The effects of Customer Role Clarity on Emergent Change Preparedness among Firms in the Telecommunication Industry, in Nakuru Sub County, Kenya
Journal Title: Scholars Bulletin - Year 2018, Vol 4, Issue 7
Abstract
Abstract:This study sought to examine the link between customer role clarity and emergent change preparedness. Customer role clarity emanates from the experience that a customer obtains from a particular service provider to the extent of becoming a co-producer on their product. The complex nature of the organizations has led to the upsurge of the emergent change. These abrupt changes have left customers in a state of confusion and sometimes they abscond since they do not understand their roles in the organization. However, despite the effort put into obtaining more customers in the organization, the organization keeps on losing its grip on the customers when emergent change arises. This study adopted a census survey that was completed by all the 39 managers from Safaricom, Airtel and Telkom Telecommunication’s companies in Nakuru Sub County, Kenya. The study established a significant positive relationship between customer role clarity and emergent change preparedness. The results found a significant value of 0.002 which showed a statistically significant relationship of the study variables. The findings demonstrate that if telecommunication companies clearly defined the roles of the customers, they would be prepared for any emergent change that arises. The study lays a foundation through which customer role clarity is the backbone for the investigation of other customer participation strategies. Keywords:Customer Role Clarity, Emergent Change Preparedness.
Authors and Affiliations
Joyce Viata, Paul Gesimba, Peter Mwaura
Keywords
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