The existing literature has called for more studies to be conducted on how human resource activities affect service recovery performance. This study therefore ascertains the effects of Job Satisfaction, employee Commitment, Workplace Friendship and Team Culture on Service Recovery Performance. The survey research design was used in this study. The participants were frontline employees from the various service sectors in Ghana. The convenience sampling was used as the sampling technique. A total of 372 responses were used in the final analysis. The scale items were adapted from the existing literature. Confirmatory factor analysis was used to assess the fit of the model. Multiple linear regression was used to test the hypotheses. The findings indicate that Job Satisfaction, Employee Commitment, Workplace Friendship and Team Culture significantly exerts positive influence on Service Recovery Performance of frontline employees. The findings from the study imply that there are several antecedents to Service Recovery Performance. Team Culture, Workplace Commitment, and Employee Commitment can influence Job Satisfaction which in turn will affect Service Recovery Performance resulting in customer satisfaction and retention.
Although job stress has become an issue of great concern over the last decades both internationally and nationally, there still remains a paucity of research in the Ghanaian insurance industry. This study therefore examined the relationship between antecedent variables (work overload, role conflict and role ambiguity) and employee job stress in the insurance industry in Ghana. Using a descriptive cross-sectional design with a survey questionnaire, 212 employees were selected to participate in the study. Pearson correlation and a two-step hierarchical regression were used to test the proposed hypotheses. Results of the analysis revealed that work overload and role conflict rather than role ambiguity were positively related to job stress. Implications for theory and practice are later discussed in the study.
Green environmental issues have been of topical interest to both researchers and industrialists for some time now. Research on green brands is relatively limited, especially in developing countries, such as Ghana. This study is therefore designed to determine the relationship between customer awareness of green brand issues and their everyday purchase intentions. Using quantitative techniques, the study interviewed 316 people, conveniently selected from various shopping points in Accra. The study found that, the overwhelming majority of respondents though familiar with green issues did not concern themselves with green issues in their everyday purchase decisions. Again, majority of respondents (54%) familiar with environmental issues confirmed they would not switch from their preferred brands to less fancied brands even if the less fancied brands were more environmentally friendly. It was also confirmed in the study that price, brand name and convenience, performed better than customer concerns for green issues, in influencing respondents’ purchase decisions. It would therefore be strategically significance if advocates, policy makers and business leaders reduce the cost of green products to the final consumer, intensive public education campaigns, coupled with strategic brand building efforts to enhance the level of green brand consumption.
The objective of this study was to examine the drivers of consumers’ attitudes towards mobile advertisement. It also sought the relationship between consumers’ attitudes towards mobile advertisement and their willingness to accept mobile advertising. Confirmatory factor analysis was used to assess the measurement model while structural equation was conducted to assess the goodness-fit of the overall model. The findings indicate that entertainment, credibility and personalization had positive effects on consumers’ attitudes toward mobile advertising. Furthermore, the results show that, consumers’ attitude determines their willingness to accept mobile advertising.
Guided by the theory of reasoned action, this study found support for the hypothesized inverse relationship between work-related factors and employee turnover intention on the one hand, and turnover intention and perceptions of accountable absence legitimacy on the other hand. Specifically, the higher employees’ turnover intent, the lower their perceptions about the accountability of their absence behavior and vice versa. The findings highlight the need to consider turnover intention as a salient construct that plays a dual role, first as a consequence variable to job satisfaction, affective and normative commitments, and next as an antecedent to accountable absence legitimacy in the workplace. The article concludes with a discussion on the significance of lessening employee turnover intent as a means of mitigating the perceptions of absence legitimacy in the workplace.
As there is still only limited research on students brand choice of mobile phones, the focus of this study was to ascertain drivers of tertiary students’ mobile phone brand choice in Ghana. Using a structured questionnaire, data was collected from a random sample of 840 students from three tertiary institutions in Ghana. The study revealed that the most significant determinant of the students brand choice of mobile phones was perceived quality (p & LT; 0.05). Although price, prestige, and promotion also influenced their choice of mobile phone these were not significant at the 0.05 level. The study further revealed that availability and mobile phones as gift items also influenced the brand of phone used by the students (p & GT; 0.05). The study concludes that in spite of their economic handicaps, students brand choice was driven most by perceived quality and not price. Recommendations on how information technology manufacturers’ particularly mobile phone companies and marketers can exploit these drivers to sustain and improve their brand equity among students have been made.
The growing interest in mutual funds in Ghana has been tremendous over the last decade as evidenced by the continuous increases in number and total funds under management. However, no empirical work has been done on the selectivity and timing ability of the mutual fund managers. Using monthly returns data hand-collected from the reports of the mutual fund managers for the period January 2007-December 2012, this paper examines the market timing and selectivity ability of mutual fund managers in Ghana using the classic Treynor-Mazuy (1966) model and Henriksson- Merton (1981) model. The results suggest that, in general mutual fund managers in Ghana are not able to effectively select stocks and also are not able to predict both the magnitude and direction of future market returns. More specifically, all of the sample mutual fund managers attain significant negative selectivity coefficients and also most of them attain insignificant negative timing coefficients.
The paper investigates the factors influencing customers choice of telecommunication network in Ghana. The survey design was employed to enable the researchers perform statistical analysis. Questionnaire consisting of Likert scale question was used to collect the primary data. Multiple regression analysis was performed to ascertain the factors influencing customers’ choice of telecommunication networks. The study found six factors that influence customers to choose a particular network. These factors include; brand awareness, brand image, perceived quality, price, convenience and brand loyalty. The study concludes that all the six factors contribute to the factors that drive consumer choice of telecommunications service in Ghana.
Banks are principally in the interest earning business. The interest earning nature of banks comes with the amount of loans that banks are able to advance to their customers. To ensure that the stream of interest is not treacherous, banks must put in place stringent credit risk management practices. In this study, we investigate credit risk and default among Ghanaian banks and how these banks are coping with such pressures. Using a survey method, we found that though varied in nature, all the banks have some form of credit management procedures put in place to manage their loan portfolios. We found loan application processes to be bank specific. However, there are some common requirements that banks usually demand from customers in the process of assessing their suitability for a loan. We also found most of the credit management practices of banks to be consistent with the CAMPARI model. We recommend that the Central Bank facilitate in the establishment of a vibrant credit-referencing bureau in order to provide credit history of customers of the banks.
This paper aims to investigate shoppers’ motivations for visiting the mall in respect of their demographic characteristics. The study was Cross-sectional and adopted the quantitative method. Structure questionnaire was used to collect data through a mall intercept approach. Factor analysis was conducted to determine the mall visitation motivations of shoppers and Chi-square test and regression analysis used to help answer the research questions. The paper found eight (8) key mall visitation motivations attract Ghanaian shoppers. Escapism influences the shoppers most, followed by pleasure flow, safety, aesthetic and architectural leisure, respectively. The least motivational factor is exploration. The result suggests that shoppers in Ghana are most likely to see the mall as an escape route from their daily hectic conditions and a place for relaxation.