Electronic Theses and Dissertations (PhDs)

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Browsing Electronic Theses and Dissertations (PhDs) by SDG "SDG-8: Decent work and economic growth"

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    The use of self-service technologies (interactive screens) in enhancing the shopping experience in selected South African shopping malls: a consumer/shopper perspective
    (2023-07) Uta, Lloyd
    With the South African consumer market continuously evolving, it is imperative for shopping-mall owners to create more innovative shopping ways to satisfy the needs of the 21st century South African consumers. One of the innovative ways is to provide the use of self-service technologies (SSTs), which reportedly provides consumers positive cognitive, affective, and sensory customer experience benefits. Using SSTs in banks, shopping malls, hotels and other business environments have become a trend as customers do not only enjoy fresh and actionable experiences, they also get service quality, efficiency and entertainment that can be better and consistent than the human services. Despite these benefits, emerging markets such as India and South Africa respectively are slow to adopt SSTs, especially in the shopping mall environment. This study integrated relevant elements of technology acceptance model, diffusion of innovation theory, theory of planned behaviour and the flow theory to examine SST site factors (i.e., user interface, aesthetics and authenticity), the technology-related factors (i.e., relative advantage, complexity, perceived ease of use[PEOU], perceived usefulness [PU]) and consumer factors (i.e., subjective norms, perceived behavioural control, enjoyment and concentration) driving attitudes and behavioural intentions to use SSTs at some selected shopping malls in Johannesburg. The mediating roles of PU, PEOU and attitudes were also tested. Based on proximity to the researcher’s resident and malls similarities in size, ranking, and social class (i.e., middle and higher income) and socio-economic profiles of shoppers, the researcher selected three contemporary shopping malls which have been identified as super regional centres. These malls were Mall of Africa, Rosebank and Sandton City malls. Additionally, the malls have installed SSTs like information kiosks or interactive screens. A quantitative research study was conducted with data collected successfully from 260 respondents and analysed using structural equation modelling with Smart PLS. Sobel’s test was used to test mediation. Findings revealed that user-interface and aesthetics and authenticity positively impacted PU and PEOU. The PU and PEOU with relative advantage drove attitudes to adopt SSTs, which with perceived control, subjective norm and enjoyment were positive and significant drivers of behavioural intention to use SSTs. The mediating effects of PU, PEOU and attitudes were significant. Managerially, drivers of shoppers’ attitudes and intentions to adopt SSTS are exposed. Theoretically, the study’s integrated model enriches the explanation of the acceptance of a technology, that is SST, especially in emerging market and multicultural context.
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    YouTube: Video Commercialization, Value Creation and Identity
    (University of the Witwatersrand, Johannesburg, 2021-12) Dlamini, Gabby Sipho; White, Hylton
    Social media has been blamed for promoting unrealistic flashy lifestyles and an increase in influencer brand marketing. The outcome of this is said to put extreme pressure on individuals to maintain a certain lifestyle to the detriment of their self, promoting a performance of life rather than real life experiences, resulting in the breakdown of social bonds. Yet social media platforms such YouTube, Twitter, Instagram and many others are growing at considerable rates, despite all the critiques. The thesis overall questions how YouTube vloggers turn the intangible value of activities in everyday life into monetary income by attracting online audiences to their vlogs. The research is located as part of transformations taking place in late capitalism, that used to characterise the organisation of labour and, therefore, society in nineteenth and twentieth-century iterations of modern capitalist society; and the changing concepts of “private” and “public” that are described as part of the technological development and integration into our everyday lives. This thesis traces the changing structures and relationships between YouTube, YouTubers and viewers as the economy of YouTube has continued to grow. Whilst influencer brand marketing and social media reach are popularly viewed as detrimental to the individual and society, this thesis argues against this general view. Instead, I argue that in the wake of influencer marketing and the financial economies, embedded within YouTube and other social media, new ways of being and belonging are being negotiated. This thesis, using ethnographic data, focuses on these new ways of being and belonging by explaining how ideas of value, suspicion, affect, and digital footprint are factors in creating online community ties and online identities that continue inside and outside of the online space.