Increasingly popular methods for managing impacts of tourism in nature-based settings include collaborative and voluntary codes of conduct. In southeast Alaska, for example, the Tourism Best Management Practices (TBMP) in Juneau and Wilderness Best Management Practices (WBMP) in Tracy Arm-Fords Terror Wilderness have been created to address shore and marine based tourism (e.g., cruise ships). This thesis contains three articles examining stakeholder: (a) definitions of wilderness and their influence on perceptions of the WBMP process, (b) motivations for collaboration in the WBMP and effects of this process on stakeholder relations, and (c) perceptions of indicators in the WBMP and motivations for compliance. Data were obtained from 28 interviews with tour operators, cruise industry representatives, US Forest Service personnel, and local residents. Findings in the first article showed that most respondents had some degree of purism in their definitions of wilderness (e.g., solitude, minimal impact), although cruise industry personnel had less purist definitions. With the exception of cruise representatives, most respondents felt that the wilderness character of this wilderness area was being threatened by vessel traffic, especially cruise ships. Most interviewees supported the WBMP as an alternative to regulations because it allowed for personal freedom and input into rulemaking, but many felt that the WBMP may be unable to address some future effects of tourism in the area. Many of the smaller and more purist operators felt that if the pristine character of this area was threatened, they might support regulations. Most stakeholders, however, displayed a type of cognitive dissonance by expressing concern over threats to the wilderness character of this area, yet rejecting formal regulations that may be needed for protecting the wilderness experiences they value most. Results from the second article demonstrated that the WBMP has enhanced stakeholder relations by improving communication and dialogue, and instilling an ethic of compromise and sharing. Lack of trust, however, was a concern, especially between smaller tour operators and cruise lines due to a perception that cruise lines are not following all of the WBMP guidelines. There was concern regarding how inclusive the WBMP should be, as many cruise representatives felt that local residents should not participate. Respondents also stated some concerns with Juneau's TBMP that could be used as lessons for improving the WBMP (e.g., noncompliance, incentives, monitoring). Findings covered in the third article showed that stakeholders considered the most contentious guideline in the WBMP to be the preservation of solitude, but they felt that the most important guidelines involved environmental factors such as impacts of tourism on seals. Compliance with the WBMP guidelines was motivated by altruism, peer pressure, and self-interest. Noncompliance was attributed to a lack of awareness of the WBMP and effects of noncompliant behavior, and perceptions that the WBMP was an example of government interference in private business operations. These findings may help agencies continue facilitating the WBMP and similar collaborative processes in other locales. / Graduation date: 2012

Text in English / This is a study of community protest against Barberton Mines (Pty) Ltd. It is a study of conflict and conflict resolutions. Barberton Mines (Pty) Ltd is one of the three gold mining companies in Barberton, and is in dire need of a bankable community/stakeholder relation management strategy, which should at least reduce, if not eliminate, the endless violent community protests against its operations. Methodologically, the study is predicated on a qualitative approach backed by oral interviews and the use of a survey. The study reveals that as much as the community appreciates Barberton Mines for its delivery in socio-economic development initiatives, Barberton Mines’ recruitment and procurement departments are not doing any justice in terms of preferred policy in favour of the locals/Barberton community. This is a key source of conflict. The results also reveal that the Barberton Mines Transformation Trust (BMTT), a vehicle established for socioeconomic development in Barberton, is considered to be ineffective by the community and is one of the causes of the conflict. The resolutions of the conflict include the effective implementation of the mining legislation and unrolling of the Mining Charter. The effectiveness and lack thereof of these conflict resolutions are subjected to analysis in this study. / Development Studies / M.A. (Development Studies)

The Industrial Development Corporation is the largest provider of development funding in South Africa. Despite having documented processes for assessing funding applications, which include traditional performance measures, the impairments as a percentage of outstanding funding book are increasing. However, scholarly literature indicates that traditional performance measures seem inadequate, with Economic Value Added providing more detailed performance company. The study assesses the Industrial Development Corporation employee’s perceptions on stipulated and additional performance measures and its funding processes. The study followed a quantitative research design using a questionnaire. The Statistical Package for Social Sciences was used to analyse the data. The study found that stipulated performance measures are mostly used, but not Economic Value Added. Funding processes could be enhanced through more performance measures and additional pre and post investment processes. It is recommended that processes be enhanced and the addition of Economic Value Added be investigated to assist in reducing impairments. / Management Accounting / M. Phil.

This dissertation focuses on investigating the relationship between organisational culture and employee engagement in a Public Service department. In this quantitative study, undertaken in a South African Public Service department (North West province), dimensions of organisational culture (measured by the South African Culture Instrument) were correlated with the dimensions of employee engagement (measured by the South African Engagement Measurement). Correlational analyses revealed a statistically significant positive relationship between each of the dimensions of organisational culture and employee engagement, respectively. ANOVA statistical technique was used to determine whether significant differences exist between groups. Regression analyses revealed that leadership, employee needs and objectives, vision and mission, management processes and internal relationships would predict employee engagement. Leadership made the most significant predictor of employee engagement. The means to achieve objectives dimension showed no effect in predicting employee engagement. This indicates that positive perceptions of organisational culture are likely to be related to higher levels of employee engagement. / Industrial and Organisational Psychology / M.Com. (Industrial and Organisational Psychology)

This thesis is an investigation of the call centre labour process focusing on both the way work is organised and experienced by the operators and the management of employee relations inside a local government workplace – The City of Johannesburg (COJ) Call Centre. The City of Johannesburg is used to understand labour process dynamics in local government. Johannesburg was recently named the ‘World’s Second Most Inspiring City’ (by Global City Index, 2014) possessing economic and political influence within and around South Africa. Johannesburg is the economic hub of the country, contributing nine per cent to the South African GDP. But it needs to be emphasised that the focus of this thesis is on the labour process rather than the City of Johannesburg. The nature of work in the COJ local government call centre involves answering calls about water, electricity, refuse removal, accounts and other general municipal services. The government’s objective was to have a more customer centred service delivery plan in compliance with the Batho Pele (People first) framework (RSA, 1997, White Paper on Local Government). This resulted in a shift in the government ‘mantra’ and philosophy from viewing Johannesburg residents as customers rather than citizens. This shift from public administration to New Public Management (NPM) has meant the introduction of private sector business principles into public services. This seeks to improve organisational and individual performance to enhance service delivery within South African municipalities. This is also meant to promote responsive and performance management culture. The study uses Labour Process Theory set out in Labour and Monopoly Capital (LMC-1974) by Harry Braverman to argue for the need to contextualise the labour process debate within the socio-political understanding of work in South Africa. In developing the argument about the narrow analysis of public sector call centres based on economic lines I have reviewed literature on call centres which is influenced by Michel Foucault and Harry Braverman to understand the public sector call centre labour process. Inspired by Adesina (2002) and Mafeje (1981) this study uses a ‘complementarity’ approach to knowledge. This means the local context tends to complement the global trends though not without contradictions within the local context. The case study approach was used for in-depth analysis of the local context through different methods (semi-structured interviews, focus group discussions, observations and survey questionnaires) to collect data from different stakeholders within the City of Johannesburg between 2010 and 2013. The concept of a ‘(dis)connecting city’ is fitting for the COJ as this city connects the rest of Sub-Saharan Africa and South Africa to the world through its commerce and political influence. Based on the challenges experienced in this local government call centre I attempt to show the the politicised nature of the public sector call centre labour process. I use the differential power relations in the frontline between customer and Joburg connect workers to illustrate this point. The lack of emphasis on the politicised nature of public sector call centres within literature is informed by the de-contextualised nature of these call centres. In the end, I argue that public sector call centre labour process is multilayered, contradictory and complicated because of these workers’ role as citizens, customers, community members and service providers from a politicised community environment.