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Risk Management has become key in ensuring stable networks. The greatest risk that service Providers (SPs) face is client, revenue and reputation damage. To avoid or mitigate these risks a good client management plan is required. With the ever increasing competition in the Telecommunication...

The systematic evaluation and observation of employees’ performance is referred to as performance appraisal. There are various performance appraisal approaches namely: the absolute standards approach, the judgemental approach, and lastly the results-oriented approach. Performance appraisals are...

The study sought to examine the effect of customer service strategies on customer retention in a local commercial bank using Investrust Bank PLC as a case study being the only indigenous bank in Zambia. Primary data was collected from bank customers using a likert type scale questionnaire adapted...

This research examined the corporate governance mechanisms of Zimbabwean indigenous banks and their impact on organizational effectiveness. It addressed two research concerns; to identify and discover Zimbabwean indigenous banks’ corporate governance irrationalities with regard to organizational...

This research paper was aimed at investigating leadership traits and styles pertaining to Parmalat Zambia, a food industry group with a multinational strategy that seeks to increase the well being of consumers throughout the world. The analysis was based on administering a questionnaire to a...

The study assessed the effect of service quality of Multichoice on customer satisfaction. The target population constituted Multichoice Customers, Managers, and agents, offering Service to customers on behalf of Multichoice. The study used a descriptive case study design adopting qualitative and...

Aim: The purpose of the study was to determine the relationship of gender, owner characteristics (owner age, motivation, education level, skills and experience, hours worked per day and family ownership) and business characteristics (business location and business sector) on business performance...

Purpose- The aim of this study is to examine the relevance of Contact Centre service quality to customer satisfaction in business. The study is done as a comprehensive case study of ZESCO, the Zambian Electricity Supply Company. Research design and methodology- The study is guided by a positivist...

The adoption of e-government in developing countries has the potential to promote Open Government Data (OGD). OGD is a very critical component for good governance. This is because it encourages transparency, accountability, openness, trust, efficiency and participation. E-government is more than...

In an evolving health care environment, hospitals need managers with high levels of technical and professional expertise who do not only concentrate on patient care, but also go further to demonstrate good leadership practices. In Zambia, the health sector’s mission is “to provide equity of...