city of Gramado - RS. The results were achieved through the analyzes made on the websites and the evaluations of these hotels made by the customers in the Online Travel Review. The visions were studied separately and in the sequence made a comparative between them with support of the literature. The analyzes were performed through the SERVQUAL model according to the following variables: tangibility, reliability, readiness, safety and empathy. The results presented showed that human capital is the element that most requires investment by hotels.

O turismo é um dos setores que mais cresce, gerando emprego e renda em todo mundo, tornando-se um fator importante para o desenvolvimento econômico. Dentro do turismo, o setor hoteleiro destaca-se na economia do país em razão da capacidade de atender a demanda causada pelo deslocamento de pessoas. O objetivo da presente pesquisa é analisar, com base no modelo SERVQUAL, a qualidade do serviço hoteleiro oferecido pela cidade de Gramado – RS. Este estudo tem caráter exploratório, de natureza qualitativa. Para isso, utilizou-se de um levantamento bibliográfico (em banco de dados e nos principais periódicos do turismo). O objeto de estudo foram os 13 hotéis de categoria luxo e conforto localizado na cidade de Gramado – RS. Os resultados foram alcançados através das análises feitas nos sites e das avaliações destes hotéis feitas pelos clientes nas Online Travel Review. As visões foram estudadas separadamente e na sequência feitas um comparativo entre elas com respaldo da literatura. As análises foram realizadas através do modelo SERVQUAL de acordo com as seguintes variáveis: tangibilidade, confiabilidade, presteza, segurança e empatia. Os resultados apresentados mostraram que o capital humano é o elemento que mais carece de investimento por parte dos hotéis. / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior, CAPES. / Tourism is one of the fastest growing sectors, generating employment and income worldwide, making it an important factor for economic development. Within tourism, the hotel sector stands out in the economy of the country because of the capacity to meet the demand caused by the displacement of people. The objective of this research is to analyze, based on the SERVQUAL model, the quality of the hotel service offered by the city of Gramado - RS. This study has an exploratory character, of a qualitative nature. For this, a bibliographical survey was used (in databases and in the main journals of tourism). The object of study were the 13 hotels of category luxury and comfort located in the city of Gramado - RS. The results were achieved through the analyzes made on the websites and the evaluations of these hotels made by the customers in the Online Travel Review. The visions were studied separately and in the sequence made a comparative between them with support of the literature. The analyzes were performed through the SERVQUAL model according to the following variables: tangibility, reliability, readiness, safety and empathy. The results presented showed that human capital is the element that most requires investment by hotels.

The objective of conducting primary research for the Summit Place Apartment Homes is to create a profile of people that are presently living in Summit Place. When dealing with apartment properties, marketing plans are definitely a necessity, as well as a good crisis plan. The residents' main concerns were safety and better customer service.

Increasingly, third-world countries are relying on ecotourism to boost their economies. Similar to other forms of tourism, ecotourism as a business initiative is perceived to contribute positively to economic development. However, tourism service providers generally do not deliver satisfactory services to ecotourists due to misunderstanding the segment’s needs and the customer traits. In emerging countries such as South Africa, which has a conducive economic environment for tourism businesses, some provincial departments such as the Limpopo Department of Economic Development, Environment and Tourism has set objectives to make the Limpopo province a preferred ecotourism destination. These have been propagated by service providers who passively participate in ecotourism yet claim to be ecotourism service providers. Moreover, the attitude of passiveness by service providers is derived from insufficient knowledge of the ecotourist. This set the foundation for the current study, which sought to provide detailed profiles of ecotourists in the Capricorn District Municipality in order to gain a clear understanding of the ecotourists visiting the Limpopo province. The study reviewed theoretical and empirical works conducted by tourism scholars. The study was developed on a descriptive research design and employed a quantitative approach. It made use of self-administered questionnaires with a sample of 295 participants selected from tourism establishments and attractions in the region, utilising convenience and purposive sampling methods respectively. The Statistical Package for Social Sciences version 24 and Microsoft Office Excel was used to analyse the data. Descriptive statistics, factor analysis, cluster analysis and Chi-square tests were conducted to analyse the data of the study. The findings revealed demographic, psychographic and behavioural descriptors associated with the ecotourists in the Capricorn District Municipality. In addition, information sources preferred by ecotourists in the Capricorn District Municipality were identified. It is envisaged that the findings of the study will be of value to ecotourism service providers as they will provide a sound understanding of ecotourists and thereby help to deliver satisfactory ecotourist experiences. This will ultimately provide valuable input for the planning of the Limpopo Department of Economic Development, Environment and Tourism in promoting the Limpopo province as a preferred ecotourism destination in South Africa.

Thesis (M. Tech.(Tourism and Hospitality Management)) -- Central university of Technology, Free State, 2010 / Globally, tourism is increasingly referred to as the world's biggest industry. As tourism increases so the consumer’s demand for quality in all its related products and services increase. Superior customer service can therefore be viewed as one of the most effective strategies to create a sustainable competitive advantage. The delivery of excellent service is crucial if a tourism destination such as the Sol Plaatje Municipal Area in the Northern Cape, South Africa, is to enhance its visitors’ experience and ensure their extended stay. One of the key constraints to tourism growth that has been identified is the lack of product and service quality. The primary goal of the study therefore was to investigate the perceptions of tourists on the quality of tourism service in the Sol Plaatje Area. Another primary goal was to determine the quality of service by conducting unstructured interviews with role-players in the local tourism industry. Secondary objectives were set, namely to determine the service needs of foreign and domestic tourists, and to make recommendations and suggestions to increase service quality in the Sol Plaatje Area. A questionnaire was used as a measuring instrument and distributed to domestic and foreign tourists. Three sampling points were selected to conduct the survey (250 questionnaires), namely the departure hall of Kimberley Airport, the Big Hole and the McGregor Museum. Results indicated that although the majority of tourists (83.4% of domestic and 93.8% of foreign respondents) were generally satisfied with the service they received and would promote the Sol Plaatje Municipal Area as a tourist destination, a large number of respondents (32.1%) rated their satisfaction with service delivery as average to poor. This is an indication that improvement is needed in the delivery of quality service. Unstructured interviews (conducted by the researcher) with 20 major role-players in the local tourism industry indicated that the majority (60%) perceived the service delivery in the Sol Plaatje Municipal Area as average to poor and not exceeding the expectations of tourists. Overall, the results indicated the need for the Sol Plaatje Municipal Area to improve its tourism service delivery in order to exceed tourist expectations and compete with other destinations locally and abroad. The findings of this study contribute valuable information and insights into the quality of service delivery in the Sol Plaatje Municipal Area. It will therefore be beneficial to all tourism stakeholders to provide visitors with the best service experience in the Sol Plaatje Municipal Area.

Thesis (MBA)--Stellenbosch University, 2007. / ENGLISH ABSTRACT: In the face of increasing competition, Business Schools increasingly have to evaluate the quality of the service that they offer to current and prospective students. The most significant factor affecting an organisation's performance is the quality of its products and services in relation to the products and services of competitors. Measurement of service quality is a function of customer satisfaction, which in tum is based on a perception of how the service conforms to prior expectations thereof. A widely accepted method of quality assurance used in industry is ISO 9000 certification. For academic institutions the de facto method of providing confidence in the quality of the education they offer is through academic accreditation. The University of Stellenbosch Business School (USB) is unclear - in the light of its academic accreditations - of the benefits to be derived from implementing ISO standardisation within the organisation. The iso 9000 series is a set of quality standards, of which ISO 900 I: 2000 is one, which is primarily concerned with the quality management process. It deals with what the organisation does to enhance customer satisfaction by meeting customer and applicable regulatory requirements, and to continually improve the organisations performance in this regard. It is important to note that compliance with ISO standards is not intended to guarantee the quality of a product or service, it is however intended to provide confidence in the processes which produced or delivered the product or service. In evaluating the applicability of ISO 9000 in the service industry, it is concluded that there is little difference from how its standards and guidelines apply in manufacturing to how they apply in service industries. The USB is found to have implemented an extensive quality management system in order to attain various academic accreditations, most notably EQUIS accreditation. Thus from an academic perspective there would be little to gain from USB implementing ISO 9001: 2000, even though the standard is perfectly suited for academic environments. Where advantages would most likely be realised is in the peripheral business and support functions of the USB. / AFRIKAANSE OPSOMMING: In die aangesig van toenemende mededinging moet bestuurskole gereeld die kwaliteit van diens wat hulle aan huidige en voomemende studente bied, evalueer. Die mees veelseggende faktor in 'n organisasie se prestasie is hoe die kwaliteit van sy produkte en dienste vergelyk met die van sy mededingers. Die meet van die kwaliteit diens wat 'n organisasie lewer is 'n funksie van die tevredestelling van kliente, wat op sy beurt weer gebaseer is op insig tot die wyse waarop die diens ooreenstem met die oorspronklike verwagtinge daarvan. ISO 9000 sertifikasie word algemeen aanvaar in industrie as 'n betroubare maatstaf waarteen kwalitieit gemeet word. Vir akademiese instellings is die de facto metode om vertroue te wek in die kwaliteit van die opleiding wat hulle aanbied, deur middel van akademiese akkreditasie. Vir die Universiteit van Stellenbosch Bestuurskool (USB) is dit in die lig van hulle akademiese akkreditasie onduidelik wat die voordele verbonde aan die implementering van ISO standaardisering binne die organisasie sou wees. Die reeks ISO 9000 is 'n stel kwaliteitstandaarde, waarvan ISO 900 I: 2000 een is, en is hoofsaaklik gemoeid met die proses van kwaliteitsbestuur. Dit bemoei hom met die stappe wat 'n organisasie neem om klientebevrediging te bevorder deur die bereiking van die vereistes van beide sy kliente en die toepasbare voorskrifte. Dit is belangrik om daarop te let dat 'n onderworpenheid aan ISO standaarde geensins die bedoeling het om die kwaliteit van 'n produk of diens te waarborg nie - die oogmerk is egter om vertroue te wek in die prosesse wat die produk of diens veroorsaak of gelewer het. Deur die toepasbaarheid van ISO 9000 in die diensbedryfte evalueer, is dit vasgestel dat daar inderdaad min verskil is tussen die wyse waarop hierdie standaarde en riglyne van toepassing is in die vervaardigingsektor en hoe dit toegepas word in diensbedrywe. Dit is vasgestel dat USB 'n verreikende kwaliteitsbestuursisteem in werking het om verskeie akademiese akkreditasies te bekom, veral die EQUIS akkreditasie. Die gevolgtrekking is dat daar vanuit 'n akademiese oogpunt min rede is vir USB om ISO 900 I: 2000 te implementeer, selfs al is hierdie standaard goed van toepassing op 'n akademiese omgewing. Waar dit tot sy beste voordeel toegepas kan word, is in die omliggende sake- en ondersteuningsfunksies van USB.

Weltweit sind immer mehr Unternehmensgründer Migranten. Ihre Gründungsaktivitäten werden mit den individuellen Ressourcen der Migranten und den Möglichkeiten in den Zielregionen erklärt (vgl. z.B. „Mixed-Embeddedness“-Ansatz von Kloosterman et al. 1999). Zu den Ressourcen zählen das Humankapital sowie das soziale und ökonomische Kapital. Veränderte Nachfragestrukturen, rechtliche, institutionelle und technologische Rahmenbedingungen sowie Entwicklungen auf den Arbeits- und Immobilienmärkten im Zielland beeinflussen ferner die Chancen für Migrantengründungen. Auffällig ist, dass transnationale Kompetenzen (Koehen und Rosenau 2002), wie z.B. Mehrsprachigkeit oder das Wissen über mindestens zwei länderübergreifende Kontexte nicht mit zu den individuellen Ressourcen gerechnet werden. So können Akteure, die unterschiedliche kulturelle Deutungsschemata kennen, z.B. bei Geschäftsverhandlungen Bedeutungsgleichheit mit unterschiedlichen Geschäftspartnern herstellen (Pütz 2004, 28). Ziel der Arbeit ist, die Bedeutung transnationaler Kompetenzen für unternehmerisches Handeln in Bezug auf die Entdeckung von Gründungsideen und die Entwicklung von Marktbearbeitungsstrategien herauszustellen und dadurch eine weitere Determinante zur Erklärung der Struktur von Migrantenökonomien zu identifizieren. Der theoretische Teil der Arbeit befasste sich mit der Rolle transnationaler Kompetenzen für die Selbstständigkeit. Die Auswertung 54 problemzentrierter Interviews mit Selbstständigen mit türkischem Migrationshintergrund zeigte, dass transnationale Kompetenzen vor allem für hochqualifizierte Migranten der zweiten Generation in wissensintensiven Dienstleistungsbranchen eine Ressource für ihre Selbstständigkeit darstellen. Sie können zwischen diversen Marktbearbeitungsstrategien wählen und heterogene lokale, nationale und transnationale Netzwerke aufbauen, die sie wiederum dazu befähigen, eine unbediente Nachfrage aufzudecken und spezielle Dienste anzubieten. / The number of entrepreneurs in Germany is expected to decrease by more than half a million within the next 40 years (Deutscher Industrie- und Handelskammertag 2008). Experts propose that migrants may be able to secure the business founding sector in the future. Today already more migrants with foreign nationality found businesses than Germans without a history in migration (Statistisches Bundesamt 2012b). The Research field of Migrant Entrepreneurship explains that some of the reasons for the increase in self-employment among migrants are difficulties in finding jobs, and struggle with legal conditions in the receiving country, as well as business opportunities due to migrant resources (e.g. “co-ethnic” support networks, see Waldinger et al. 1990). Surprisingly, individual transnational competences (Koehn and Rosenau 2002) as multilingualism and the knowledge of diverse cultural contexts are often overlooked. I assume that these competences have an impact on creativity, the exploration of market opportunities and the development of business strategies. Moreover they foster the chance to set up diverse local, national or transnational networks. In the first part of this thesis a summary of former and recent concepts to explain migrant entrepreneurship is presented. The next part deals with the definition of transnational competences (Koehn and Rosenau 2002). Afterwards I raise the question how to gain these competences and what impact they might have for the motivation of getting self-employed. The analysis of 54 structured interviews with self-employed workers of Turkish origin in different sectors in Hamburg shows that transnational competences are indeed advantageous, especially to second generation migrants in the knowledge intensive service industry (i.e. legal and health-care consultation). They develop innovative founding ideas and they can choose between diverse market strategies due to their special competencies and transnational networks.

Thesis (PhD) -- Macquarie University, Macquarie Graduate School of Management, 2008. / Bibliography: p. 301-327. / Introduction -- Literature review -- Methodology and phase 1 research design -- Phase 1 findings -- Phase 2 research design -- Phase 2 findings -- Conclusions and implications. / This research examines the relationship between innovation project portfolio management (IPPM) capabilities and competitive advantage. Innovation projects - or projects for the development of new products - are of escalating importance in an increasingly competitive, globalised and deregulated environment characterised by shortening product lifecycles and dynamic markets. IPPM capabilities aim to improve the success rates for product innovation activities by providing a holistic and responsive decision-making environment to maximise the long-term value of innovation investments across the portfolio of innovation projects. This research takes a wide view and investigates the overall rganisational capability for the management of the innovation project portfolio. -- Successful product innovation is no longer primarily a concern of manufacturing-based industries - product development in service industries is a growing endeavour in an increasingly important industry. Therefore this research includes service product development environments and is the first to extend beyond the traditional manufacturing industry base for IPPM research. This is also the first study to investigate IPPM capabilities in Australia. -- A pragmatic perspective guides a two-phase study encompassing a quantitative survey and a qualitative multiple-case study, the combination of methods providing a deeper level of understanding than could be achieved by either method alone. Findings support prior IPPM studies and suggest a positive relationship between structured IPPM capabilities and improved new product outcomes. The research highlights similarities and differences between service and manufacturing environments, and suggests future challenges will result from the increasing blurring of the boundaries between service and manufacturing industries. This research adopts a 'dynamic capabilities' perspective and draws on organisational learning theory to investigate the path-dependent nature of IPPM capability development. It adds to the understanding of how IPPM capabilities work with the resource base and contribute to competitive advantage. The findings of the research are presented in a maturity model and several conceptual models, and areas for future research are identified. / Mode of access: World Wide Web. / xxvii, 436 p. ill. (some col.)