Practising Customer Service by Trial and Error: An Investigation into the Extent and Nature of Customer Service Training/Education Received by Owners of Small Business Enterprises in Central Johannesburg

Mavunga, George

doi:10.5901/mjss.2014.v5n20p1475

Cited by 3 publications

(4 citation statements)

References 5 publications

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“…The first driver focuses on the establishment of effective communication channels (Cohen & Olsen, 2015; Mavunga, 2014) at all levels and directions within the organization, so employees perceive receptivity and openness to talk with colleagues and superiors, increasing their sense of job security (Cumberland et al, 2018; Dust et al, 2020; Newman et al, 2017). The influence of leadership in this communication process is frequently mentioned in the literature, specifically the concept of Leader-Member Exchange (LMX).…”

Section: Resultsmentioning

confidence: 99%

Structuring a Training-Oriented High Performance Work System: A Systematic Review on Frontline Employees in the Service Sector

Mathias

Oliveira

2021

Human Resource Development Review

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Given the service sector’s inherent dynamism, organizations ultimately rely on their employees’ and managers’ knowledge, skills, and capabilities to complete tasks for their clients. However, the lack of pragmatic guidance for human resource development (HRD) professionals in the literature on a training-oriented high performance work system (HPWS) for frontline employees (FLE) justifies this study’s systemization of context-specific dimensions and implementation drivers. A systematic review in the period of 2008 to 2018 identified 185 potential articles, which, after a thorough content investigation, resulted in 90 papers that substantiated the proposal of 5 dimensions and 14 drivers for this particular HPWS. This paper’s main scientific contribution is the promotion of a better understanding of the conceptual work on the theme through a structured overview. The systemization of unprecedented dimensions and drivers of a training-oriented HPWS for FLE allows HRD professionals to efficiently plan their initiatives. It constitutes this article’s novelty and central applied contribution.

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Section: Resultsmentioning

confidence: 99%

Structuring a Training-Oriented High Performance Work System: A Systematic Review on Frontline Employees in the Service Sector

Mathias

Oliveira

2021

Human Resource Development Review

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“…Skill improvement by owners contributes to enhancing business performance and positively shapes a nation's economy (Sabella, Farraj, Burbar & Qaimary, 2014). Social change may result from a reduction of small business failure rate when owners develop business skills and capabilities for improving profitability (Mavunga, 2014). Sustainability and development of small businesses are driving forces for economic development of many nations, particularly in developing nations (Kanu, 2015).…”

Section: Implications For Social Changementioning

confidence: 99%

“…Sustainability and development of small businesses are driving forces for economic development of many nations, particularly in developing nations (Kanu, 2015). According to Mavunga (2014), having the right knowledge increases a business owner's chance of survival and improved profitability. In this study, the implications for social change include the development of skills for overcoming transnational barriers against growth and sustenance of business within diaspora competitive environments.…”

Section: Implications For Social Changementioning

confidence: 99%

Management Skills Used by Diasporan Entrepreneurs for Overcoming Transnational Barriers to Success of Small Business Initiatives in New York

Akaeze¹,

Akaeze²

2023

JBTP

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Despite the broad studies by researchers on Diasporan’s diverse support to the continent of Africa, little is known about the perspective and contributions of Diasporan Entrepreneurs. Overall, available findings tend to suggest that diasporan support to Africa mainly comes through financial, cultural, intellectual, social, and political capital. This qualitative multiple case study explores the perspective of 10 successful NYC-based Nigerian American owners about management skills and practices required to overcome transnational barriers and succeed with startup small business initiatives. Interview data were collected through semi-structured interviews, while David McClelland’s Need for achievement theory underpinned the study and served as a theoretical reference. The 4 key findings emerging from the thematic analysis of interviews data included: (a) Resilience/genuine commitment, (b) Financial/Resources management, (c) Human capital/business knowledge, and (d) Organization/Creative Problem-solving skills. Findings may contribute to positive social change as diaspora owners may use the knowledge for improving business skills, and success, which could lead to the creation of jobs and improvement in the standard of living. The Findings may also positively impact relatives, and local communities in Nigeria, as the diaspora flow of investments and remittances may increase. The result may also contribute to improving small business management skills in Africa.

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“…A study of small business owners in Johannesburg found that most small businesses fail because of poor customer service. As such, most businesses are left to flourish on their own through trial and error without basic business management skills (Mavunga, 2014). However, retailers focusing on service excellence can develop a solid and sustainable customer base.…”

Section: Introductionmentioning

confidence: 99%

Factors determining the marketing of products to townships amongst SMEs within the retail sector

Msosa

2023

IJRBS

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The needs of the customers residing in townships are generally met by informal retailers operating spaza and tuck shops. These retailers sell personal and household products such as cooking oil, sugar, maize flour, snacks, soap, paraffin, candles, matches, disinfectants, cigarettes, and prepaid airtime for mobile phones. However, several factors determine the success and marketing of these products to townships by retailers. Therefore, this study sought to analyse the factors determining the marketing of products to townships amongst Small and Medium Enterprises (SMEs) within the retail sector. Thus, a literature review was conducted to collect information to identify factors determining the marketing of products to townships amongst SMEs within the retail sector using several databases. The year 2012 signaled the commencement of an organised search for publications that were pertinent to the topic. The researcher searched for journals published on township retail and marketing using buzzwords relevant to the current study. The findings of this study show that the following are marketing factors: product quality, product price, customer satisfaction, customer loyalty, and customer service. Non-marketing factors encompass competition, the transport system, road infrastructure, security, licensing and regulatory requirements, and business location. Therefore, retailers are asked to pay particular attention to these factors because they are crucial to marketing and achieving a competitive advantage.

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Practising Customer Service by Trial and Error: An Investigation into the Extent and Nature of Customer Service Training/Education Received by Owners of Small Business Enterprises in Central Johannesburg

Abstract: Abstract

Cited by 3 publications

References 5 publications

Structuring a Training-Oriented High Performance Work System: A Systematic Review on Frontline Employees in the Service Sector

Structuring a Training-Oriented High Performance Work System: A Systematic Review on Frontline Employees in the Service Sector

Management Skills Used by Diasporan Entrepreneurs for Overcoming Transnational Barriers to Success of Small Business Initiatives in New York

Factors determining the marketing of products to townships amongst SMEs within the retail sector

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