Roger B Mason | Durban University of Technology (original) (raw)

Papers by Roger B Mason

How to cite this paper: Ngobese, N., Mason, R., Maharaj, M. (2017). The effect of service deliver... more How to cite this paper: Ngobese, N., Mason, R., Maharaj, M. (2017). The effect of service delivery in public 'community service centres': A case of an emerging economy.

Purpose -The purpose of this paper is to investigate the lessons that could be learnt from the fi... more Purpose -The purpose of this paper is to investigate the lessons that could be learnt from the first year of implementing the Wholesale and Retail Sector Education and Training Authority's Rural Development Programme. Design/methodology/approach -This exploratory, qualitative study involved unemployed people from a rural location in Mpumalanga Province, South Africa. A focus group and in-depth interviews were held with the current learners, the programme manager, the skills training providers, and the royal custodian of the locality. Findings -While highlighting the factors that enhance success as well as those that impede development, the study found that the learnership contributed significantly to social transformation through rural entrepreneurship. It empowers disadvantaged women and youths to gain access and skills which, if the recommended measures to sustain the programme are implemented, could enable them to grow bigger businesses. Research limitations/implications -Since this was an exploratory, qualitative study, the limitations of a small, convenience sample need to be overcome by a larger, quantitative study, and a more complete collection of accurate secondary data. Originality/value -Despite the obvious limitations, this study has contributed to the literature on both rural entrepreneurship and transformation in South Africa. Both are under-researched topics, despite transformation being a socio-political imperative and entrepreneurship, especially in rural areas, being a key to overcoming South Africa's high unemployment rate.

Small retail businesses are essential for the growth of the South African economy. Though many of... more Small retail businesses are essential for the growth of the South African economy. Though many of these business entities need more assets to seize business opportunities, previous research studies suggest that their overall access to finance through banks and other finance providers seems to be limited. In general, small retail businesses are usually managed by entrepreneurs who lack financial knowledge, but banks, when deciding on credit applications, rely heavily on financial information, which is provided by these entrepreneurs. Notwithstanding the aforementioned, this study aimed to explore barriers that limit access to finance for South African small retailers, from the perspectives of finance providers (banking institutions) and finance seekers (small retailers). Additionally, measures were highlighted to show how those hurdles could be overcome. Qualitative research was conducted, whereby data were collected via semi-structured interviews with management personnel at banks and other financial institutions, as well as independent experts and small retail business owners and managers. The findings show that many financing opportunities are available to small retail businesses, but access to these opportunities is limited mainly owing to, inter alia, strict bank regulations and factors that are inherent to small retail business owners.

This paper provides an evaluation of the strategy alignment of the South African retail sector wi... more This paper provides an evaluation of the strategy alignment of the South African retail sector with the National Development Plan (NDP) governance values and objectives. The paper considers the commercial realities which form the framework for retail decision-makers when they address the challenges in aligning their business growth strategies with the regulatory framework of a capable, developmental state. Within that context, the outcomes of a retail stakeholder alignment study of the NDP strategy themes are analysed. The method involved a policy survey of a purposive sample of retail business and governance stakeholders. The survey findings reflect retailer alignment with many NDP regulatory and 'active citizenry' strategies, but with strong beliefs that others are not the retail business sector's governance responsibility.

Many retailers argue that university students do not have the practical experience and skills req... more Many retailers argue that university students do not have the practical experience and skills required in the workplace when graduating. This paper reports on research undertaken to address this issue and to identify a model to guide development and implementation of a retail store, on a university campus, to be used for work-integrated learning. A literature review was undertaken before a qualitative survey was conducted with 22 respondents, including retail lecturers, retail chain staff and other learning and retail experts. Data collection was via questionnaires, administered during semi-structured interviews. Lecturers provided details on activities and assessments used for practical assignments. Peer feedback via focus groups critiqued the findings once analysis was complete, increasing the trustworthiness of findings. A model was proposed that best suited the needs of retailers, learners and the university. Suggestions for further research are provided.

This research analyses the commitment to and use of 'balanced scorecards' by retailers in generat... more This research analyses the commitment to and use of 'balanced scorecards' by retailers in generating sustainable profitability, whilst contributing to socio-economic development in South Africa. An international literature review of scorecard frameworks, plans and reports by major retail companies and semi-structured dialogic interviews with a purposive sample of retail business stakeholders and government officials formed the methodology. By contrasting the literature and empirical insights, a summary of findings was generated, which conclude that most retailer scorecards (formal or informal) seek to balance financial with 'cause-related marketing' targets, but implementation differs according to factors such as company size, developmental maturity and managerial competence. Furthermore, collaboration between retailers and state institutions in scorecard management is not a reality, as has been achieved in other industries. It is therefore recommended that a Retail Charter scorecard framework be considered, to promote public/privatesector knowledge-sharing and socio-economic development. KEYWORDS Socio-economic development; triple bottom line; National Development Plan; cause-related marketing; corporate social investment JEL CODES L81; M14; O15

The aim of this paper is to investigate service quality as perceived by younger customers of reta... more The aim of this paper is to investigate service quality as perceived by younger customers of retail banks in a developing country. The objectives include identifying customers' levels of satisfaction and loyalty to their banks and to identify the levels of service quality associated with such satisfaction and loyalty. The instrument used to collect data via a survey of retail bank customers was an adaptation of the SERVQUAL questionnaire. A total of 448 students were surveyed, using a mix of systematic and quota sampling, with data being collected on university campuses. Data were analyzed using descriptive statistical techniques. The main conclusions were that most young customers are reasonably satisfied with, and loyal to, their banks. There was little difference, on all the service quality constructs, between the different banks, and between expectations and perceptions of service quality. However, there was no evidence of any bank providing a service that delighted their customers or exceeded their expectations and so all banks are at risk from a competitor who adopts strategies to meet these goals. The study has contributed to knowledge by focusing on attitudes to service quality of young bank customers in a developing country, an aspect that has been under-researched.

This is an applied study endeavour with the aim of exploring the specific role of survivalist ret... more This is an applied study endeavour with the aim of exploring the specific role of survivalist retail entrepreneurship in job creation and poverty reduction. Two hundred (200) subjects were sampled using snowballing technique. Structured questionnaires as well as semi-structured interviews were employed to collect data. 182 usable questionnaires were analysed with the help of SPSS version 23. The results indicate that retail entrepreneurship is evolving in Khayelitsha, especially when one does not only focus on spaza shops, but looks at the entire survivalist retail industry. This sector is capable of creating jobs, reducing poverty and aiding economic growth of the country even more, should measures to boost motivation levels and self-efficacy of the entrepreneurs emerge. These measures, among others could include support programmes for survivalist entrepreneurial ventures that present greater potential for growth and job creation. Part of the support programmes should include business skills training (such as simple bookkeeping practices and human resource management). Importantly, this study is the first of its kind in the community of Khayelitsha; an emerging black-populated township in South Africa, indicating a new vista for retail entrepreneurship research.

This study explores the marketing in a multinational professional services organization and attem... more This study explores the marketing in a multinational professional services organization and attempts to identify marketing factors relevant to the organization. The main objective is to identify critical factors that influence the successful marketing of professional services. To accomplish this objective, research is undertaken as a case study with a quantitative survey of employees from the professional services organization. The main finding was that the 7P framework (product/service, price, place, promotion, physical evidence, people, process) was applicable and that place, physical evidence and product components were seen as most critical, with promotion and price appearing to be least critical, maybe because conservative attitudes to marketing still exist within professional service organizations. The study added to the literature on professional services marketing, giving insight into the marketing of professional services in today's dynamic and changing economic environment. Our findings will, therefore, assist professional service organizations to utilize their marketing resources more effectively and efficiently.

Many of Small, Medium and Micro Enterprise (SMME) related research studies show that access to fi... more Many of Small, Medium and Micro Enterprise (SMME) related research studies show that access to finance is a major factor which limits the overall growth of these business entities. Notwithstanding the aforesaid, it is not clear if this is due to inter alia, the limited availability of financing opportunities, SMMEs’ ability to access financing opportunities, SMME management’s limited knowledge about available financing opportunities, or SMME management’s limited general knowledge to obtain and/or abilities to secure financing opportunities. Taking into account that SMMEs represent approximately 90% of all existing business entities in South Africa, it is essential that these business entities need to become sustainable to positively stimulate the national economy. For this research study the barrier of “limited access to financing opportunities” was explored. In order to identify how to overcome this barrier, qualitative research was conducted whereby data were collected from management of financial institutions and independent experts, as well as from small retail business owners and their management. The findings provide insight that, though ample funding opportunities may be available to these business entities, access to finance may not be the only growth obstacle for small retailers in South Africa, but is a serious concern as access to available financing opportunities for South African small retailers is still limited. Some of the major reasons for this were identified as bank regulations, retailers’ general financial knowledge and retailers’ attitude towards growth. These reasons, among others, are discussed in more depth in this report.

This paper proposes that pricing tactics are influenced by the nature of the external environment... more This paper proposes that pricing tactics are influenced by the nature of the external environment. It illustrates the pricing tactics suggested for a turbulent, versus a stable, environment, when viewed through a complexity theory lens. A qualitative, case method, using depth interviews, investigated the pricing tactics in four firms to identify the tactics adopted in more successful, versus less successful, firms in turbulent versus stable environments. The results partially confirmed that the use of destabilizing pricing tactics can be helpful in a turbulent market, while stabilizing tactics can be helpful in a stable market. However, the effect of such tactics on business performance was not clear. These findings will benefit marketers by emphasizing a new way to consider future pricing activities. How this approach can assist marketers, and suggestions for further research, are provided. Since businesses and markets are complex adaptive systems, using complexity theory to understand how to cope in turbulent environments is necessary but has not been widely researched. Therefore, this paper can be seen as a foundation for research using complexity theory to better understand pricing tactics in turbulent environments.

The sharing of tacit knowledge is an important influence on the development of intellectual capit... more The sharing of tacit knowledge is an important influence on the development of intellectual capital in a University of Technology but whereas its effects are clear in a business context, they have been absent from studies in the context of higher education. This study integrated relational social capital and reasoned action theory to construct a model to investigate the factors that predict an individual's intention to share tacit knowledge. Specifically, it examined the relationship between relational social capital in terms of trust (affect and cognitive-based trust), shared norms and values (including social norms and norms of social support and reciprocity) and the individual's attitude towards sharing tacit knowledge. It further examined the relationship between the individual's attitude, their perceived norms and perceived behavioral control over the sharing of tacit knowledge and their intention to share tacit knowledge. A hypothesized, theoretical model of the individual's intention to share tacit knowledge was developed. This model was found to be a poor fit to the data and an alternative model was developed which was found to be a good fit to the data. This study incorporated nine research interviews and five hundred and fifty four questionnaires. Relational social capital was found to be significant for predicting individuals' intentions to share tacit knowledge but the reasoned action variables were found to be less significant, particularly perceived behavioral control over the sharing of tacit knowledge, indicating the need for further research.

In 2013/14 a study entitled " Interventions to achieve employment equity objectives in the wholes... more In 2013/14 a study entitled " Interventions to achieve employment equity objectives in the wholesale and retail sector " was conducted by the Wholesale and Retail Leadership Chair (WRLC) at the Cape Peninsula University of Technology on behalf of the W&RSETA (Sector Education and Training Authority). Objectives included assessing the impact of implementation of the Employment Equity Act (EEA) on retail organisations, and determining what supportive action regulatory authorities (the Department of Labour and the W&RSETA) and businesses could take to achieve employment equity (EE) goals. The study is therefore useful across the spectrum of the W&R industry, especially for employment relations practitioners and those tasked with EE implementation. The study followed a mixed-methods approach, using questionnaire surveys, in-depth interviews, case studies, focus groups and secondary data. Results indicated that EE tends to be numbers-driven at the expense of competence and talent management. Most respondents' perceptions of EE implementation were negative, with the implication that a different approach is needed because the pace of change and transformation in the South African workplace is too slow. Although the small sample size limits generalisation of the findings, the study provides insight and direction for further research. This paper acknowledges that because EE is currently driven largely by meeting mandated targets for demographic change, the development of talent – in essence, competence – is lacking or inadequate. Thus, the recommendations propose a competency model linked to a performance management system, which could lead to an efficient EE talent management process. This process will enable organisations to develop, within the shortest possible period, competent individuals able to perform adequately in their positions, thereby maintaining or improving productivity; it also addresses effective succession planning.

This paper proposes that the choice of marketing tactics is influenced by the company's external ... more This paper proposes that the choice of marketing tactics is influenced by the company's external environment. It aims to illustrate the marketing tactics suggested for a complex, turbulent environment, when marketing and the environment are viewed through a complexity lens. A quantitative, descriptive, cross sectional study was used, based on an e-mailed survey to a purchased mailing list, which resulted in a sample of 860 senior marketing or sales managers in medium to large profit oriented businesses in South Africa. The study found that the manager's evaluation of the environment as complex/turbulent was important, and that there is a relationship between the use of destabilizing marketing tactics and complex/turbulent environments. Although there is only a limited relationship with 'success', the study generally stresses the importance of destabilizing tactics, and in fact, all marketing tactics, in a complex/turbulent environment. Most work on complexity in marketing has concentrated on strategy, with little emphasis on tactics and the marketing mix. Therefore, this paper is an important contribution to the understanding of marketing mix choices, of interest to both practicing marketers and marketing academics.

This paper investigates the necessity for education and training within the survivalist retail en... more This paper investigates the necessity for education and training within the survivalist retail entrepreneurship sector in Khayelitsha, in the Western Cape Province of South Africa. A structured questionnaire, informal interviews and observations were employed to collect data. To analyse the collected data, Statistical Package for the Social Sciences (SPSS version 23) was employed. A total of 150 questionnaires were distributed, but only 128 usable completed copies were returned. The key findings were twofold: (1) an admission by the majority of the subjects that their businesses are not doing particularly well owing to their lack of basic business skills; and (2) the subjects' admission that competitive practices of the immigrant retail entrepreneurs in the township can be counteracted if they had adequate business skills. These findings imply that should survivalist retail entrepreneurs in Khayelitsha be expected to add greater value to the economy by creating employment opportunities, it is essential that they are provided with skills training on a regular basis by government agencies and other stakeholders such as the Wholesale and Retail Sector Education and Training Authority (W&RSETA). This paper has its origin in the considered intention of the Wholesale and Retail Leadership Chair of CPUT 1 to assist in developing the retail sector of the community of Khayelitsha.

The aim of this study was to critically evaluate the implementation requirements of the new syste... more The aim of this study was to critically evaluate the implementation requirements of the new system of occupational qualification and part qualifications in South Africa, from the perspective of industry and other stakeholders who are affected by the change. The methodology adopted was qualitative, including an analysis of secondary data, namely South African and international policy documents on assessment. This was followed by empirical research, using individual interviews and a survey applied via regional focus groups. A purposive sample of 67 stakeholders, made up of business, training providers, quality assurance experts and W&RSETA staff, was selected. Data was analysed using a thematic identifier, looking for common trends that were then grouped according to categories. Each questionnaire was dissected and classified according to the categories. Independent checks were put into place in which data was cross-referenced and audited to ensure that all findings produced were error free. The main findings were that an assessment model would need to be flexible to meet the industry's various needs. Furthermore, a standard operating procedure is required, industry consultation on their needs and assessment planning is needed to minimise disruption of operations, and a formalized process by which roles are linked to standard operating procedures and the ability to perform competently against them is necessary.

1 roshm@richfield.ac.za>, < 2 rogerm@dut.ac.za> ABSTRACT This exploratory study investigated the ... more 1 roshm@richfield.ac.za>, < 2 rogerm@dut.ac.za> ABSTRACT This exploratory study investigated the perceptions of staff and students about the Action Learning implementation of Action Learning in higher education. Using judgemental sampling, a qualitative approach was adopted to collect primary data. Action Learning focuses on working with realistic life challenges of groups of students, supported and encouraged by a skilled facilitator to reinterpret the dated information and create new knowledge. A thematic approach was employed to analyse the data. Themes focused on the Educational System, Conventional Learning as opposed to Action Learning, and Challenges and Barriers in implementing Action Learning in higher education. The findings concur with the literature, showing that while Action Learning is a powerful tool for educational and personal development, there are several barriers in the present higher education system that impact on implementing Action Learning, including class sizes, inadequate training of lecturers and the diversity of the student population.

This paper is based on the proposition that the choice of different promotional activities, or ta... more This paper is based on the proposition that the choice of different promotional activities, or tactics, is influenced by the nature of the company's external environment. It aims to illustrate the type of promotional activities that are suggested for a complex and turbulent environment versus a simple and stable environment, when viewing the environment through a chaos and complexity theory lens. A qualitative, case method, using depth interviews, investigated the promotional activities in four companies in order to identify the promotional activities adopted in more successful, versus less successful, firms in turbulent environments and stable environments. The results showed that the more successful company, in a turbulent market, does subtly use some destabilizing promotional activities (e.g. word of mouth) but also makes use of stabilizing promotional activities (e.g. corporate or brand advertising), while the successful firm in a stable market tended to use stabilizing and destabilizing promotional activities equally. These findings are of benefit to marketers as they emphasize a new way to consider future promotional activities in their companies. How this approach can assist marketers, and suggestions for further research, are provided. Since businesses and markets are complex adaptive systems, using complexity theory to understand how to cope in complex, turbulent environments is necessary, but has not been widely researched. In fact, most chaos and complexity theory work in marketing has concentrated on marketing strategy, with little emphasis on individual components of the marketing mix. Therefore, this paper can be viewed as a foundation for a new stream of research using chaos and complexity theory to better understand promotional activities in complex and turbulent business environments.

This paper is based on the thesis that there is a relationship between the level of turbulence an... more This paper is based on the thesis that there is a relationship between the level of turbulence and complexity of an external environment, the perceptions of managers about their environment, their attitudes to change, the styles of management adopted and the degree of business success achieved. This thesis is based on the principles of complexity theory, which are applicable since a business environment is a complex adaptive system. Qualitative techniques of case study, depth interviews, document analysis, and observation were used to collect data from two companies each in the computer and packaging industries, the most turbulent and complex, and simplest and most stable, environments, respectively. Two companies per industry were chosen to reflect the different types of companies, namely, most successful and less successful. The findings reflected a relationship between perceptions of the environment and attitudes to change. The more successful firms see change and turbulence as something to be expected and almost welcomed, while the less successful companies saw themselves as victims of change. Management, structure and staffing issues in the computer companies were very similar, but were very different between the packaging companies. Overall it appears that the perceptions of the external environment, attitudes to change and the resultant management approaches differed between the more successful and less successful companies.

This paper is based on the premise that businesses and their environments are complex adaptive sy... more This paper is based on the premise that businesses and their environments are complex adaptive systems (CAS), and are therefore too complex to be 'managed' by a single leader. The literature suggests that CASs are self-organising systems and that effective direction and guidance emerges from such self-organisation. Thus, the traditional view of a leader as a decision-maker, instructing and controlling the organisation is inappropriate in a complex/turbulent environment.

This study investigated relationships between marketing success, the level of external environmen... more This study investigated relationships between marketing success, the level of external environmental complexity and turbulence, and marketing mix tactics. The literature suggested that more successful companies in simple and stable environments use stabilising marketing tactics, while more successful companies in complex and turbulent environments use destabilising tactics, regardless of industry habits, management preferences or market sector. A marketing mix model for the different environments was developed using a chaos and complexity theory perspective.