(2007) 'Loan ocers and loan 'delinquency' in micronance : a Zambian case.', Accounting forum., 31 (1). pp. 47-71. Further information on publisher's website:http://dx.doi.org/10.1016/j.accfor. 2006.11.005 Publisher's copyright statement:Additional information:
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ABSTRACTThe paper seeks to correct the neglected importance of loan officers in microfinance by explaining their roles, dilemmas and tensions when actually working with clients. Few existing studies have used data outside Bangladesh and many focus upon well-performing institutions. This study draws its data from Zambia and focuses on the recent repayment crisis of CETZAM and the effects of strategies for dealing with defaulters. Our findings firstly show that loan officers faced powerful hierarchical accountability pressures and under intense pressure, used inappropriate methods to compel repayments. Second, because of their problematic relationships with clients, loan officers experienced job-related tensions through performing conflicting roles that called for a particular management of emotions. Third, the approach to borrower default is shown to be so detrimental for CETZAM"s short and longterm survival that it could call other developments into question.