M.Comm. / The first objective of this study is to determine the techniques appropriate for building customer relations. The second objective of this study is to establish the guidelines necessary for improving customer relations. The third objective is to establish the levels of relationships that have taken place between the respective manufacturing and customer (retail) companies under study. The fourth objective is to discover if any best practices with regards to relationship building can be identified. Restrictions/Limitations The study under focus relates only to a small sample in the South African economy. Although one could probably use the findings as a representative sample, a more valid statistical measure will be gleaned from a larger sample. Unfortunately little research has been reported on relationship marketing in South Africa in recent years. A report by Jordaan et. al. (1997) was released on key account management, which is an instrument to successful marketing relationships. In fact, no concrete conclusions have been drawn with regards to South African companies' channel relationship positions between suppliers and customers. Due to the latter, the research study has been of an exploratory nature. The hypothesis put forward, together with the research study, will serve as an excellent cornerstone for further research developments. Research methodology Part One: Theory Information for this study has been collected by making use of the following ways. Firstly information concerning the development of customer relations from the pre 1960's, was retrieved from a product manager at Unilever, by means of an interview. Secondly, information was captured from published and unpublished literature about the development of the concept of relationship marketing and its rightful place within the general field of marketing. Information concerning techniques, guidelines and best practices for relationship/partnership building, have been extracted from various literature sources. Part Two: Empirical study An empirical study has been undertaken to determine to what extent South African fast moving consumer goods companies have progressed towards a synergistic partnership between supplier and customer. The information was collected by means of an unstructured questionnaire directed at the following five focus group companies, namely, Cadbury's/Schweppes, Coca-Cola, Nestle, National Brands and Unilever.

Magister Legum - LLM

No description available.

International air transport is a commercial business by nature but carries a political significance. It has been regulated under the Chicago regime which requires the sovereignty governments to negotiate and determine how airlines engage in the transnational operations regardless of the market demand. Policy makers will have to take into account all factors, whether at international, domestic, institutional and individual levels, in determining to what extent the market should be liberalised so as to protect their national interest, optimise the opportunities for their industry and society as a whole, while at the same time promote competition and facilitate international trade. Despite the vast research that has been done on the liberalisation of international air transport as well as China‘s aviation policy and its industry, little is known about the considerations of Chinese government when formulating its international air transport policy, e.g. what are the variables that have influenced the country‘s policy making process that leads to the policy per se. The focus of the existing literature fails to treat China‘s international air transport policy as a subject matter for an objective and comprehensive analysis, but rather takes the policy itself as an external stimulus that drives the radical changes of the industry. Consequently, China‘s policymaking process with respect to international air transport remains a black box and its international behaviour is considered unpredictable. Applying the Micro-Macro Linkage Approach to three case studies, i.e. China-the US, China-the Netherlands and China-the UK markets, this research analyses China‘s liberalisation policy with respect to international air transport. By examining the data gathered through qualitative methods such as historical files and record, observations, and interviews with those who have participated in the process of policymaking and have been personally involved in bilateral air services negotiations, this research aims at identifying the factors that have had an impact on the country‘s policymaking process, establishing whether these factors are evolving over the years and determining how they are interacting with each other in leading to the policy outcome, hence, shedding light on the country‘s international trade policymaking and its international behaviour. The research has revealed that China‘s international air transport policymaking is both a top-down and bottom-up process with industry regulator being the primary initiator, formulator and administrator of the industry-specific liberalisation policy. Its decision making process has become more transparent, plural, open for and subject to both external and internal influences at all levels. International environment including international conventions, laws and regulations have formed a framework within which the country has to operate to develop its overall national policy. Bilateral political and economic relationship has played a pivotal role in shaping the country‘s policy on that specific country-pair market. Domestic considerations such as national interest, benefits to the society, industry and consumers as a whole are the fundamental concerns in determining the policy scope, i.e. to what extent the market should be liberalised and the pace of such liberalisation. Stakeholders are increasingly proactive in its involvement in the policymaking process in an attempt to influence the policy makers to their own optimal benefits. Institutions and personal characteristics do shape individual policy makers‘ mindset and perceptions but only to the extent of affecting the negotiation outcome on the bilateral country-pair markets. These factors have been evolving over the years and are time- and circumstance-constrained, namely, some factors may function at one occasion at a certain time but not necessarily at another. This research is a meaningful endeavour in attempting to understand China‘s policymaking process with respect to international air transport as an international trade in services, which has just received growing interest in both academia and industry practitioners in recent years. It will contribute to the knowledge of the study of China and the study of international air transport at large.

The reason for highlighting the difference between GATT and GATS is to focus on the impact of these agreements on the developing countries and in particular the latter will be the main focus of this paper. The economies and governments of the developing states are struggling to generate sustainable capitol growth and maintain financial stability to enhance economic growth. This is due to dictators who rule in such a manner to maintain power irrespective of the future economic viability of their state. Thus the environment for sustainable economic growth is wrath with political instability, lack of proper financial control and eagerness to attract foreign investment and allowing market access to developed states.

Chapter 1 Low-skilled Migration and Altruism: Population ageing has become a common concern among welfare states, including Canada and most of the OECD countries. Immigration has been identified as a solution to help sustain labour-force growth in industrialized countries, and as the factor most able to mitigate dire predictions of future fiscal imbalances. This chapter examines the impact of low-skilled immigration in a host country where households are altruists with a pay-as-you-go pension system to support the elderly. It demonstrates that low-skilled immigration does not harm the welfare of the domestic population. We use an overlapping-generations model similar to the work of Razin and Sadka (2000) but introduce paternalistic altruism into the life-cycle framework. Within this context of inter-generational altruism and pay-as-you-go pension systems, the initial negative fiscal impact of low-skilled migrants is compensated, thus, all income groups (high and low) and all age groups (young and old) benefit from migration. // Chapter 2 Growth and Sustainability: In light of the major environmental issues experienced by several countries in the last decades, several papers have advocated the rethinking of the role of governments in environmental preservation. This chapter develops an overlapping-generations model of environmental quality and production and investigates the potential role of governmental participation in the preservation of the quality of the environment so as to achieve both economic growth and environmental sustainability. The analysis suggests that long term economic growth and environment sustainability can be maintained with tax-funded environmental programs in a context of a negative production externality on the quality of the environment. // Chapter 3 The Incidence of Geography on Canada’s Services Trade: We estimate geographic barriers to export trade in nine service categories for Canada's provinces from 1997 to 2007 using the structural gravity model. Constructed Home, Domestic and Foreign Bias indexes capture the direct plus indirect effect of services trade costs on intra-provincial, inter-provincial and international trade relative to their frictionless benchmarks. Barriers to services international trade are huge relative to inter-provincial trade and large relative to goods international trade. A novel test confirms the fit of structural gravity with services trade data.

M. Tech. Business Administration / An efficient canteen that serves the needs of its employees leads to employee satisfaction and adds value to the organisation. Canteens in the service industry constantly need to re-align their service delivery and image to their client base in order to remain viable. Theoretical models have been widely used in the business environment to gauge customer satisfaction. Companies are constantly measuring service quality in an effort to improve turnover and increase their client base. The need to understand customer expectations on service quality was the key motivation behind this study. The study evaluated service quality as perceived by employees in an industrial canteen operating within the automotive sector using the five components of the service quality (SERVQUAL) model. Service delivery monitoring tools are necessary in a catering environment to enable staff and management to identify customer service areas requiring improvements. The quality of service delivery impacts on brand equity and loyalty.

International air transport is a commercial business by nature but carries a political significance. It has been regulated under the Chicago regime which requires the sovereignty governments to negotiate and determine how airlines engage in the transnational operations regardless of the market demand. Policy makers will have to take into account all factors, whether at international, domestic, institutional and individual levels, in determining to what extent the market should be liberalised so as to protect their national interest, optimise the opportunities for their industry and society as a whole, while at the same time promote competition and facilitate international trade. Despite the vast research that has been done on the liberalisation of international air transport as well as China‘s aviation policy and its industry, little is known about the considerations of Chinese government when formulating its international air transport policy, e.g. what are the variables that have influenced the country‘s policy making process that leads to the policy per se. The focus of the existing literature fails to treat China‘s international air transport policy as a subject matter for an objective and comprehensive analysis, but rather takes the policy itself as an external stimulus that drives the radical changes of the industry. Consequently, China‘s policymaking process with respect to international air transport remains a black box and its international behaviour is considered unpredictable. Applying the Micro-Macro Linkage Approach to three case studies, i.e. China-the US, China-the Netherlands and China-the UK markets, this research analyses China‘s liberalisation policy with respect to international air transport. By examining the data gathered through qualitative methods such as historical files and record, observations, and interviews with those who have participated in the process of policymaking and have been personally involved in bilateral air services negotiations, this research aims at identifying the factors that have had an impact on the country‘s policymaking process, establishing whether these factors are evolving over the years and determining how they are interacting with each other in leading to the policy outcome, hence, shedding light on the country‘s international trade policymaking and its international behaviour. The research has revealed that China‘s international air transport policymaking is both a top-down and bottom-up process with industry regulator being the primary initiator, formulator and administrator of the industry-specific liberalisation policy. Its decision making process has become more transparent, plural, open for and subject to both external and internal influences at all levels. International environment including international conventions, laws and regulations have formed a framework within which the country has to operate to develop its overall national policy. Bilateral political and economic relationship has played a pivotal role in shaping the country‘s policy on that specific country-pair market. Domestic considerations such as national interest, benefits to the society, industry and consumers as a whole are the fundamental concerns in determining the policy scope, i.e. to what extent the market should be liberalised and the pace of such liberalisation. Stakeholders are increasingly proactive in its involvement in the policymaking process in an attempt to influence the policy makers to their own optimal benefits. Institutions and personal characteristics do shape individual policy makers‘ mindset and perceptions but only to the extent of affecting the negotiation outcome on the bilateral country-pair markets. These factors have been evolving over the years and are time- and circumstance-constrained, namely, some factors may function at one occasion at a certain time but not necessarily at another. This research is a meaningful endeavour in attempting to understand China‘s policymaking process with respect to international air transport as an international trade in services, which has just received growing interest in both academia and industry practitioners in recent years. It will contribute to the knowledge of the study of China and the study of international air transport at large.

Chapter 1 Low-skilled Migration and Altruism: Population ageing has become a common concern among welfare states, including Canada and most of the OECD countries. Immigration has been identified as a solution to help sustain labour-force growth in industrialized countries, and as the factor most able to mitigate dire predictions of future fiscal imbalances. This chapter examines the impact of low-skilled immigration in a host country where households are altruists with a pay-as-you-go pension system to support the elderly. It demonstrates that low-skilled immigration does not harm the welfare of the domestic population. We use an overlapping-generations model similar to the work of Razin and Sadka (2000) but introduce paternalistic altruism into the life-cycle framework. Within this context of inter-generational altruism and pay-as-you-go pension systems, the initial negative fiscal impact of low-skilled migrants is compensated, thus, all income groups (high and low) and all age groups (young and old) benefit from migration. // Chapter 2 Growth and Sustainability: In light of the major environmental issues experienced by several countries in the last decades, several papers have advocated the rethinking of the role of governments in environmental preservation. This chapter develops an overlapping-generations model of environmental quality and production and investigates the potential role of governmental participation in the preservation of the quality of the environment so as to achieve both economic growth and environmental sustainability. The analysis suggests that long term economic growth and environment sustainability can be maintained with tax-funded environmental programs in a context of a negative production externality on the quality of the environment. // Chapter 3 The Incidence of Geography on Canada’s Services Trade: We estimate geographic barriers to export trade in nine service categories for Canada's provinces from 1997 to 2007 using the structural gravity model. Constructed Home, Domestic and Foreign Bias indexes capture the direct plus indirect effect of services trade costs on intra-provincial, inter-provincial and international trade relative to their frictionless benchmarks. Barriers to services international trade are huge relative to inter-provincial trade and large relative to goods international trade. A novel test confirms the fit of structural gravity with services trade data.

The reason for highlighting the difference between GATT and GATS is to focus on the impact of these agreements on the developing countries and in particular the latter will be the main focus of this paper. The economies and governments of the developing states are struggling to generate sustainable capitol growth and maintain financial stability to enhance economic growth. This is due to dictators who rule in such a manner to maintain power irrespective of the future economic viability of their state. Thus the environment for sustainable economic growth is wrath with political instability, lack of proper financial control and eagerness to attract foreign investment and allowing market access to developed states.