Journal of Contemporary Management - Volume 12, Issue 1, 2015
Volume 12, Issue 1, 2015
Source: Journal of Contemporary Management 12, pp 1 –19 (2015)More Less
Value for money is a complex concept and might differ between people, events and industries. The perceptions towards value for money may be influenced by a number of factors. Thus, the aim of this research was to determine the factors that influence value for money as well as the relationship between travel motives and value for money when attending a live music performance.
To achieve this goal, a survey was conducted at two Eagles concerts in South Africa. 889 usable questionnaires were obtained. Factor analyses in SPSS were carried out and a regression analysis was used to further analyse the data.
Findings from this research entailed four factors concerning value for money: performance quality, ancillary quality, souvenirs and exchange rate. The research further highlighted a strong relationship between value for money and motives, with performance quality (PQ) being the most significant. This study makes a valuable contribution to the industry in terms of literature and knowledge.
Source: Journal of Contemporary Management 12, pp 20 –39 (2015)More Less
The mining industry in South Africa faces unprecedented challenges where it has been proposed that this sector can only become sustainable if it focuses on developing new innovative processes to overcome constraints and creates a competitive advantage through corporate entrepreneurship activities. Firms that exhibit entrepreneurship are typically viewed as dynamic, flexible entities prepared to take advantage of new business opportunities, where they explore new business domains and new ways of conducting business.
This study empirically tests levels of entrepreneurship amongst firms in the South African mining industry and identifies potential links to different types of corporate entrepreneurship strategies that are used to ensure sustainability.
Results from a survey support the hypothesis insofar a significant and positive relationship is observed between the entrepreneurial dimensions of innovativeness, proactiveness and corporate strategies of internal corporate venturing, cooperative corporate venturing, strategic renewal, as well with organisational rejuvenation and business model reconstruction.
Author V. NaidooSource: Journal of Contemporary Management 12, pp 40 –60 (2015)More Less
Each year within South Africa the university environment becomes increasingly more competitive, as every university in the country aggressively competes for the same pool of students. To succeed a South African university has to meet this challenge and become more customer orientated. Thus, service quality can be a determining factor when students choose a university.
It is important therefore that university management identify the service quality variables within a university and understand how it affects the students and staff within the university. In this paper the study undertaken aims to look at staff and student perceptions on service quality. In this study the researcher developed the questionnaire by adapting the SERVQUAL instrument developed by Parasuraman et al. (1985) to the quality dimensions peculiar to tertiary education environment.
The findings of the study recorded that staff and students were dissatisfied with the service offerings made to them at the university's five campuses. Further, the relevant quality gaps for tangibles, responsiveness, reliability empathy and assurance were identified for staff and students and reported on. Recommendations that could help close the quality gaps found between the staff and students have also been identified.
Integrated strategic healthcare management control techniques for effective performance of the South African public healthcare systemSource: Journal of Contemporary Management 12, pp 61 –84 (2015)More Less
This paper examines what is and what ought to be the integrated strategic healthcare management control techniques for improving monitoring and evaluation of activities in the South African public healthcare system. Conceptual analysis was used as the main qualitative research technique. It involved three main phases of evaluation, namely; the analysis of theories on strategic management control techniques, the evaluation of documents used as control mechanisms in the Department of Health, and comparison of theoretical findings with management practices in the Department of Health.
The interpretation of management control theories indicated that the effectiveness of integrated management control technique is predicted by the use of a combination of pre-control, concurrent control and post-control techniques. However, a comparison of these theoretical findings with practices in the Department of Health signified greater preponderance of managers to mainly rely on post control techniques, as the importance of feed-forward and concurrent management control systems are underestimated.
In effect, the paper proposes that the development and use of a single conceptual framework that integrates precontrol, concurrent and post- healthcare management control techniques would provide the appropriate mechanism for improving evaluation and control of healthcare activities, and subsequently, the overall performance of the South African public healthcare system.
Source: Journal of Contemporary Management 12, pp 85 –103 (2015)More Less
This study identifies and explains the key success factors of start-up and growth ventures receiving support by a sponsor organisation. Large amounts of money to develop entrepreneurs are channelled yearly to expand sponsor businesses. No guarantee exists that the selection process gives consistent results or that the key success factors are clearly identifiable before the support allocation takes place.
The research investigated nineteen ventures associated with a specific sponsor. Entrepreneurs were interviewed based on their own specific venture, own perceptions of success factors, self-evaluated personal attributes, specific context and support services received. Although the key success factors varied, all the entrepreneurial ventures had fundamental similarities. That success is relative, and not attributable to one factor, but achieved through a range of elements are confirmed.
The value of the study is the range of contributing factors to meaningfully allocate resources. It also directs training focuses that must support sponsor programs.
Inside-out mindsets and quality of health services : a case of Kampala Capital City Authority referral hospitalsSource: Journal of Contemporary Management 12, pp 104 –125 (2015)More Less
In the contemporary health service setting and the era of the health service client, delivering quality health service is an integral part of the ongoing strategy of most health service providers.
The aforementioned strategy notwithstanding, this study investigated whether medical staffs understand their patients' expectations (known as Gap 1) in the five referral hospitals in Kampala City Capital Authority. Samples of 146 medical staffs and 215 patients from 5 referral hospitals were investigated. Pilot tests indicated that the instruments had good internal consistency, with all Cronbach's alpha reliability coefficients greater than 0.9. Two focus group interviews were conducted for each sub-sample. Structural equation modelling was used to test the theory through confirmatory factor analysis and goodness-of-fit tests. Goodness-of-fit tests established that the model did not fit the sub-sample data.
The independent samples t-test indicated that a positive Gap 1 existed among medical staffs in KCCA referral hospitals; hence they did not understand their patients' expectations. Qualitative findings also showed that Gap 1 existed among medical staffs. This study should be replicated in countries that mirror the socio-economic characteristics of Uganda. A methodological contribution through adoption of triangulation approach was made.
Author S. HenningSource: Journal of Contemporary Management 12, pp 126 –143 (2015)More Less
The telecommunication company NanoConnect reflected declining year-on-year customer satisfaction scores. Based on existing quantitative research results, customer experiences were qualitatively explored and the findings mapped onto selected themes of the system psychodynamic model to describe consumer wellbeing. The model integrates concepts from system psychodynamic theory and positive psychology.
Firstly, the purpose of the research was to gain a deeper understanding of the organisation's declining customer satisfaction scores. Secondly, quantitative data from existing research results were triangulated with the qualitative data of this study to explore the original findings further. Thirdly, the research purpose was to determine whether the system psychodynamic wellness model could be applied to describe consumer wellbeing.
Four main themes emerged, namely Poorly defined brand identity, Perceptions of competitors, Limited customer contact and Limited range of products and services. These themes were integrated with the themes Identity, Hope and Love of the System psychodynamic wellness model.
The unique contribution of the study being reported here includes the application of a psychological wellness framework to the findings of the qualitative customer satisfaction research.
Source: Journal of Contemporary Management 12, pp 144 –163 (2015)More Less
Reverse logistics costs add seven to ten per cent of the total cost of goods sold and it is three times more expensive to process the return logistics costs than forward logistics costs. In recent years, with increasing environmental awareness and cost pressure, businesses and supply chains are becoming more aware of the importance of reverse logistics.
An in-depth study of reverse logistics has revealed that reverse logistics is a complex process with numerous problems and challenges. Many organisations are not prepared to do or do not have the necessary knowledge to deal with reverse logistics. As a continuation of the in-depth study and by means of a literature study this article explores the possibility of outsourcing of the reverse logistics process to third party logistics providers to alleviate the problem of managing the function internally.
It can be concluded that outsourcing to third-party reverse logistics providers is indeed a means in which organisations and supply chains can overcome numerous problems and challenges in reverse logistics. The findings of this study are presented in a conceptual framework that may serve as a guide for further empirical studies and managers who are considering the outsource decision for the reverse logistics function.
Exploring employee satisfaction and leadership attributes within the research industries in Gauteng ProvinceSource: Journal of Contemporary Management 12, pp 164 –183 (2015)More Less
The purpose of this study was to identify the key attributes that affect employee satisfaction in the market and social research industries in Gauteng Province, South Africa. The data used for the analysis was collected face-to-face from employees using a quantitative questionnaire. An overall Cronbach alpha of 0.982 showed that the results are statistical reliable.
The study found that a statistically significant relationship exists between employee satisfaction and leadership attributes within the market and social research industries in Gauteng Province. Issues of corporate climate and leadership were important determinants of overall employee satisfaction. The key drivers of employee satisfaction were identified to be job security, commitment or adherence to agreements, relative remuneration, company culture, conflict resolution and ethical considerations by management. Critical leadership factors that were identified included sharing vision of the company into the future, assisting and giving feedback to employees. Exploratory factor analysis results showed that the data was best explained by four factors. The data was also classified into four strategic quadrants derived from the standardised beta coefficients of the attributes derived from regression analysis.
Leadership and management must put in place well thought systems that allow employees to effectively utilise their potential in order to perform at their level best to optimise labour productivity. The researcher recommends that leadership should be delineated across all the different levels within the companies to ensure that all employees understand the operations of the company in order to achieve their optimum operational levels.
Relationship marketing dimensions predicting customer loyalty towards independent financial advisersSource: Journal of Contemporary Management 12, pp 184 –207 (2015)More Less
Independent financial advisers are in a great position to provide customised financial training and planning to their clients and through their services can assist the National Treasury in creating a more financially responsible nation. To succeed over the long term, however, it would be imperative for these advisers to build good relationships with their clients and ensure they remain loyal. As such, this article aims to provide more insight into relationship marketing dimensions that independent financial advisers could employ to create a loyal client base.
The study population consisted of all clients of independent financial advisers in the North-West Province of South Africa. The convenience non-probability sampling technique was applied and standard multiple regression analysis as well as the independent sample t-tests was used to analyse the findings obtained from the 139 self-administered questionnaires that were returned.
From the results it became evident that only commitment and customer satisfaction can be viewed as true predictors of customer loyalty.
Ultimately, the contribution of this article is to provide guidelines to independent financial advisers for maintaining a loyal client base that will enable them to strategise with their clients over the long term, achieve their saving goals, and become financially independent.
Botho values and beliefs as a leadership style : the maturation of the studies in effective leadershipAuthor L.E. JowahSource: Journal of Contemporary Management 12, pp 208 –225 (2015)More Less
Botho as a culture is a way of life which informs the way a typical African would lead, interact and socialise. Culture is not genetic but we all are born into a culture, yet culture affects human behaviour and dictates how people perceive things. The originality of cultural values becomes questionable with such diverse values, beliefs, and attitudes in this global village.
Inter-cultural interactions and cross-cultural mobility compounded by education, technology, and political interactions has influenced the botho value systems and beliefs. Botho cannot claim to be original given the colonisation of Africa and subsequent impact on cultural values. However, there are remnants of botho value systems in different varieties throughout the African continent. The fundamental beliefs and values are largely unshaken, though tainted with uncomfortable colonial intrusions which distort the traditional African perceptions about behaviour.
The paper extracts the current botho values that inform leader-follower relationships, which are in agreement with the modern leadership philosophies in our current leadership. The African values are based on the philosophy that; "you are who you are because of other people." Emphasis is on respect for the elderly, communalism (team-work), and the philosophy of one-hand-washes-the-other as norms found in the botho value system.
Source: Journal of Contemporary Management 12, pp 226 –248 (2015)More Less
This paper reports on an empirical study conducted among a sample 133 employees of private higher education institutions in Kenya, to examine the relationship between perceived service quality (SQ) and customer satisfaction (CS), using the HEdPERF instrument. Although service quality was measured using six dimensions namely: academic, non-academic, reputation, access, programmes and understanding, by using structural equation modelling, the six SQ dimensions needed to be collapsed into four, since these were significant to the employees' of private universities. The results partially support the proposed conceptual model that non-academic, access, academic and reputation dimensions have a positive and significant influence on the employees' SQ perceptions, and in turn influences their satisfaction. It can be inferred from the findings that university quality should not only be looked at in terms of academic activities alone, as non-academic aspects also need to be considered since they are deemed important to the employees. Since universities are in both national and international competition, management should aim at ensuring that all services i.e. physical, implicit and explicit are delivered to acceptable standards to realise increased satisfaction.
The fight against counterfeit products in Zimbabwe : a case study at a South African automotive component manufacturerAuthor M.J. NaudeSource: Journal of Contemporary Management 12, pp 249 –267 (2015)More Less
Counterfeiting is a significant widespread problem, which is growing in scope and the economic and social impact is considerable. In spite of legislation, legal enforcement and efforts to fight counterfeits, the number of counterfeits available in the market increases. This study contributes to an understanding of counterfeiting within a Zimbabwean context.
This study attempts to provide insight into a South African automotive component manufacturer's fight against counterfeit products in Zimbabwe. Data were gathered through in-depth semi-structured interviews with two senior executive members of the participating company who deal with counterfeiting matters. The results were analysed using thematic analysis.
Recommendations to address counterfeits include the following: educating the stakeholders at the source; advertising and promotions; investigation and surveillance; creating new packaging; and legislation. There is a dearth of research on counterfeiting and this article provides a contribution to the existing body of knowledge, by demonstrating how brand owners can detect and fight counterfeiters.
Creativity and flexibility : essential skills in training learners for a potential entrepreneurial careerAuthor A. MeintjesSource: Journal of Contemporary Management 12, pp 268 –288 (2015)More Less
Following an entrepreneurial career is a viable way out of the disconcerting problem of unemployment among the youth aged 15-34 in South Africa. The greatest challenge in resolving this predicament is the creation of more jobs, and entrepreneurship might offer a way towards this aspiration, but potential young entrepreneurs, many of who don't pursue tertiary education after leaving school, don't necessarily have the required education or training in entrepreneurship.
Literature suggests that creativity and flexibility are among the essential skills needed for a successful entrepreneurial career. This research aimed to determine whether active learning in a business simulated set-up at secondary school level would enhance learners' creativity and flexibility competencies. These competencies of a specific group of grade 11 learners were tested before and after they had been exposed to an enriched Business Studies curriculum. Assessments were done quantitatively through a questionnaire based on different given scenarios, as well as qualitatively through observation and interviews.
The findings revealed that this intervention enhanced these learners' entrepreneurial competencies regarding creativity and flexibility considerably. Implications are that real-world exposure in a business simulated set-up, has the potential to give birth to successful entrepreneurial careers and also contribute to an accelerated pace of economic growth and job creation.
Source: Journal of Contemporary Management 12, pp 289 –312 (2015)More Less
Although worker co-operatives form an integral part of the South African government's social and economic development efforts, these entities have so far not lived up to expectations.
Based on the findings in previous studies, this research represents an endeavour to indicate that worker co-operatives have to achieve business success before they can achieve any social impact. For this reason, criteria for worker co-operatives to be classified as successful have been established and business success factors determined. The general conditions within South African worker co-operatives and the way in which these entities are managed and operated were investigated. The 111 respondent worker co-operatives were evaluated against the specified business success factors in order to establish the challenges they experience and management and operational shortcomings were investigated. Furthermore, a comparison was drawn between the management and operations of the more successful and those of unsuccessful co-operatives to establish differentiating factors. The article also contains a comment on the impact which these worker co-operatives would have on their communities, given their current circumstances.
The results of the research clearly indicate the need for a different approach to worker co-operative development in South Africa. The article also aims to serve as indication of what possible future research is needed in respect of the management and operations of worker co-operatives.
Critical core competencies required for effective project leadership in the presence of the authority gapSource: Journal of Contemporary Management 12, pp 313 –335 (2015)More Less
Project management is arguably the fastest growing discipline as organisations move into the euphoria of projectification of their operations. The industry has suddenly realised the effectiveness of management-by-projects as a solution to effectively and efficiently execute operations.
Yet the process of executing a project is bedevilled by high failure rates, conflict - ridden and highly politicized because of authority gap. The matrix structure and the resultant dual loyalty by the employees and the presence of the authority gap with the project manager create the lack of direct access to resources by the project leader. The current increase in the demand for management-by-projects will translate into a demand for effective project practitioners. To date, extensive leadership studies have not provided a universal one-stop-leadership-style with clearly defined critical core competencies for effective leadership.
Findings of this research throw new light on the importance of empowerment of the project manager, interpersonal relationship skills, extroversion, genuineness of senior management, and the responsiveness of the project leaders as indispensable must haves. These critical competencies will therefore facilitate the project execution process and allow the empowered project leader the ability to reduce the high project failure rate and cut down on the high cost overruns.
Author R.G. DuffettSource: Journal of Contemporary Management 12, pp 336 –359 (2015)More Less
Generation Y is the first high-tech generation and is completely dependent on mobile devices and social media to complete various daily tasks, since these individuals have grown up in an epoch of rapid technological innovation and development. Social media's escalation in popularity has been noticed by organisations who desire to find new ways to reach young online communities. Mxit is a social network site in South Africa that allows marketing managers to communicate with consumers via a number of marketing communication options.
A steady flow of literature has emerged on social media as a marketing communication tool over the past five years, primarily from first-world countries, academic research has not kept pace within South Africa. Hence, the primary objective of this investigation was to establish Generation Y's purchase intentions and purchase sentiment towards Mxit advertising.
A survey method was utilised to collect 1 228 self-administered questionnaires from Generation Y respondents. Mxit advertising was confirmed to have relatively positive behavioural responses and several demographic and usage variables also had a significant effect. This study has added to the relatively small pool of data to assist academics and practitioners to understand the influence of Mxit advertising on South Africa's youth.
Author R.V. WeeksSource: Journal of Contemporary Management 12, pp 360 –378 (2015)More Less
The client assumes centre stage in managing the services encounter, both in terms of service expectations and the service experience itself, aspects that in practice are complex to manage as they entail a human dimension of subjectivity. The literature tends to adopt a more traditional recipe-based "scientific management" approach, while in practice it would appear that a complex adaptive systems (CAS) approach may be more effective in managing the services encounter. It is an approach that embodies a multidisciplinary systems perspective that focuses not only on the on-stage encounters but also on the backstage support systems that play a key role in ensuring client satisfaction. The research consequently adopts a multi-disciplinary review of the literature relating to the management of service encounters to gain an insight into the two contrasting approaches. An important finding that emerges from the research is that the service encounter is emergent in nature and thus extremely complex to manage in practice, while the back and front stage systemic integration and management appear to adopt a more contemporary management approach.
Synchronisation of the process of quantitative and qualitative monitoring and evaluation of activities in public sector organisationsSource: Journal of Contemporary Management 12, pp 379 –400 (2015)More Less
This article examines how synchronisation of quantitative and qualitative M&E methods predicts effectiveness of activities' monitoring and evaluation to enhance the successful implementation of different government projects. While using qualitative research method and meta-synthesis as a technique of conceptual analysis, critical analysis was accomplished according to three main stages that include: (1) analysis of core M&E theories, (2) critical review of M&E practices in the South African public sector, and (3) comparison of findings on core M&E theories with practices in the South African public sector. Findings indicated that linking quantitative to qualitative M&E measures influences effectiveness of monitoring and evaluation. However, no single theory or conceptual framework was found to elucidate on the essence of linking quantitative to qualitative M&E measures. Such conceptual shortfalls were also found to be evident in the South African public sector in which the evolution of monitoring and evaluation has been mainly quantitative. The study filled such a gap by postulating a strategic framework for enhancing the synchronisation of the processes of quantitative and qualitative monitoring and evaluation.
Source: Journal of Contemporary Management 12, pp 401 –425 (2015)More Less
Employee engagement is at the top of management agendas because it is associated with a range of benefits. A number of instruments are available to measure engagement. However, the validity of widely used instruments measuring engagement was found to be less than optimal. Consequently the authors set out to validate a scale measuring engagement concurrently at the individual and organisational levels in a diverse, multicultural (South African) context, reported here. Study 1 collected survey data from employees, reflecting the profile of typical South African employees, in one company using a web-based questionnaire. Exploratory factor analysis (EFA) was used to determine the factorial structure and Cronbach's alpha was used to establish the internal reliability of the scale and its subscales. The internal reliability and construct validity were confirmed by means of confirmatory factor analysis (CFA) in study 2. The statistical analyses showed that employee engagement, a distinct construct, consists of six factors representing the different hierarchical levels of the organisation. Originality/value of this paper includes that it is one of the first studies to validate a scale measuring engagement concurrently at the individual and organisational levels in a diverse, multi-cultural context, building on existing research, thus advancing understanding of the construct.