Orientation: Understanding the relationship between a project sponsor’s servant leadership traits and employee commitment, trust and innovative behaviour.Research purpose: This study aimed to understand the relationship, if any, between a project sponsor’s servant leadership traits of altruistic calling, emotional healing, wisdom, persuasive mapping and organisational stewardship and a project team’s empowerment, commitment, trust and innovative behaviour.Motivation of the study: Most project leadership studies focus on understanding the role and power position of the project manager, with very little research being dedicated to understanding the effect the leadership style has on the project team and project success.Research approach: A survey was conducted amongst a non-probability sample of 48 project team members from amongst a population of 257, comprising project managers, business analysts and IT staff of a medium sized fleet management organisation that is in the process of implementing an entirely new enterprise resource planning system.Main findings: Through inferential statistical analysis, using structural equation modelling and path analysis, it was determined that persuasive mapping has the strongest impact on employee innovative behaviour, followed by employee commitment and trust via the mediator of employee perceived empowerment. Wisdom and organisational stewardship had a negative impact on employee perceived empowerment.Practical/managerial implications: Project sponsors need to exhibit persuasive mapping, altruistic calling and emotional healing traits due to the significant influence that these have on employee innovative behaviour, commitment and trust, albeit through their perceived empowerment.Contribution/value-add: This study contributes to knowledge of leadership, more especially servant leadership and its significance in project management, which knowledge may contribute to project success

Purpose The purpose of this paper is to investigate the mediating role of customer satisfaction (CS) in the electronic-customer relationship management (e-CRM) and customer’s loyalty (CL) relationship, using data from the customers of one of the largest retail banks in Kenya. Design/methodology/approach Using survey mode, the study was administered to 90 samples (of which 78 were returned and usable), with data analysed using exploratory factor analysis to determine scale validity, and path analysis and multiple regression modelling to test hypotheses. Findings This study revealed that the interaction between e-CRM transaction features and CS was statistically significant and predicted CL, however, the interaction did not significantly account for more variance than just e-CRM features and CS. The path analysis revealed a lack of potential significant mediation effects of CS on the relationship between e-CRM and CL. Research limitations/implications Although this research may have sampling limitations and also that the model fit is confined in a single bank/service industry, the estimated model was reasonable enough and has the potential of being repeated in future studies. Originality/value The principle contribution of the present research is it supplies unique learning to bank managers and scholars alike through conceptualising and subsequently empirically verifying the path e-CRM and e-loyalty via CS, and that CS does not mediate the relationship between the aforementioned constructs. By investigating the e-CRM practices of an existing case study, it provides insights of the issue and compare to literature, therefore supplying a thorough and detailed analysis to understand the phenomenon under investigation valuable for banking sector.

Abstract. This article scaffolds on customer relationship management (CRM) theory and explores the association between electronic CRM (e-CRM) and electronic customer's (e-customer) electronic loyalty (e-loyalty)

Since customer loyalty is key, especially in the highly competitive commercial banking environment, this article evaluated the effects of features of electronic customer relationship management (e-CRM) on customer loyalty. Using a crosssectional survey design, data were collected from a convenience sample of customers of a major international Kenyan bank using self-administered questionnaires. The findings based on correlation and multiple regression analyses, revealed that pre-service, during (the) service and post transactional e-CRM features have a positive and significant relationship with loyalty, and that the pre-service and during the service features significantly predict loyalty. Thus, enhancing e-CRM practices could be a strategic competitive tool to impact the banks' relationship with their customers.

Construction projects are complex undertakings, which involve many different parties striving towards successful completion. Effective and efficient processes are based on collaboration with an integrated project delivery approach, the project team working together as a cohesive unit towards a common goal. However, the current procurement system adopted creates fragmentation of the design and construction teams, which results in projects being delivered late, constructability issues, final project cost exceeding the approved budget, and variation orders. A self-administered questionnaire was distributed to various built environment professionals within the Eastern Cape construction industry to determine the current awareness with respect to Integrated Project Delivery (IPD) and Building Information Modelling (BIM). The findings showed that these systems have many benefits, which can assist in mitigating the aforementioned issues. The respondents indicated that they were aware of IPD and BIM and the related benefits; however, there are barriers preventing the adoption of these systems, such as clients not identifying the advantages, clients being resistant to change, as well as a lack of the requisite-related knowledge and skills. Conclusions include that collaboration within the construction industry is imperative toward the successful completion of projects and that further information with respect to IPD and BIM is required to raise awareness and promote the adoption of these models. Recommendations include: all stakeholders need to commit to the ideology behind these concepts and develop an understanding of the concepts and related benefits, and industry associations need to publish information regarding IPD and BIM, as this will increase awareness.

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Through a survey conducted among 219 businesses in Lesotho, this paper reports small, medium and micro enterprise (SMME) owners' and managers' perceptions of strategies implemented by the government to enhance SMME development, as well as identify shortcomings, if any. It was ascertained that although there are a number of initiatives -inter alia, the creation of a 'onestop shop' to simplify the procedures required for registering an enterprise -the respondents perceive that operating informally is the alternate solution, the consequence being possible loss of taxes by the government which impacts on economic growth. It also became evident that access to finance is still a hurdle to SMME establishment in Lesotho. SMMEs also find taxes too high and are therefore compelled to declare false turnover figures, to avoid being taxed or to pay minimum taxes. The findings of this research could assist SMMEs since there will be greater awareness of the initiatives by the Lesotho government to develop the sector.