Journal of Contemporary Management - Volume 7, Issue 1, 2010
Volume 7, Issue 1, 2010
Source: Journal of Contemporary Management 7, pp 1 –21 (2010)More Less
Governance in general is becoming increasingly important in contemporary management, but specifically the governance of Digital Forensics. In order to manage governance disciplines effectively, closer attention needs to be paid to the technical aspects of specialised fields covered within an organisation. This paper presents a novel, scientific definition of Digital Forensic (DF) governance and a preliminary best practice framework.
Similar to other existing organisational governance disciplines, DF governance assists organisations in guiding the management team and stakeholders in setting up mandates and expected actions from the organisation's incident response team. The DF governance framework is designed with a strong input from related governance disciplines, as well as a sound knowledge of the DF discipline. It can support and supplement the role technology and information plays within the business environment. The adoption of this framework by organisations will serve as internal guidance document when addressing digital incidents and attacks.
Source: Journal of Contemporary Management 7, pp 22 –33 (2010)More Less
Barter trade is often associated with high levels of inefficiencies when compared to modern monetary transactions. Despite this, there has been a reported resurgence of this trade worldwide since the 1990's. This resurgence has however not been matched with research interest in the field. This paper aims at empirically investigating the use of barter trade in the South African media industry. Data was collected from a sample of 70 media organisations. A structured questionnaire looking at a number of issues relating to barter trade including current use; past practices and future prospects regarding use; products commonly accepted and perceived benefits was used to collect the data. The results show that use of barter trade is a very common practice in the South African media industry and many firms in the industry plan on continuing to engage in the practice. A wide range of products are commonly accepted in barter deals including advertising / media space, travel and hospitality services as well as various types of fixed assets. The findings show that both barter practitioners and non-practitioners perceive a lot of benefits associated with barter trade. The high barter trade prevalence in the media industry offers opportunities for firms to better manage their promotional efforts without incurring huge cash outlays.
BBBEE ownerships issues in Cape Peninsula-based advertising agencies : a multiple case study approachAuthor R.G. DuffettSource: Journal of Contemporary Management 7, pp 34 –55 (2010)More Less
The advancement of transformation has been a protracted and complex process, but the South African (SA) government has made some degree of progress with the gazetting of Black Economic Empowerment (BEE) legislation over the past decade. The SA advertising industry received criticism for its sluggish transformation progress, which led to allegations of racism in the early 2000s. Consequently, the main purpose of this study is to examine the benefits and challenges emanating from the Cape Peninsula-based advertising agencies' efforts to attain the Broad-Based Black Economic Empowerment (BBBEE) Codes of Good Practice (Codes) scorecard and Marketing, Advertising and Communication (MAC) transformation charter ownership targets. The multiple case study approach was applied and a semi-structured interview guide was used to extract a wealth of data from the Cape Peninsula advertising industry. The results revealed numerous problems and benefits as a consequence of the agencies deliberate attempts to achieve the targets.
Source: Journal of Contemporary Management 7, pp 56 –70 (2010)More Less
Over the past few years, increasing attention has been given to the importance of emotional intelligence (EQ) in the project environment. Project managers and project team members are faced with increasing amounts of stress and responsibilities with regard to project deliverables in a constantly changing environment.
The key focus of the research study reported in this paper was to determine whether the success of project managers in the aviation industry is associated with how they master the use of EQ skills and also whether a specific EQ clusters plays a more important role in the effective management of aviation projects. The paper focused on project managers and project team members involved in aviation projects inside of South Africa.
The first step of this research was to conduct a comprehensive literature study on EQ, project human resource management and the aviation industry. It was decided to use the EQ model, as proposed by Daniel Goleman, as a basis for the research study. The next step was to generate a questionnaire and to gather data. The results are based on the perceptions of 84 respondents. The questionnaire used in this study was adapted from a questionnaire developed during a previous study. The four clusters consist of the quadrants of : self-awareness, self-management, social awareness and relationship management. EQ was found to be an important attribute for project managers in the aviation industry and all the quadrants were found to be of equal importance.
Source: Journal of Contemporary Management 7, pp 71 –93 (2010)More Less
This article sets out to investigate the extent to which SMEs in the Nelson Mandela Metropole evaluate corporate social performance and taking care of stakeholder concerns. To achieve the research objectives, a comprehensive literature study was conducted as to provide a theoretical framework for the empirical study. Self-administered questionnaires were distributed to a non-probability convenient sample of 228 SMEs in the designated region. To investigate the relationships between the independent and dependent variables, twelve null-hypotheses were tested. Perceptions regarding evaluating social performance, stakeholder concerns and classification data variables were tested. The results revealed highly significant relationships between these variables. SMEs should disclose their social and environmental performance alongside their financial performance. By accepting and practising social performance obligations and sustainable development principles, SMEs would be more responsive towards the concerns and needs of owners / investors, customers, employees and the community. Practical guidelines are provided for evaluating social performance from a stakeholder perspective.
The process of business assistance to small and medium enterprises in South Africa : preliminary findingsSource: Journal of Contemporary Management 7, pp 94 –109 (2010)More Less
Much assistance is provided to SMEs in South Africa, but many SMEs still fail or exit the market. The question that frequently arises is whether assistance to SME owners actually positively influences their success rate. Research was conducted to determine how seemingly successful SMEs in South Africa are assisted. SMEs owners in South Africa were interviewed to ascertain how they were assisted. The focus was on determining what type of assistance successful SME owners were receiving. The research was conducted in an attempt to find means of assisting SME owners in ways that would enhance their success rate. The results of the study indicated that although the SME owners mostly sought assistance in the areas of finance, marketing and human resources, they indicated that it was not the assistance that made them successful, but factors such as the product type, product quality and marketing. This indicates that assistance should probably be sought in the areas of product and marketing even before starting a business, and only thereafter in the areas of finance, marketing and human resources.
Author R. WeeksSource: Journal of Contemporary Management 7, pp 110 –128 (2010)More Less
The boundaries between the manufacturing of products and the provision of service are increasingly breaking down and becoming blurred as institutions implement servitization strategies. It is suggested that there are, however, two very pertinent hurdles that need to be overcome in implementing such a strategy, namely culture transformation and the development of a new set of skills required for dealing with service provision. These challenges confronting management were analysed on the basis of a multidisciplinary literature research and the findings emanating from the study are briefly dealt with in this paper. A particularly important finding relates to the fact that in addition to manufacturing technological skills, a far wider range of multidisciplinary skills are required and these within a South African context are not always readily available. In addition it was found that traditional management paradigms of culture transformation may not be all that effect in dealing with a very complex servitization contextual setting. These findings and the insights gained from the research study could be of value to executives and managers of South African manufacturing institutions who are considering implementing a servitization strategy.
An investigation into South African consumers' willingness to purchase new Chinese and Indian motor vehiclesSource: Journal of Contemporary Management 7, pp 129 –145 (2010)More Less
This paper aims to understand the willingness of South African consumers to buy Chinese and Indian cars, especially in the face of an unfavourable economic outlook. To do so, purchase behaviour of low-end motor vehicle buyers was investigated at an exploratory level. Perceived quality and perceived value, as expected, were found to be pivotal factors in the car purchasing decision process. A further aim was to identify which demographic groups are more willing to buy Chinese and Indian car brands. Demographic variables such as ethnicity, gender and income group, inter alia, were found to play a significant role in influencing consumers' choice of cars. The study found that the mainstream market (particularly non-white consumers) was receptive to the notion of buying Asian cars, but that these consumers were only willing to spend between R 50 000 and R 100 000 on vehicles. Nonetheless, opportunities certainly exist for the sale of these brands within South African market.
Source: Journal of Contemporary Management 7, pp 146 –166 (2010)More Less
This research sought to identify the institutions that provide services to Small Micro and Medium Enterprises (SMMEs) then determine their accessibility to micro and very small enterprises in South Africa's townships. The study sought the nature of services provided and extents to which township entrepreneurs were satisfied with the services.
Lack of comprehensive and coordinated information about institutions that provide services to SMMEs in South Africa instigated this study. SMMEs In South Africa require services that address : (i) management constraints that hinder the growth of SMMEs form survivalist stage to higher levels, (ii) incapacity to cope with the rapidly changing global competitiveness and (iii) inability to leverage policy interventions that government has provides. Effective service would make SMMEs sustainable, able to address unemployment, redress inequality and make the South Africa's Gross Domestic product.
A review of documents and literature available in websites identified seventeen service providers to SMMEs. A structured interview was conducted and four different categories of institutions were identified. Researchers posed as SMME owners wishing to access services by browsing websites, using telephone and face to face enquiry.
A representative sample of support institutions was identified and four categories namely : State Agencies, NGOs, Not-for-Profit Organisations, For-Profit Organisations and Corporate found Businesses.
A theoretical analysis of the mediating role of customer relationship management performance on customer retention in South African motor dealershipsSource: Journal of Contemporary Management 7, pp 167 –190 (2010)More Less
In the modern era which is highly customer-centric, prioritising customer metrics such as service quality, customer satisfaction, customer loyalty and customer value is a strategic weapon in attracting and particularly retaining existing customers. Viable marketing strategies for any organisation predominantly in the motor dealership services sector must endeavour to ensure that these metrics prevail, in order to build and sustain competitive advantage. To accomplish this, motor dealership managers need to reinforce the performance of Customer Relationship Management (CRM) activities. Although there is a significant body of literature about the concepts of customer value, service quality, customer satisfaction and customer loyalty, there is limited empirical research on how these improve CRM performance and the ultimate influence on customer retention. Hence, this article presents a normative framework that seeks to understand the effects of customer evaluation metrics on CRM performance, and the mediating role of CRM performance on customer retention.
Source: Journal of Contemporary Management 7, pp 191 –207 (2010)More Less
The total customer experience is a sustainable and relevant strategic differentiator in all industries today that interact with customers. The sustainability and relevance lie in the fact that the customer experience evolved over time and encompasses previous potential differentiators.
Through literature review, this article provides an overview of the evolution of the total customer experience and depicts the fact that a total customer experience encompasses other differentiators that industries identified as potential differentiators over time, leading to sustainability.
Identifying key issues in heritage organization behaviour to facilitate sustained management : a case study from South AfricaAuthor M.M. LevinSource: Journal of Contemporary Management 7, pp 208 –230 (2010)More Less
World Heritage sites are faced with many challenges and issues, which influence their sustained functioning. This article investigates the key organisational behaviour issues related to opportunities and challenges of sustained management at the Cradle of Humankind as an iconic South African World Heritage site and tourist destination. An exploratory qualitative research approach was followed, including a review of World Heritage literature, archival documentation and in-depth interviews with strategic stakeholders. Empirical research shows that knowledge of issues faced at World Heritage sites can facilitate a site's optimal organisational behaviour and sustained management and existence, by highlighting themes such as a site's organisational structure and management style, the way communication takes place and stakeholder relationships.
Source: Journal of Contemporary Management 7, pp 231 –251 (2010)More Less
Retention of employees has historically been a concern cause for among managers in the contact centre industry. While staff turnover disrupts production schedules, it is also costly as new workers with appropriate skills sets need to be recruited, trained and brought up to speed. This can have serious consequences when skilled workers leave, particularly during periods of heightened competition and tight labour markets. The main purpose of this paper was to determine retention factors affecting the contact centre industry in South Africa. A survey was conducted among the total population of 386 and responses were received from 16 contact centres nationwide. The study employed descriptive, inferential statistical procedures and analytical induction to analyse the quantitative and qualitative data. The findings suggested that 85.12% of the participants expressed the intention to leave the industry. This implies that retention is cardinal factor that needs to be addressed in the contact centre industry.
Source: Journal of Contemporary Management 7, pp 252 –270 (2010)More Less
This article examines the interconnected and uneasy relationship between design and marketing. Managing this tension is important for marketers, whose viewpoint of differentiation is a combination of design excellence and market execution. Creative designs that are innovative and clever, generate new interest in a saturated market. Products that are well designed, communicate a message of quality and value to a consumer. Leaflets, packaging, signage and logotypes provide visual cues to reinforce the values of the organisation to the customer. Promotional activities and advertising campaigns make consumers aware of new products and convey a message to the consumer about the product and/or service that is available. This article therefore explores the convergence of design and marketing. A comparative study, integration of arguments and the case study approach are followed. The convergence of cultures represents an opportunity for marketing and design to build collaborative models for the development of products, services and brands. A contextual evaluation of this research, using a grounded theory approach, reveals that there is a convergence of design and marketing thinking reflecting a growing understanding of cultural factors and is driven by economic imperatives such as increased competition, growing virtual worlds and greater consumer demands.
Source: Journal of Contemporary Management 7, pp 271 –289 (2010)More Less
Strategic management ensures organisational performance by creating and shaping effective strategy to outwit competition. Intended strategy and realised strategy do not necessarily coincide, resulting in a performance gap. Various reasons are advanced for this performance gap. Some researchers are of the opinion that this gap is attributable to formulation aspects, while others blame execution barriers. This paper reports on the perceptions of CEOs of four South African life insurers in connection with the strategy-to-performance gap experienced in their respective organisations. The findings illustrate that these organisations ranked the strategy formulation and execution activities in their organisations similarly. However, they ranked the reasons for the breakdown in strategy execution, as well as the factors that would have the greatest impact on the quality of strategy execution, differently. These rankings were not entirely coherent. This study is situated in the interpretivist research philosophy, combining a case study and descriptive survey as method of inquiry and using a questionnaire to collect data. The latter was one of the reported limitations of the study, since the use of a questionnaire prohibited cross-examination of responses. Nevertheless, the study contributes valuable information to organisations, especially life insurers, to minimise the strategy-to-performance gap.
Source: Journal of Contemporary Management 7, pp 290 –307 (2010)More Less
Identifying customers who have the intention to build long-term relationships is beneficial for banking and life insurance organisations as it will afford marketers the opportunity to segment customers according to their relationship preferences. This may prevent money and resources being spent with little effect trying to develop a relationship with customers who do not intend to build a long-term relationship with the organisation. However, it is difficult to understand the nature of relationship intention without understanding the constructs used to measure relationship intention, namely involvement, expectations, forgiveness, feedback and fear of relationship loss. The purpose of this study is to determine whether these five relationship intention constructs are applicable to the banking and life insurance industries in Gauteng, South Africa. Data was gathered from 401 banking (n=202) and life insurance (n=199) customers. Findings confirm that the five constructs to measure relationship intention are applicable to the selected services and identified an additional four factors that support some of the five constructs. However, no differences were found between respondents with different relationship lengths and their views pertaining to the identified factors.
Source: Journal of Contemporary Management 7, pp 308 –325 (2010)More Less
South Africa as a country continues to rank low in the world of competitiveness. According to the 2008-2009 Global Competitiveness Index, South Africa was placed 45th place out of 134 countries. In the category of skilled workers, South Africa holds bottom position in terms of the retention of skilled workers. Competitive Intelligence (CI) is a means to improve competitiveness. The aim of the research was to identify the skills CI professionals need in order for CI to be used successfully as a management tool to enhance competitiveness in the country. Questionnaires were sent out to a sample of CI professionals in order to identify the skills needed by them and required the respondents to evaluate themselves regarding the certain given skills. The results revealed that the three most important CI skills needed in South Africa are networking skills, analytical abilities and research skills. However, these important skills were not reflected in the self-evaluation of the respondents. Networking skills featured 5th, research skills 8th and analytical abilities 7th, respectively. The results of this study have important implications for management and / or businesses, specifically with regard to the future conduct of CI practices.
Source: Journal of Contemporary Management 7, pp 326 –346 (2010)More Less
In this paper we consider the increasingly prominent expectations that business can and will significantly contribute to sustainable development. We use the framework of social-ecological systems, and the principles thereof, as a lens to evaluate the corporate approach to sustainability management through a review of the literature and a number of cases. South African business is realising that changes to the health of supporting ecosystems pose risks to business operations and long-term sustainability. From the evaluation we propose that a core limitation preventing business from making meaningful contributions to sustainability is that they are unable to sufficiently address risk and uncertainty with the reductionist toolset currently available. A social-ecological systems approach, in which a business understands that it is an integral component of the system, could help the business understand the resilience of the system in which it operates and how to adapt to risk to ensure sustainability. We propose a research agenda that addresses the underlying lack of integration between the natural and business science, as well as some of the practicalities of enhancing corporate sustainability management through tool development.
The understanding and practice of value management by South African construction and project managers : exploratory findingsSource: Journal of Contemporary Management 7, pp 347 –362 (2010)More Less
The nature and extent of value management (VM) practice by professional construction managers and construction project managers in South Africa is investigated using a web-based, online questionnaire survey. The survey explores managers' awareness and understanding of VM, and the nature and extent of the use of VM techniques within their organisations. Descriptive statistics are used to analyse the survey response data. The results suggest that awareness of VM is not widespread among construction managers and construction project managers, and that its actual practice is minimal. This is due largely to the encroachment on the traditional aims of VM by other project management techniques that also seek to facilitate the attainment of value for construction clients. Where VM is used on projects, it is invariably cost-minimisation driven in terms of both the project and the VM process itself. It is recommended that the professional association responsible for the regulation of the activities of construction and project managers should organise suitable training opportunities in value management.
Source: Journal of Contemporary Management 7, pp 363 –379 (2010)More Less
Purpose This paper looks at the underrepresentation of male administrative support staff in the female-dominated occupational environment in South African and their perceptions of various intrinsic and extrinsic barriers that are experienced in executing their daily activities.
Design/methodology / approach This study encompassed a literature review and an empirical survey focusing on perceptions to determine the profile of male administrative support staff.
Findings Male administrative support staff is under-represented in trade and industry. Gender discrimination undoubtedly has an effect on the various barriers experienced by males in the traditionally female occupational environment.
Practical and social implications Leaders and managers in society should take every possible measure to decrease the existing sharp gender segregation in the corporate arena.
Originality / value All discriminatory issues should be addressed by the leaders and managers to ensure not only equal opportunities for them, but also the value of all employees for the work they perform and not according to their gender. Every possible measure should be taken to decrease the existing gender segregation in the work environment and become more sensitive to issues relating to this topic. This will not only produce happier, but also probably ensure more productive employees and increased profits.