Abstract not available

The liberalisation of domestic telecommunication (telecom) markets has become a worldwide trend. As a result, the General Agreement on Trade in Services (GATS), evolving from deliberations within the World Trade Organisation (WTO), has been heralded as the mechanism with which to effect telecom liberalisation domestically. For countries in Africa, the GATS instruments have been translated as a means to establish the principles required for an effective telecom industry supported by key institutions in policy, regulation and implementation. However, the analysis of relevant literature on telecom in Africa has tended to focus on technological developments based on current observable outcomes. This methodology is inadequate because it fails to account for the context-specific nature of the policy arena and framework shaping telecom outcomes. I argue that we must consider telecom outcomes by understanding the nature of political institutions domestically and their interaction with the international arena. To explicate this intersection of ideas, I draw on two seemingly independent theories, Neopatrimonialism and New Institutional Economics (NIE) with reference to the works of van de Walle (2001) and North (1990) respectively, to shed light on the nature of the Kenyan political context and the value of the GATS as an instrument that facilitates credibility and reduces opportunistic ex-post behaviour. It is contended in this study, that for the Kenyan Government, the value of the GATS accession lies in the legitimising role that it facilitates in accessing funds from the international community. This study thus highlights the inevitable tension that arises when domestic policy-reform goals are juxtaposed with international trade obligations undertaken through treaty accession and informed by a liberalisation agenda. A qualitative approach was used to collect the data and involved interviews and documentary analysis. The findings suggest that Kenya is partially in compliance with its GATS telecom commitments. However, this partial reform results from patrimonial tendencies in Kenya and is exacerbated by the need to attract hard currency through aid packages that dictate the nature of the policy process and the relationship between Kenya and the international community. In conclusion, even with policy reforms, state agents always find ways to maintain or create clientelist practises. Unless such reform is accompanied by political changes that provide checks and balances on institutions and state agents, reform policies on their own will not create an effective telecom sector. To truly evaluate telecom reform therefore, we must appreciate the context-specific nature of policy making.

Zugl.: Hamburg, University, Diss., 2006.

Thesis (M.S.)--Auburn University, 2008. / Abstract. Vita. Includes bibliographical references (p. 41-43).

Thesis (M.A.)--University of Alberta, 2010. / Title from pdf file title page (viewed on June 24, 2010). A thesis submitted to the Faculty of Graduate Studies and Research in partial fulfillment of the requirements for the degree of Master of Arts, Department of Sociology, University of Alberta. Includes bibliographical references.

A lista de compromissos é o instrumento jurídico que consolida os compromissos adotados pelos Membros da Organização Mundial do Comércio (OMC) na área de serviços. O modelo de lista de compromissos adotado pelo Acordo Geral para o Comércio de Serviços (GATS) permite que os Membros decidam quais setores ou subsetores de serviços e modos de prestação irão consolidar compromissos. Esses compromissos vinculam os Membros. Logo, as inscrições nas listas de compromissos devem ser claras e precisas, especialmente com relação ao que está e o que não está incluído no compromisso. Considerando que a estrutura da lista de compromissos e a metodologia utilizada pelos Membros para assunção de compromissos são extremamente complexas, é importante identificar quais são os principais problemas apresentados por elas, à luz das regras e objetivos da OMC, com vistas a buscar soluções ou sugerir alternativas para esses problemas. A análise desses problemas também deve levar em consideração os contenciosos envolvendo serviços e as conclusões a que chegou o Órgão de Solução de Controvérsias da OMC nesses casos. Deve-se verificar, também, se a estrutura da lista de compromissos e a metodologia para a inscrição de compromissos em serviços são compatíveis com o preâmbulo e com o Artigo XIX do GATS, ou seja: se permitem a liberalização progressiva do comércio internacional de serviços; se garantem flexibilidade apropriada aos países em desenvolvimento para que liberalizem menos setores e tipos de operação; se promovem os interesses de todos os participantes do Sistema Multilateral de Comércio; se têm como objetivo a promoção do crescimento econômico de todas as partes envolvidas e, sobretudo, o desenvolvimento dos países em desenvolvimento e de menor desenvolvimento econômico relativo; se resguardam o direito dos Membros de regular e de introduzir novas leis dentro de seus territórios, com vistas a atingir objetivos de política pública; e se respeitam as assimetrias existentes com relação aos graus de desenvolvimento das legislações nacionais. / The schedule of commitments is the legal instrument which contains the commitments made by the Members of the World Trade Organization (WTO) in services. The schedule adopted by the General Agreement on Trade in Services (GATS) allows the Members to decide in which sectors or subsectors and modes of supply they will make commitments. These commitments are binding to the Members. Therefore, the entries in the schedules must be clear and precise, especially regarding what is and what is not included in the commitment. Considering the structure of the schedules and the scheduling methodology are extremely complex, it is important to identify what are their main problems in view of the rules and objectives of the WTO, in order to look for solutions to these problems or to suggest alternatives. The analysis of these problems must take into account the cases involving trade in services and the findings of the Dispute Settlement Body of the WTO in those cases. It should also be analyzed whether the structure of the schedules and the scheduling methodology comply with GATS preamble and Article XIX, or, in other words: if they allow the progressive liberalization of the trade in services; if they guarantee appropriate flexibility for developing countries for opening fewer sectors and types of transactions; if they promote the interest of all participants of the Multilateral Trading System; if they promote the economic growth of all the trading partners and, above all, the development of developing and the least-developed countries; if they acknowledge the right of the Members to regulate and to introduce new regulations within their territories in order to meet national policy objectives; and if they respect the asymmetries existing with respect to the degree of development of the services regulations.

The Motor Industry is set in a highly competitive and dynamic global arena constantly shaped by both external and internal forces. From an organisations point of view many of the external or macro forces are largely uncontrollable. Against this backdrop, players in the South African Motor Industry need to find new methods of differentiating themselves from competitors – One manner of performing this strategy is for Motor Dealerships to understand, meet or exceed customer requirements. In this research, the literature survey revealed the concepts of Total Quality Management (TQM) and fail-safing, the meaning of superior customer service and the importance of customer loyalty and retention. Customer service excellence levels of three Williams Hunt dealerships in the Port Elizabeth – Uitenhage metropole were measured by utilizing the SERVQUAL instrument for calibrating service quality. Customer expectations and perceptions were determined by means of the empirical study which yielded a service quality “gap.” From analysis of this gap and related findings, suggested improvements were suggested as a guideline for dealerships to utilise with the aim of improving customer service levels.

The study is on the influence of comprehensive servicescape on shopping behaviour of road and rail travelling shoppers. The comprehensive servicescape is referred to as synchronization of the multidimensional servicescape dimensions, which are the physical environment, social environment, socially symbolic and the natural dimensions into one entity that the travellers encounter during the shopping exercise. The servicescape cues that include shoppers and the physical set-up of the service firm are important in influencing service quality evaluation and consumer satisfaction. The aim of this study was to establish the impact of servicescape on travelling shoppers’ buying behaviour and shopping motivations amongst different shoppers that were identified within the South African bus and railway stations. The bus and railway station environment induces an interesting type of shopping behaviour amongst the travelers. The purpose of the study was also to explore the travelling shoppers’ expectations and perceptions on the comprehensive servicescape within the bus station’s retail environment. Additionally the study attempted to address important gaps in the South African literature in respect of the influence of socialservicescape on the buyer behaviour and hedonic motivation of travelling shopper. The questionnaires used in the study were constructed along five dimensions of service quality containing statements linked to a five-point Likert-type interval scale anchored by “strongly agree” and “strongly disagree. Self administered questionnaires were used for data collection from the travelling shoppers through “mall intercept technique” and 300 questionnaires were collected from respondents. The academia benefits from this study from the comprehensive servicescape model of the South African bus and railway stations that was developed. The study built on literature by nvestigating the influence of the comprehensive servicescapes as perceived by travelling shoppers within the South African retail environment. Additionally it was shown both theoretically and empirically, that, that service quality in high contact service environment like the bus and railway station can best be explained by an analysis of the comprehensive servicescape or the multidimensional and hierarchical model. As a result of this study retailers will have a full picture on the specific needs, perception and expectations of road and rail travellers in relation to the quality of the stations’ servicescape, which retailers have to improve in order to increase customer patronage. It is assumed that retailers will be aware that store image and the store ambience should meet the challenges of the perceptions, motivations and consumer behaviour of travellers within the comprehensive servicescape of the station. This study provides a trigger effect to spatial planners to design high quality servicescape that will attract travellers for both hedonic and utilitarian shopping. Hirschman and Holbrook (1982) believed that shoppers derive pleasure from the experience of shopping itself, regardless of the joy from acquiring goods, this more so with travelling shoppers. A bus station can be both a growth node and a tourist attraction, if its features are attractive, therefore planners can benefit from this study. In this study theory that forms the bases of the influence of social servicescape on the behaviour of travelling shoppers that frequently visit and participate in shopping at various South African bus station retail outlets is provided. Additionally, this study provided empirical information on the relationships that exist amongst the characteristics of the South African Park Stations’ physical retail environments, user perceptions and interpersonal encounters. The behaviour of shopping travellers was extensively discussed to provide the background of theories and various models concerning shopping behaviour of travellers. Through this work, clarity on consumer behavioural trends of travelling shoppers in the South African retail sector is provided, which assist in differentiating retail products, services and segmentation of markets in a way that could enhance marketing effectiveness amongst the travelling shopping segment. Special attention was paid to factors that motivate road travellers’ choice of stores; the type of products they purchase and their decision making processes. Effort were made to identify, categorize and segment shopper typologies and their shopping behaviours. Effort was also made to discuss extensively the social and physical influences of environments in a retail environment such as that of the bus and railway station. The discussions in this study focussed on describing the comprehensive servicescape model dimensions which shoppers encountered during their shopping activity. The study also indicated the significance of the interaction of service staff with the customers in determining the service quality, customer satisfaction and the future intention of travelers. Additionally this study emphasised the importance of social encounters and perceptiveness to cues within the station, which determine whether they actively or passively are involved in the shopping encounter. The research findings reveal that, travellers perceive the servicescape within the bus station as unattractive and lack appropriate facilities. Furthermore travelers considered the two dimensions (store image and store ambience) of the store’s servicescape as one composite unit of the servicescape. This position is supported in literature, where it is argued that people respond to their environment holistically, rather than to individual stimuli. The travelling shoppers reveal that although they always find the shops from the bus station clean and neat, consumers expect a certain level of ambient environmental conditions to be present. The empirical findings in this study indicate that travelling shoppers are not interested in visiting the stores at the bus and railway station for shopping because merchandise from the bus station stores is poor in quality and unreliable; the surroundings at the station as unpleasant and the bus and railway station stores are congested. Thus, hasty shopping and spending more time or stay longer than planned for shopping at the bus and railway station is not useful to travelling shoppers. Therefore, travellers feel strongly that the shopping environment of the station is not conducive to shopping. These facilities (stations) are only used for travelling purposes; therefore there is a need for improvement in the retail and station facilities in order to increase shopping activities within this servicescape. The research findings reveal that shopping at the bus station seems to be driven by traditional needs such as functional and experiential motivations as well as travelrelated needs such as busstation-atmosphere-related and bus station-infrastructurerelated motivations. It was difficult to deduce a particular typology of shoppers in this environment, but due to the stress related to travelling. Passive shopping was observed amongst travellers, which is not a positive shopping behaviour for retailers.

The advent of trade in services theory has been a developing research topic since 1980, where various factors are in place to determine trade flows and the impact of regulatory frameworks and policies. Services trade is an important contributing factor towards economic objectives and continues to drive development. With growth in services trade across the globe there is increased value in understanding the impact of the services sector on the African continent. The evolving reliance on services towards globalisation in low-income economies is proven to contribute significantly to gross domestic product. The African Continental Free Trade Area (AfCFTA) agreement was instituted to integrate economies by creating ease of access for the intra-trade of goods and services across the continent. This study aimed to explore the impact of the AfCFTA agreement on a regional financial services provider. The research followed a semi-structured interview methodology, which measured and tested the impact of the agreement on trade in services for this qualitative study. The results indicated that the service provider would adopt the AfCFTA agreement’s requirements in the expansion of its operations, to establish services across the continent. Although the minimum number of countries required supported the ratification process, a lot of work is needed to develop and understand the effect of international trade, on the back of reformative policy changes such as the AfCFTA agreement. / Mini Dissertation (MPhil)--University of Pretoria, 2019. / Gordon Institute of Business Science (GIBS) / MPhil / Unrestricted

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