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Customer Orientation, Job Satisfaction and Knowledge Management as Drivers of...
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Customer Orientation, Job Satisfaction and Knowledge Management as Drivers of Improved Organisational Performance

A special issue of Journal of Risk and Financial Management (ISSN 1911-8074). This special issue belongs to the section "Business and Entrepreneurship".

Deadline for manuscript submissions: closed (30 November 2022) | Viewed by 18637

Special Issue Editors

Prof. Dr. Chux Gervase Iwu

E-Mail Website
Guest Editor
Faculty of Business and Management Sciences, Cape Peninsula University of Technology, Cape Town 8000, South Africa
Interests: socioeconomic issues of emerging economies; organisational behavior; small business management
Dr. Abdullah Promise Opute

E-Mail Website
Guest Editor
Faculty of Management, University of Wales Trinity Saint David, Carmarthen Campus, Carmarthen SA31 3EP, UK
Interests: cross-cultural management; relationship management; entrepreneurship and smes; consumer behavior; strategic management accounting
Prof. Dr. Eresia-Eke Chuks

E-Mail Website
Guest Editor
Faculty of Economic and Management Sciences, University of Pretoria, Hatfield, Pretoria 0002, South Africa
Interests: small business performance; entrepreneurship in Sub-Saharan Africa; stakeholder issues in the small business domain; human capital and SMME development; entrepreneurial intentions and entrepreneurial orientation

Special Issue Information

Dear Colleagues,

In an increasingly competitive business world, further stressed by the speed of emergent disruptive incidents, the premium on improved organisational performance has been heightened. Continued survival appears to be perilously threatened by poor customer orientation, inept knowledge management and dissatisfied employees. To what extent do these concepts affect an organisation’s quest to achieve targets linked to the triple bottom-line of planet, profit and people? Moreover, what is the magnitude of the risk that organisations expose themselves to by not recognising this triad of concepts as strategic imperatives? Successful organisations tend to model or re-engineer their business processes with the aim of meeting the expectations of customers. Indeed, designing and sustaining strategic marketing capabilities for an organisation pivot around the intent of exceeding customer expectations. Call centres, for instance, as customer touchpoints are critical in this regard. Nonetheless, the potency of this orientation is arguably strengthened by creating a conducive work environment and systems that lend themselves to higher levels of job satisfaction. Even though the concept of job satisfaction has various facets, researchers have confirmed the need for honest employee engagement that boosts employee retention and commitment. Furthermore, effective mechanisms for managing knowledge can facilitate the organisation’s quest for sustainable competitive advantage. Recognising these aspects, this Special Issue welcomes papers of both an empirical and theoretical nature focused on any/all the triad of customer orientation, knowledge management and job satisfaction and how they engender or permeate an organisation’s quest for better performance.

Prof. Dr. Chux Gervase Iwu
Dr. Abdullah Promise Opute
Prof. Dr. Eresia-Eke Chuks
Guest Editors

Manuscript Submission Information

Manuscripts should be submitted online at www.mdpi.com by registering and logging in to this website. Once you are registered, click here to go to the submission form. Manuscripts can be submitted until the deadline. All submissions that pass pre-check are peer-reviewed. Accepted papers will be published continuously in the journal (as soon as accepted) and will be listed together on the special issue website. Research articles, review articles as well as short communications are invited. For planned papers, a title and short abstract (about 100 words) can be sent to the Editorial Office for announcement on this website.

Submitted manuscripts should not have been published previously, nor be under consideration for publication elsewhere (except conference proceedings papers). All manuscripts are thoroughly refereed through a single-blind peer-review process. A guide for authors and other relevant information for submission of manuscripts is available on the Instructions for Authors page. Journal of Risk and Financial Management is an international peer-reviewed open access monthly journal published by MDPI.

Please visit the Instructions for Authors page before submitting a manuscript. The Article Processing Charge (APC) for publication in this open access journal is 1400 CHF (Swiss Francs). Submitted papers should be well formatted and use good English. Authors may use MDPI's English editing service prior to publication or during author revisions.

Keywords

  • customer orientation
  • knowledge management
  • call centres
  • job satisfaction
  • employee turnover
  • intention-to-quit
  • risk management
  • financial management

Published Papers (6 papers)

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Research

15 pages, 793 KiB  
Article
Research on the Relationships between Knowledge-Based Dynamic Capabilities, Organizational Agility, and Firm Performance
by Guofan Li
J. Risk Financial Manag. 2022, 15(12), 606; https://doi.org/10.3390/jrfm15120606 - 14 Dec 2022
Cited by 3 | Viewed by 1736
Abstract
To explore the impact of knowledge-based dynamic capabilities on enterprise performance mechanisms, on the basis of dynamic capabilities theory and upper echelons theory and according to the collected sample data using a structural equation model in an empirical test, this paper explores dynamic [...] Read more.
To explore the impact of knowledge-based dynamic capabilities on enterprise performance mechanisms, on the basis of dynamic capabilities theory and upper echelons theory and according to the collected sample data using a structural equation model in an empirical test, this paper explores dynamic knowledgeability, organizational agility, business performance, and executive support provided by a theoretical model of four variables. The results show that knowledge-based dynamic capabilities and organizational agility have significant positive effects on firm performance; organizational agility has a mediating effect via the effect of knowledge-based dynamic capabilities on firm performance; and executive support has a moderating effect on the process of knowledge-based dynamic capabilities affecting organizational agility. Full article
(This article belongs to the Special Issue Customer Orientation, Job Satisfaction and Knowledge Management as Drivers of Improved Organisational Performance)
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9 pages, 436 KiB  
Article
Transactional Leadership and Innovative Behavior as Factors Explaining Emotional Intelligence: A Mediating Effect
by Diego Norena-Chavez and Eleftherios I. Thalassinos
J. Risk Financial Manag. 2022, 15(12), 545; https://doi.org/10.3390/jrfm15120545 - 22 Nov 2022
Viewed by 2197
Abstract
This research aimed to determine the mediating effect of innovative behavior on the relationship between transactional leadership and emotional intelligence in a SARS-CoV-2 context. During this period, behavioral issues among and between employees have been modified in a way that transactional leadership and [...] Read more.
This research aimed to determine the mediating effect of innovative behavior on the relationship between transactional leadership and emotional intelligence in a SARS-CoV-2 context. During this period, behavioral issues among and between employees have been modified in a way that transactional leadership and innovative behavior were considered differently as factors explaining emotional intelligence. This research gap gave room for additional research to re-define the hypothesis of an existing mediating effect between these issues. In fact, as the empirical part of the research has proven, there is evidence of a mediating effect on the relationship of these variables in the sample used. A random sample of 403 owners of textile companies from the Gamarra Commercial Emporium in the district of La Victoria in Lima, Peru, was used to test the existing model regarding the factors explaining emotional intelligence. Data were evaluated by partial least squares structural equation modeling (PLS-SEM). It was determined that innovative behavior has a total mediating effect on the relationship between transactional leadership and emotional intelligence and that 15.9% of the variance of the emotional intelligence variable is explained by the model. This study theoretically contributes to the literature and provides empirical evidence of the relationship between the variables included in the model. Likewise, the model of the variables generated is useful both for the academic and business worlds; yet it must be strengthened and improved by adding more variables. This research contributes to deepening the understanding of the relationship between emotional intelligence, transactional leadership, and innovative behavior in the textile field during the SARS-CoV-2 period. Full article
(This article belongs to the Special Issue Customer Orientation, Job Satisfaction and Knowledge Management as Drivers of Improved Organisational Performance)
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18 pages, 481 KiB  
Article
Attitude towards Online Shopping during Pandemics: Do Gender, Social Factors and Platform Quality Matter?
by Nada Mallah Boustani, May Merhej Sayegh and Zaher Boustany
J. Risk Financial Manag. 2022, 15(10), 474; https://doi.org/10.3390/jrfm15100474 - 18 Oct 2022
Cited by 6 | Viewed by 3255
Abstract
Because of the advancement of electronic commerce, online shopping has emerged, merging commercial and social activities and enhancing the social presence and value of the online environment. To improve the understanding of the changes in the consumer behavior during the COVID-19 pandemic, this [...] Read more.
Because of the advancement of electronic commerce, online shopping has emerged, merging commercial and social activities and enhancing the social presence and value of the online environment. To improve the understanding of the changes in the consumer behavior during the COVID-19 pandemic, this study proposes a set of characteristics connected to the social side of online shopping and their influence on client purchasing attitude in addition to the quality of the platforms that are being used (service quality, system quality and information quality). For this matter, a survey of 289 Lebanese people was circulated in 2021 and a quantitative method was used to answer three research questions. Types of goods purchased and frequency of buying on-line were tested to check the presence of any gender differences, in addition to the relationship between the variables studied in the model. According to the research, social presence, social value, and tendency to compare products on different shopping platforms all have a significant correlation with the attitude towards online shopping, where the system quality was the least significant. When it comes to purchasing frequency and product types, the data gathered imply that gender disparities are considerable. This study does not consider the consumer’s living environment or whether there are any age differences between the generations shopping online. Full article
(This article belongs to the Special Issue Customer Orientation, Job Satisfaction and Knowledge Management as Drivers of Improved Organisational Performance)
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18 pages, 694 KiB  
Article
Driving SMEs’ Performance in South Africa: Investigating the Role of Performance Appraisal Practices and Managerial Competencies
by Nhamo Mashavira, Sevias Guvuriro and Crispen Chipunza
J. Risk Financial Manag. 2022, 15(7), 283; https://doi.org/10.3390/jrfm15070283 - 27 Jun 2022
Cited by 3 | Viewed by 3148
Abstract
Managerial competencies and performance appraisal practices are often ignored when considering the performance of Small-to-Medium Enterprises (SMEs). Yet, these competencies and practices are fundamental for the survival of the SMEs. SMEs are critical for economic growth and job creation in many economies. The [...] Read more.
Managerial competencies and performance appraisal practices are often ignored when considering the performance of Small-to-Medium Enterprises (SMEs). Yet, these competencies and practices are fundamental for the survival of the SMEs. SMEs are critical for economic growth and job creation in many economies. The current study sought to establish whether managerial competencies and performance appraisal practices correlate with SMEs’ performance in South Africa. Firm performance was measured using two variables: innovation and return on investment (ROI). The study adopted a structural equation modelling analytical approach. Interpersonal competencies were found to be a significant factor of managerial competencies, but conceptual and political competencies were not. The study also found that managerial competencies, and not performance appraisal practices, significantly correlated with both innovation and ROI. The study recommends that performance appraisal practices be tailored to suit SMEs in the developing countries context. Full article
(This article belongs to the Special Issue Customer Orientation, Job Satisfaction and Knowledge Management as Drivers of Improved Organisational Performance)
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19 pages, 675 KiB  
Article
Employee Organisational Commitment and the Mediating Role of Work Locus of Control and Employee Job Satisfaction: The Perspective of SME Workers
by Miston Mapuranga, Eugine Tafadzwa Maziriri, Tarisai Fritz Rukuni and Thobekani Lose
J. Risk Financial Manag. 2021, 14(7), 306; https://doi.org/10.3390/jrfm14070306 - 5 Jul 2021
Cited by 6 | Viewed by 4522
Abstract
In Southern Africa, employees play a critical role in the growth of small and medium enterprises (SMEs). As a result, SMEs’ effectiveness depends on the presence of virtuous workplace spirituality and procedural justice, which affects work locus of control, employee job satisfaction, and [...] Read more.
In Southern Africa, employees play a critical role in the growth of small and medium enterprises (SMEs). As a result, SMEs’ effectiveness depends on the presence of virtuous workplace spirituality and procedural justice, which affects work locus of control, employee job satisfaction, and employee organisational commitment. The researchers looked at how work locus of control, employee job satisfaction, and employee organisational commitment were influenced by workplace spirituality and procedural justice among SME employees in Harare, Zimbabwe. The study data was quantitatively analysed. According to the results, workplace spirituality, procedural justice, and work locus of control all play a role in enhancing employee job satisfaction and commitment. The relationship between workplace spirituality, procedural justice, and employee organisational commitment was positively influenced by work locus of control and employee job satisfaction. The findings of this study are expected to provide valuable insights into the unique key determinants affecting work locus of control, employee job satisfaction, and employee commitment to the organisation. Full article
(This article belongs to the Special Issue Customer Orientation, Job Satisfaction and Knowledge Management as Drivers of Improved Organisational Performance)
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21 pages, 1868 KiB  
Article
A Structural Equation Modelling Evaluation of Antecedents and Interconnections of Call Centre Agents’ Intention to Quit
by Chux Gervase Iwu, Abdullah Promise Opute, Olayemi Abdullateef Aliyu, Chukuakadibia Eresia-Eke, Tichaona Buzy Musikavanhu and Afeez Olalekan Jaiyeola
J. Risk Financial Manag. 2021, 14(4), 179; https://doi.org/10.3390/jrfm14040179 - 13 Apr 2021
Cited by 3 | Viewed by 2712
Abstract
Call centers play a significant role in the operational dynamics of different types of businesses. This is especially the case because a call center agent’s demeanor can impair or engender customer satisfaction, which has ramifications for business patronage. Unfortunately, the pressures associated with [...] Read more.
Call centers play a significant role in the operational dynamics of different types of businesses. This is especially the case because a call center agent’s demeanor can impair or engender customer satisfaction, which has ramifications for business patronage. Unfortunately, the pressures associated with the role of the call center agent have made staff attrition a norm in the industry. While this does not augur well for the call center or the organizations that they serve, the role of possible antecedents in the equation of staff attrition in South African call centers remains largely unexplored. Using a structural equation modeling approach, this study examined the interconnections between customer orientation, knowledge management, job satisfaction, and employees’ intention to quit. Additionally, the mediating influence of job satisfaction on the association between customer orientation and knowledge management of the intention to quit is examined. This study found significant relationships between knowledge management, customer orientation, and job satisfaction and the dependent variable (intention to quit). In addition, this study establishes that the extent to which job satisfaction may mediate the influence on the intention to quit hinges on the organizational element considered. Two factors limit the extent to which the findings from this study can be generalized. First, this study focused on the call center setting in South Africa. Second, convenience sampling was used in this study. This study points to critical operational practices that call center managers can embrace toward enhancing job satisfaction and reducing intention to quit propensity. Using structural equation analysis, we contend that call centers in the South African setting would effectively address staff attrition if appropriate organizational practices are endorsed toward ensuring employee job satisfaction. Full article
(This article belongs to the Special Issue Customer Orientation, Job Satisfaction and Knowledge Management as Drivers of Improved Organisational Performance)
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