Abstracts in English, Zulu and Afrikaans / Globally, Visitor Information Centres are increasingly recognised touchpoints contributing to the success of tourism destinations. In Gauteng, South Africa, their numbers continue to decline. The service level of these remaining VICs differ across and fall below expectation. Furthermore, most models of operation are obsolete, with these centres having minimal exposure to best practices. Limited research focuses on the supply side, namely the staffing and management of centres. The study focuses on Gauteng VICs and the best practices that could improve future effectiveness. An exploratory design was followed which commenced with a concise review of best practice literature, global case studies and examples on the operation of effective VICs. An empirical study then reported on the opinions of 25 VIC staff and eight managers from eight Gauteng VICs regarding the current situation and future needs. A two-tiered approach was used to gather data via two custom-designed surveys with Gauteng VIC staff and managers respectively. A snowball sample of 25 staff members and a purposive sample of eight key informants were obtained. Data were analysed quantitatively using SPSS and qualitatively using thematic content analysis; and presented in three parts. The literature, the findings and the researcher’s recommendations culminate in a best practice framework for Gauteng VICs. The framework advocates for an integration of traditional and new media services and platforms in the dissemination of tourism information based on the funding available to a particular VIC. It is envisaged that if managers implement the best practice framework, it could avert further decline in the number of VICs. Moreover, it could improve their effectiveness in meeting the needs of the technologically-savvy and the traditional visitor, thereby ushering the Gauteng VICs into the 21st century. / Emhlabeni jikelele, izikhungo zolwazi zabavakashi (VICs) ziya ngokuya ziqashelwa njengamaphuzu okuxhumana abamba iqhaza ekuphumeleleni kwezindawo zezokuvakasha. EGauteng, eNingizimu Afrika inani labo, liyaqhubeka ngokwehla. Amazinga okusebenza kwalokho kwama-VIC asele ahluka ezindaweni zonkana futhi awela ngezansi kokulindelekile. Ngaphezu kwalokho, izinhlobo eziningi zezifanekiso zomsebenzi azisetshenziswa, nalezo zikhungo nokuba nokubanakaliswa okuncane nemikhuba ephambili. Ucwaningo olulinganiselwe lugxile ohlangothini lokunikezela, okuyizikhungo zabasebenzi nokuphathwa. Lolu cwaningo lugxile kuma-VIC aseGauteng kanye nemikhuba ephambili engase ithuthukise ukusebenza ngokuzayo. Umklamo oyisibonelo walandelwa okuyinto eyaqala ngokubuyekeza okufingqiwe okuhamba phambili kwezincwadi, izifundo zomhlaba nezibonelo zokusebenza ngempumelelo kwama-VIC. Ucwaningo lomdlandla lwabika ngemibono yamalungu abasebenzi abangama -25 beVIC nabaphathi abayisishiyagalombili abavela kuma-VIC ayisishiyagalombili aseGauteng mayelana nesimo samanje kanye nezidingo esikhathini esizayo. Izindlela ezimbili zokuhlaziya zasetshenziswa ukuqoqa imininingwane ngokusebenzisa izinhlolovo ezimbili ezenziwe ngokwezifiso nabasebenzi be-VIC eGauteng nabaphathi ngokulandelana Isampula yokudluliselwa (snowball sampling) kwamalungu abasebenzi abangama-25 kanye nesampula yokwahlulela ekhethayo (purposive sampling) yabafundisi abamqoka abayisishiyagalombili yatholakala. Imininingwane yahlaziywa ngokufanelekile kusetshenziswa iSPSS (Statistical Package for the Social Sciences) futhi ngokufanelekile kusetshenziswa ukuhlaziywa kwezindikimba okuqukethwe futhi yethulwa izingxenye ezintathu. Imibhalo, okutholakele kanye neziphakamiso zomcwaningi zifinyelele emkhubeni ophezulu wohlaka lwama-VIC aseGauteng. Uhlaka lummela ukuhlanganiswa kwendabuko futhi ukusebenzisa kwezokwazisa ngezinkundla ekusabalalisweni kolwazi lwezokuvakasha kusekelwe ngokuxhaswa ngezimali okutholakala ku-VIC ethile. Kucatshangwa ukuthi uma abaphathi beqalisa umkhuba ophambili wohlaka, kungase kugweme ukwehla okwengeziwe kwenani lama-VIC. Ngaphezu kwalokho, kungase kuthuthukise ukuphumelela kwabo ekuhlangabezaneni nezidingo zobuchwepheshe zokwenza izinqumo ezinhle kanye nesivakashi sendabuko, kanjalo kubonise ama-VIC ku-21st Century. / Besoekersinligtingsentrums word wêreldwyd toenemend erken as kontakpunte (touchpoints) wat tot die sukses van toerismebestemmings bydra. Die aantal besoekersinligtingsentrums in Gauteng, Suid- Afrika, toon ’n afname. Die diensvlakke van die oorblywende sentrums verskil en voldoen nie aan verwagtinge nie. Die bedryfsmodelle van die meeste van hierdie besoekersinligtingsentrums is ook verouderd en die betrokke sentrums het minimale blootstelling aan beste praktyk. Beperkte navorsing fokus op die aanbodkant, dit wil sê, die personeelvoorsiening en bestuur van besoekersinligtingsentrums. Hierdie studie fokus op besoekersinligtingsentrums in Gauteng en die beste praktyke wat hulle doeltreffendheid in die toekoms kan verbeter. Die navorser het ’n verkenningsontwerp gebruik, beginnende met ’n bondige oorsig van literatuur oor beste praktyk, wêreldwye gevallestudies en voorbeelde van die werkswyse van doeltreffende besoekersinligtingsentrums. Die navorser het daarna in ’n empiriese studie verslag oor die menings van 25 personeellede van besoekersinligtingsentrums en 8 bestuurders van 8 besoekersinligtingsentrums in Gauteng rakende die huidige stand en toekomstige behoeftes van die sentrums gelewer. Die navorser het ’n tweevlakkige benadering gevolg om data in te win deur twee aangemete opnames te gebruik om data van onderskeidelik personeellede en bestuurders van besoekersinligtingsentrums in Gauteng te bekom. ’n Sneeubalsteekproef van 25 personeellede en ’n doelbewuste steekproef van 8 sleutelrespondente is bekom. Data is kwantitatief met behulp van die Statistical Package for the Social Sciences (SPSS) en kwalitatief deur middel van ’n tematiese inhoudsanalise ontleed en in drie dele aangebied. Die literatuur, die bevindings en die navorser se aanbevelings het op ’n raamwerk van bestek praktyk vir Gautengse besoekersinligtingsentrums uitgeloop. Ingevolge hierdie raamwerk moet tradisionele en nuwe mediadienste en -platforms geïntegreer word na gelang van die befondsing wat tot ’n bepaalde besoekersinligtingsentrum se beskikking is. Daar word voorsien dat indien sentrumbestuurders die bestepraktyk-raamwerk implementeer, dit ’n verdere afname in die aantal besoekersinligtingsentrums kan verhoed. Daarbenewens kan die raamwerk lei tot ’n verbetering in Gautengse besoekersinligtingsentrums se vermoë om in die behoeftes van beide tegnologies bedrewe en tradisionele besoekers te voorsien, en sodoende daartoe bydra dat die sentrums by die 21ste eeu aanpas. / Transport Economics, Logistics and Tourism / M. Com. (Tourism Management)

Text in English with summaries and keywords in English, Afrikaans and Zulu / Bibliography: leaves 294-314 / How does an organisation turn good results into great results? What makes one organisation good and another great? What defines high performance organisations? Which aspects within an organisation play vital roles into taking an organisation from good to great? Are some aspects more important than others, if so, which ones? These questions have been explored and researched over the years and various researchers have proposed different theories and models that impact high performance as well as definitions around high performance with mixed results. The general aim of this research was to develop and validate a High Performance Model for an IT organisation. The concept of high performance was explored in terms of how to define high performance, which high performance models and frameworks have been developed within the literature and what sustains high performance. These existing High Performance Organisation (HPO) models and frameworks were evaluated against an identified set of criteria to arrive at a definitive theoretical model of high performance. The theoretical HPO model was developed based on the evaluation of the literature reviews together with the existing HPO model of the participating IT organisation. The main purpose of the empirical research was to gather data by means of three questionnaires, over six years, which were used to statistically determine the organisational and behavioural constructs that influence High Performance in an IT organisation in South Africa. Furthermore, the researcher developed an empirical model to verify the theoretical model. A quantitative empirical research paradigm using the survey method was followed and explanatory and descriptive research was used in this study. An HPO questionnaire was developed and administered to employees. Over the six years and three questionnaire administrations, 3,451 employees participated. A new best fitting HPO model was postulated based on new constructs postulated in the factor analysis. The model indicated that Leadership, Knowledge Management – team, Strategic Focus as well as Job Satisfaction especially contributed to high performance within the participating organisation, as well as that strong relationships exist between the HPO factors. This research should contribute towards longitudinal studies on high performance as well as a comprehensive understanding of the factors that influence high performance, within South Africa but also globally. The new HPO model should assist organisations and practitioners in measuring high performance in any organisation after validation. With increased competition and globalisation organisations struggle to survive, this study can provide a roadmap for organisations to obtain and sustain high performance. / Hoe kan ‘n organisasie goeie resultate in uitnemende resultate verander? Wat maak een organisasie goed en ‘n ander een uitnemend? Hoe word hoë prestasie organisasies gedefinieer? Watter aspekte binne ‘n organisasie speel die belangrikste rol om die organisasie van goed na uitnemend te neem? Is sommige aspekte belangriker as ander, indien wel, watter? Hierdie vrae is al deur die jare heen ondersoek en nagevors. Verskeie navorsers het verskillende definisies, teorieë en modelle wat hoe prestasie beïnvloed word ontwikkel, met gemengde resultate. Die algemene doel van hierdie navorsing was om ‘n Hoë Prestasie (HP) Model vir ‘n IT organisasie te ontwikkel en te bekragtig. Die konsep van hoë prestasie word ondersoek, meer spesifiek, die definisie van hoë prestasie, watter hoë prestasie modelle en raamwerke al ontwikkel is in die literatuur en wat hou hoë prestasie in stand. Die bestaande HP modelle en raamwerke word ge-evalueer teen kriteria wat vooraf geïdentifiseer is om sodoende ‘n beslissende teoretiese model vir hoë prestasie te onwikkel. Die teoretiese HP model was ontwikkel op grond van literatuur evaluasies, tesame met die bestaande HP model van die deelnemende IT organisasie. Die hoofdoel van die empiriese navorsing was om data te versamel deur middel van drie vraelyste, oor ‘n tydperk van ses jaar, wat gebruik is om te bepaal watter organisasie- en gedragsveranderlikes beïnvloed hoë prestasie in die deelnemende Suid-Afrikaanse IT organisasie. Die navorser het ook ‘n empiriese model ontwikkel om die teoretiese model te verifieer. ‘n Kwantitatiewe empiriese navorsingsparadigma, insluitend die vraelysmetode, was gevolg in hierdie navorsingstudie, sowel as verklarende en bevestigende navorsing. ‘n HP vraelys was ontwikkel en geadministreer. Gedurende die ses jaar en drie vraelys administrasies, het 3,451 werknemers deelgeneem. ‘n Nuwe en beter-passende HP model word gepostuleer, gebaseer op nuwe konstrukte gepostuleer in die faktoranalise. Die model wys dat Leierskap, Kennisbestuur—span, Strategiese Fokus, asook Werksbevrediging—veral bydra tot hoë prestasie in die deelnemende organisasie en dat sterk verhoudings bestaan tussen dié HP faktore. Die navorsing behoort by te dra tot longutidinale studies van hoë prestasie, asook ‘n omvattende begrip van die faktore wat hoë prestasie beïnvloed, op globale vlak, maar ook binne die Suid-Afrikaanse konteks. Die nuwe HP model behoort organisasies en praktisyns te help om hoë prestasie te meet in enige IT organisasie, nadat bekragtiging gedoen is. Met toenemende kompetisie en globalisering, sukkel organisasies om kop bo water te hou, dus kan hierdie studie ‘n padkaart bied na die verkryging en handhawing van hoë prestasie. / Ngabe inhlangano ikwenza kanjani ukwenza ukusuka kwimiphumela emihle ibe nemiphumela yezinga eliphezulu kakhulu? Ngabe yini okwenza ukuthi inhlangano ethile ibe yinhle kanti enye ibe sezingeni eliphezulu kakhulu? Ngabe yini okuchaza inhlangano esebenza ngezinga eliphezulu kakhulu? Ngabe yiziphi izinto kwinhlangano ezidlala indima ebalulekile ekwenzeni ukuthi inhlangano isuke ezingeni elihle iye kweliphezulu kakhulu? Ngabe kukhona izinto ezibalulekile ukudlula ezinye, uma zikhona, ngabe yiziphi? Le mibuzo iye yacutshungulwa nokucwaningwa eminyakeni eminingi kanti abacwaningi abehlukene baphakamise amathiyori ehlukene kanye namamodeli athinta umphumela wezinga eliphezulu kanye nezincazelo ngokusebenza kwezinga eliphezulu, ngemiphumela ehlukene. Inhloso enabile yalolu cwaningo bekuwukwenza kanye nokuqinisekisa imodeli ye-high performance model (HPO) ngokwenhlangano ye-Information Technology (IT). Kuye kwahlolisiswa umbono wokusebenza ngezinga eliphezulu ngokulandela indlela yokuchaza ukusebenza ngezinga eliphezulu, nokuthi ngabe yiwaphi amamodeli okusebenza ngezinga eliphezulu nezinhlaka ezenziwe ngaphansi kwemibhalo, kanye nokuthi yini ukuqikelela ukuqhubeka kokusebenza ngezinga eliphezulu. Amamodeli akhona e-HPO kanye nezinhlaka zahlolwa ngaphansi kwama-criteria aboniwe akhona ukuze kufinyelelwe kwithiyori echazayo ngemodeli yokusebenza ngezinga eliphezulu. Ithiyori yemodeli ye-HPO yenziwe ngokulandela uhlolo lwemibhalo ebuyekeziwe kanye nokulandela imodeli ye-HPO ekhona kwinhlangano ye-IT ebingenele ucwaningo. Inhloso enkulu yocwaningo olunobufakazi bekuwukuqoqa idata ngokwenza uhla lwemibuzo emithathu, esikhathini seminyaka eyisithupha, kanti yasetshenziswa ukunquma ngezinto ezihlukene eziphathelene nenhlangano kanye nokuziphatha kwayo okunomthelela ekusebenzeni ngezinga eliphezulu kwinhlangano ye-IT eNingizimu Afrika. Kanti futhi, umcwaningi wenze imodeli yobufakazi ukuqinisekisa imodeli yethiyori. Kulandelwe ipharadayimi yocwaningo lwamanani ngokusebenzisa inqubo ye-survey kanye nocwaningo lwencazelo nengcaciso okusetshenziswe kulolu cwaningo. Kwenziwe uhla lwemibuzo yeHPO yasetshenziswa kubasebenzi. Eminyakeni eyisithupha kusetshenziwswe uhla oluthathu lwemibuzo, kubasebenzi ababambe iqhaza abangu 3, 451. Imodeli engcono kakhulu ye-HPO iye yasetshenziswa ngokulandela uhlelo olusha olwenziwe kwinqubo yohlaziyo. Imodeli ibonise ukuthi Ubuholi, kanye Nokuphathwa koLwazi – ithimba, Ukugxilisa kwinhloso ethile kanye Nokuneliseka Ngomsebenzi ikakhulukazi yikho okunomthelela ekusebenzeni ngezinga eliphezulu enhlanganweni ebamba iqhaza. Imiphumela ibonise nobudlelwane obukhulu obuqinile obukhona phakathi kwezinto eziphathelene ne-HPO, ikakhulukazi phakathi Kwenhlangano Yokuphathwa Kolwazi, okuhambelane kakhulu ngokuqinile nezinto ezinhlano kweziyisishagalolunye eziphathelene ne-HPO. Ucwaningo lungathela esivivaneni ekuqondisiseni okujulile kwizinto ezinomthelela ekusebenzeni ngezinga eliphezulu, kuwo wonke umhlaba kanye neNingizimu Afrika ngokwayo. Imodeli entsha ye-HPO ingasiza inhlangano kanye nabasebenzi ekukaleni ukusebenza ngezinga eliphezulu kunoma yiyiphi inhlangano ye-IT, ngemuva kokuqinisekiswa. Ngokukhula kokuqhudelana kanye ne-globalisation, izinhlangano zikuthola kunzima ukuqhubekela phambili, lolu cwaningo lungahlinzeka ngomhlahlandlela kwizinhlangano ukuthola indlela yokusebenza ngezinga eliphezulu nokugcina lezo zindlela zokusebenza ngezinga eliphezulu. / Industrial and Organisational Psychology / D. Phil. (Industrial and Organisational Psychology)