This paper aimed to discuss the perceptions held by employees towards the objectives of the system employed in their organization to assess their service interactions with customers, their perceptions of fairness of the system, and how such fairness relates to their satisfaction with the assessment outcomes. The study's population, consisting of employees working within service assurance call centres situated in Bloemfontein, Cape Town and Gauteng comprised of 117 respondents. To achieve the paper's objective the researchers used a self-administered questionnaire and the data collected was managed and analysed using the Statistical Package for the Social Sciences (SPSS). The findings of the study indicated that employees perceive the uses of assessing their service interactions with customers as both developmental and administrative, perceive fair outcomes and procedures used in determining the outcomes, they are satisfied with assessment outcomes, view the system used to assess their interactions as effective and trustworthy.

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This study analyses different perspectives of the challenges and opportunities of using Web 2.0 technology with specific reference to Zimbabwe’s 2018 general elections. It discusses digital tools and resources such as social networking sites (SNSs) and biometric voter registration (BVR) for the management of the voters’ roll. The study includes in­depth interviews with several politicians and ZEC officials to discuss the challenges and opportunities of Web 2.0 in Zimbabwe’s elections. Informed by theoretical concepts on technology and politics, the study establishes that technology is not a panacea but can be used as an apparatus. This study concludes that political institutions in Zimbabwe should reach consensus that the country will not conduct another election until electoral reforms are implemented because technology alone cannot overcome political challenges. Thus, the election monitoring body should be sufficiently credible to ensure a free and fair election.

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This paper aimed to discuss the perceptions held by employees towards the objectives of the system employed in their organization to assess their service interactions with customers, their perceptions of fairness of the system, and how such fairness relates to their satisfaction with the assessment outcomes. The study's population, consisting of employees working within service assurance call centres situated in Bloemfontein, Cape Town and Gauteng comprised of 117 respondents. To achieve the paper's objective the researchers used a self-administered questionnaire and the data collected was managed and analysed using the Statistical Package for the Social Sciences (SPSS). The findings of the study indicated that employees perceive the uses of assessing their service interactions with customers as both developmental and administrative, perceive fair outcomes and procedures used in determining the outcomes, they are satisfied with assessment outcomes, view the system used to assess their interactions as effective and trustworthy.