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- Volume 11, Issue 1, 2013
Journal of Management & Administration - Volume 11, Issue 1, 2013
Volume 11, Issue 1, 2013
Author Althea GovenderSource: Journal of Management & Administration 11, pp 1 –16 (2013)More Less
Customer retention is a strategy that a business can undertake in order to retain its customers. A business's ability to attract and retain new customers, is not only related to its product or services, but strongly related to the way it services its existing customers and the reputation it creates within and across the market place. Businesses that do not pay attention to customer maintenance may lose their customers to another brand that provides better service or a better product. Customer retention is more than giving the customer what they expect; it focuses on exceeding their expectations so that they become loyal advocates for the business brand. Customer retention has a direct impact on profitability; because it is a cost effective and profitable strategy for business survival; and future growth and development. This study assesses the customer retention strategies of Just Chill Aircon and Refrigeration (JCAR) in Durban.
The quantitative method to collect data was utilized. A closed-end questionnaire was designed using the Likert scale of rating. The target population identified for this study was the customers of the organisation under study. The total number of customers in the target population is 400 and 110 participants were selected to participate in the study. The findings revealed that 72.7% of respondents are still using the services of JCAR and 27.3% of respondents are no longer using their services. In addition, 18.2% of respondents strongly agree that prices are reasonable; 17.3% agree; 13.6% disagree and 50.9% of respondents strongly disagree that prices are reasonable compared to other suppliers of the same service.
Author Fred KaimaSource: Journal of Management & Administration 11, pp 17 –33 (2013)More Less
Fraudulent practices are fundamental issues that need to be well managed in any organisation. The need for organisations to portray a good image to stakeholders is well documented and cannot be exaggerated. Organisations that allocate some resources towards fraud control reap enormous benefits through increased returns and good reputation. The aim of this study was to investigate how the fraudulent practices affect the image of Transglobe Produce Export (TPE) Limited (Ltd). The study is largely based on extensive literature review and field surveys conducted among employees and clients of the organisation and the researcher's own personal experience as an employee of the organisation.
The methodology used was based on quantitative research using questionnaires and random sampling. The critical findings from the literature were that fraud exists in almost all organisations perpetrated by both employees and non-employees. Some of the causes of fraud include inadequate operating systems and procedures, no proper segmentation of duties among employees, and there is no clear indication of code of conduct and work ethics. The study also highlighted some of the effects of fraud such as clients' dissatisfaction on services offered by the organisation, poor reputation. The findings make an invaluable contribution to the research to arrive at solutions to the challenges TPE Ltd face on fraud and corporate image. The findings provide insight for further research in investigating ways of addressing the effects of fraud on corporate image.
Author Paresh SoniSource: Journal of Management & Administration 11, pp 34 –56 (2013)More Less
While Work-Life Balance (WLB) and job stress are not new problems, they have received more attention over the past few years than ever before. Together, these two problems pose risks to employees' well-being as well as to organisational performance. In this article, an attempt is made to examine the WLB at a private company in Durban, South Africa. More specifically, the study investigated the extent to which employees at the private company (herein referred to as Company X) are able to achieve WLB and tendered recommendations as to how employees could improve their quality of life and well-being. The results of the study could also provide mutual benefit to Company X, especially in terms of creating a conducive work environment and realising the benefits of a satisfied workforce.
Contributing factors of stress on the work performance of nursing managers at a selected clinic in the Capricorn Health District in LimpopoSource: Journal of Management & Administration 11, pp 57 –82 (2013)More Less
Professional consequences of burnout among the nurses have serious implications not only for the health and well-being of nurses but also for health and safety of patients. In the case of health care professionals the consequences of stress can be analysed from a personal or professional point of view. Some of these consequences include addictive behaviour such as increased substance misuse amongst health care professionals. Professional consequences may include absenteeism from work and decreased productivity both of which can cause increased workload for co-workers and also has a potential to comprise patient safety.
The role of Thulamela Municipality in creating an enabling environment for informal traders in ThohoyandouAuthor Nenzhelele Mashudu ArnoldSource: Journal of Management & Administration 11, pp 116 –135 (2013)More Less
The informal sector is one of the popular business ventures in the Thohoyandou Central Business Areas. Most products are sold in streets and sidewalks (pathways). The informal traders are mostly based at the Mvusuludzo taxi rank and they occupy 1 - 2 square metres of space to exhibit their products. Street trading has become a contentious issue because it often results in the obstruction of pavements, large volume of litter, and often unsanitary waste products, traffic congestion, unfair crime and hygienic environment and general deterioration and dilapidation of the landscape. This causes a challenge to local municipality in creating an enabling environment for informal traders. A questionnaire was distributed to hawkers and another questionnaire was given to the local municipality. It emerged from the research that the informal traders in Thohoyandou are facing many socio-economic challenges. It also emerged that it is necessary for the municipality to create an enabling environment for informal traders. The local government should involve stakeholders in decision making and also make provision of a platform or forum to be used to address the informal business issues. The municipality should at least at the end erect stalls which are not too far from the shopping malls and taxi ranks. The stalls will be used for keeping the traders' goods and products safe.
Source: Journal of Management & Administration 11, pp 136 –196 (2013)More Less
This paper focuses on the extent to which the market regulatory environment in the mobile telecommunication industry in Kenya has posed great challenges to new entrants and small operators and frustrated their efforts to counter the continued market leadership and dominance by Safaricom. Debates on ICT regulation in Sub Saharan Africa and the rest of the developing countries were confined to technology and tele-density issues without looking at the social, political, institutional, legal and economic factors that shape industry specific issues. Globally, the telecommunications industry has been viewed as a public utility and public ownership or strong government controls went with that. The argument this paper is premised on is that post liberalization of the telecommunications sector in Kenya, state monopoly of the Kenya Posts and Telecommunication Corporation shifted from government to the private sector oligopoly (Kerretts, 2005:50, Mureithi, 2008, Manica and Vescovi: 2011:23). There was a shift from structuralism (active role of the state in driving economic development) to neo-liberalism (freeing market forces from government control, reducing taxes, divesting state-owned enterprises, deregulation of telecommunication, weakening of the state's redistributive functions) (Nwankwo, 2000:147). Despite privatization and introduction of competition, most incumbents are still able to continue dominating the markets and enjoying significant advantages. The market share amongst the four operators in the telecommunications industry in Kenya is skewed in favour of one operator. The paper presents an argument on macro-economic, political, legal, social, cultural, economic, institutional and policy issues (Isik, Arditi, Dilem and Birgonul, 2010:119) at the end of the seven year old oligopoly, market liberalisation, market distortions and competitive environment that favour established market players compared to new entrants. The paper is also highlighting the relevance of a classical theory such as Porter's Five Forces competitive theory and macro environmental forces in explaining regulatory challenges faced by new market entrants in the telecommunications industry in Kenya and other emerging markets.