Purpose: The purpose of this study was to evaluate the extent to which insurance companies in Kenya have adopted ERM process, and then to assess the maturity, challenges and strategies in the implementation of this process.Materials and methods: The research design adopted for the study is descriptive research. The researcher conducted a survey on the 49 insurance companies of Kenya to encapsulate the factors that are relevant in articulating the extent of adoption of ERM and the level of maturity. A sample of 196 respondents was selected from a population of 245 respondents. The study used quantitative and qualitative methods of data analysis. Statistical Package for Social Sciences (SPSS) version 20 program was used for analysis. The results were presented using tables and pie charts. Similarly, qualitative data was summarized and categorized according to common themes and presentedin continuous prose form.Results: The study concluded that organizational related challenges hindered implementation of ERM programs. Results revealed that inadequate application of the risk management framework, ambiguity in roles and responsibilities in risk management, complexities in risk measurement, lack of embodiment of ERM in organizational culture, difficulty in risk quantification, linking risk information to strategic decision making, ensuring that all decisions remain within the organization’s risk tolerance, proactively identifying current and emerging risks, cost and budgetary constraints, misalignment of the risk and business operating models, risk management not seen as a priority by top management and inadequate information to make risk-based decisions hindered implementation of ERM frameworks among insurance firms in Kenya. The findings imply that organization related challenges have a significant effect on ERM implementation.Recommendations: The study recommends that there should be better organizational strategies to help improve implementation of ERM programs. It was found that building a strong risk culture, engaging consultants, building a dedicated ERM function, committed board of directors and top management, developing risk appetite statement, appointment of a Chief Risk Officer (CRO) and availing ERM budgets improved the implementation of ERM programs. Key words: enterprise risk management, adoption, maturity

Purpose: Service quality in game lodges context elicit customers’ emotional satisfaction, which subsequently influences consumer behavior such as revisit intentions and WOM recommendations. Service quality research has paid more focus on cognitive dimensions of customer satisfaction, giving little attention on affective or customer emotional satisfaction. Hence, the main purpose of this study was to investigate the influence of service quality on tourists’ emotional satisfaction residing in star rated game lodges at Masai Mara National Reserve in Kenya. Methodology: The study adopted epistemological research philosophy guided by positivism paradigm with a quantitative and a cross sectional survey research design. Systematic random sampling technique was used to select the respondents and data was collected using structured questionnaires that were administered to 312 respondents drawn from visitors who resided in star rated game lodges at Masai Mara national reserve and its conservancies in Kenya. Data was analyzed using structural equation model that tested hypothesis and the relationship between service quality and emotional satisfaction.  Data was presented in the form of tables and figures. Findings: The findings suggest that in the context of game lodges, service quality is important for developing customer emotional satisfaction. The study results support a positive and significant relationship between service quality and emotional satisfaction. Recommendations: The study contributes immensely to the theoretical background on service marketing by providing thorough examination of the service quality and its influence on emotional satisfaction. The influence of service quality on emotional or affective aspects of customer satisfaction in game lodges context allied to value- percept display theory is rare. Thus, this study broadens the domain of value- percept display theory that has received little attention. The managers in game lodges should identify and improve on the service quality dimensions that make the most significant contribution to emotional satisfaction. This is a significant input to the service marketing especially in the little researched area in service quality perceptions and emotional responses among the traditional, domestic and the emerging tourism markets in game lodges in Kenya.

Purpose: The purpose of this study was to establish the effects of performance management strategies to employee productivity in the Ministry of Water and Irrigation in Nairobi City County, Kenya. Methodology: The study adopted a descriptive research design and Maslow’s hierarchy of needs, Herzberg’s two factors and expectancy theory for its theoretical framework. The target population was 200 employees drawn from middle level and lower level cadres in the Ministry of Water and Irrigation. A sample of 133 employees was issued with the questionnaires. Stratified and simple random sampling techniques were used to identify respondents. Primary data was collected using semi-structured questionnaires administered by the researcher. Descriptive statistic like mean, standard deviation frequencies, tables and charts were used to analyze quantitative data using Statistical Package for Social Sciences (SPSS), while open-ended questions were analyzed using content analysis. Results: The findings showed that performance management strategies affect employee productivity but at different levels. Remuneration is the leading factor that negatively influences employee productivity within the scope area. It was also noted that the promotion process affects the Ministry of Water and Irrigation negatively because it is not based on merit. However, both training and physical work environment facilitate improved productivity among the employees. This shows that performance management strategies positively and negatively affect the overall employee productivity in the Ministry of Water and Irrigation. Recommendations: The study recommends that, through the Public Service Commission and Salaries and Remuneration Commission, the government of Kenya introduce measures in areas of remuneration and training that will motivate workers in this ministry. Draft new guidelines for salary review based on the present living standards. The ministry should ensure that all workers are entitled to transport to and from work, mortgage facilities, and other benefits. All salaries be harmonized across the public sector. The promotion policies and guidelines that are already in place be followed when promoting employees. Adoption of a proper appraisal system and that all the promotions are based on merit but not influence, corruption or seniority. The Ministry takes note of the annual training plans and implementing them to the latter.

Purpose: Tourists from different nationalities manifest differing cultural values that influence service quality perceptions that subsequently elicit their behavioural intentions. However, the moderating role of nationality in the relationship between service quality and behavioural intention from the game lodges’ perspective has not been sufficiently examined. Hence, this study aims to examine the moderating role of nationality on the relationship between service quality and behavioural intentions. Methodology: The study adopted a cross- section survey and data was collected using structured questionnaires from 312 tourists from 29 different nationalities residing in star rated game lodges at Masai Mara national reserve and its conservancies in Kenya. Data were analyzed using both descriptive and inferential statistics. To test whether or not the nationality of the respondents influenced the study hypothesis, structural equation modelling (SEM) and a multi-group analysis approach were conducted. Data was presented in the form of tables and figures. Findings: The study found that there was a positive and significant relationship between service quality and behavioural intentions. Similarly, the results indicated that the tourists’ nationality moderates the relation between service quality and behavioural intentions. Recommendations: The study findings contribute to the body of knowledge in service marketing and more specifically on the role of customers’ nationality on service quality perceptions and behavioural intentions. The research findings provide a strong foundation for policy support in governance to the tourism stakeholders for the growth of different tourism markets in Kenya. Further, the study findings inform the stakeholders on the nature of service quality needed based on tourists’ cultural differences to maximise the potential from the existing and emerging tourism market.