There are many ways in which to define the relationship between the European Union (EU) and the African, Caribbean and Pacific (ACP) countries. Using Holsti‟s definitions of role theory, this study distinguishes between the ego (the EU) and the alter (the ACP countries), referring to the differing perceptions that each has regarding the same issue: the Economic Partnership Agreements (EPAs). It is argued that the EU carries out its external policies vis-à-vis the ACP countries, and in particular with the EPAs, in a manner that is perceived very differently by the two parties. The EU perceives its behaviour as that of Normative Power Europe (NPE) whereby actions are identified as altruistic and determined by a number of norms that form the core of the EU. Alternatively, it is suggested that in contrast to NPE, the ACP countries, with specific reference to southern Africa, experience and perceive quite a different version of the EU which is determined by Market Power Europe (MPE). MPE highlights a tangible and self-interested Europe not concerned entirely with altruistic intentions but rather the interests of its Single Market. The co-existence of these perceptions accounts for the difficulties faced in concluding the EPA negotiations. / Dissertation (MA)--University of Pretoria, 2013. / gm2014 / Political Sciences / unrestricted

Magister Legum - LLM

In many industries, service is the critical determinant of success or failure. Service failure is almost inevitable, and this has the potential for the organisation to lose its customer. However, if implemented successfully, Service Recovery can rectify the breakdown in service, and turn angry, frustrated customers into loyal ones. Service Recovery is vital for profitability, especially for companies operating in the services market, like First National Bank (FNB). Unfortunately, few service firms know how satisfied customers are with their Service Recovery efforts, and FNB is no exception. This study attempted to rectify the situation, to ensure that the bank does not fail its customers a second time. The major focus of the study is to assess client satisfaction with Service Recovery (SR) from FNB. By using the RECOVSAT instrument (developed by Boshoff in 1999), the study aims to establish how effective FNB was in terms of the six dimensions of SR, namely communication, empowerment, feedback, atonement, explanation, and tangibles. The relationship between each of the dimensions and customer satisfaction, as well as between customer satisfaction and loyalty, was measured, and a hypothesis for each relationship rejected or accepted. The empirical results show that, from 702 complainants, a RECOVSAT score of 68% was computed, which could be regarded as only satisfactory. The dimensions of communication, explanation, atonement, and empowerment, had the strongest positive correlation with customer satisfaction, while feedback and tangibles, although positively correlated, were not statistically significant, and thus not as important as the first four dimensions. FNB performed best on tangibles (81%), then communication (75%), explanation (70%), atonement (68%), empowerment (62%), and lastly feedback (51%). The study reinforced the view that customer satisfaction is positively related to loyalty. Other findings were that, administration and errors were the most frequent complaints, followed by pricing, fees, and interest, while time delays/waiting were the third most numerous. Over 54% of complainants had been with the bank for over 10 years, which could be a problem if the customers had left the bank, as the profitability of a customer generally increases with time. Age and gender did not appear to be factors that influenced behaviour of complainants. In terms of the managerial implications, it is recommended that FNB implement a Customer-Complaint-Handling (CCH) system that is both national and inter-group. The bank should also focus on empowering employees, improving communication skills, explaining to customers why the problem occurred, apologising, and offering some atonement. By adopting the recommendations, FNB should improve their service recovery, and as a consequence, their customer satisfaction and loyalty, and profitability should also increase.

This research investigates the relationship between innovation and leadership in First National Bank in South Africa. In an information age paradigm, innovation is a key driver of organisational success. Innovation allows an information age company to create a sustainable competitive advantage over its competitors. First National Bank (FNB) has recognised the need for innovation and measures the amount of innovation generated in each business unit on an annual basis. Leadership is a key factor influencing innovation in large, multi-segment organisations, particularly transformational leadership. Large multi-segment organisations often have multi-functional teams and transformational leadership of these teams more effectively promotes innovation. Large multi-segment organisations also often have complex decision making processes. Transformational leadership ensures optimal innovative decisions rather than adequate decisions are reached. FNB is a multi-segment organisation comprising ten business units each headed by a Chief Executive Officer (CEO). The relationship between the level of innovation being generated annually by each business unit and the leadership style of the business unit CEO formed the focus of this research. The Multifactor Leadership Questionnaire was used to gather information on the leadership style of each CEO's. Data on the level of innovation within each of these business units was supplied by First National Bank. Data was statistically analysed against the innovation generated by each business unit using correlation analysis. Most of the results testing the relationship between transformational and transactional leadership and innovation were found not to be significant. This contradicts the theory which suggests a positive relationship between transformational leadership and innovation.

This thesis analyses the existing legal framework that applies to franchising in South Africa today. The study begins with an examination of the history and nature of the franchise contract, focusing particularly on the nature of the franchise relationship. This study is undertaken in order to substantiate the argument that franchising is a unique method of doing business. There is a need therefore to recognise that the franchise contract is a special contract in its own right, just like contracts of sale, lease, insurance and suretyship. The study then goes on to examine the problems which are experienced in the sector, as well as the law which must provide solutions to these problems. The research will show that in a modern commercial world the existing legal framework, especially the common law, cannot adequately deal with many of these problems. The complex relationship between franchising and competition law is also explored. A common thread that emerges from franchise disputes is the lack of protection afforded to the interests of franchisees. Franchisees tend to be at the mercy of economically stronger franchisors, hence the belief that there is a need for a stronger regulatory framework. The study then shifts to proposals for reform. In 2000 the Department of Trade and Industry (DTI) established the Franchise Steering Committee in conjunction with the Franchise Association of South Africa (FASA) to review the regulatory environment. This Committee drafted franchise legislation which aimed to bring the regulation of the sector under the control of the DTI. This legislation has not been implemented and the DTI has changed its strategy. Instead of dealing with franchising independently, franchising will fall within the scope of consumer protection legislation. Both the consumer protection legislation and the legislation proposed by the Franchise Steering Committee are thoroughly examined and explained. Shortcomings in the proposals are highlighted and an alternative approach is recommended. It is proposed that franchise-specific legislation should be introduced but that this legislation should establish a system of co-regulation between the government and the franchise sector.

In this thesis, the Researcher argues that the Border Black Baptist Churches form two-thirds of the membership of the Border Baptist in the Association. The researcher is concerned that they are growing in numbers but declining in finances. This problem is affecting the body of Jesus Christ locally, nationally and globally. It does not end there but the Great Commission (Matt 28:16-20) has also been affected. My personal interest is to show that Border Black Baptist Churches are not necessarily poor but need some kind of profound teaching and motivation. It means that in the Border/Amathole region we need self-propagating, self-supporting, self-governing and self- theologizing within our own culture. We need to see that the tithing system is God’s plan for giving. It is instituted by God and encompasses His promises, only if we obey Him. In the Border Black Baptist Churches there is also a need to see that freewill offerings are part and parcel of God’s plan for financial giving and stewardship. It means that giving to God must be seen as Creation, Sowing and Reaping Principles. My research methodology includes interviews, questionnaires and study of the relevant literature. The reason for this research is to bring clarity about financial giving and stewardship in these Churches. The whole purpose is to see financially matured Border Black Baptist Churches in this region. / Dissertation (MA(Theol))--University of Pretoria, 2012. / Practical Theology / unrestricted

Please read the abstract in the section 00front of this document. / Thesis (PhD)--University of Pretoria, 2009. / Science of Religion and Missiology / unrestricted

Au sein de l’hémisphère sud, l’Afrique australe et le sud-ouest de l’océan Indien forment l’une des trois zones préférentielles de développement des interactions entre les tropiques et les moyennes latitudes. Il s’agit de la Zone de Convergence Sud-Indienne (ZCSI) où se forment, principalement en été austral, des systèmes synoptiques (entre 3 et 5 jours) caractérisés par des bandes nuageuses orientées nord-ouest/sud-est : les Talwegs Tropicaux-Tempérés (TTT). Cette recherche doctorale vise à améliorer les connaissances liées aux TTT, avec une étude sur la dynamique associée à ces systèmes et une analyse de leur évolution possible au cours du XXIème siècle. La première partie de l’étude s’attache à identifier les conditions favorables à la formation et au développement des TTT. Une classification en régimes de temps est utilisée pour identifier les TTT d’une part, et les perturbations des moyennes latitudes d’autre part, permettant de mieux documenter la variabilité spatio-temporelle des TTT et les conditions de leur développement. Ces événements sont responsables d’environ 20% des précipitations saisonnières sud-africaines. Cette contribution augmente selon un gradient ouest-est. La comparaison entre les deux classifications confirme que les perturbations des moyennes latitudes sont une condition nécessaire pour le développement de TTT, mais non suffisante. Dans les tropiques, des advections d’humidité depuis l’océan Atlantique tropical associées à un excès d'énergie statique humide sur le canal du Mozambique forment les conditions supplémentaires favorables à la convection atmosphérique profonde à proximité du continent. La seconde partie étudie comment les TTT, les précipitations et de manière plus générale le climat d’Afrique australe, pourraient évoluer au cours du XXIème siècle sous l’effet du forçage radiatif associé aux émissions de gaz à effet de serre (GES). Cette approche est multi-modèle (huit modèles climatiques sont retenus de l’exercice 5 du GIEC) et multi-trajectoire (RCP 8.5 et 2.6). Les huit modèles restituent convenablement les caractéristiques actuelles du climat d’Afrique australe ainsi que les bandes nuageuses associées aux TTT, tant en termes de variabilité spatiale que de fréquence d’occurrences. Sur le XXIème siècle, ils divergent sur l’évolution des précipitations saisonnières (NDJF). En revanche, ils convergent sur l’augmentation des quantités précipitées par jour de pluie sur le sud-est de l’Afrique australe. Ces changements ne sont pas à relier à une évolution spatio-temporelle des TTT, leur structure spatiale, leur fréquence d’occurrence et leur contribution aux précipitations restent stationnaires tout au long du siècle, mais à des événements pluviogènes extrêmes plus fréquents et plus intenses. / In the Southern Hemisphere, Southern Africa and the south-west Indian Ocean are one of the three preferred regions where interactions between the tropics and midlatitudes develop. This is the South Indian Convergence Zone (SICZ), where northwest-southeast oriented cloud bands form at the synoptic scale (between 3 and 5 days). These bands are mainly found during the austral summer and are commonly referred to as tropical temperate troughs (TTTs). This research aims at improving our knowledge related to TTTs, with a study on the dynamics associated with these systems, and an analysis of their possible evolution during the 21st century.The first part of this thesis aims at identifying favorable conditions for the formation and the development of TTTs. Weather regimes analysis is used to identify TTTs on the one hand and mid-latitude perturbations on the other hand, allowing us to better document the spatial and temporal variability of TTTs together with background climate conditions. The events identified account for 20% of seasonal rainfall on average. Their contribution increases according to a west to east gradient. The comparison between these two classifications, partitioned using a k-means clustering, first confirms that midlatitude perturbations are a necessary condition for TTT development, but they are not sufficient. An excess of moist static energy over the Mozambique Channel partly supplied by advections from remote regions (mostly the southern Atlantic basin and the south-west Indian Ocean) form additional conditions favoring deep atmospheric convection over and near the Southern Africa. The second part investigates possible changes in precipitation, TTTs and more generally climate over Southern Africa during the 21st century in response to radiative forcing associated with greenhouse gas emissions (GHG). A multi-model (height climate models taken on the IPCC Fifth Assessment Report) and multi-scenario (RCP 8.5 and 2.6) approach is chosen. All models are skillful to reproduce Southern Africa current climate characteristics and cloud bands associated with TTTs, both in terms of spatial variability and frequency of occurrences. During the 21th century, there is no consensus between the models on the future evolution of seasonal rainfall (NDJF). However, all simulate an increase in the amounts precipitated by rainy day over the south-east part of southern Africa. These changes are not related to an evolution of TTTs: their spatial patterns, frequency of occurrences and contribution to rainfall remain stationary throughout the 21st century, but they associated with extreme rainfall events that become more frequent and more intense.

After highlighting the events that gave rise to the writing of this dissertation, the writer proceeds with a critical analysis of the structural and leadership dynamics of the Baptist Union of Southern Africa (BUSA) from 1960-2005. Beginning with the formation of BUSA in 1877, he shows how that the South African Baptist Missionary Society (SABMS - the Missions arm of BUSA), established in 1892, developed in a parallel manner alongside of BUSA and questions whether the two bodies were over one. Throughout the dissertation, he pointed out how, up to the late eighties, the structural and leadership dynamics of BUSA tended to favour one culture above the others who, in fact, were in the majority. The writer identifies the key trends within each decade from 1960-2005 with regard to BUSA's structural dynamics and views the following two events as causing a major turnaround resulting in great transformation during the 1990's. They were: <ul> <li> The withdrawal of the Black Baptist Convention from BUSA in 1987 and</li> <li> The turbulent 1989 National Assembly in Kimberley</li> </ul> He also asserts that the "affirmative" appointment of the first multi-cultural BUSA Executive in 1997 actually "saved the day" for BUSA and avoided future splits. The writer proceeds to evaluate BUSA's structural dynamics during the period under review in terms of the essential functions of the church, namely, Kerygma (proclamation), diakonia (diaconal service) and koinonia (fellowship). BUSA was strong in Kerygma but weak in Koinonia. He finally concludes that the "separate development mentality" prevalent within BUSA during its formation and the review period was not as a result of Apartheid but, as his research has revealed, namely (i) British colonialism certainly influenced the formation and initial development of BUSA. The cultural divide between "colonial whites" and "emerging blacks" who were accustomed to a social separation between the two groups was certainly a factor. Likewise, the manner in which Europeans perceived the Bantu in the 1870's (ii) The Mission philosophy prevalent in Europe and America round about 1877 was to form native, indigenous churches that would be "self-governing, self-supporting and self-propagating". The motto of the SABMS was "the evangelisation of the Bantu by Bantu". It was felt the young churches arising out of mission work would be independent and not dependent upon or controlled by mother bodies that helped to establish them. It is thus not surprising that BUSA through the SABMS followed the same policy. (iii) The British Baptist ministers who came to South Africa prior to and following the arrival of the 1820 Settlers came with the express purpose to minister to the British immigrants in the Cape and British Kaffraria. Missions to the Bantu was not necessarily a part of their agenda. As indicated in this dissertation , it was the German Baptists and not the British who were key factors in the establishment of the SABMS. (iv) The new SABMS was based upon the British model which saw the Missions Society as an entirely separate entity from the Union, but in close association with it. The unjust policy of apartheid, which was implemented and enforced by the South African Nationalist Government from 1948 to the early nineties, cemented and added the "cherry on the top" of the separate development and ultimate separation between BUSA and the Baptist Convention. It provided the ideal context for continued British colonial thinking and practice with regard to the Bantu. Hence the exclusion of the latter from the main BUSA Leadership structures for most of the period under review. In the final chapter, the writer offers some guidelines which he trusts will prove helpful to future BUSA Leaders and Executives. / Dissertation (MA(Theology))--University of Pretoria, 2009. / Practical Theology / unrestricted

[pt] Partindo da indagação o que filmam os diretores africanos contemporâneos quando, hoje, apontam suas câmeras para as cidades, esta tese empreende uma viagem investigativa por Johannesburgo, Maputo e Harare através dos filmes de diretores africanos em atividade na África Austral. Os cinemas africanos contemporâneos realizados em países como África do Sul, Moçambique e Zimbabwe lidam, ainda hoje, em maior ou menor grau, com os reflexos de modos de produção que tiveram origem no período de dominação colonial. Se, na contemporaneidade, a África do Sul logrou organizar uma estável indústria de cinema no sul do continente africano, países como Moçambique e Zimbabwe ainda sofrem com os reflexos de uma descolonização tardia dos modos de produção cinematográfica. Com a queda do apartheid na África do Sul (1994) e as independências de Moçambique (1975) e Zimbabwe (1980), as cidades, territórios severamente marcados pela segregação perpetrada pelo colonizador, passam a atrair a atenção de cineastas locais, ao se transformarem no palco de acirrados debates acerca da segregação racial e espacial, do direito à terra e à moradia, da mobilidade, da relação campo-cidade, do embate entre tradição e modernidade. As cidades africanas, até certo momento tidas como projetos interrompidos e inacabados do pesadelo colonial, passaram a ser consideradas, em toda a sua complexidade, como a epítome da própria modernidade africana. As imagens dessas cidades modernas, complexas e desiguais, que emergem do cinema contemporâneo local, rasuram ou perturbam o regime dominante de representação do continente africano propagado pelo cinema e pela mídia ocidentais, problematizam visões que prevaleceram nos contextos de luta anticolonial e conquista da independência e contribuem para a renovação do repertório de imagens da África arquivadas pelo Ocidente. Os filmes analisados nesta tese ajudam a criar cartografias outras das cidades africanas levadas às telas. Tais cidades cinemáticas – ao editar, seccionar, justapor, aproximar e eliminar espaços – produzem percepções múltiplas e, às vezes, inesperadas. / [en] Starting from the question what do contemporary African directors film, today, when they point their cameras towards the cities, this thesis undertakes an investigative journey through Johannesburg, Maputo and Harare in the films of African directors currently active in Southern Africa. Contemporary African cinemas produced in countries such as South Africa, Mozambique and Zimbabwe are still dealing, to a greater or lesser extent, with modes of production that originated in the period of colonial domination. If, in contemporary times, South Africa has managed to create a stable film industry in the south of the African continent, countries such as Mozambique and Zimbabwe still suffer from the reflexes of the late decolonization of their modes of film production. With the fall of apartheid in South Africa (1994) and the independence of Mozambique (1975) and Zimbabwe (1980), these cities, territories which are severely marked by the segregation perpetrated by the colonizer, start to attract the attention of local filmmakers, as they become the stage of heated debates regarding racial and spatial segregation, the right to land and to housing, mobility, the relation between countryside and urban life, the clash between tradition and modernity. African cities, for a long time regarded as unfinished and interrupted projects of the colonial nightmare, started to be perceived in all of their complexity, as the epitome of African modern itself. The images of these modern, complex and unequal cities, which emerge from local contemporary cinema, disturb the dominant system of representation of the African continent, propagated by Western cinema and media. They also problematize visions that prevailed in the contexts of anti-colonial struggle and conquest of independence and they contribute to the renewal of the repertoire of African images archived by the West. The films analyzed in this thesis help to create alternate cartographies for the African cities brought to the screen. Such cinematic cities – by means of editing, sectioning, juxtaposing, approximating and eliminating spaces – create perceptions that are multiple and, at times, unexpected.