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The interactional and distributive dimensions of perceived justice as one of its objectives are to reveal the link between perceived justice and service satisfaction (SS). The purpose of this paper is to consider the influence of the perceived justice that South African retail bank customers experience based on the service recovery efforts of these banks in response to their complaints, the customers’ SS, and, consequently, the behavioral intention (BI) toward these banks.

This study focuses on the perceived justice construct where a service failure has occurred followed by a customer complaint and a resultant service provider response. In total, 281 respondents completed a structured self-administered questionnaire.

The study found that interactional and distributive justice (DJ) experienced in response to the service recovery efforts of a bank significantly and positively influence SS, and that SS in turn significantly and positively influences the BI of these customers. However, it was found that interactional and DJ had no direct effect on BI.

The research model tested addresses the interfaces between service receivers’ perception of interactional justice, distributional justice and SS as well as the interface between SS and BI. The tested research model indicates that both are interrelated through SS.

It is evident from the findings that retail banks should utilize the service encounter that follows a customer complaint as a desirable prospect to implement strategies to recover from service failures in an effort to bring about perceived justice that will ultimately influence customers’ levels of SS and BI.

This study makes a complementary contribution to previous studies and existing theory building a nomological framework of constructs in service encounters consisting of service receivers’ perceived justice, SS and BI.

This study aims to explore the extent to which internal marketing influences employees’ perceived ability to deliver service quality in the Islamic banking industry in Oman. Additionally, the influence of perceived service quality on perceived customer satisfaction is established.

Data was obtained from retail banking branch employees at the customer front line of Islamic banks in Oman using electronic and person-administered surveys, and 272 responses were deemed suitable for data analysis. The measurement and structural models were measured through structural equation modelling.

The findings show that internal promotion, internal process and internal purpose are enablers of employees’ perceived ability to deliver service quality in the Islamic banking industry of Oman. In addition, service quality was found to have a strong positive influence on perceived customer satisfaction in Islamic banks.

This study demonstrates that internal product, internal price, internal promotion, internal process and internal purpose are influencers of service quality, and the latter has a direct relationship with perceived customer satisfaction in Islamic banking.

The findings can guide the Islamic banking sector in Oman on how internal marketing can foster service quality, ultimately leading to positive perceived customer satisfaction experiences.

The internal marketing mix model is predominately a Western model, which has been tested primarily in mature Western markets. This study reflects on ten internal marketing mix elements, which have been tested for the enablement of service quality and perceived customer satisfaction in Oman.

Within the highly competitive clothing retail industry, retailers (both affordable and premium) need to consider which customer experience elements drive customer satisfaction and repurchase intentions. The purpose of this study is to determine whether customer expectations are different for various types of clothing retailers, and what customers specifically expect when purchasing from a retailer.

For this study, a positivistic quantitative research design and a non-probability convenience sampling method were used. A total of 222 useable questionnaires were used to conduct descriptive statistics. Confirmatory factor analysis, structural equation modelling and multi-group analysis were run to test the hypotheses.

The results indicate that customers expect affordable retailers to provide them with convenience and to create a positive shopping experience, while premium clothing retailers should offer added-value and convenience. In addition, the presence of other customers influences the experience. For both groups, satisfaction was a predictor of loyalty, which, in turn, was a predictor of repurchase intentions.

The study is unique as it compares the customer expectations for satisfaction and repurchase intentions for both affordable retailers and premium retailers. The study is conducted in an emerging market context where the growth of the retailing industry is visible. By conducting this study, both affordable and premium clothing retailers are more informed with regards to their customer's expectations and how those expectations should be managed in order to ensure satisfaction and repurchase intention.

Networking is an important managerial skill and small businesses and businesses that are operated in informal settings, such as those of the festival entrepreneur, need to concentrate on building strong relationships with the role players in their networks in order to survive, thrive and to enhance their competitiveness. The purpose of this paper is to investigate the current level of networking skills and to determine the perceptions of entrepreneurs of their current networking relationships. The tourism industry, which is regarded as a people's industry, needs high levels of networking skills to meet customer needs and expectations. Networking can therefore be seen as a key success factor. The Grahamstown National Arts festival is South Africa's oldest arts festival and was chosen, first because of the economic impact it has and, second, tourism and entrepreneurship are considered as key developmental issues in South Africa.

A quantitative study (structured questionnaire) was used to achieve the goal of the study and 137 festival entrepreneurs participated. A factor analysis was conducted with an Oblimin rotation to determine the factors that correlate most strongly with each other.

The main findings indicated that becoming a festival entrepreneur is a career choice and, second, that relationships and trust are important aspects of networking behaviour.

It is very important to investigate entrepreneurial behaviour in terms of networking practices at festivals. This research might help festival organisers to better understand and support the entrepreneurs conducting their business at these festivals and the organisers can offer services to support these networking efforts by offering courses, networking opportunities and engagement on higher levels of festival management. This research might also assist in the development of tourism curriculums which focus on event tourism.

The purpose of this research is to provide useful insights for multinational corporations (MNCs) that intend to transfer knowledge to their subsidiaries situated in Mozambique. The local operating conditions particular to that country are influenced by three analytic dimensions: the source's ability to transfer knowledge, the climate of cooperation between source and recipient and the recipient's absorptive capacity.

The case study deals with four MNCs with subsidiaries in Mozambique which have developed activities in the industrial sector. The analysis is applied to those companies in order to answer the research questions.

The results obtained reveal that the recipient should not be made to feel that the transferred knowledge is imposed by the source, so that it can be used as an asset in the production of new products, but without reproducing the business model of the source. This process of adaptation to the specific local context is crucial.

The case study method does not permit the generalization of the results, but it does make it possible to study a combination of problems related to the phenomenon that contribute to a better understanding.

The purpose of this paper is to contribute to a better understanding of the process of knowledge transfer to subsidiary companies based in Mozambique, and greater efficiency in that process, taking into consideration the specific characteristics of the local market and the local absorptive capacity.

South Africa (SA) has undertaken significant institutional reforms since the change in its political regime in 1994. During the same period, SA has also experienced rapid economic growth. Although it is widely accepted that institutional reform generally has positive impacts on firm competitiveness and economic growth, the extent to which institutional reforms in SA have been of benefit to businesses is not well understood. The purpose of this paper is to focus specifically on the rule of law and assesses the extent to which the rule of law affects business performance.

The study uses multinomial logistic regression techniques and data, from a large‐scale firm level survey (n=751) of SA businesses undertaken by the World Bank in 2007, to estimate the effects of various elements of the rule of law on firm performance.

Crime and theft were found to have the largest impact on business performance, followed by corruption and tax administration. Political instability and the effectiveness of the court system were not perceived to affect business performance significantly.

Ongoing institutional reforms aimed at improving business performance and competitiveness in SA should pay particular attention to the design of effective policies to address crime, theft, corruption and tax administration issues faced by businesses.

The study is one of the first to provide empirical evidence based on a large‐scale survey of the extent to which crime and theft, corruption and tax effectiveness inhibit business growth in SA.

Entrepreneurship theories have a predominant developed economy focus, but the relevance of these theories for emerging economies remains largely untested. The purpose of this paper is to show how the antecedents to strategic corporate entrepreneurship influence the entrepreneurial intensity of emerging economy firms in South Africa.

A quantitative study was carried out, using a telephone survey to obtain responses from 146 established South African firms.

The findings indicate that entrepreneurship theories are contingent on the economic context. Entrepreneurial intensity (EI) of firms is strongly related to organizational antecedents and environmental opportunity perceptions. Three organizational antecedents are crucial to create a supportive internal environment: management support, autonomy and rewards. Furthermore, perceptions of munificence are positively related to EI. However, hostility, found to be related to entrepreneurial activity in developed economies, is not related to EI in this sample.

Managers, operating in emerging economies, can stimulate strategic corporate entrepreneurship by creating a supportive internal climate and fostering opportunity perceptions in dynamic, hostile environments; however, strategies using social or political capital seem to be more suitable for managing threats.

This paper enriches understanding of the contingent nature of entrepreneurship theories, suggesting that emerging country context matters, in terms of environmental opportunity and hostility perceptions for strategic corporate entrepreneurship.

The purpose of this paper is to analyze how strategic renewal affects the reconfiguration of capabilities. In the context of organizational change in a large utility firm, we examine the evolution of the capability structure, and explain the emergence and persistence of capability gaps.

The paper uses an inductive multiple case study methodology to compare four processes of capability reconfiguration at Eskom, South Africa's electricity supplier.

The results show that strategic renewal unfolds through different processes, which vary in their impact. Some processes have an immediate effect in closing capability gaps. The impact of others is with a significant time lag. Most critical, however, are processes that widen capability gaps. As a result, firms may face severe and persistent performance deficiencies.

Prior research has only marginally addressed the relationship between strategic renewal and capability reconfiguration, and has largely neglected emerging capability gaps.

Strategic renewal may cause unintended crowding out effects of specific capabilities. Managers need to consider these potential implications of strategic renewal.

Understanding the challenges of how to improve the performance of utility services is crucial for economic development, welfare and social inclusion.

This study importantly highlights that the emergence of capability gaps is a common phenomenon rather than an exception in strategic renewal processes. The findings contribute to the strategic renewal literature and to management research in infrastructure sectors.

The purpose of this paper is to explore the establishment and development of a leadership centre in a South African University. The paper is concerned with reviewing concepts of identity, ideology and struggle from a systems‐wide perspective and their impact on working with transformational change in a society in transition.

A conversational framework was used by the authors to create deeper understandings of the complexity of human and social relations in the context of the case. The paper uses methodologies for reflective investigation informed by the work of Boje and Flyvbjerg to review a ten year longitudinal case study.

The paper supports the view that “idealised” forms of organizational intervention and narratives about it often ignore the real world of competing rationalities, such as issues related to multiple and competing identities, contested ideologies and conflict and therefore “edit out” what is involved in the struggle to lead alternative forms of organization in periods of transition.

As with all research based on a case study approach it is difficult to make claims about a major contribution to generative knowledge. However, an in‐depth review of situated knowledge can offer insights which may be useful in exploring the dynamics of transformational change in other societies in transition.

The paper offers an in‐depth review of factors impacting on change and develops an interpretative framework that could be applied in other contexts. Given the current systemic changes taking place within the Middle East and North Africa (MENA) region, the paper could offer insight into working with transformational change in societies in transition.