Influence of Interactional Justice Strategy on Recovery Satisfaction among Customers of Mobile Money Services in Kenya

Despite the subject of service recovery attracting great interest among service marketing scholars and practitioners, there is a scarcity of empirical studies focusing on justice perceptions and satisfaction in the East Africa region. This research empirically tested the role of interactional justice as a recovery strategy following service failure and its consequence on recovery satisfaction among consumers of mobile money services in Kenya. A descriptive survey approach was used. The population of the study encompassed mobile money transfer service subscribers in Kenya. Primary data were collected through a computer assisted telephone interview (CATI). A final nationally distributed sample of 622 respondents was realized. Reliability and validity tests were conducted using data from a pilot study. Data were analyzed using descriptive statistics, factor analysis, correlation, and regression analysis. The results revealed that interactional justice has a positive and statistically significant relationship with recovery satisfaction. This implies that the adoption of interactional justice strategy to address service failure positively impacts customer evaluation of service recovery. The results further indicated that when a company applies interactional justice strategy to assuage the negative effects associated with service failure customers are willing to forgive and continue patronizing the business. The study recommends that managers should design effective interactional strategies and train employees on how to properly implement them to ensure recovery satisfaction. Further, policy makers are advised to incorporate interactional justice elements in developing operators’ guidelines for service failure redress systems. Keywords: Interactional justice; recovery satisfaction; recovery strategy; service failure; service recovery; mobile money

Top Management Team Diversity, Involvement Culture and Performance of Commercial Banks in Kenya

The study of the effect of Top Management Team (TMT) diversity on organization performance produces mixed results. This study investigated the effect of involvement culture on the relationship between TMT diversity and organization performance. The target respondents were the Heads of Human Resources in all the commercial banks in Kenya and out of the 43 targeted banks, 33 responded. The questionnaire was the maintool of data collection and the data was analyzed using regression analyses. Past studies have shown that the question as to whether diversity leads to organization performance depends of the performance measures used. Since past studies have shown mixed results on the effect of TMT diversity on organization performance, the study usedinvolvement culture as a moderating variable and found that it had a significant effect on the relationship between TMT diversity and organization performance. As a result, since most organizations have diversity at the TMT, they need to make deliberate efforts and invest in good management practices which enhance organization performance. Future studies can find out which other moderating variables have apositive effect on the relationship between TMT diversity and organizationperformance.Key Words: Top Management Team (TMT) Diversity, Involvement culture, Organization Performanc

Gender Differences And The Effect Of Health Warnings And Legislation On Cigarette Smoking

The widespread existence of smoking as a form of social behaviour despite growing worldwide disapproval has placed cigarette smoking at the heart of a crowing controversy. The World Health Organization (WHO) now periodically reports on the effect of tobacco consumption on the health of smokers. In South Africa, new legal steps are being taken towards the control of tobacco smoking. This is in line with world-wide trends towards tougher tobacco legislation. Research on the topic of tobacco and smoking are numerous and represents "World-wide attempts to understand and eradicate what is Generally considered a deadly epidemic. However, the role of gender in cigarette consumption and tobacco-control is surprisingly an under-researched aspect of smoking. While few attempts have been made to study the underlying circumstances of smoking by differentiating between the genders, the possible response to tobacco-control measures by men and women seem to have not commanded much attention. The present study was a response to the need to gain a better understanding of the differences in the smoking profiles of women and men and whether these differences are reflected in the way the two sexes respond, first, to health warnings on smoking and, secondly, to legislation prohibiting advertising of tobacco products. 50 women and 50 men drawn from tertiary institutions and retail businesses participated in the study by completing a questionnaire. The results show some similarities and differences between female and mate smokers. In the light of this, it seems appropriate to suggest that more gender sensitive approaches to dealing with smoking problems might achieve better outcomes. African Journal of Finance and Management Vol.9(2) 2001:65-7