Journal of Contemporary Management - Volume 7, Issue 1, 2010
Volume 7, Issue 1, 2010
Salient store image attributes in consumer store selection decisions and the relationship with store satisfaction and loyaltySource: Journal of Contemporary Management 7, pp 380 –401 (2010)More Less
The study examines salient image attributes in consumer store selection and subsequently tests the relationship with store satisfaction and store loyalty. A structured questionnaire containing 32 variables relating to store image attributes was administered to two hundred and forty seven hypermarket shoppers. The use of exploratory factor analysis resulted in six store image attributes, namely, employee interaction, atmospherics, merchandise variety, facilities, value for money and convenience. The six image attributes were highly correlated with store satisfaction and store loyalty. The results were then used to construct two regression models to predict store satisfaction and store loyalty. Four of the six factors showed significant predictive power on customer satisfaction and store loyalty. The results indicate that practitioners should reflect on all dimensions of image attributes and to judiciously manage these factors in order for consumers to reap the benefits of the total retail experience. By doing so, store satisfaction and store loyalty can be enhanced. Managements of hypermarkets also needs to be vigilant to the changing consumer buying patterns in the wake of escalating price of consumer products witnessed in the past year. Future studies should be extended in other formats of retailing and product categories.
The formulation and implementation of a servitization strategy : factors that aught to be taken into considerationSource: Journal of Contemporary Management 7, pp 402 –419 (2010)More Less
The concept "servitization" has its genesis in a paper by Vandermerwe and Rada (1983:315). It is suggested that it is a concept that has increasing relevance with the emergence of the global services economy (Weeks 2008:40; Fitzsimmons & Fitzsimmons 2008:3). Increasingly manufacturing institutions are adding layers of services to existing manufacturing systems, without due consideration to the strategic and operational consequences thereof. It is suggested that consideration aught to be given to developing a servitization strategy in responding to a services dominant global economy. Factors that need to be considered in the formulation and implementation of a servitization strategy are analysed on the basis of a multidisciplinary literature research study and the key findings and insights gained constitute the focus of this paper.
Source: Journal of Contemporary Management 7, pp 420 –439 (2010)More Less
The combined output of emerging markets accounts for more than half of the Gross Domestic Product (GDP) of the world economy (Woodall 2006:4). South African banks are aggressively expanding their operations into other emerging markets. The banks are posting ever-growing profits (Wright 2003:Internet), but also face various marketing challenges in these markets. Current literature does not provide adequate insight into these challenges and suitable marketing strategies to implement when expanding into emerging markets. The purpose of this paper is to investigate the marketing challenges faced by South African banks operating in other emerging markets, and the marketing strategies they implement to meet these challenges. An exploratory, descriptive and contextual research design was followed. In-depth interviews with top South African bank executives were conducted. The Morse and Field approach was used to analyse opinions of participants. Key marketing challenges include the lack of local skilled labour and language differences, amongst others. The paper furthermore reports on marketing strategies that are implemented by enterprising South African banks to cope successfully with challenges in other emerging markets.
Distance education of safety and health professionals at a higher education institution in South Africa : curriculum developmentSource: Journal of Contemporary Management 7, pp 440 –458 (2010)More Less
Figures released by the Annual Report of the Compensation Fund depict a dim picture of the safety record of industries in South Africa. Billions are paid out on compensation and medical benefits. These figures have remained at these high levels over the past three years and highlight the dire need for professional safety practitioners in South Africa. To upgrade the professionalism of safety practitioners, the University of South Africa has embarked on developing a curriculum to offer a bachelor in commerce degree in safety management with the view of adding postgraduate courses up to doctoral level. Research was undertaken to ensure that the curriculum of the undergraduate course is in line with international courses (benchmarked against the American Society of Safety Engineers guidelines), requirements of industry professional associations (Delphi technique) and safety practitioners (questionnaire survey: 314 respondents). Although a strong preference existed for the national diploma in safety, the BCom (Safety management) was preferred over the BTech (Safety management). A definite need for postgraduate degrees surfaced. Clear preferences with regard to the role of the safety manager, the subject matter and the topics that should be included emerged. The course content for each of the three years of the BCom (Safety management) is discussed - the very first degree of its kind in South Africa.
Author M. Roberts-LombardSource: Journal of Contemporary Management 7, pp 459 –476 (2010)More Less
Most research on relationship marketing focuses on the building of relationships between a business and its customers. Limited research considers the application of relationship marketing principles to the recruitment market of a business. The purpose of this article is to indicate what the current status is of the relationships which travel agencies in South Africa have with their recruitment market. Personal interviews were conducted amongst 200 travel agency managers and / or owners in South Africa. The statistical analysis applied to the study included the calculation of standard deviations for individual items on the questionnaire, Exploratory Factor Analysis, Cronbach Alpha values, as well as the calculation of practical significance by means of effect sizes. The results stipulate that travel agencies must be marketed as an employer who supports the personal development and growth of employees to ensure that skilled employees are recruited and current employees are retained within the travel agency industry in South Africa.
Source: Journal of Contemporary Management 7, pp 477 –491 (2010)More Less
The interest in green products and services is mounting. Recently, much attention in the political, economic and social spheres has focused on protection of the environment, sustainability and clean living. This exploratory study aims to better define what affects consumer attitudes towards green cosmetics; in particular whether the emotional aspect of green consumption drives consumers or whether they actually prefer green brands for their functional benefits. The analysis found that respondents were somewhat familiar with green cosmetics (as opposed to very familiar), but found that the perception of quality was largely on par with non-green cosmetics. Age and income were found to be differentiators with respect to product knowledge, whereas the presence of children had little effect. The affective component of the decision process was found to dominate, outweighing the cognitive component. Lastly, confusion apropos the credentials of green cosmetics was found to exist, with a significant number of respondents highlighting their inability to adequately distinguish between green and non-green cosmetic brands. The study recommends that retailers adjust their packaging to subtly, but clearly, reflect their green status and also consider an affiliation with an appropriate green initiative to reinforce this notion.
Source: Journal of Contemporary Management 7, pp 492 –510 (2010)More Less
This article builds on past research which indicates that entrepreneurial activity does not occur in a vacuum, but instead is rooted in cultural and social contexts, specifically within webs of community networks. Recognising the importance of the social capital for entrepreneurs, the purpose of this article is to provide descriptive evidence of community support perceptions and to interrogate motives for business start-ups. Following a literature review on social capital, entrepreneurship, community norms, and motives for business start-ups, a sample consisting of 180 respondents who currently own and manage a new business in a wide range of businesses were surveyed. Descriptive and inferential statistics were calculated and based on the sampling characteristics a distinct entrepreneurial profile emerges. The main finding of this article, in that significant differences are detected across race and language groups on motives for start-ups is important, since entrepreneurs act as catalysts of economic activity and the entrepreneurial history of a community is imperative. Central to strategic actions initiated by the South African government, is the broadening of community support programmes and the streamlining of support institutions.
Author M.L. KainguSource: Journal of Contemporary Management 7, pp 511 –518 (2010)More Less
This article is based on working out a strategic plan in the promotion of cultural tourism in Zambia. Though Zambia is endowed with many cultural heritage products, the country has not paid attention to the development, promotion and marketing of this very important tourism product. The government of the Republic of Zambia must create an enabling environment for its people and investors in general to participate in this lucrative business opportunity. Policies on the development, management and promotion of cultural tourism must be enacted so as to help the citizens and investors to participate in this business. Since the Zambian investors in this business will come late in the region, strategic management programs to have a fair competition in this industry must be formulated, implemented and monitored.
Source: Journal of Contemporary Management 7, pp 519 –548 (2010)More Less
Electronic business (E-business) is one of the most significant opportunities that new computing technologies present to business firms. The primary research objective of this study was to determine the drivers of E-business implementation in a developing country, such as Kenya.
Three conceptual models supported this study: the Electronic Data Interchange (EDI) adoption model of Iacovou, Benbasat and Dexter (1995), the Fillis, Johansson and Wagner (2004a) model on E-business adoption, and the Bosch, Tait and Venter (2006) business environment model. Based on the secondary sources a hypothetical model depicting thirteen variables was constructed. A structured questionnaire was administered via e-mail or a hard copy and 466 usable responses were obtained. The validity of the measuring instrument was confirmed using confirmatory factor analysis and Cronbach alpha coefficients confirmed the inter-item reliability of the identified variables. Structural Equation Modelling (SEM) confirmatory statistical techniques were used to analyse the model fit and statistically significant relationships.
As the hypothetical model only showed one statistically significant relationship, the hypothetical model was re-specified into three sub models, namely: micro-, market-, and macro environmental models depicting the E-business implementation drivers. Four drivers for E-business implementation were identified namely: strategic intent, trading partner readiness, IT infrastructure and international orientation.
Author M. Jansen Van RensburgSource: Journal of Contemporary Management 7, pp 549 –573 (2010)More Less
The article proposes a conceptual model for understanding key factors that shape satisfaction with the services offered by South African advertising agencies. In particular, the model draws together two distinct approaches: (1) service quality associated with service output and performance, and (2) relational exchanges between advertisers and advertising agencies.
Insight and perspectives from 116 large South African advertisers were obtained by means of a survey administered via a web-based platform. Data obtained from the respondents were subjected to factor and correlation analysis in order to identify representative factors that could explain advertisers' overall satisfaction. The model confirms six satisfaction factors, namely integrity, core service, account management, cost management, mutual commitment and communication. Each of these factors has a significant impact on and correlation to each other as well as a moderate to strong correlation to overall satisfaction.
This article also discloses the dimensions underlying these factors, which contributes to the understanding of advertiser satisfaction within the South African context. This research contributes to the literature by providing a more complete and integrated view of the structure of customer satisfaction in service contexts. From a practical perspective, the research provides a useful framework for advertising agencies to measure and manage advertiser satisfaction.
Source: Journal of Contemporary Management 7, pp 574 –596 (2010)More Less
This paper addresses the need for clear guidance on IT governance and its implementation based on the current lack of board level understanding of strategic IT-related issues. The paper briefly discusses a model that was developed to provide guidance to boards of directors on how to strategically direct and control IT i.e. the WHAT, WHO and HOW of IT Governance (WWH-ITG) Model. Then a set of implementation guidelines to facilitate the implementation of the WWH-ITG Model are introduced and discussed in detail. Through this various key aspects central to ensuring that IT governance is applied effectively in an organisation are highlighted.
Source: Journal of Contemporary Management 7, pp 597 –625 (2010)More Less
The current importance attributed to the need for a culture of learning would appear to stem from the necessity for people by business and industry with new skill sets that are more effective for dealing with a turbulent global economy and marketplace. As the complexity of the world and the issues confronting communities, government, business and industry have escalated, so the importance of continuous learning has come to the fore in grappling with these complex issues. The role of schools and other academic institutions in establishing the foundation for a culture of learning it is suggested needs to be questioned, as it would appear that in South Africa, not withstanding numerous calls for such a culture, the situation appears to have deteriorated, instead of improving.
With this as background the focus in this paper is on gaining an insight into what constitutes a culture of learning, the economic imperative for the development of such a culture and the means whereby it may be achieved. An important conclusion made is that the assumption of being able to manage the concept culture intentionally is in effect flawed. An alternative complex adaptive systems approach is suggested as a possible solution to the difficulty encountered in engendering a culture of learning in South African institutions.