The main purpose of the study was to propose a framework to match the competencies of hospitality... more The main purpose of the study was to propose a framework to match the competencies of hospitality graduates with the expectations of hospitality industries in Ghana. The study adopted a qualitative research approach. Overall, 12 educators (five heads of departments and seven lecturers) were purposely selected from five (5) Technical Universities through a forum via Zoom to discuss the outcomes of the study in proposing the framework. The instrument used was a semi-structured interview guide. Thematic content analysis was used to analyse the data collected. The study results revealed that most of the educators, 10 (83.3%), were females and had worked for more than ten (10) years in the hospitality academic setting. The study revealed that there exists a gap between hospitality educators and the hospitality industry in Ghana. The study revealed that broader stakeholder consultation, student-related measures such as student orientation and specialization, technical/practical education,...
The emergence of the COVID-19 pandemic in 2020 and the associated lockdowns imposed by government... more The emergence of the COVID-19 pandemic in 2020 and the associated lockdowns imposed by governments exposed disparities in how organisations on different continents were prepared for unplanned uncertainties. While the global north organisations, with their advanced adoption of 4IR technologies, quickly moved in to find affordable ways to ensure business continuity, adjustments by organisations in the global south were challenged by lack of modern advanced affordable technologies. The abrupt adoption of technologies associated with the fourth industrial revolution [4IR] in the global south meant an increased emphasis on remote working - a concept that has been taboo, especially in South Africa. The adoption meant fitting into a new world of work, which requires agility, re-learning, and de-learning of skills. The chapter aims to unpack the work challenges organisations face in times of crises and what it means for employee development in an African context.
In this article, the argument is developed that workplace spirituality can be used within practic... more In this article, the argument is developed that workplace spirituality can be used within practical theology to understand developments within the workplace. This can enable the church to give effective guidance to the congregation on finding meaning and purpose within the workplace. The value of workplace spirituality for both practical theology (as science) and the church (as organisation) will be debated in this article. In this study, it is accepted that workplace spirituality is not the same as religion even though the two concepts are not disjoint. This study first attends to workplace spirituality and then to the role of practical theology in workplace spirituality. Based on the discussion of the difference between religion and spirituality, and what spirituality is, including the dimensions of spirituality, the working definition used in this study is that workplace spirituality engenders spiritual growth and development of employees which creates purpose, meaning, and commu...
Published ArtcleTourism has a positive impact on economic growth and development, especially for ... more Published ArtcleTourism has a positive impact on economic growth and development, especially for small towns and rural areas. This is especially applicable to the Free State Province that has numerous economic challenges, including the highest unemployment rate in South Africa. One way of attracting tourists to areas they might not normally visit, is through the development of tourism routes. In South African, the Maloti Drakensberg Route (MDR) is one of the longest tourism routes and a substantial section of the route runs through the Free State Province (Harrismith to Zastron). Tourism routes are usually managed by forums that need to oversee the effective management of routes. In this regard, the MDR is managed by the Maloti Drakensberg Route Forum (MDRF). Due to the importance of attracting tourists, the aim of this investigation was to assess the marketing and management effectiveness of the Free State section of the MDR. The research approach was both qualitative and quantitat...
Published ArticleThe tourism and hospitality industry faces major challenges of which a shortage ... more Published ArticleThe tourism and hospitality industry faces major challenges of which a shortage of professional industry-related skills is probably the most pronounced. Added challenges include recruiting and retaining staff within an industry that is intensely service-driven and customer-oriented. Staff should be suitably qualified and able to cope with the challenges of being service workers. It is thus vital that students who study or intend to study Tourism and/or Hospitality Management should be adequately informed about industry’s expectations and challenges, as well as the demanding work environment they can expect once they are employed in the industry. It is also imperative that industry stakeholders clearly articulate what is expected from graduates once they are employed. As there is often a mismatch between what the students and industry expect from each other, the aim of this paper is to address the expectations of both industry stakeholders and students. The study was...
Orientation: The coronavirus disease 2019 (COVID-19) pandemic has impacted all industries on a gl... more Orientation: The coronavirus disease 2019 (COVID-19) pandemic has impacted all industries on a global scale. Specifically, the hospitality industry, being one of the largest industries in the world, has been affected by the decline in all forms of travel and tourism because of lockdown regulations instituted by governments.Research purpose: In recovering from the devastating impact of COVID-19, it is imperative that the hospitality industry retains committed employees to revitalise and rebuild the industry.Motivation for the study: The study reports on the impact of psychological contract and psychological capital on employee commitment within accommodation establishments.Research design, approach and method: The study followed a quantitative research approach and a survey as data collection method. A structured questionnaire was administered to nine graded accommodation establishments in the two main economic hubs of the Free State province, namely Bloemfontein and Clarens. Data we...
Thesis (D. Tech.) -- Central University of Technology, Free State, 2007In the face of internation... more Thesis (D. Tech.) -- Central University of Technology, Free State, 2007In the face of international crime and terrorism, private security together with public policing and the military is playing a crucial role. The domain of private security is a fairly neglected field of study, especially in South Africa, making this investigation a substantial contribution. With the focus on the impact of organisational culture on the levels of service delivery in South Africa’s largest security company, Group4 Securicor (G4S), a model is proposed for aligning organisational culture with levels of service excellence within the company. Data was collected by means of a structured questionnaire with a preceding pilot study. The Competing Values Framework (CVF) and the Baldrige criteria served respectively as guideline for the development of the culture and quality sections of the questionnaire. Although organisational culture and service excellence are well-researched topics, no other investigation applies these aspects to the private security industry. The results show that organisational cultural impacts on service excellence in G4S
South Africa should like the rest of the world embrace the Knowledge Age. This is not always an e... more South Africa should like the rest of the world embrace the Knowledge Age. This is not always an easy task as the country struggles with huge skill shortages that hamper progress. This is aggravated by the fact that national research outputs have declined since the 1990’s and existing knowledge producers (scientists) are ageing fast. South Africa has classical universities (which focus on pure academic programmes), Universities of Technology (that focus on career oriented education) and comprehensive universities (which are a combination of classical universities and UoTs). This paper centers on Universities of Technology (UoTs) with its relatively recent emergence as universities. UoTs were previously known as Technikons and were re-designed as UoTs by the Minister of Education in October 2003. The focus of UoTs is mainly on technologydriven training, development and research, essentially dove-tailing theory and practice. This is in line with similar institutions of higher education...
Research has two important objectives: the contribution to scientific discourse and the identific... more Research has two important objectives: the contribution to scientific discourse and the identification of solutions for the challenges societies, government, business and industry face. Research should be in the public domain. The publication and presentation of research results are important activities academics need to engage with. Through publications and presentations are societies informed of the positive influence and impact research can bring to them. This paper will focus on the importance of publications and how emerging scholars can be assisted to get their research published. A case study is presented of the Interim, an in-house academic journal.
The important impact of an organisation's cultural orientation is often not fully comprehende... more The important impact of an organisation's cultural orientation is often not fully comprehended by management and staff. Organisational culture as the 'soul' of an organisation forms the basis of all decisions that are taken in organisational context. In the Knowledge Age, where service delivery has become a crucial consideration organisations must be creative in dealing with its internal and external customers. In a competitive international environment organisations may find it difficult to apply the cultural principles that correspond with that of the Knowledge Age. This paper argues that in order for organisations to adapt successfully to the challenges of the Knowledge Age, they need to comprehend the fundamental influence of organisational culture, and how a focus on both internal and external stakeholders, could benefit the organisation. The arguments of this paper are based, in part, on an investigation of the organisational culture of a major private security com...
In their research as well as their teaching, universities of technology (UoTs) expect to be infus... more In their research as well as their teaching, universities of technology (UoTs) expect to be infused by the application of technology and to be integrally related to the world of work. At the same time, research at UoTs is characteristically innovatory, in the specific sense of transforming research discoveries into products or services that are user-oriented and commercially viable. Since practical problems and user needs do not respect disciplinary boundaries it follows, firstly, that such research at a UoT will in some sense not respect disciplinary boundaries, i.e. it will have to connect, cross, or integrate traditional disciplines. This paper seeks accordingly conceptually to differentiate the relevant senses of multi-, inter- and trans-disciplinary (MIT) research. It then characterises the fourteen current research programmes at Central University of Technology (CUT) in these regards, comparing the findings from interviews with the programme leaders with the insights of the au...
HIV and AIDS have a disrupting impact on all businesses by increasing costs and decreasing produc... more HIV and AIDS have a disrupting impact on all businesses by increasing costs and decreasing productivity. This applies, in particular, to South Africa, a country faced with extremely high HIV and AIDS infection rates which, in turn, are exacerbated by social and economic inequalities and poverty. Service-intensive industries such as the hospitality industry are more likely to be directly affected by the effects of HIV and AIDS, as their employees are expected to work long and strenuous hours. This study confirms that the effective implementation of HIV and AIDS policies could mitigate the detrimental effects of the disease in the hospitality industry, and presents the empirical findings of a study conducted at a major South African hotel group. MIV en VIGS beleidsimplementering : die geval van 'n vername Suid-Afrikaanse hotelgroep MIV en VIGS het 'n ontwrigtende impak op alle besighede aangesien dit koste verhoog en produktiwiteit verminder. Dit is veral van toepassing op Sui...
Die reuse vooruitgang in rekenaar- en kommunikasietegnologie het 'n nuwe betekenis aan die be... more Die reuse vooruitgang in rekenaar- en kommunikasietegnologie het 'n nuwe betekenis aan die beskikbaarheid van kennis gegee. Dit het die lewens van die moderne mens onomkeerbaar verander en die kennis-eeu ingelyf. Die geindustraliseerde wereld van die 1900s sou nooit die impak van kennis op die funksionering van organisasies in die 21ste eeu kon voorspel nie. Organisasies, insluitend universiteite, is soms nie ten volle toegerus om die eise en die uitdagings van die kennis-eeu te bowe te kom nie. Universiteite vervul 'n sleutelrol in die skepping, kodifisering en verspreiding van kennis, wat beteken dat kennisbestuur 'n integrale deel van hulle strategiee behoort te wees. Die artikel stel 'n raamwerk voor vir die konseptualisering van kennisbestuur binne hoeronderwys, wat as vertrekpunt kan dien vir die implementering van 'n kennisbestuurstelsel.
Wheelchair friendliness is an issue that needs to be taken very serious. Awareness should be crea... more Wheelchair friendliness is an issue that needs to be taken very serious. Awareness should be created so that the owners of the accommodation establishments have a complete knowledge about wheelchair friendliness. The population of the study covered 16 guest houses and 16 hotels in Bloemfontein and only 11 agreed to participate. Other guest house owners were not interested in the participation. Among those guest houses that participated, only few had wheelchair facilities. It showed that there is a lot of ignorance concerning the topic because other guest house owners thought they were wheelchair friendly, just because there is no step at the entrance. A checklist was compiled from literature and adminstered at each estabilshment.
Sustainability is a global concern for any organisation seeking to remain relevant and in busines... more Sustainability is a global concern for any organisation seeking to remain relevant and in business. In a developing country like South Africa, tourism has the potential to stimulate the economy and create jobs. The Free State and Northern Cape provinces are generally not at the top of the list for national and international tourists, although they are regions of great natural beauty and splendour. These provinces have many small towns and farming communities and thus extensive areas of rural land. This paper interrogates the sustainability issues related to tourism and reflect on the Volksblad Tourism Town of the Year Competition as a means of stimulating sustainable tourism in Free State and Northern Cape provinces.
The reasons, objects, means and methods for a transfer of scientific results to society are analy... more The reasons, objects, means and methods for a transfer of scientific results to society are analysed in the article. Among this, knowledge transfer - especially technology transfer - and on projects, especially joint projects with the aim of creating or transferring knowledge are concentrated upon. Success factors for bringing science to support socioeconomic development also receive attention.
In a diverse working environment such as the South African situation, it is imperative that issue... more In a diverse working environment such as the South African situation, it is imperative that issues surrounding cultural diversity, and its impact on employees should be examined. This article reflects on a study conducted in the South African security industry, as one of the few industries that utilise diverse work teams as part of their operational success. The rational for using work teams will be explained, with an emphasis on the team leaders. The model of Eales-White (1996: 26) was applied to the development of the team member questionnaire, and the subsequent results will be reported.
The contribution of tourism to the development of local regions is prolific, as it creates jobs a... more The contribution of tourism to the development of local regions is prolific, as it creates jobs and stimulates the economy (Lopez-Bonilla & Sanz-Altmira 2010; O'Sullivan & Jackson 2010; Saayman & Rossow 2011; Visser 2005). Events are an important motivation for tourists to travel. In this sense, there are three types of events: business events, sport events and festivals (Getz 2007). Festivals and festival tourism is a booming form of event tourism and the importance of festivals are recognized in both national and international spheres (Yang, Gu & Cen 2011). With this in mind, it is imperative that festival organisers have adequate information pertaining to the demographics and service delivery expectations of festival goers. The data for this investigation was collected during the 2013 Bloemfontein Vryfees and the findings report on the demographic composition of the festival goers and their service delivery expectations.
The main purpose of the study was to propose a framework to match the competencies of hospitality... more The main purpose of the study was to propose a framework to match the competencies of hospitality graduates with the expectations of hospitality industries in Ghana. The study adopted a qualitative research approach. Overall, 12 educators (five heads of departments and seven lecturers) were purposely selected from five (5) Technical Universities through a forum via Zoom to discuss the outcomes of the study in proposing the framework. The instrument used was a semi-structured interview guide. Thematic content analysis was used to analyse the data collected. The study results revealed that most of the educators, 10 (83.3%), were females and had worked for more than ten (10) years in the hospitality academic setting. The study revealed that there exists a gap between hospitality educators and the hospitality industry in Ghana. The study revealed that broader stakeholder consultation, student-related measures such as student orientation and specialization, technical/practical education,...
The emergence of the COVID-19 pandemic in 2020 and the associated lockdowns imposed by government... more The emergence of the COVID-19 pandemic in 2020 and the associated lockdowns imposed by governments exposed disparities in how organisations on different continents were prepared for unplanned uncertainties. While the global north organisations, with their advanced adoption of 4IR technologies, quickly moved in to find affordable ways to ensure business continuity, adjustments by organisations in the global south were challenged by lack of modern advanced affordable technologies. The abrupt adoption of technologies associated with the fourth industrial revolution [4IR] in the global south meant an increased emphasis on remote working - a concept that has been taboo, especially in South Africa. The adoption meant fitting into a new world of work, which requires agility, re-learning, and de-learning of skills. The chapter aims to unpack the work challenges organisations face in times of crises and what it means for employee development in an African context.
In this article, the argument is developed that workplace spirituality can be used within practic... more In this article, the argument is developed that workplace spirituality can be used within practical theology to understand developments within the workplace. This can enable the church to give effective guidance to the congregation on finding meaning and purpose within the workplace. The value of workplace spirituality for both practical theology (as science) and the church (as organisation) will be debated in this article. In this study, it is accepted that workplace spirituality is not the same as religion even though the two concepts are not disjoint. This study first attends to workplace spirituality and then to the role of practical theology in workplace spirituality. Based on the discussion of the difference between religion and spirituality, and what spirituality is, including the dimensions of spirituality, the working definition used in this study is that workplace spirituality engenders spiritual growth and development of employees which creates purpose, meaning, and commu...
Published ArtcleTourism has a positive impact on economic growth and development, especially for ... more Published ArtcleTourism has a positive impact on economic growth and development, especially for small towns and rural areas. This is especially applicable to the Free State Province that has numerous economic challenges, including the highest unemployment rate in South Africa. One way of attracting tourists to areas they might not normally visit, is through the development of tourism routes. In South African, the Maloti Drakensberg Route (MDR) is one of the longest tourism routes and a substantial section of the route runs through the Free State Province (Harrismith to Zastron). Tourism routes are usually managed by forums that need to oversee the effective management of routes. In this regard, the MDR is managed by the Maloti Drakensberg Route Forum (MDRF). Due to the importance of attracting tourists, the aim of this investigation was to assess the marketing and management effectiveness of the Free State section of the MDR. The research approach was both qualitative and quantitat...
Published ArticleThe tourism and hospitality industry faces major challenges of which a shortage ... more Published ArticleThe tourism and hospitality industry faces major challenges of which a shortage of professional industry-related skills is probably the most pronounced. Added challenges include recruiting and retaining staff within an industry that is intensely service-driven and customer-oriented. Staff should be suitably qualified and able to cope with the challenges of being service workers. It is thus vital that students who study or intend to study Tourism and/or Hospitality Management should be adequately informed about industry’s expectations and challenges, as well as the demanding work environment they can expect once they are employed in the industry. It is also imperative that industry stakeholders clearly articulate what is expected from graduates once they are employed. As there is often a mismatch between what the students and industry expect from each other, the aim of this paper is to address the expectations of both industry stakeholders and students. The study was...
Orientation: The coronavirus disease 2019 (COVID-19) pandemic has impacted all industries on a gl... more Orientation: The coronavirus disease 2019 (COVID-19) pandemic has impacted all industries on a global scale. Specifically, the hospitality industry, being one of the largest industries in the world, has been affected by the decline in all forms of travel and tourism because of lockdown regulations instituted by governments.Research purpose: In recovering from the devastating impact of COVID-19, it is imperative that the hospitality industry retains committed employees to revitalise and rebuild the industry.Motivation for the study: The study reports on the impact of psychological contract and psychological capital on employee commitment within accommodation establishments.Research design, approach and method: The study followed a quantitative research approach and a survey as data collection method. A structured questionnaire was administered to nine graded accommodation establishments in the two main economic hubs of the Free State province, namely Bloemfontein and Clarens. Data we...
Thesis (D. Tech.) -- Central University of Technology, Free State, 2007In the face of internation... more Thesis (D. Tech.) -- Central University of Technology, Free State, 2007In the face of international crime and terrorism, private security together with public policing and the military is playing a crucial role. The domain of private security is a fairly neglected field of study, especially in South Africa, making this investigation a substantial contribution. With the focus on the impact of organisational culture on the levels of service delivery in South Africa’s largest security company, Group4 Securicor (G4S), a model is proposed for aligning organisational culture with levels of service excellence within the company. Data was collected by means of a structured questionnaire with a preceding pilot study. The Competing Values Framework (CVF) and the Baldrige criteria served respectively as guideline for the development of the culture and quality sections of the questionnaire. Although organisational culture and service excellence are well-researched topics, no other investigation applies these aspects to the private security industry. The results show that organisational cultural impacts on service excellence in G4S
South Africa should like the rest of the world embrace the Knowledge Age. This is not always an e... more South Africa should like the rest of the world embrace the Knowledge Age. This is not always an easy task as the country struggles with huge skill shortages that hamper progress. This is aggravated by the fact that national research outputs have declined since the 1990’s and existing knowledge producers (scientists) are ageing fast. South Africa has classical universities (which focus on pure academic programmes), Universities of Technology (that focus on career oriented education) and comprehensive universities (which are a combination of classical universities and UoTs). This paper centers on Universities of Technology (UoTs) with its relatively recent emergence as universities. UoTs were previously known as Technikons and were re-designed as UoTs by the Minister of Education in October 2003. The focus of UoTs is mainly on technologydriven training, development and research, essentially dove-tailing theory and practice. This is in line with similar institutions of higher education...
Research has two important objectives: the contribution to scientific discourse and the identific... more Research has two important objectives: the contribution to scientific discourse and the identification of solutions for the challenges societies, government, business and industry face. Research should be in the public domain. The publication and presentation of research results are important activities academics need to engage with. Through publications and presentations are societies informed of the positive influence and impact research can bring to them. This paper will focus on the importance of publications and how emerging scholars can be assisted to get their research published. A case study is presented of the Interim, an in-house academic journal.
The important impact of an organisation's cultural orientation is often not fully comprehende... more The important impact of an organisation's cultural orientation is often not fully comprehended by management and staff. Organisational culture as the 'soul' of an organisation forms the basis of all decisions that are taken in organisational context. In the Knowledge Age, where service delivery has become a crucial consideration organisations must be creative in dealing with its internal and external customers. In a competitive international environment organisations may find it difficult to apply the cultural principles that correspond with that of the Knowledge Age. This paper argues that in order for organisations to adapt successfully to the challenges of the Knowledge Age, they need to comprehend the fundamental influence of organisational culture, and how a focus on both internal and external stakeholders, could benefit the organisation. The arguments of this paper are based, in part, on an investigation of the organisational culture of a major private security com...
In their research as well as their teaching, universities of technology (UoTs) expect to be infus... more In their research as well as their teaching, universities of technology (UoTs) expect to be infused by the application of technology and to be integrally related to the world of work. At the same time, research at UoTs is characteristically innovatory, in the specific sense of transforming research discoveries into products or services that are user-oriented and commercially viable. Since practical problems and user needs do not respect disciplinary boundaries it follows, firstly, that such research at a UoT will in some sense not respect disciplinary boundaries, i.e. it will have to connect, cross, or integrate traditional disciplines. This paper seeks accordingly conceptually to differentiate the relevant senses of multi-, inter- and trans-disciplinary (MIT) research. It then characterises the fourteen current research programmes at Central University of Technology (CUT) in these regards, comparing the findings from interviews with the programme leaders with the insights of the au...
HIV and AIDS have a disrupting impact on all businesses by increasing costs and decreasing produc... more HIV and AIDS have a disrupting impact on all businesses by increasing costs and decreasing productivity. This applies, in particular, to South Africa, a country faced with extremely high HIV and AIDS infection rates which, in turn, are exacerbated by social and economic inequalities and poverty. Service-intensive industries such as the hospitality industry are more likely to be directly affected by the effects of HIV and AIDS, as their employees are expected to work long and strenuous hours. This study confirms that the effective implementation of HIV and AIDS policies could mitigate the detrimental effects of the disease in the hospitality industry, and presents the empirical findings of a study conducted at a major South African hotel group. MIV en VIGS beleidsimplementering : die geval van 'n vername Suid-Afrikaanse hotelgroep MIV en VIGS het 'n ontwrigtende impak op alle besighede aangesien dit koste verhoog en produktiwiteit verminder. Dit is veral van toepassing op Sui...
Die reuse vooruitgang in rekenaar- en kommunikasietegnologie het 'n nuwe betekenis aan die be... more Die reuse vooruitgang in rekenaar- en kommunikasietegnologie het 'n nuwe betekenis aan die beskikbaarheid van kennis gegee. Dit het die lewens van die moderne mens onomkeerbaar verander en die kennis-eeu ingelyf. Die geindustraliseerde wereld van die 1900s sou nooit die impak van kennis op die funksionering van organisasies in die 21ste eeu kon voorspel nie. Organisasies, insluitend universiteite, is soms nie ten volle toegerus om die eise en die uitdagings van die kennis-eeu te bowe te kom nie. Universiteite vervul 'n sleutelrol in die skepping, kodifisering en verspreiding van kennis, wat beteken dat kennisbestuur 'n integrale deel van hulle strategiee behoort te wees. Die artikel stel 'n raamwerk voor vir die konseptualisering van kennisbestuur binne hoeronderwys, wat as vertrekpunt kan dien vir die implementering van 'n kennisbestuurstelsel.
Wheelchair friendliness is an issue that needs to be taken very serious. Awareness should be crea... more Wheelchair friendliness is an issue that needs to be taken very serious. Awareness should be created so that the owners of the accommodation establishments have a complete knowledge about wheelchair friendliness. The population of the study covered 16 guest houses and 16 hotels in Bloemfontein and only 11 agreed to participate. Other guest house owners were not interested in the participation. Among those guest houses that participated, only few had wheelchair facilities. It showed that there is a lot of ignorance concerning the topic because other guest house owners thought they were wheelchair friendly, just because there is no step at the entrance. A checklist was compiled from literature and adminstered at each estabilshment.
Sustainability is a global concern for any organisation seeking to remain relevant and in busines... more Sustainability is a global concern for any organisation seeking to remain relevant and in business. In a developing country like South Africa, tourism has the potential to stimulate the economy and create jobs. The Free State and Northern Cape provinces are generally not at the top of the list for national and international tourists, although they are regions of great natural beauty and splendour. These provinces have many small towns and farming communities and thus extensive areas of rural land. This paper interrogates the sustainability issues related to tourism and reflect on the Volksblad Tourism Town of the Year Competition as a means of stimulating sustainable tourism in Free State and Northern Cape provinces.
The reasons, objects, means and methods for a transfer of scientific results to society are analy... more The reasons, objects, means and methods for a transfer of scientific results to society are analysed in the article. Among this, knowledge transfer - especially technology transfer - and on projects, especially joint projects with the aim of creating or transferring knowledge are concentrated upon. Success factors for bringing science to support socioeconomic development also receive attention.
In a diverse working environment such as the South African situation, it is imperative that issue... more In a diverse working environment such as the South African situation, it is imperative that issues surrounding cultural diversity, and its impact on employees should be examined. This article reflects on a study conducted in the South African security industry, as one of the few industries that utilise diverse work teams as part of their operational success. The rational for using work teams will be explained, with an emphasis on the team leaders. The model of Eales-White (1996: 26) was applied to the development of the team member questionnaire, and the subsequent results will be reported.
The contribution of tourism to the development of local regions is prolific, as it creates jobs a... more The contribution of tourism to the development of local regions is prolific, as it creates jobs and stimulates the economy (Lopez-Bonilla & Sanz-Altmira 2010; O'Sullivan & Jackson 2010; Saayman & Rossow 2011; Visser 2005). Events are an important motivation for tourists to travel. In this sense, there are three types of events: business events, sport events and festivals (Getz 2007). Festivals and festival tourism is a booming form of event tourism and the importance of festivals are recognized in both national and international spheres (Yang, Gu & Cen 2011). With this in mind, it is imperative that festival organisers have adequate information pertaining to the demographics and service delivery expectations of festival goers. The data for this investigation was collected during the 2013 Bloemfontein Vryfees and the findings report on the demographic composition of the festival goers and their service delivery expectations.
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