Dissertations / Theses on the topic 'Citizen Relationship Management (CiRM)'

Mestrado em Gestão de Sistemas de Informação<br>A descrença nas instituições públicas, prestadoras de serviços quase sempre necessários ao dia a dia do cidadão, tem contribuído para a dificuldade na condução normal e satisfatória da vida pessoal e profissional de quem a estes serviços recorre. Quando tais serviços não são prestados de forma eficaz, as entidades públicas correm o risco de, à semelhança do que acontece com o setor privado, serem classificadas pelos seus ?clientes? como más prestadoras de serviços, incapazes de satisfazer as suas necessidades e consequentemente deixam de ser uma escolha quando algum problema surge. Assim, fomenta-se uma insatisfação crónica patente nos cidadãos, o que naturalmente enfraquece a própria democracia. Será possível revitalizar esta confiança e responder de forma mais eficaz e eficiente às solicitações dos cidadãos? As tecnologias de informação, nomeadamente as que suportam estratégias de gestão de relacionamentos, podem ser um fator determinante para resolver esta problemática e garantir que a maioria dos serviços públicos prestados estão direcionados para necessidades reais dos cidadãos? Esta investigação analisa o conceito de citizen relationship management, a adaptação aos serviços públicos do conceito de gestão aplicado no setor privado customer relationship management. Após a análise da principal bibliografia disponível sobre a matéria a nível internacional e nacional (com foco particular para os órgãos de poder local, vulgo municípios), foi estudado o caso concreto de um município português, através da observação do autor enquanto munícipe e de entrevistas aos principais responsáveis e decisores do município, equacionando a necessidade de implementação de um sistema como o citizen relationship managem(...)<br>The disbelief in the public institutions, providers of services almost always necessary to the day to day of the citizen, has made difficult the normal and satisfactory conduction of the personal and professional life of those that use these services. When such services are not provided in an efficiently way, public entities run the risk of being classified by their "clients" as bad service providers, unable to meet their needs and, consequently, they will no longer be a choice when problems come up. Therefore, it creates a chronic dissatisfaction among citizens, which naturally weakens democracy itself. Is it possible to revitalize this trust and respond more effectively and efficiently to citizens' requests? Can information technologies, like those supporting relationship management strategies, be a determining factor in solving this problem and ensuring that most of the public services provided are directed to citizens' real needs? With this research it is intended to answer this question, scrutinizing the concept of citizen relationship management, the adaptation to public services of the concept of private management customer relationship management. After studying the main bibliography available on the subject at the international and national levels (with a particular focus on counties), the case of a Portuguese county was studied through the observation of the author as a citizen and interviews to the main decision-makers of the county, considering the need to implement a system such as citizen relationship management and concluding that it would bring enormous benefits to those who use the public service(...)<br>info:eu-repo/semantics/publishedVersion

From the perspective of a system developer, this study presents an in-depth analysis of the CiRM implementation process in Malaysian local government. The study was motivated by the lack of studies examining the CiRM implementation process initiatives in the local government sector. Furthermore, the performance of the Malaysian Government in this initiative has been subjected to various criticisms, i.e., not properly servicing its public. This raises the question as to what has happened during the period of the CiRM implementation process in Malaysia. As there has been a demand for local governments to invest more in CiRM projects, the need for existing and potential system developers in the Malaysian government to have an implementation framework that could guide their effort in implementing the system has become more vital. This study combines the case study research and grounded theory approaches. Twenty in-depth face-to-face interviews were conducted with system developers from ten local governments (i.e., five interviews from four pilot-cases and fifteen interviews from six primary-cases). The analyses of these data were divided in three main phases. The first phase involved a within and cross-case analyses of the pilot cases. The second and third phases involved a within and cross-case of the primary cases. These analyses enabled a set of determinants on CiRM implementation in the Malaysia local governments to be developed. The determinants were established by fitting their characteristics to the lifecycle of the CiRM system implementation process. Some of the determinants were found to be common to the existing literature while others were found to be enhancing the existing knowledge in CiRM implementation process. These determinants were then developed to shape a theoretical framework for the CiRM implementation process in the local Malaysian governments. This framework not only describes the main determinants in the implementation process, but also the forces and activities that lie within it.

Mestrado em Marketing<br>O Citizen Relationship Management (CzRM) advém do Customer Relationship Management (CRM), tendo especial enfoque na forma como as Entidades Governamentais se relacionam com os seus cidadãos. Na sociedade actual, os cidadãos esperam ser tratados pelas Entidades Governamentais da mesma forma que são tratados pelos serviços privados. Cada vez mais surgem artigos e opiniões acerca da adopção de Sistemas de Informação (SI) na área da saúde, assim como se assiste à sua implementação por diversos hospitais em Portugal. Estes sistemas surgem com o objectivo de melhorar os cuidados prestados aos pacientes, reduzir custos operacionais e reduzir erros médicos. Este artigo apresenta um estudo de caso que visa perceber como pode um SI contribuir para a melhoria da relação entre um Hospital do Sector Público em Portugal e o seu paciente. Sendo que o objectivo principal da investigação passa por analisar a forma como uma ferramenta Paper-free auxilia na relação entre um Hospital do Sector Público e os seus pacientes. É também objectivo a identificação dos objectivos que levam um hospital a implementar um SI, para melhoria da relação. O estudo de caso foi realizado no Hospital do Espírito Santo de Évora, na qual a recolha de dados incidiu sobre a realização de 17 entrevistas semi-estruturadas, efectuadas aos Colaboradores do hospital em estudo, recolhidas em contexto hospitalar. Como principais resultados conclui-se que a implementação do SI se tornou numa mais valia para o hospital, na medida em que melhorou os processos internos, melhorou a qualidade do serviço prestado e, de certa forma, reduziu o tempo de espera dos pacientes.<br>The Citizen Relationship Management (CzRM) derives from the Customer Relationship Management (CRM), focusing especially on how governmental entities deal with their citizens. In today's society, citizens hope to be treated equally by governmental entities and by private services. Articles and opinions about the Information Systems (IS) adoption are increasing, as well as its implementation in several Portuguese hospitals. The main objective of these systems is to improve the healthcare services provided to patients, to cut the operating costs and to reduce medical errors. The article represents a case study that intends to perceive how an IS can contribute to the improvement of the relationship between a Portuguese public hospital and its patient. Its main purpose to "analyse how a Paper-free tool helps the relationship between the hospital and the patient". Another purpose of this study is to "identify the reasons why a hospital should implement an IS, in order to improve the relationship with the patients". The case study conducted in the Hospital of Espirito Santo de Évora, in which data collection paid special attention to the 17 semi-structured interviews that were made with the collaborators of the hospital that is being studied. These interviews were collected in the hospital context. The main results conclude that the implementation of the IS became an added value for the hospital, because it improved the internal procedures and the quality of the provided services and, in a certain way, reduced patients waiting time.

Mestrado em Marketing<br>Perante a atual evolução dos mercados e a constante competitividade entre as entidades, há a necessidade de valorizar e de fortalecer o relacionamento com os clientes. As entidades da Administração Pública (AP) também sofrem esta evolução do mercado. O Customer Relationship Management (CRM) é a ferramenta quem vem facilitar esta evolução, que permite o armazenamento de toda a informação dos clientes, bem como personalizar todas as interações com estes e tornar os processos mais céleres. Uma vez que esta investigação contempla um Estudo de Caso numa Entidade Pública, será pertinente falar em Citizen Relationship Management (CzRM), dado que estão em causa cidadãos e não clientes. Esta investigação procura responder à seguinte questão: ‘Quais são os objetivos de uma Autarquia com a adoção de CRM?’. A principal finalidade deste documento passa por identificar o que as Autarquias necessitam de fazer para a adoção do CRM, e quais os aspetos a aperfeiçoar para melhorar a qualidade dos serviços prestados aos cidadãos. Os principais objetivos das Autarquias prendem-se com a melhoria da gestão de relacionamento com o cidadão, a prestação ao cidadão um serviço de qualidade, colocando este no centro das atenções. Assim sendo, a adoção de CRM irá facilitar o cumprimento destes objetivos e tornar todos os processos mais eficientes. O presente Estudo de Caso foi realizado na Autarquia da Póvoa de Lanhoso, onde foram feitas cinco entrevistas e inquiridos 101 munícipes do Concelho. Com este trabalho, pode concluir-se que o CzRM traz variados benefícios às entidades da AP, uma vez que os cidadãos ficam mais satisfeitos, pelo fato de a sua interação com as Entidades ser facilitada e mais rápida.<br>Given the current trends of the market and the constant competition between the entities, there is a need to enhance and strengthen relationships with customers. Government also suffer this market development. The Customer Relationship Management (CRM) is the tool who is facilitating this development, which allows you to store all the information of customers, customize all interactions with them and make processes quickly. This research it is a case study in a public entity, so it is important speak in Citizens and not in Customers, so its significant speak in Citizen Relationship Management (CzRM). This research attempts to answer the research question: ‘What are the goals of an local authority with CRM adoption?’. The main purpose of this research is to identify what the local authorities need to do, to adopt CRM, and what aspects are necessary to take care, to improve the quality of services provided to citizens. The main goals of the local authorities is to improve the relationship management with citizens, to provide a quality service and put the citizens in the center of attention, therefore adopting CRM will facilitate the achievement of these goals and make all processes faster and more efficient. This case study it was held in the local authority of Póvoa de Lanhoso. I’ve made five interviews and surveyed 101 residents of that municipality. With this case study can be concluded that the CzRM brings many benefits to government entities, because citizens are more satisfied, by the fact of their interaction with the entities be facilitated and faster.

The focus of this research is crime in multi-unit rental structures, Specifically, apartment complexes. It seeks to identify management policies and environmental attributes that are associated with lower crime and police calls for service rates.

Notre recherche a été établie dans le cadre du programme de recherché interdisciplinaire Langages, Objets, Territoires et Hospitalités (LOTH). Elle s’est appliquée à confirmer que seuls, les réseaux sociaux ne peuvent constituer un support unique pour gérer la démocratie locale et satisfaire les revendications collectives. Le chercheur a proposé une démarche plutôt mixte (CiRM) intégrant toutes les composantes essentielles pour moderniser et mettre à niveau de manière fondamentale le fonctionnement « client » de l’État (Physiques, humaines, virtuelles et technologiques). Cette démarche a été argumentée par une série d’enquête terrain qui démontrera le déficit dont souffre l’État marocain malgré les investissements technologiques élevés (réalisés mais désordonnés) en TIC. Ce sont à ces questions quecette thèse apporte des éléments de réponse et des outils d’analyse en vue de présenter une nouvelle manière pour instaurer la Gouvernance : tout gouvernement élu, sera essentiellement évalué sur le taux de satisfaction des attentes des citoyens et par rapport à son plan d’action annoncé via une logique de pondération et à travers des « indicateurs » de performance (gouvernementale) connus par tous et identifiés à l’avance (Pour éviter de tomber dans le piège de la distorsion de l’information entre le Citoyen et l’État)<br>Our research was established as part of the Interdisciplinary Research Program on Languages, Objects, Territories and Hospitality (LOTH). It has tried to confirm that only social networks can not constitute a single support for managing local democracy and satisfying collective demands. The researcher proposed a rather mixed approach (CiRM) integrating all the essential components to modernize and fundamentally improve the client's functioning of the state (physical, human, virtual and technological). This approach was supported by a series of field surveys that will demonstrate the deficit suffered by the Moroccan state despite high (but untidy) technological investments in ICT. It is to these questions that this thesis provides answers and analytical tools in order to present a new way to establish governance: any elected government will be essentially evaluated on the rate of satisfaction of the expectations of citizens and To its action plan announced via a weighting logic and through publicly known "indicators" of performance (known by all) and identified in advance (To avoid falling into the trap of distortion of information between the Citizen and the State)

Thesis (Ph.D.)--Antioch University, 2010.<br>Title from PDF t.p. (viewed July 22, 2010). Advisor: Richard Couto, Ph.D. "A dissertation submitted to the Ph.D. in Leadership and Change program of Antioch University in partial fulfillment of the requirements for the degree of Doctor of Philosophy, March 2010."--from the title page. Includes bibliographical references (p. 155-165).

Mestrado Bolonha em Gestão de Sistemas de Informação<br>O uso de ferramentas de Customer Relationship Management (CRM) permite o armazenamento de informação dos clientes e assim personalizar os processos tornando-os mais céleres, eficazes e eficientes. Na presente investigação pretende-se analisar a introdução desta abordagem nas Entidades Públicas, principais prestadoras de serviços aos Cidadãos, usando o conceito Citizen Relationship Management (CzRM) e assim melhorar o relacionamento com os Cidadãos. O Estudo de Caso foi realizado na Câmara Municipal de Braga, onde foram feitas 2 entrevistas e inquiridos 122 Munícipes. Conclui-se que o CzRM é reconhecido pela autarquia como algo benéfico onde apesar dos pontos de melhoria apontados o executivo compromete-se a melhorar a relação estabelecida com os Munícipes através de revisões frequentes dos processos de interação de forma a garantir que o Cidadão é o elemento central das atividades realizadas permitindo desta forma que os Bracarenses estejam satisfeitos e que a interação com a Câmara seja mais rápida e facilitada.<br>The use of CRM tools allows the storage of customer information and thus customizes the processes making them more faster, more effective and more efficient. In this research the author intends to analyze the introduction of this approach in Public Entities, the main providers of services to Citizens, using the CzRM concept and thus improve the relationship with them. The Case Study was carried out in the City Hall of Braga, where 2 interviews were done and 122 citizens were interviewed. It was concluded that the Municipality recognizes the benefits of CzRM where, despite the points of improvement pointed, the executive is committed to improve the relationship established with the citizens through frequent reviews of the interaction processes in order to guarantee that the Citizen is the central element of the activities carried out, thus allowing them to be satisfied and the interaction with the Municipality to be faster and easier.<br>info:eu-repo/semantics/publishedVersion

Facing increasingly complex policy issues and diminishing citizen satisfaction with government and service performance, managing the quality of citizen relationship management has become a main challenge for public managers. Solutions to complex policy problems of service performance and low level of citizen participation often must be developed by encouraging citizens to make their voices heard through the various participation mechanisms. Reflecting on this need, the municipal governments in the U.S. have developed centralized customer systems for citizen relationship management. 311 centralized customer system (named 311 in this study) has the functions of citizen-initiated contact, service-coproduction, and transaction, and many local governments launch 311 to maintain or enhance their relationship with the public. Using 311 is an easy and free technically for citizens, but ensuring some degree of citizen engagement and citizens’ 311 use has been challenging for local public managers of municipalities. Despite calls for the importance of 311 in the service and information delivery process, fair treatment and access to use of governmental information, citizen participation, government responsiveness, and citizen satisfaction, to the best of our understanding, no empirical studies explore citizens’ 311 behaviors in the micro and individual level in the field of public administration. This dissertation provides a comprehensive understanding of the 311 centralized customer system, helps local public managers know citizens’ perceived perspectives toward the operation of 311, and assists these managers to develop an effective 311 system in municipalities. The dissertation’s main purpose is to clarify the importance of 311 to citizen relationship management and provide insights into citizens’ 311 use behaviors. More specifically, this dissertation tries to answers the following questions: a. Why do citizens use 311? Do the various groups of the population access and use 311 in San Francisco equally? If not, what factors influence the citizens’ 311 citizen-initiated contact behaviors? b. Why do citizens choose the 311 digital channel to contact with local governments? c. Why do citizens use 311 frequently? This dissertation will address these questions and draws on data from the 2011 citizen survey of City of San Francisco to explore citizens’ 311 use behaviors by examining them from citizens’ perspectives. The main arguments of each question listed above are: 1. 311 citizen-initiated contact is different from traditional citizen-initiated contact, and exposure to governmental-ICT environment, gender, income, and race are the factors influencing 311 citizen-initiated contact. 2. The digital divide, including the social side of the digital divide and access-side of the digital divide, influences citizens’ 311 channel choice. 3. Citizens’ technology acceptance, citizen satisfaction, and frequent use of public services influence the frequency of citizens’ 311 use.

Mestrado em Gestão de Sistemas de Informação<br>Com acesso a cada vez mais informação, os cidadãos estão mais exigentes e mais sofisticados quanto às expectativas de como a Administração Pública deve responder às suas necessidades. Com o aparecimento dos social media, como os blogues ou as redes sociais (Facebook, Twitter, LinkedIn, etc.), e a sua crescente utilização, surgem novas oportunidades de relacionamento com o cidadão e de atender às suas necessidades. Neste âmbito, o presente trabalho procura responder à questão central de investigação "Como são utilizados os social media numa Câmara Municipal portuguesa?". O principal objetivo deste estudo consiste em perceber como os social media estão a ser adotados na Administração Pública Local e fornecer algumas recomendações úteis sobre a sua utilização. Para isso, procurou-se também perceber as motivações e objetivos da presença nestas plataformas e identificar o seu impacto no relacionamento com o cidadão. O método de investigação adotado foi o estudo de caso, realizado na Câmara Municipal de Oeiras. Os resultados obtidos reforçam a ideia que a presença nos social media deve ser feita de uma forma cuidada e planeada, promovendo o engagement com o cidadão. Dada a complexidade e volatilidade destes meios de comunicação, as entidades públicas devem interiorizar que não basta criar uma página no Facebook, é necessário uma estratégia integrada com os restantes canais de comunicação, e uma mudança na cultura, estrutura, pessoas e nos processos para desenvolver uma relação mais próxima e transparente com o cidadão.<br>With access to more and more information, citizens have more sophisticated expectations of how the government should respond to their needs. With the emergence of social media such as blogs or social networks (Facebook, Twitter, LinkedIn, etc.), and their increased use, new opportunities arise to improve the relationship the citizens and to meet their needs. In this context, this study seeks to answer the research question "How are the social media used in local government?" The main purpose of this study is to understand how social media are being adopted in local government and provide some useful recommendations for their use. With this goal in mind, this study also tries to understand the motivations and objectives of the presence in these platforms and identify its impact on the relationship the citizens. The research method used was a single case study, held in the Oeiras Municipality. The results support the idea that the presence in social media should be done in a careful and planned manner, promoting the engagement with the citizen. Given the complexity and volatility of these media, public authorities must realize that creating a Facebook page is not enough. They need to combine a strategy with the other media and make a change in culture, structure, people and procedures to develop a closer and transparent relationship with the citizen.

Mestrado em Ciências Empresariais<br>O Customer Relationship Management (CRM) foi concebido dentro de uma filosofia focada nos clientes para os conhecer melhor, de forma a potencializar a criação de relacionamentos duradouros e rentáveis com novos clientes e aprofundar os já existentes. As organizações públicas equacionaram a adoção de ações de relacionamento com os seus clientes, surgindo as iniciativas de gestão de relacionamento com o cidadão - Citizen Relationship Management (CiRM). Esta investigação analisou os fatores que otimizam o sucesso do relacionamento entre as organizações pertencentes ao setor público e os seus clientes. Foi utilizada uma metodologia de caráter qualitativo, tendo sido realizadas cinco entrevistas em três organizações públicas portuguesas pertencentes à Administração Pública Local. Conclui-se que, no processo de implementação de CiRM os dirigentes das instituições públicas deverão dar importância à definição dos objetivos que pretendem atingir com o projeto, ter a perceção de que as iniciativas de CiRM têm subjacente a existência de mudanças organizacionais e culturais profundas que deverão abranger toda a organização. Para isso, torna-se imprescindível a integração de todos os departamentos envolvidos no projeto de CiRM e a contribuição de todas as pessoas, de modo a ser possível disponibilizar informação coerente sobre os clientes independentemente do canal de comunicação por estes utilizados. Por outro lado, é essencial a integração de todos os sistemas de informação existentes na organização com o CiRM. Por fim, também é importante a adequada seleção dos membros da equipa de coordenação do projeto de CiRM de forma a garantir o sucesso do mesmo.<br>Customer Relationship Management (CRM) was designed within a client focused philosophy as a way to get to know customers better so as to maximize the creation of long lasting and profitable relationships with new customers and deepen the already formed bonds. The public organizations chose to adopt relationship actions with their customers and citizen relationship management initiatives appeared - Citizen Relationship Management (CiRM). This investigation analysed the factors that improved the relationship between public organizations and their customers. A qualitative methodology was used, and five interviews were conducted in three Portuguese public organizations belonging to local public administration. It was concluded that, in the implementation process of CiRM, public institutions directors should give importance to the definition of the goals they intend to reach with the project, and have the perception that CiRM initiatives have the underlying existence of deep organizational and cultural changes that should reach the entire organization. For that to happen, the integration of all departments involved in the Project CiRM and the contribution of all the people included are of the utmost importance, so as to make coherent information on customers available no matter what communication channel is used by these. This means that the integration of all the organization existing information systems with the CiRM is necessary. Finally, the adequate member selection for the project CiRM coordinating team is fundamental to ensure its success.

Kommuner använder platsmarknadsföring för att attrahera och behålla medborgare vilket under senare år blivit mer aktuellt då konkurrensen mellan platser har ökat. Tidigare har städers platsmarknadsföring varit riktad mot att utveckla turism, men idag används strategin framförallt för att framhäva staden som en attraktiv plats för företag, och medborgare att leva i. Då det är viktigt för kommuner att ha en gynnsam befolkningsutveckling för att överleva, samt att få yngre individer att stanna inom kommunen, vilket bidrar till långsiktiga skatteintäkter. För att kommuner ska kunna utföra lyckade marknadsföringsstrategier är det viktigt att förstå medborgarnas behov och spegla det i marknadsföringen. Ovan nämnd fakta bidrog till avsikten med denna uppsats som var att beskriva och till viss del förklara hur platsmarknadsföring kan användas av en kommun för att behålla medborgare av Generation Y. Uppsatsens syfte var att uppnå en djupare förståelse för hur kommuner kan behålla Generation Y, där studiens forskningsfrågor utformades och kopplades till relevanta teorier inom forskningsområdet för att besvara studiens syfte. Genom en kvalitativ fallstudie genomfördes flertalet intervjuer med respondenter från Generation Y, vilket gav insikt till aspekter som Generation Y värdesätter inom en kommun. Studien fann att utbud, variation och tillgänglighet är centrala aspekter för att behålla medborgare. Där aspekterna nattliv, evenemang och offentliga transportförbindelser var mest önskvärda för Generation Y. Även möjligheten till delaktighet, och att kunna påverka beslut var centrala aspekter. Utifrån studiens resultat bör kommuner i större utsträckning sträva efter att skapa en relation med medborgare av Generation Y. Där kommuner involverar medborgarna så att de känner delaktighet och upplever att de kan påverka utvecklingen av kommunen de bor i, vilket ökar möjligheten till att behålla Generation Y. Studiens resultat kombinerat med bakomliggande teorier i ämnet påvisar relevansen av att kommuner behöver kunskap om vad Generation Y värdesätter, detta för att kunna utföra en passande marknadsföringsstrategi som behåller de som medborgare.

Dissertação de Mestrado em Marketing apresentada à Faculdade de Economia<br>Assuming that to the private sector the customer is the centre of business, it is fundamental that the customer becomes a permanent object of study, where the company must gain knowledge on its preferences and needs, in order to deliver a product or service with a greater added value than the competitors, thus gaining a competitive advantage. One of the great concerns of companies is to assure the customer loyalty of customers. To attain it, there are some relational marketing tools to help with this task, among which is Customer Relationship Management (CRM), with the goal of managing the customer-company relation. With the implementation of CRM, the company gathers all the knowledge about its customers, allowing to find its proximity to them. To the private sector, the customer is the citizen; and a CRM variant arises, the CzRM (Citizen Relationship Management) that manages the relation between the citizen and the public administration. The novelty in this thesis is the approach focused on the public sector, where the relation between the government and the citizen has not yet been properly explored, and the presentation of an explanatory model of CzRM. The main goal of this thesis is to check if the proposed model explains the performance of the CzRM, i.e., if the quality, the confidence, the value and the credibility are upstream of the performance of the CzRM and, therefore, upstream of Relationship Management. Secondary goal of the thesis are: first, to verify if the customer's knowledge is upstream of the variables value, confidence, credibility and quality; finally, to check if word-of-mouth is a consequence of a good Relationship Management (CzRM performance). The Integrated Service Unit (UAI) of the city of Varginha - Minas Gerais - Brazil, served as a case study to confirm the hypotheses proposed in the model. The study was based on local questionnaires (survey model), with a post analysis using the statistics software SPSS. Finally, the validity of the proposed model was checked by means of the statistical analysis carried out. This allowed to conclude that the variables quality, confidence, credibility and value are upstream of the performance of the CzRM, i.e., the performance of the Relation Management depends on these variables.<br>Partindo do pressuposto de que na esfera privada, o cliente é o centro do negócio, se faz necessário que ele seja sempre objeto de estudo, e a empresa deve saber seus gostos, e suas necessidades, para poder entregar um produto ou serviço com maior valor agregado que os concorrentes provendo vantagem competitiva. Uma das grandes preocupações das organizações é a fidelização dos clientes, e para alcançá-la existem algumas ferramentas do marketing de relacionamento para auxiliar nesta tarefa, entre as quais está o Customer Relationship Management (CRM) que visa gerir a relação entre cliente e empresa. Com a implantação do CRM, a organização reúne todo o conhecimento sobre clientes e percebe se está ou não próxima de seu cliente. Na esfera pública o cliente é o cidadão. Sendo assim, surge uma vertente do CRM, o CzRM (Citizen Relationship Management) que gere o relacionamento entre o cidadão e a administração pública. O diferencial da tese é a abordagem voltada ao setor público, ainda pouco explorada na questão da gestão de relacionamento entre o governo e o cidadão, e apresentação de um modelo explicativo do CzRM. A presente tese possui como objetivo principal verificar se o modelo proposto explica o desempenho do CzRM, ou seja, se a qualidade, a confiança, o valor e a credibilidade são antecedentes do desempenho do CzRM e, portanto, da gestão de relacionamento. Os objetivos secundários da tese são: primeiramente verificar se o conhecimento do cliente é um antecedente das variáveis valor, confiança, credibilidade e qualidade, e por fim verificar se o boca-a-boca é uma consequência da boa gestão de relacionamento (desempenho do CzRM). O objetivo foi verificado através de um estudo de caso na Unidade de Atendimento Integrado (UAI) da cidade de Varginha – Minas Gerais - Brasil, para confirmar as hipóteses propostas no modelo. O estudo de caso foi realizado através de questionários no modelo survey aplicados no local, e analisados posteriormente no programa estatístico SPSS Statistics. Por fim, o modelo proposto foi confirmado através das análises realizadas, portanto conclui-se que as variáveis qualidade, a confiança, a credibilidade o e valor são antecedentes do desempenho do CzRM, ou seja, o desempenho da gestão de relacionamento depende destas variáveis.

博士<br>國立高雄第一科技大學<br>管理研究所<br>100<br>In recent years the popularity of science and technology with the Internet and communication technologies (ICT) has created a new trend, leading government to not only improve interaction with the public but also to create an electronic channel to collect public opinion and respond to public demands. People have become accustomed to the use of city government Civil Service E-mail Box (CSEB), and as a large number of public opinions have been submitted through electronic channels, the public sector has begun to respond to the speed bottleneck. Therefore, how to improve response times to strengthen the quality of citizen relationship management services (CiRM) is a significant challenge of electronic government. A review of e-government and customer relationship management literature has found many past studies have tended to focus on general strategic aspects of generalized empirical investigation; however, practical operations of diagnostic analysis lacks substance. Therefore, this study first reviews past e-government and customer relationship management and other related documents, classifying citizen view table service quality, and providing the public sector with tools to assess and review the quality of citizen relationship management services. Secondly, by use of the Theory of Constraints (TOC) concepts and thought thinking processes diagram tool, the study aims to gradually educate the public sector to respond to the details of operational processes and core problems. Furthermore, based on dialectic logic case qualitative research methods and multi-sectoral depth interviews over several times, it is hoped to gradually affect the public sector to confirm rapid response to overcome obstacles in the CSEB limit. Finally, following application of intellectual capital theory, specific solutions will be proposed to quickly respond to the actions of public opinion via citizen relationship management to optimize quality of service. Specific results of this study: (1) The case of local government CSEB, for example, found that public opinion affected the electronic response of the three core barriers to factors: 1. Public information about the handling of cases, cannot be shared in the circulation within the organization; 2. For cases of cross-sectoral public opinion, building an inter-departmental communication mechanism of integration has not yet been carried out; 3. Units of public sector organization and division of tasks have high complexity. (2) By the intellectual capital theory, we put forward three actions to improve the program: 1. To explore the value of employees with tacit knowledge (human capital), regular meetings with business experience in heritage-related activities should be held; 2. Construction of public response to the case of knowledge management systems (structural capital), and providing examples of best response to the street-level bureaucrats should be introduced; 3. Timely invited experts and scholars in different fields (relational capital), should assist in handling highly complex cross-sectoral public opinion problems. (3) In follow-up action into the case after six months, the CSEB response rate of public satisfaction with the response content has significantly improved. Finally, discussed academic and management implications conclude the study.

Perante a atual evolução dos mercados e a constante competitividade entre as entidades, há a necessidade de valorizar e de fortalecer o relacionamento com os clientes. As entidades da Administração Pública (AP) também sofrem esta evolução do mercado. O Customer Relationship Management (CRM) é a ferramenta quem vem facilitar esta evolução, que permite o armazenamento de toda a informação dos clientes, bem como personalizar todas as interações com estes e tornar os processos mais céleres. Uma vez que esta investigação contempla um Estudo de Caso numa Entidade Pública, será pertinente falar em Citizen Relationship Management (CzRM), dado que é uma estratégia das organizações públicas que procura melhorar o relacionamento com os seus cidadãos. Essa estratégia é inspirada nas iniciativas de Customer Relationship Management (CRM) das empresas privadas. Para tanto, são implementados valores do marketing relacional em articulação com um conjunto de Sistemas de Informação (SI) que auxiliam no tratamento individualizado do cidadão. Os principais objetivos das Autarquias prendem-se com a melhoria da gestão de relacionamento com o cidadão, a prestação ao cidadão um serviço de qualidade, colocando este no centro das atenções. Assim sendo, a adoção de CRM irá aprimorar tanto os processos internos como os externos reduzindo o tempo de espera no atendimento, o que resulta numa melhoria da qualidade do serviço prestado e, consequentemente, no aumento da satisfação dos cidadãos.

碩士<br>國立中山大學<br>公共事務管理研究所<br>92<br>Citizen Relationship Management is introduced from enterprise’s concept and strategy of Customer Relationship Management and applied from the technology of Information and Communication Technologies by government to give an impetus to build a good and interacting management relationship between the government and citizens. “Electronic Mailbox” is the fastest and the most immediate communication channel between government and citizens. Citizens are able to express their opinions, doubts, and complaints regarding policies, laws, and regulations via mailbox, and can expect to receive prompt responses and results. On the other hand, through citizen’s participation, government is able to compile public opinions and transform them into knowledge resources of policy and strategy decision-making. Periodical surveys of satisfaction rate will be very helpful and effective in terms of mailbox mechanism review, service quality improvement, and government image preservation. The primary objective of this research is to: (1) Realize the satisfaction rate of city mayor’s mailbox response mechanism. (2) Realize citizens’ suggestions and expectations toward city mayor’s mailbox process procedure. (3) Build a database for city mayor’s mailbox. (4) Plan on the prototype of future city mayor’s mailbox. (5) Conclude from the analysis and findings of satisfaction rate, and provide a specific and practicable proposal for policy decision-making. Exceptional achievements: To complete the re-structure of city mayor’s mailbox procedure before scheduled time and include surveys of satisfaction rate into the mechanism. To generate, send, and collect questionnaires for individual closed cases. Research findings: After the reforms of city mayor’s mailbox, there are still many aspects, such as policy, management, implementation, and system, which require further discussion and improvement. In the short term: (1) To continuously review system function and expend service areas. (2) To integrate traditional appeals and opinions in order to resolve gaps in digital knowledge. (3) to enhance the concept and consensus of offering better services to the public. (4) To improve qualities and effects by monitoring by each level of government agencies. (5) To increase public involvement via media broadcast. (6) To regularly publish and examine the effects of process and the analysis of public satisfaction. In the medium term: (1) To integrate Computer Telephony Integration technology and set up a customer service center. (2) To combine traditional, wired, wireless technologies and expend the service areas. Future outlook: (1) To share the reform experiences of Kaohsiung City and assist all levels of government agencies to popularize mailbox mechanism；(2) To aggressively promote mailbox to foreign countries to internationalize this mechanism.

博士<br>國立東華大學<br>企業管理學系<br>101<br>Developing a customer relationship management (CRM) oriented e-Government (e-Gov) is a policy for reinventing government in Taiwan. However, there is no clear paradigm in the CRM field and the academic literature has failed to produce a consensus definition for CRM. This study exploits an integrated framework to address CRM initiatives on e-Gov applications from the perspective of Internet business model. Meanwhile, the relationships between CRM readiness (steering, change, human resources, process, and technology), the e-Gov business model (enterprising administration, customer interface, service facility, and resource fulfillment), and customer equity (value, brand, and relationship) are explored in the study. 478 valid questionnaires were collected from a list of 250 leading governments in Taiwan, and the survey results showed: CRM readiness positively affects the e-Gov business model; the e-Gov business model positively affects customer equity; CRM readiness positively affects customer equity; part of the sample attributes moderate the effects of CRM readiness, the e-Gov business model, and customer equity; enhancing value equity should primary focus steering readiness and resource fulfillment; enhancing brand equity should primary focus process readiness, technology readiness, enterprising administration, and resource fulfillment; enhancing relationship equity should primary focus steering readiness, process readiness, customer interface, and resource fulfillment. Generally, governments should undertake comprehensive assessments with regard to CRM readiness including steering, change, human resource, process, and technology. Moreover, the e-Gov business model by focusing a fit set of enterprising administration, customer interface, service facility, and resource fulfillment could create better public value through strategic integration. Governments currently focus on providing convenient services to result in the most significant of value equity. Further, exploiting a configuration of value activities within innovative services could improve brand equity or giving an impetus to community management and customization services could increase the effects of relationship equity in the Taiwan Government.

碩士<br>臺北市立大學<br>社會暨公共事務學系公共事務學碩士班<br>104<br>The purpose of this study is to investigate the situation of job satisfaction and job burnout of Taipei City Government and New Taipei City Government, and the effect factors of job satisfaction and job burnout, and the cause-and-effect relationship to job satisfaction and job burnout. According to the research framework established from the related literatures and empirical study, customer-oriented public service and innovative public service are the factors that affect job satisfaction and job burnout. This research takes Taipei City Government and New Taipei City Government as the research subjects. The questionnaires were distributed to total of 1,000 public employees. However, only 769 valid surveys were returned, yielding the response rates, 76.9%. The data of this research was analyzed by using SPSS 22.0 and AMOS 21.0 software. The statistical methods used for data analysis includes descriptive statistics, t-test, one-way ANOVA, Pearson’s correlation, and multiple group analysis of SEM. According to the study results, the findings were summarized as the followings. 1.In customer-oriented public services, the public employees in both cities have an above average of satisfactory degrees where Taipei City is slightly higher than New Taipei City. 2.In innovative public service, both cities shared the similar satisfactory degrees where Taipei City is slightly higher than New Taipei City. 3.The public employees in New Taipei City and Taipei City has an above average job satisfaction where the job satisfaction in Taipei City is slightly higher than New Taipei City. 4.Both cities have the highest agreements on having the relevant information of the job and are neither agree nor disagree on job burnout where Taipei City is slightly higher than New Taipei City. 5.The customer-oriented public services in both cities have a positive effect in the job satisfaction. It shows that if the public employees have a higher understanding in customer-oriented public services, they will have a higher job satisfaction. Also, the job satisfaction has a negative impact on the job burnout. It shows that if the public employees have a higher job satisfaction, they will have a lower job burnout. 6.In the result of customer-oriented public services, innovation of public service, job satisfaction, and job burnout in Taipei city and New Taipei City, they all have obvious differences.

In southern Zululand in the province of KwaZulu-Natal within the iNkandla Magisterial District, a rural area, lies the indigenous iNkandla forest. This is the last remaining rare relict type of indigenous high wet rain forest in Southern Africa. This forest is of great importance not only for its unique biodiversity, its perennial source of water, but also as a resource base for the Cube people. This remote community lives mostly a traditional Zulu lifestyle in an area devoid of basic infrastructure, municipal services or economic activity. The Cube people are reliant on the forest resources for some of their daily basic material needs. This dissertation is an examination of the relationship between the Cube people and the iNkandla forest over time. The study investigates the ecology and biodiversity of the iNkandla forest. It also describes the Cube people's lifestyle, history and the continuous utilisation of the forest resources. The core focus of the study is that the iNkandla forest is not only an integral part of the Cube people's lives, but also has a rich cultural history. The research findings show that the daily activities of the Cube are impacting heavily on the forest resources. In order to minimise negative environmental impacts, sustainable utilisation of these resources needs to be established. This can enhance the relationship between the Cube people and the forest. The people's view of the forest and its change with time is investigated. The goods and services this forest provides to meet people's basic material needs portrays the relationship between the people and the forest. To sustain this relationship a model that illustrates a process that can be established and implemented effectively is recommended. This process will empower the Cube people to make constructive and effective choices and decisions. It will also inform the people of the sustainable ways of utilising the forest resources and enhance their relationship with the natural resources. The aim is to promote future developments that the Cube people are likely to see in future. This will inform their understanding of sustainable utilisation of the forest resources for future generations. Empowered people will recognise social principles for appropriate interactions with nature. The final part in this study revisits the theory of environmental history. It outlines briefly the manner in which the environmental history theory has been applied. It also explains the reason why the principles of environmental history have been adopted for this study.<br>Thesis (M.Sc.)-University of Natal, Pietermaritzburg, 2002

Text in English with abstracts and keywords in English, Sepedi, isiXhosa and isiZulu<br>Protected areas in South Africa are often surrounded by impoverished communities. Biodiversity must be conserved while improving community wellbeing. An increased understanding of key influences on pro-conservation attitudes and behaviour is essential for the future of successful conservation and the creation of realistic solutions for poor communities. Knowledge gaps exist regarding intangible benefits and losses, as well as the relationship between benefits, losses and pro-conservation attitudes and behaviour. Furthermore, there are less qualitative studies in this field than quantitative, nor are there many that include the perspective of park staff. This research followed a novel comparative multiple-method qualitative approach, using contrasting case studies and borrowing from grounded theory. Three nature reserves were selected, each involving two constituencies – (i) the local community and (ii) protected area staff. Individual interviews, focus group interviews, mapping, and adapted nominal grouping technique were used to collect data. The data were first analysed question-by-question for each case study, followed by cross-case analysis which resulted in meta-themes for each research objective. In each case study, benefits and losses were ranked to indicate their level of importance. Key tangible benefits were employment, access to natural resources and support for schools. Intangible benefits drew less focus, but comprise key influences, such as visiting the park, environmental education, information dissemination, and involvement. These benefits emerged again as aspects that would drew less focus, but comprise key influences, such as visiting the park, environmental education, information dissemination, and involvement. These benefits emerged again as aspects that would improve future positivity if more of each could be provided. Key losses were lack of/limited access to the reserve as visitors, insufficient employment, fear of wild animals and lack of involvement/interaction. Findings indicate that communities have a range of responsibilities towards the reserve (some of which are self-imposed), and a strong sense of custodianship. Exclusion from responsibility led to negative attitudes. Good relationships resulted in fewer poaching incidents, although locals are hesitant to report subsistence poaching. Areas of non-alignment between the perceptions of both constituencies highlight areas for rectification, such as parks acknowledging the losses perceived by communities; knowing which benefits are most important to communities; and highlighting benefits not mentioned by communities. The meta-themes were used to construct a data-derived ‘Theory of Influences on Pro-conservation Attitudes and Behaviour’, which indicates how relationship is shaped by benefits, losses, detractors and facilitators; and includes solutions to increase positive attitudes. To drive practical application of the theory, recommendations for park managers and local communities are provided. Finally, this study was integrated with existing literature to develop the ‘People-Parks Win-Win Framework’ – a comprehensive representation of the influences on people-park relationships – which has not been done before. The study makes methodological, theoretical and practical contributions. Its findings can facilitate people-park win-wins, aiding both biodiversity conservation and community wellbeing.<br>Mafelo ao a šireleditšwego ka Afrika Borwa gantši a dikaneditšwe ke ditšhaba tšeo di hlokago. Diphedi tšeo di fapafapanego di swanetše go babalelwa mola ka go le lengwe re kaonafatša go phela gabotse ga ditšhaba. Kwešišo ye e oketšegilego ya dilo tše bohlokwa tše di huetšago maikutlo ao a thekgago pabalelo ya diphedi le maitshwaro e bohlokwa go bokamoso bja pabalelo ye e atlegilego le go hloma ditharollo tše di kwagalago go ditšhaba tše di hlokago. Tlhokego ya tsebo e gona mabapi le dikholego le ditahlegelo tšeo di sa bonagalego, gammogo le kamano magareng ga dikholego, ditahlegelo le maikutlo ao a thekgago pabalelo ya diphedi le maitshwaro. Godimo ga fao, go na le dinyakišišo tše mmalwa ka ga boleng ka mo lefapheng le go fetwa ke dinyakišišo ka ga bontši, ebile ga go na le tše ntši tšeo di akaretšago maikutlo a bašomi ba ka dirapeng tša diphoofolo. Dinyakišišo tše di latetše mokgwa wa papetšo wa mekgwa ye mentši ya dinyakišišo ka ga boleng, ka go šomiša dinyakišišo tša seemo tšeo di thulanago le go adima go teori yeo e tlogago e theilwe ka mabaka. Mafelo a pabalelo ya diphedi a mararo a kgethilwe, le lengwe le le lengwe le akaretša bakgathatema ba babedi ka go lona – (i) setšhaba sa kgauswi le (ii) bašomi ba lefelo leo le šireleditšwego. Batho ka o tee ka o tee ba ile ba botšišwa dipotšišo, dihlopha tše di nepišitšwego le tšona di ile tša botšišwa dipotšišo, go hlaola, le mokgwa wo o fetošitšwego wa go hlopha ka maina di šomišitšwe go kgoboketša tshedimošo. Tshedimošo e thomile ka go sekasekwa go ya ka potšišo ye e botšišitšwego go dinyakišišo tša seemo, gwa latela tshekatsheko ya dinyakišišo tše di fapafapanego yeo e feleleditšego ka merero ye megolo go maikemišetšo a mangwe le a mangwe a dinyakišišo. Ka go dinyakišišo tše dingwe le tše dingwe tša seemo, dikholego le ditahlegelo di ile tša bewa ka maemo go laetša maemo a bohlokwa bja tšona. Dikholego tše bohlokwa tšeo di bonagalago di ile tša dirišwa, gwa ba le phihlelelo go methopo ya tlhago le thekgo ya dikolo. Dikholego tšeo di sa bonagalego di ile tša ba le šedi ye nnyane, eupša tša ba le dikhuetšo tše bohlokwa, tša go swana le go etela serapeng sa diphoofolo, thuto ya tikologo, go phatlalatša tshedimošo, le go kgatha tema. Dikholego tše di tšweletše gape bjalo ka dikokwane tšeo di tlago kaonafatša maikutlo a makaone a ka moso ge e le gore tše ntši tša tšona di tla abja. Ditahlegelo tše bohlokwa e bakilwe ke tlhokego ya phihlelelo/phihlelelo ye nnyane ya go tsena ka dirapeng tša diphoofolo ka baeti, tlhokego ya mešomo, go tšhaba diphoofolo tša lešoka le tlhokego ya go kgatha tema/tirišano. Dikutollo di laetša gore ditšhaba di na le maikarabelo a mehutahuta go dirapa tša diphoofolo (a mangwe maikarabelo ke a go ithaopa ga setšhaba), le maikutlo ao a tiilego a go di hlokomela. Go se akaretše ditšhaba go maikarabelo a go feleleditše ka maikutlo ao a sego a loka. Dikamano tše botse di feleleditše ka ditiragalo tše mmalwa tša go bolaya diphoofolo ke bao ba nyakago manaka a tšona, le ge e le gore badudi ba dikadika go bega go bolaya diphoofolo ke bao ba inyakelago nama ya tšona. Makala a go se sepelelane magareng ga maikutlo a bakgathatema ka bobedi a laetša fao go swanatšego go phošollwa gona, go swana le ge dirapa tša diphoofolo di dumela ditahlegelo tšeo di bonwago ke ditšhaba; di tseba gore ke dikholego dife tše di lego bohlokwa kudu go ditšhaba; le go laetša dikholego tše di sego tša bolelwa ke ditšhaba. Mereo ye megolo e ile ya šomišwa go hlama ‘Teori ya dikhuetšo ye e tšwago tshedimošong ka ga Maikutlo le Maitshwaro ao a Thekgago Pabalelo ya diphedi’, yeo e laetšago ka fao kamano e bopšago ke dikholego, ditahlegelo, disenyi le basepediši; ebile e akaretšago ditharollo tša go oketša maikutlo a makaone. Go tšwetša pele tirišo ye e phathagatšwago ya teori ye, balaodi ba dirapa tša diphoofolo le ditšhaba ba ile ba fiwa ditšhišinyo. Mafelelong, dinyakišišo tše di ile tša tsenywa ka gare ga dingwalwa tšeo di lego gona ka nepo ya go hlama ‘Melawanatheo ya Dirapa tša Diphoofolo tša go Thekgwa ke Batho tšeo di Holago Bohle’ – e lego kemedi ye e akaretšago bohle ka ga dikhuetšo tša dikamano tša dirapa tša diphoofolo tša go thekgwa ke batho – e lego seo se sego sa ka sa dirwa mo nakong ye e fetilego. Dinyakišišo tše tsenya letsogo ka ga mekgwa, teori le tirišo. Dikutollo tša tšona di ka nolofatša kholego ya bohle go dirapa tša diphoofolo tša go thekgwa ke batho, tša thuša bobedi pabalelo ya diphedi tšeo di fapafapanego le go phela gabotse ga setšhaba.<br>Imimandla ekhuselekileyo eMzantsi Afrika ikholisa ukungqongwa yimiphakathi ehluphekileyo. Indalo esingqongileyo kufuneka ilondolozwe lo gama kuphuculwa intlalontle yoluntu. Kubaluleke kakhulu ukwanda kokuqonda imiba enefuthe kwiindlela zokucinga nokuziphatha malunga nolondolozo lwendalo ukuze kubekho impumelelo ekulondolozeni indalo, kudaleke nezisombululo ezisebenzayo kwimiphakathi ehluphekileyo. Kukho izikhewu kulwazi olumalunga noncedo nelahleko, kwanolwalamano phakathi koncedo, ilahleko neendlela zokucinga nokuziphatha. Ngaphaya koko, zimbalwa izifundo ezingqiyame kakhulu kwingxoxo nengcaciso kunezifundo ezingqiyame kumanani, kwaye zimbalwa eziqwalasela izimvo zabasebenzi bamaziko ekugcinwa kuwo indalo. Olu phando lunesimbo esitsha esiqhutywa ngokuthelekisa iindlela zophando eziliqela, kusetyenziswa izifundo ezisekelwe kumava neengcingane/iithiyori ezaziwayo. Kukhethwe amaziko endalo amathathu apho kubandakanywe amacandelo amabini kwiziko ngalinye – (i) uluntu lwendawo kunye (ii) nabaqeshwa bommandla okhuselweyo. Ulwazi okanye idatha luqokelelwe ngezi ndlela zilandelayo: Kwaqhutywa udliwano ndlebe nabantu bengabanye, bengamaqela ekugxininiswe kuwo, kwalandeliswa ngokuthelekisa okuqikelelweyo nokwenzekileyo kunye nokudibanisa amaqela ukuze axukushe imiba ekuphandwa ngayo. Iinkcukacha zolwazi eziqokelelweyo zahlalutywa ngokuthi kuqwalaselwe iimpendulo zombuzo ngamnye kule yemizekelo yamava omntu ngamnye, kwalandeliswa ngokuthelekisa iimeko namava abantu ngabantu, nto leyo eyaveza imixholo ebanzi kwinjongo nganye yesifundo sophando. Kwisifundo samava ngasinye kwalandelelaniswa uncedo nelahleko ngokokubaluleka kwazo. Izinto eziluncedo ezaqwalaselwayo yaba yimpangelo, ukufikelela kwimithombo yendalo nenkxaso yezikolo. Uncedo olungabambekiyo zange luqwalaselwe ngokungamandla kodwa lunefuthe eliphambili njengokutyelela amaziko endalo, ukufundiswa ngokusingqongileyo, ukusasazwa kolwazi nokuthatha inxaxheba. Ezi ndidi zoncedo zaphinda zavela njengamanqanaba aya kuphucula ukuzijonga ngethemba izinto xa kunokwenziwa ukuba zibe khona. Ilahleko yaba kukunqongophala kwendlela yokufikelela kwiziko njengeendwendwe, ukunqaba kwamathuba empangelo, ukoyika izilo zasendle nokungabikho kwamathuba okuthatha inxaxheba. Okufunyanisiweyo kudiza ukuba uluntu lunoxanduva oluziindidi ezahlukeneyo kwiziko (olunye uxanduva bazinike ngokwabo), kwaye luzibona lungabagcini bendawo. Ukunganikwa uxanduva kwakhokelela ekucingeni gwenxa. Intsebenziswano yakhokelela ekuncipheni kweziganeko zokuzingela ngokungekho mthethweni, nangona abahlali bendawo bemathidala ukuxela abantu abazingelela ukuzondla. Iindawo zokuhlabana kwezimvo zamacala omabini zidulisa amanqanaba afanele ukulungiswa, njengokuba amaziko endalo ayiqonde imeko ebonwa njengelahleko luluntu lwendawo; aqonde nokuba zeziphi izinto ezibalulekileyo nezibonwa njengoncedo luluntu; acacise nezinto eziluncedo ezingabalulwanga luluntu lwendawo. Imixholo ebanzi (meta-themes) yasetyenziselwa ukuqweba ‘Ingcingane Yefuthe Elenzeka Kwiimbono Nokuziphatha’ (‘Theory of Influences on Pro-conservation Attitudes and Behaviour’), nebonakalisa ukuba izinto eziluncedo, ilahleko, iziphazamiso nabaququzeleli zilubumba njani ulwalamano. Kwakhona, le ngcingane iquka izisombululo zokwandisa iingcinga ezintle. Kunikwe iingcebiso kubaphathi beziko lendalo nakuluntu lwendawo ukuze kuphuhliswe iindlela ezibonakalayo zokusebenzisa le ngcingane. Okokugqibela, esi sifundo sixutywe noncwadi oselukho ngenjongo yokuphuhlisa ‘Isakhelo Sempumelelo Yentsebenziswano Kuluntu Namaziko Endalo’ (‘People-Parks Win-Win Framework’) – lo ngumbhalo oveza ifuthe lentsebenziswano yoluntu namaziko endalo – nto leyo ingazange ibekho ngaphambili. Esi sifundo sifaka igxalaba ngobuchule, ngengcingane nangomsebenzi ophathekayo. Okufunyaniswe apha kunakho ukudala impumelelo kwintsebenziswano yokuntu namaziko endalo, sincede ulondolozo lwendalo nentlalontle yoluntu.<br>Izindawo ezivikelekile eNingizimu Afrika kaningi zihaqwe yimiphakathi entulayo. Izinto ezahlukahlukene eziphilayo kufanele zilondolozwe kanti ngakolunye uhlangothi sibe sesifafaza ivangeli lempilo ephephile emiphakathini. Ulwazi oluningi lwemithelela esemqoka emayelana nommoya kanye nemikhuba yokulondoloza kwemvelo kubalulekile kwikusasa lokwakha uhlelo olluyimpumelelo lokulondoloza kwemvelo kanye nokwakha amasu empilo yangempela okusiza imiphakathi edla imbuya ngothi. Kukhona ukwedlulana okumayelana nezinzuzo ezingabonakali ngamehlo kanye nokulahlekelwa, kanye nobudlelwano obuphakathi kwezinzuzo, kokulahlekelwa kanye nemmoya kanye nemikhuba ehlose ukulondoloza imvelo. Ngaphezu kwalokho, kunezifundo ezincane zocwaningo olugxile kwizingxoxo kulo mkhakha, uma seziqhathaniswa nezifundo zocwaningo olugxile kumanani, kanti kunjalo-nje izifundo zocwaningo eziningi azixubi umqondo wabasebenzi. Lolu cwaningo luye lwalandela indlela embaxaningi yokuqhathanisa egxile kwizingxoxo, ngokusebenzisa izifundo zocwaningolotho eziphikisanayo futhi ziye zaqhubeka nokuboleka amasu kwimiqondo egxilile. . Kuye kwakhethwa iziqiwu zokulonda izilwane ezintathu, esinye nesinye isiqiwu sinezakhamuzi zendawo – (i) umphakathi oyizakhamuzi kanye (ii) nendawo evikelekile yabasebenzi. Kuye kwasetshenziswa izinhlelo zenhlolovo yomuntu ngamunye, ukumepha, kanye nezindlela zemibuzo eshicilelwe zemibono yamaqembu, konke lokhu kuye kwasetshenziswa ukuqoqa idatha. Okokuqala idatha iye yahlaziywa ngokwemibuzo ngamunye kolunye nolunye ucwaningolotho, okuye kwalandelwa yindlela yokuhlaziya eyaziwa phecelezi ngecross-case analysis okuyindlela edale ukuba kube nezindikimba ezibizwa ngemeta-themes zenhloso enye nenye yocwaningo. Kolunye nolunye ucwaningo, izinzuzo kanye nokulahlekelwa kuye kwabekwa ngokulandelana ukuze kuvezwe amazing okubaluleka. Izinzuzo ezisemqoka eziphathekayo kuye kwaba ukusebenza, ukwazi ukuthola imithombo yemvelo kanye nokuxhaswa kwezikole. Izinzuzo ezingaphathekiyo akugxilwanga kakhulu kuzo, kodwa nazo ziqukethe imithelela esemqoka, enjengokuvakashela izindawo zokungcebeleka, ukuhlinzekwa ngemfundo yezemvelo, ukusakazwa kolwazi kanye nokubandakanyeka. Lezi zinzuzo ziye zavela futhi njengezinto ezizothuthukisa ikusasa eliqhakazile uma ngabe konke lokhu kuyalandelwa. Ukulahlekelwa okuphawulekayo kuye kwaba ukusweleka/ukufinyeleleka kancane kwezivakashi esiqiwini sezilwane, ukuqashwa kwabasebenzi benani eliphansi, ukwesaba izilwane zasendle kanye nezinga lokusweleka kokubandakanyeka/nokungahlangani. Ulwazi olutholakele luveza ukuthi imiphakathi inezindima eziningi okufanele iziidlale kwiziqiwu ezilondoloza imvelo (ezinye izindima yilezo ezizibeke phezu kwamahlombe omphakathi) kanye nokuba nesasasa lokunakekela imvelo. Kanti ukungabandakanywa komphakathi kuye kwaholela ekutheni umphakathi ube nommoya ongemuhle kulezi ziqiwu. Ubudlelwano obuhle buye baholela ekutheni kube nenani eliphansi lezehlakalo zokubulawa kwezilwane, yize abantu bezindawo ezisondelene neziqiwu beba nokuthandabuza uma kufanele babike izehlakalo zokubulawa kwezilwane. Ukungasebenzisani phakathi kwezinhlanga ezimbili, izakhamuzi kanye namalungu eziqiwu zezilwane kuveza amaphutha okufanele alungiswe, anjengokuthi iziqiwu lezi zibe nolwazi ngokulahlekelwa komphakathi; zazi ukuthi ngiziphi izinzuzo ezibalulekile emphakathini; futhi ziveze izinzuzo ezingavezwanga wumphakathi. Izinhlaka phecelezi ezingama meta-themes zisetshenzisiwe ukwakha ithiyori esuselwe kwidatha, phecelezi ‘Theory of Influences on Pro-conservation Attitudes and Behaviour’, okuveza indlela ubudlelwano obakhiwa ngayo yizinzuzo, ukulahlekelwa, yizihibhe kanye nabancedisi; kanti lokhu kuxuba izixazululo eziqonde ukwengeza ummoya omuhle. Ukuze kusetshenziswe imiqondo ngendlela ebonakalayo , kuye kwalandelwa izincomo zabaphathi beziqiwi kanye nezakhamuzi eziseduze neziqiwu. Okokugcina, lolu cwaningo luye lwahlanganiswa nombhalo wobuciko obevele ukhona ukwakha phecelezi ‘People-Parks Win-Win Framework’ – uhlelo olubanzi oluxuba zonke izinhlaka olunemithelela yemibono yezinhlelo zobudlelwano babantu kanye neziqiwu zezilwane – okuyinto engakaze yenziwe ngaphambilini. Ucwaningo luye lwaba negalelo kwindlela yokucwaningo (methodological), kwimiqondo kanye namagalelo abonakalayo. Okutholwe wucwaningo kunganceda ukuhlela uhlelo lapho kuzuza abantu kanye neziqiwu, lokhu kunganceda zombili izinhlaka ukulondolozwa ephilayo ehlukahlukene kanti futhi kungadala inhlalakahle emphakathini.<br>Environmental Sciences<br>Ph. D. (Environmental Management)