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

Magister Legum - LLM / The general objective of the proposed research is to do a needs analysis for the tourism and hospitality industries of South Africa, Botswana, Namibia, Lesotho and Swaziland. This will be followed by an alignment of these industries with the provisions of the General Agreement of Trade in Services, commonly known as GATS, so that a Tourism and Hospitality Services Charter may be moulded that may be used uniformly throughout SACU. The specific objectives of the research are: To analyze impact assessment reports and studies conducted on the Tourism and Hospitality Industries for all five SACU member states with the aim of harmonizing standards, costs and border procedures. To ecognize SACU member states' schedule of GATS Commitments, especially in the service sectors being investigated, by improving market access, and to recommend minimal infrastructural development levels to be attained for such sectors' support. To make recommendations to harness the challenges faced by the said industries into a working document. To calibrate a uniformity of trade standards in these sectors that shall be used by the SACU membership. To ensure that the template is flexible enough for SACU to easily adopt and use in ongoing bilateral negotiations, for example. / South Africa

Magister Legum - LLM

Submitted in fulfillment of the requirements for the degree of Masters of Management Sciences: Marketing, Durban University of Technology, Durban, South Africa, 2016. / Customer service has been identified as a crucial aspect of the retail mix that can pose great significance in the creation of a store image. The modern retail sector has become highly competitive, with consumers demanding exceptional service that surpasses the expectations of service such that, comprehensive service strategies remain crucial for retailers to succeed (Timm, 2008:110). Furthermore, the increasing sameness of merchandise among supermarkets has induced retail giants in South Africa to rely on offering high quality service to remain competitive and build some source of differentiation (Beneke et al., 2012:173). Comprehensive service strategies are a requirement for retailers to remain competitive as they positively influence consumer perception of service that ultimately creates a store image (Harris 2010:17). Failure of service delivered to meet or exceed consumer expectation results in negative perception among consumers and customers end up deserting that particular retailer in search of better service elsewhere (Johnston and Marshall 2010:173). The main aim of this study was to determine the influence of customer service on consumer buying behaviour at selected supermarkets within the greater Durban area. To accomplish the objectives of this study, a quantitative study was conducted in the form of a descriptive survey. A sample of 400 respondents was questioned. Self- administered questionnaires were distributed amongst participants. Non-probability sampling was used in selecting respondents in the greater Durban area. Reviewed literature and findings of the study made the basis for conclusions and recommendations of this study. Results of this study indicate the following: • There is a positive perception towards service delivery in most Durban supermarkets and the majority of respondents indicated their willingness to continue visiting specific stores and recommend them to others. • There is a relationship between customer service and consumer buying behaviour. It is therefore recommended that supermarket management continue to uphold service quality as it not only ensures customer retention but also generates positive attitudes towards the stores. / M

Customer service excellence (CSE) is the common thread that binds all businesses; as without customers no trade can take place. The South African retail sector is one of the drivers of the economy and it is important that CSE is continuously monitored to ensure that standards of excellence are maintained. What remains unknown and unmeasured is the impact of the employees and the organisation on CSE. The retail sector is dependent on its customer facing employees to be the face and character of the store. Investment in advertising and other media exposure must ultimately be tested when a consumer visits a store and experiences the CSE on the ground and in real time. The investment for the retailer becomes worthwhile if the real face of the company reflects the promises made in the media; and that is in the hands of the men and women who work in the stores. This study sought to find out the impact of employees and organisations in the Centurion mall based retail stores on CSE. Literature was reviewed and quantitative and qualitative research methods was undertaken by means of questionnaires that were distributed to the staff and management of national branded stores in the malls around Centurion. The results obtained were then discussed in terms of each variable tested. The study found that organisational commitment, employee education and employee training have a strong relationship to customer service excellence.

The subject of this diploma thesis is the project documentation of mixed-use building construction, located on Milady Horákové street in the city of Brno, a borough of Černá Pole. Five above-ground floors and one underground floor with an adjacent parking garage are designed. On the first above-ground floor, there are a café, snack bar and main entrances to the building. On the second floor, there are office spaces. On the third to fifth floors, there will be residential units. Above the garage, there is a green roof designed for recreation. The roof above the main building is green also, but it's accessible only for maintenance workers. Entrances for both people and cars are located on the south side of the house. The whole building has a basement. where walls and foundation slab are made of water-impermeable monolithic concrete. Bearing internal masonry is made of monolithic concrete. Both bearing and non-bearing masonry of above-ground floors are made of ceramic blocks. The front and shaft walls are made of plasterboard. The southern facade is designed as ventilated, the northern facade is designed by ETICS. The ceiling structures are of reinforced concrete monolithic slabs. Roofs are green and flat.

服務貿易總協定（General Agreement on Trade in Services，GATS）秉持WTO之中心精神，以不歧視原則為重要基礎原則之一，分別規定於GATS第2條之最惠國待遇原則與第17條之國民待遇原則。 依據GATS第2條及第17條之規定，不歧視原則之要件包括：1)會員所採影響服務貿易之措施之要件；2)會員在特定承諾表做出開放承諾之要件（僅國民待遇原則）；3)來自其他會員之類似服務及服務供給者之要件；以及4)歧視性待遇之要件。 相較於GATT貨品貿易之不歧視原則而言，目前涉及GATS不歧視原則之要件與爭議問題等研究，仍處於發展階段，部分要件甚至仍未出現有力之實務見解，例如「服務及服務供給者之類似性」等，本文即希望透過拆解GATS不歧視原則之要件的方式，提出各要件可能發生之爭議問題，歸納分析目前WTO爭端解決實務見解及相關學術意見，一方面釐清GATS不歧視原則之法律全貌，一方面則藉由這些爭議的提出，期能拋磚引玉，對於將來有更多深化且精闢之相關研究之提出，有所助益。 最後，本文並依分析結果，針對各項爭議問題，提出我國目前法規體制在這些爭議問題下可能產生之疑義及我國主管機關可能之採行策略及方向建議。 關鍵字：服務貿易、服務貿易總協定、不歧視原則、最惠國待遇原則、國民待遇原則。 / Non-discrimination is one of the fundamental principles under the General Agreement on Trade in Services (GATS). It is embodied as the most-favored-nation treatment and the national treatment under the Articles 2 and 17 of the GATS. According to the Articles 2 and 17 of the GATS, the elements of non-discrimination include: 1) must be measures by Members affecting trade in services, 2) Members have made commitments in its Schedule (national treatment applies only), 3) likeness of services and service suppliers of Members, and 4) must be no less favourable treatment. Compared with non-discrimination under the GATT, which has been developed more completely, the elements and their related issues of non-discrimination under the GATS are still lacking representative or binding opinions. For example, the issue of “likeness of services and service suppliers” has not been addressed officially on findings of panel or appellate body reports. This article tries to analyze all elements under non-discrimination of the GATS, raise possible issues, and conclude related findings of WTO dispute settlement and opinions of academic publications. By doing this, the legal structure of GATS non-discrimination and possible issues would be clarified more completely. More importantly, we are hoping this beginning would help forward more and more future profounder researches focusing on issues of GATS non-discrimination. Finally, based on the research results, this Article brings up some potential problems which may happen under the legal system of our country and proposes possible strategies and measures to be taken. Key Words: Trade in services, GATS, non-discrimination, most-favored-nation treatment, national treatment.

Submitted by Kamila Costa (kamilavasconceloscosta@gmail.com) on 2015-06-16T20:01:58Z No. of bitstreams: 1 Dissertação-Cícero T M D dos Reis.pdf: 1346122 bytes, checksum: dd5f34a59acb61012eabfa4893c5f412 (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2015-06-17T15:11:48Z (GMT) No. of bitstreams: 1 Dissertação-Cícero T M D dos Reis.pdf: 1346122 bytes, checksum: dd5f34a59acb61012eabfa4893c5f412 (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2015-06-17T15:13:19Z (GMT) No. of bitstreams: 1 Dissertação-Cícero T M D dos Reis.pdf: 1346122 bytes, checksum: dd5f34a59acb61012eabfa4893c5f412 (MD5) / Made available in DSpace on 2015-06-17T15:13:19Z (GMT). No. of bitstreams: 1 Dissertação-Cícero T M D dos Reis.pdf: 1346122 bytes, checksum: dd5f34a59acb61012eabfa4893c5f412 (MD5) Previous issue date: 2015-03-06 / CAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / One of the places commonly used for leisure and shopping is the Shopping Mall. This store conglomerate of various sectors provides convenience to the public that attends, to find in the same environment a range of offers. In order to better understand the operation of a Shopping Mall this dissertation seeks to understand the rationality of the work of Shopping Malls vendors in the city of Manaus. Therefore, it seeks to contextualize the economic branch that work which is still conceptual indecision fruit given the range of services they offer. Describing the development of Shopping Malls in the world, in Brazil and in Manaus, so as to demonstrate how the work of is influenced by Taylorist management mechanisms and Toyotist responsible for the precariousness of their activity, as well as the store environment that determine the propriety, the way of the seller all the time working as an actor in an attempt to entice your customer to purchase supported by a facade. We conclude that this type of work takes on a temporary basis given the high level of physical and mental strain, derived from the comprehensive cargo collection, leisure time usurping these sellers. This academic study is divided into three chapters and as a theoretical basis for the study of rationality and work, classical authors of sociology of work, geography, administration, economy and other relevant areas, as Bourdieu (1977), Durkeheim (1995), Marx (2011, 2008 2002 1996 1948), Engels (2002, 1996), Weber (2004, 2001), Goffman (2009) and Friedmann and Naville (1973) are studied as well as other authors, namely: Kon (1999), Giddens (2000), Harvey (1992), Ohno (1997) Pochmann (2004), Sorj (2000) and Santos (2000, 2006) / Um dos locais comumente usados para lazer e compras é o Shopping Center. Este conglomerado de lojas de diversos setores proporciona comodidade ao público que o frequenta, no sentido de encontrar no mesmo ambiente uma gama de ofertas. A fim de entender o funcionamento do trabalho dos vendedores desse ambiente, esta dissertação procura compreender a racionalidade do trabalho dos vendedores de Shopping Centers na cidade de Manaus. Para tanto, busca contextualizar esse ramo econômico que ainda é objeto de indecisão conceitual dado a gama de serviços que oferecem. Apresentaremos o desenvolvimento dos Shopping Centers no mundo, no Brasil e em Manaus, para assim demonstrar como o trabalho dos vendedores é influenciado por mecanismos de gestão taylorista e toyotista responsáveis pela precarização de sua atividade. Avaliaremos também o ambiente da loja que, determina o decoro profissional e a maneira de agir do vendedor, que, amparado por uma fachada, trabalha como um ator na tentativa de seduzir seu cliente para a compra. Concluímos que essa forma de trabalho assume um caráter temporário dado o alto nível de desgaste físico e mental, oriundo da exaustiva carga de cobrança, usurpadora do tempo de lazer desses vendedores. O presente trabalho acadêmico está estruturado em três capítulos e tem como base teórica para o estudo da racionalidade do trabalho em Shopping Center, autores clássicos da Sociologia do Trabalho, da Geografia, da Administração, da Economia e outras áreas pertinentes, como; Bourdieu (1977), Durkheim (1995), Marx (2011, 2008, 2002, 1996, 1948), Engels (2002, 1996), Weber (2004, 2001), Goffman (2009) e Friedmann e Naville (1973), bem como outros autores, a saber: Kon (1999), Giddens (2000), Harvey (1992), Ohno (1997), Pochmann (2004), Sorj (2000) e Santos (2000, 2006).

中國服務業近年來成長迅速，服務貿易額占世界比重亦愈來愈高，且截至2012年10月為止，中國已與香港、澳門、東協、新加坡、紐西蘭、智利、巴基斯坦、秘魯及哥斯大黎加等國家和地區簽署雙邊服務貿易協定，積極對外開放服務業市場。目前臺灣正與中國進行ECFA服務貿易協定的協商談判，因此深化研究中國服務業對外開放的戰略，以及分析中國至今已簽署之所有服務貿易協定的承諾內容與開放程度，是臺灣當前重要經貿課題之一。 本文使用文獻分析法探究中國服務業對外開放的戰略與政策，同時採用Marchetti and Roy（2008）的量化分析法，計算中國目前所有服務貿易協定之開放程度，並探討中國各大部門之開放情形，得到許多重要結論。首先，本文認為中國在服務業對外開放的戰略面和政策面實為相互呼應，於2001年加入WTO之後即全面擴大服務業的對外開放，並且日益重視服務貿易的發展，特別是新興服務貿易。其次，儘管中國於雙邊簽署許多服務貿易協定，但除了對香港（和澳門）新增約10.7%的開放程度之外，其餘國家平均僅新增2.6%的開放程度，可見中國實質開放程度並不高。另外，本文亦發現中國在採礦相關、醫院和旅遊等服務部門，會視部門類型之不同，決定不同之開放對象。最後，文末整理臺灣應於ECFA服務貿易談判盡力爭取開放之部門，並提出若干談判策略建議。 / In recent years, China has made remarkable progress in developing its service industry, and its proportion of trade in services in the world has risen significantly. Until October 2012, China has already signed nine bilateral agreements on trade in services with Hong Kong, Macao, ASEAN, Singapore, New Zealand, Chile, Pakistan, Peru and Costa Rica, showing its activeness and resolution to open up the services market. Taiwan is also negotiating with China about the negotiation of trade in services. Therefore, to understand China’s opening-up strategy and analyze both the content of commitments and the degree of openness in all agreements on trade in services China have signed, have become one of the major economic issues for Taiwan’s government. This thesis used literature analysis method to explore China’s opening-up strategies and policies in its service industry, and applied the quantitative method based on Marchetti and Roy(2008) to calculate the degree of openness in all agreements on trade in services China have signed. Meanwhile, the current situation of China’s service sectors was examined separately. There are three principal findings. First of all, China’s opening-up strategy in service industry is very consistent to its policies. Since China joined the WTO in 2001, it has not only significantly opened up its services market, but also made more efforts into the development of trade in services, especially the emerging sectors. Second, although China has signed many bilateral agreements on trade in services, the real degree of openness is not high. Except Hong Kong (and Macau), which gets approximately 10.7 percentages more in the degree of openness stipulated in the WTO agreement, the rest of countries only get 2.6 percentages more degree of the openness in average. Third, for particular purposes, China would give different treatment to different countries in service industries like services incidental to mining, hospital services, and touristic services. Finally, this thesis lists some service sectors, which Taiwan should strive for China’s opening-up on the negotiation of Trade in Services, and provides some suggestions for negotiation strategy.

本文以GATS觀光建制演進為例，驗證以新自由制度主義為基礎所建立的基本假設。本文對GATS觀光建制演進所作之考察，驗證了經濟過程面、整體權力結構、議題權力結構、國際組織面等總體政治經濟結構面因素，在不同階段，單獨或合併對GATS觀光建制立法演進產生不同面向之影響。(見圖7-1) 經濟與科技發展及變化，是GATS及觀光建制議題形成的主要動能。GATS建制之形成，最初之原動力來自於美國因經濟及科技發展，而產生將服務貿易納入多邊貿易體系之利益認知，進而透過議程設定以推動建制之形成。WTO設立後，面對全球觀光需求成長之趨勢，不同發展階段的國家，都看到許多觀光商機，皆對觀光服務貿易寄以厚望，因此產生了持續進行觀光自由化談判之動能。 經濟與科技發展及變化，除了促成繼續推動模式二自由化承諾外，亦驅策已開發國家如美國所主張之模式三自由化，及開發中國家如印度所主張之模式四自由化。網路科技之進步，提高某些服務以模式一跨境提供的可行性，而產生模式一自由化之動機。但經濟與科技發展及變化，固然帶來了商機，也導致某些開發中國家所賴以維生之觀光產業，遭受跨國公司挾新科技之重大威脅。觀光附件立法之原始驅力，即來自於開發中國家面對經濟及科技變化所帶來之挑戰，期望透過立法途徑以有效減少利益漏失。 經濟及科技變化因素產生了談判動機，但仍有賴足夠的權力才能推動談判，而將所欲談判之議題推上議程，並影響談判結果。GATS建制之形成，最初得力於美國運用其於冷戰時期的強大整體權力為後盾，排除議價障礙，而將服務貿易議題推上烏拉圭回合談判議程。但隨著冷戰結束，整體權力結構未必能支配個別議題權力結構，美國較難運用其整體權力以遂行其在經貿議題領域的主張。因此，在服務貿易議題領域，烏拉圭回合後期一再出現多數意見凌駕美國利益期待的重要決定，例如美國所主張之國民待遇與市場開放二大原則列入一般義務，以及以負面表列方式作承諾，均遭到多數意見反對而大幅修改。 就權力結構面向觀察，當前WTO下的整體權力結構，係美國為首，EC協同領導，G-20具有關鍵反對地位的態勢。觀光議題權力結構，大致與WTO下的整體權力結構接近，亦是美歐主導，G-20具關鍵地位之態勢。整體權力結構因素，對於WTO建制整體推進與遲滯，例如杜哈議程的整體進展，影響較為直接。觀光特定承諾談判作為杜哈議程下服務貿易談判的一環，亦受整體進展之間接影響。美國所主張之旅館服務模式三自由化，以及「觀光談判九國立場文件」所主張之模式一及模式四自由化，皆因取得足夠的權力基礎，而較有機會進入談判議程。對觀光附件提案國言，觀光附件提案在杜哈議程展開後的政治經濟氣候下，迅速失去動能，與提案國勢單力薄，欠缺權力基礎不無關係。透過議題串連及或結盟可提高權力；觀光附件原始提案國多明尼加等，透過「觀光談判九國立場文件」提案，而與G-20主要成員議題結盟，不無強化提案之權力基礎，以提高競爭防護議題進入談判議程機會之意。 議題權力結構對於觀光談判有其影響。雖然由於整體權力結構與觀光議題權力結構的落差不大，其權力基礎究係整體權力或議題權力，不易分辨。不過，印度在杜哈議程下大幅放寬對觀光旅遊服務模式三自由化之承諾，議題權力結構可以局部解釋此一立場大轉變之原因。觀光附件提案國整體權力甚弱，但因對觀光議題之重視，傾力推動，而使其在此議題之權力得以提升，而發揮影響議程之作用。 在國際組織面因素方面，正式或非正式國際網絡、規範、制度，對權力行使所產生之約束力或助力，有時會造成與權力結構不盡一致的議價結果。昔日GATS形成之初，係在原GATT建制下進行談判，開發中國家得以利用GATT既有架構表達反對立場，而導致GATT秘書處無法於1980年代初期建立服務貿易討論的正式議程。其後，烏拉圭回合談判中，在強調「貿易體系整體需求」而不考慮個別國家利益下，限制了美國之權力運用，使其無法迫使他國接受其所擬訂的「服務貿易總協定」草案版本。國際組織面因素，對弱國的權力的行使常有頗大助力。尤其是GATS發展規範及其所衍生之規則，使權力相對弱勢之開發中國家取得更佳議價地位。開發中國家關於觀光議題之提案，無論是特定承諾談判或觀光附件相關議題之主張，發展規範及相關規則皆是重要後盾。反觀已開發國家受發展規範之拘束，卻又不能加以挑戰，只能於規則層次爭取有利之解釋。除發展規範外，WTO單一承諾談判制度及投票規則，乃至其他國際組織如世界觀光組織、UNCTAD，乃至NGOs的網絡關係或行為規範，亦對觀光建制演進有所影響。 本文之考察，亦驗證了另一項結構面之基本假設：改變GATS建制內容的新主張能否推進，前提是會員對於在「促進經濟福祉」及「維護政策自主」二方面相互利益之強弱有無之認知。GATS建制之自由化、發展、國內管制等三大主要規範，均可辨認出此二類可期待之相互利益，作為合作之基礎。惟強弱有別；例如，發展規範對已開發國家眼前之直接利益顯然不大，故政治基礎較不穩定，從而出現透過政治運作而降低牽制之嘗試。基本上，國家恒常運用其權力以追求利益，倘若某一涉及建制演進之主張，並無足夠的相互利益可資期待，則難誘發其運用權力以推進該主張之動能。推動建制改變的提案主張，必須具有與權力結構大致相稱的相互利益，但發展規範的推進無此條件。因此，相較於自由化規範，發展規範之推進，更有賴權力較大之會員，著眼於長期整體利益，包括價值理念之維護，作出較多讓步。 觀光特定承諾談判係以GATS自由化規範之相互利益為基礎，若能維持各提供模式自由化之均衡，兼顧發展規範，則其相互利益堪稱顯著，有助建制新內容之推進。例如，印度對觀光服務市場開放進一步放寬，除權力結構面因素外，顯著的「促進經濟福祉」預期相互利益之存在，亦有其解釋力。較大的挑戰是觀光附件提案；此一提案因係以發展規範為基礎，故其提案內容相互利益本即較不顯著，但不僅已開發國家無利益，連許多開發中國家所關心的政策自主利益亦遭威脅。此一提案雖一度獲得熱烈討論，卻於2002年杜哈議程展開後歸於沉寂，預期之相互利益不足乃是導致其失去動能的根本原因。在杜哈議程的政治現實下，原提案國改以「示範要求文件」，在特定承諾談判中，以實現觀光附件之目標，有其相互利益之考量。 展望未來，觀光服務貿易對不同發展階段之國家，皆具有潛在利益。對於服務貿易普遍缺少競爭力的開發中國家來說，觀光服務貿易更提供了創造外匯及就業機會而消除貧窮的契機所在。隨著全球化之推進，國際觀光服務貿易的商機愈來愈多，但跨國公司運用新科技，並進行各種形態之企業整合，導致競爭更趨白熱化，因而開發中國家所擔心的經濟利益漏失亦可能加劇。不同發展階段的WTO會員，基於各自的利益認知，皆有意運用權力以影響觀光建制之演進，使其朝著有利於已的方向發展。因此，GATS觀光服務貿易建制下，無論是特定承諾談判，或如觀光附件之類的規則談判，經濟面向的動能未來將持續存在。 但談判能否推進，重要前提是提案內容是否在「促進經濟福祉」及「維護政策自主」二方面具有相互利益。觀光附件提案在杜哈發展議程中遭到冰存，主因之一是相互利益不足。隨著全球化持續推進，國際觀光所出現的經濟漏失可能更趨嚴重，倘若觀光附件內容加以修改，而能解決開發中國家既要防止經濟利益漏失，又要避免主權旁落之兩難困境，兼具經濟福祉及政策自主之相互利益，則不無可能重新取得大部分開發中國家之支持。假如進一步在內容設計上，兼顧已開發國家之立場，則立法阻力將可減少。必須注意的是，期待相互利益是某一主張被接受的基礎，然而若日後之實際相互利益，與期待利益落差過大，則可能侵蝕原先的合作基礎，而對建制造成危機。例如，國內管制規範的實踐經驗，即出現與預期相互利益不符之情形，造成規範弱化之挑戰。 未來GATS建制演進之實際進展，主要仍受權力結構之支配。就整體權力結構觀察，美國在「一超多強」結構下，仍是軍事獨強，也是WTO下整體權力最強的會員。但EC在其會員擴增為25國且進一步整合後，或許更具與美國分庭抗禮的實力；「金磚四國」整體力量上升，除了已經在WTO內的中國、印度、巴西外，尚有俄羅斯即將加入，未來可能在農業G-20基礎上，展現其在WTO下更強的的結盟實力，但由於四國的基本利益並不一致，故其未來影響尚待觀察。就目前WTO會員之權力結構而言，美國與歐盟對建制的支持，是維繫及演進的關鍵所在。整體而言，多邊自由貿易建制合乎美國及歐盟的政治經濟利益，理當可獲其支持。 再就價值理念言，會員間除了權力與利益的理性計算外，也受到價值觀之制約，而多邊自由貿易建制，本質上係以西方式自由民主理念為價值基礎，對美國及歐盟具制約力。因此，在可見的未來，不易出現類似1970年代國際貨幣建制瓦解之情形。 在觀光議題權力結構方面，從統計數字顯示的趨勢觀之，美國、EC將繼續居於主導地位。但開發中國家的權力持續上升，中國與印度皆因觀光消費能力增加而產生議題權力；中國之成長尤其值得注意。另一方面，國際觀光對「金磚四國」外匯收益及就業機會之提供日趨重要，增加其對觀光客來源國之經濟依賴。 整體權力結構與觀光議題權力結構合併觀之，美國在可見的未來仍將是談判動能的主要來源，但美國必須獲得到EC的支持，並取得G-20之諒解，始能順利推動議程，在觀光服務模式三自由化之推動，此一權力基礎將繼續存在。從G-20在坎昆會議中面對美歐聯手所展現的對抗力量觀之，縱使推動議程的力量尚嫌不足，至少有力量阻滯議程，而迫使美國及EC重視其意見。G-20未來權力可能繼續上升，但對已開發國家的依賴將加深，且因各自與不同已開發國家間的權力關係不等距，而可能造成權力結構複雜化。 「觀光談判九國立場文件」所表達的模式四自由化，及限制觀光反競爭行為等立場，若開發中國家立場一致，則有機會獲得回應，但因權力結構日趨複雜，一切仍有變數。 就國際組織面言，發展規範及其相關規則，可望繼續牽制已開發國家，而提供開發中國家，尤其低度開發國家助力，使其向已開發國家所提出之主張更具正當性。未來，只要美國無意改變其積極參與並領導WTO建制的基本政策，當不致一味推動自由化規範，而偏廢發展規範。觀察WTO近年來的演進脈絡，美國面對國際組織面向之牽制，傾向於切割開發中國家陣營，限縮發展規範的適用對象於低度開發國家，而將發展規範對其之牽制減至最低。其次，開發中國家所一再主張的GATS第4條落實或施行問題，攸關發展規範下的權利義務內容，影響議價態勢及結果，乃是開發中國家與已開發國家未來無法迴避的問題。此外，WTO決策規則及實踐，包括正式程序及非正式機制如「綠室會議」之運作，未來是否改變，對議價結果也會有影響。在司法層面，WTO爭端解決之決定，例如美墨電信案對參考文件及發展規範之見解，以及網路賭博案對國內管制例外之解釋，也可能對觀光建制演進產生影響。