The Effects of Market Orientation on Employees: A Study of Retail Organizations in Botswana

Themba, Godfrey; Marandu, Edward E.

doi:10.5539/ibr.v6n1p130

Cited by 4 publications

(1 citation statement)

References 25 publications

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“…As indicated, many studies [26,38,61,86] have demonstrated that stakeholder orientation is positively related to organizational commitment, fostering a bond between employees and the company. In this regard, Themba and Marandu [118] point out, in addition, that stakeholder orientation triggers an employee affective sense towards the organization, so that they are willing to make personal sacrifices in order to achieve organizational goals. Although Powpaka [119] also found a positive relationship between stakeholder-oriented behavior and organizational commitment, this association was weak.…”

Section: Organizational Commitmentmentioning

confidence: 99%

Effect of Stakeholders-Oriented Behavior on the Performance of Sustainable Business

2018

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This study focuses on stakeholder-oriented behavior, throughout organizational culture and organizational behavior, and its effects on the performance of sustainable organizations managed according to Corporative Social Responsibility (CSR) criteria. The investigation demonstrates that the sustainability efforts of a wide range of stakeholders exert various effects on business performance. This investigation tests two integrated conceptual models: (a) Stakeholder Orientation Model estimates the relationships among organizational culture components and their effects on stakeholder-oriented organizational behavior. That is, it estimates the influence of values on norms and artifacts, and their effects on stakeholder-oriented organizational behavior; (b) Performance model estimates the association between stakeholder-oriented organizational behavior and financial and market performance, reputation, and commitment. Using Structural Equation Modelling, both models were estimated from primary data collected from large-and medium-sized multi-sector Colombian companies involved in business sustainability practices. The findings reveal that values are antecedents of norms, but neither values nor norms are predictors of artifacts. Furthermore, norms and artifacts exert direct effects on stakeholder-oriented organizational behavior. In turn, stakeholder-oriented organizational behaviors are predictors of both market performance and commitment. Nevertheless, stakeholder-oriented organizational behaviors are not direct antecedents of both financial performance and reputation.

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Section: Organizational Commitmentmentioning

confidence: 99%

Effect of Stakeholders-Oriented Behavior on the Performance of Sustainable Business

2018

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Sectoral variations in market orientation and performance among small service firms in Botswana

Jaiyeoba

Iwu

Marandu

2018

Management &Amp; Marketing

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The quest for the diversification of Botswana’s mineral-led economy necessitates an examination of other performing ones such as the Tourism-Transport and Finance-Consulting small service sectors which have been identified as also contributing immensely to its economy. So, this paper investigates variations in market orientation and performance among small service firms in Botswana. In more specific terms, it involves analysis of variations with regard to tourism-transport and finance-consulting firms. Set in Botswana, data were obtained, using a respondent-completed questionnaire from 54 managers in the tourism-transport sector and 121 managers in the finance-consulting sector. Despite the focus of the study on sectoral variations among service firms in Botswana, the study makes major contributions to our understanding of market orientation-performance link. First, the overall level of market orientation varied significantly between the two sectors. Secondly, two of the three components of market orientation, namely intelligence generation and intelligence responsiveness also displayed statistically significant differences between each component and the two sectors. Thirdly, organizational commitment, team spirit and customer satisfaction were significantly different between the two sectors. These findings suggest the need for a sustained and systematic study aimed at finding out the relative importance of market orientation in different sectors. Such a study may be helpful in suggesting differentiated marketing orientation emphases that may help firms optimize their marketing budget. Notwithstanding the several scholarly works on market orientation and firm performance, the value of market orientation in sub-Saharan Africa has only begun to receive attention in Africa. Research evidence is scanty in the case of Botswana.

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Customer service as a strategic tool amongst independent retail food chains in KwaZulu-Natal

Tlapana¹

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This study aimed at determining and evaluating customer service in independently owned retail food chains within the province of KwaZulu-Natal in South Africa. Furthermore, it included assessing the level of retail service quality, current customer service tools employed by independent food chains in KwaZulu-Natal and the extent to which customer service tools are being used. The study was also about establishing whether there was a significant relationship between retail service quality and customer satisfaction. The study targeted both customers and managers of independent food chains in KwaZulu-Natal from whom a sample of four mangers were interviewed and 444 customers were conveniently selected to participate in the study. Both qualitative and quantitative methods were employed in the collection of data. The findings revealed that majority of the customers were generally dissatisfied with the quality of services offered by independent food chains owing to a lack of complementary services (ATM terminals, parking and toilets), facilities for shoppers with special needs (physically handicapped, wheel chaired or translators), inability to offer customers credit, failure to provide a wide product assortment, short operating hours and general appearance of store (cleanliness, good product display, presentation on how to use merchandise and availability of shopping trolleys, signage to locate and identify merchandise). The results, however, revealed that there is a relationship between customers’ expectations and their perceived satisfaction. Equally significant, the results showed that customers were satisfied with accessibility and safety of the stores, and that they will be considering independent food chains in KwaZulu-Natal as their primary stores. The study concluded by recommending that: independent retail food chains study their customer profiles as it was evident during interviews that customer profiling or segmentation was not being undertaken in detail; retailers are urged to identify and establish customer service needs and requirements so as to facilitate proper product and service mix design; retailers are also recommended to keep regular communication with customers to inform them about promotions or any new developments taking place; retailers should introduce customer loyalty programmes; provide regular staff training on customer service through workshops and follow-up refresher courses; retailers should offer quality merchandise and incorporate latest technological innovations; handle and process third party payment; meet and exceed customer service expectations of customers; upgrade their facilities to accommodate customers with disabilities; and finally retailers should have well-defined returns policies, parking facilities, rest rooms and introduce trolleys with baby-seating facilities.

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The Effects of Market Orientation on Employees: A Study of Retail Organizations in Botswana

Cited by 4 publications

References 25 publications

Effect of Stakeholders-Oriented Behavior on the Performance of Sustainable Business

Effect of Stakeholders-Oriented Behavior on the Performance of Sustainable Business

Sectoral variations in market orientation and performance among small service firms in Botswana

Customer service as a strategic tool amongst independent retail food chains in KwaZulu-Natal

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