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- Management Dynamics : Journal of the Southern African Institute for Management Scientists
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- Volume 16, Issue 2, 2007
Management Dynamics : Journal of the Southern African Institute for Management Scientists - Volume 16, Issue 2, 2007
Volume 16, Issue 2, 2007
Author Nic S. TerblancheSource: Management Dynamics : Journal of the Southern African Institute for Management Scientists 16, pp 2 –15 (2007)More Less
Customer retention has received a great deal of attention in the academic literature of the past few years. Various studies have found that a small increase in customer retention leads to a considerable increase in customer net present value in different markets. Many firms therefore concentrate on customer retention because of its role as a contributor to profitability over the long term. The most publicized measures that have been suggested to achieve customer retention are customer delight, customer satisfaction and customer commitment. Each of these three measures has pros and cons in respect of customer retention. The focus of this study is an exploration of customer commitment to a brand, as measured by the Conversion Model, in the South African fast food industry. The findings deal with the commitment segments of the most popular fast food brands in South Africa. The typical marketing strategies to manage the different commitment segments are discussed.
Source: Management Dynamics : Journal of the Southern African Institute for Management Scientists 16, pp 16 –24 (2007)More Less
Understanding customer perceptions of Short Message Service (SMS) marketing is necessary to use this medium more effectively and harness its true potential. This exploratory study used questionnaires to collect data from 18-24 year olds at the University of KwaZulu-Natal, Pietermaritzburg (UKZNP). Frequency tables and t-tests were used to interpret the data. Of the 242 respondents, the results showed that 99.6% of respondents used the SMS facility. Further results indicated that 38% of respondents liked to receive SMS advertisements, while 20.7% were indifferent to receiving these advertisements. These findings confirm the initial speculation that this age group is receptive to SMS marketing. SMS marketing lends itself to being used for maintaining relationships with regular customers.
Emotional intelligence skills and leadership behaviour in a sample of South African first-line managersAuthor Mari VrbaSource: Management Dynamics : Journal of the Southern African Institute for Management Scientists 16, pp 25 –35 (2007)More Less
In this 360o feedback study, 314 close associates, including managers, peers and subordinates, rated 60 first-line managers at a South African insurance company on their emotional intelligence (EI) skills and leadership behaviour. The Emotional Intelligence AppraisalTM (EIA) survey, developed by Bradberry and Greaves (2003), was used to measure the managers' EI skills. The Multifactor Leadership Questionnaire (MLQ) Form 5X, developed by Bass and Avolio (1995) assessed the managers' leadership profiles. The results showed a positive correlation between all the EI skills and all the transformational styles. All the EI skills also had a positive correlation with the transactional style, contingent reward, and the outcomes of leadership, namely extra effort, effectiveness and satisfaction. In contrast, no correlation was evident between EI skills and the transactional style, management-by-exception (active), while a negative correlation emerged between EI skills and the transactional style, management-by-exception (passive) and the non-transactional style laissez-faire. The results of this study support those of other studies, in which various researchers used different measurement instruments for emotional intelligence, suggesting a positive relationship between emotional intelligence and transformational leadership.
Source: Management Dynamics : Journal of the Southern African Institute for Management Scientists 16, pp 36 –52 (2007)More Less
This study focused on the relationship between work characteristics, Work-Home Interaction (WHI), and Home-Work Interaction (HWI) of mining employees who were low and high in work engagement. A cross-sectional survey was conducted among employees from various mining companies in the Gauteng Limpopo and North West Provinces (n = 320). A self-developed work characteristic questionnaire, the Survey Work-Home Interaction - NijmeGen (SWING) and the Utrecht Work Engagement Scale (UWES) were administered. Chi-square and t-tests suggested significant relationships between work engagement and ethnicity, autonomy, social support, instrumental support, task characteristics, positive WHI and positive HWI. Logistic regression analyses revealed that ethnicity, autonomy, task characteristics and positive HWI were significant predictors of high work engagement.