http://41.74.91.244:8080/handle/123456789/61 2026-04-03T18:28:11Z http://41.74.91.244:8080/handle/123456789/4836 Service recovery and customer satisfaction: A Case of Uganda Ibrahim, M. This study sought to explore service recovery strategies adopted by telecommunication companies operating in Africa with Uganda Telecom as a case study. The study adopts a quantitative approach design. A sample size of 250 respondents was used for this study comprising 100 Uganda telecom Staff and 150 subscribers of Uganda telecom in Kampala central business district. Findings of the study revealed a significant positive relationship between service recovery based on firm’s understanding of customer complaints, firm’s fair treatment of customer complaints and customer satisfaction. Furthermore, the study also found a positive correlation between service recovery and customer satisfaction. The study contributes to extant literature on service recovery from developing country perspective. 2014-01-01T00:00:00Z http://41.74.91.244:8080/handle/123456789/4835 Reconceptualization of entrepreneurial orientation in an emerging market insurance company Ibrahim, M. The authors examine how entrepreneurial firms gain competitive advantage and hence entrepreneurial success by optimizing their dynamic capabilities. Using a single case design, incorporating in-depth interviews with key informants within an insurance company inGhana, the authors attempt to highlight the limitations of an existing model. Their key proposition is that the growth and profitability exhibited in the case study are largely attributable to its ability to leverage its entrepreneurial orientation. They argue, therefore, that despite the ability of the resource-based view to translate into competitive advantage at the firm level, it falls short of longer-term competitive advantages and entrepreneurial success—especially in the financial services sector with homogeneous product offerings 2015-01-01T00:00:00Z http://41.74.91.244:8080/handle/123456789/4834 Interrogation of dialogic potential of university websites in Ghana Ibrahim, M. The purpose of this paper is to examine the dialogic features of university websites in Ghana and their potential for interacting with existing students while wooing potential students. This study was executed via a content analysis of university websites in Ghana. The results of the study show that Ghanaian universities adequately utilize the dialogic principles as proposed by Kent and Taylor (1998) in designing their websites. The findings show a preponderance in use of the dialogic loop principle by the sampled institutions in Ghana. However, the results also show poor performance by the sampled institutions on return visit principle. The research paper contributes to the scarce literature on dialogic potential of websites in a developing country context. 2015-01-01T00:00:00Z http://41.74.91.244:8080/handle/123456789/4833 Modelling the antecedents and consequence of consumer switching behaviour in Ghanaian mobile telecommunication industry Nimako, S.G. The paper proposed and empirically validated a theoretical model for explaining antecedents and consequence of consumer switching intentions in the mobile telecommunication service context. The proposed model was validated with data from 736 subscribers of six global providers of telecommunication services. Results indicate that the proposed model explains 59% of switching intentions; all antecedents under push, pull and three types of mooring effects significantly influence switching intentions. Switching intention was found to negatively affect loyalty and recommendation behaviour, but did not influence switching behaviour. The study provides theoretical extensions to the push-pull-mooring model of consumer switching. While the study is limited to the mobile telephony context, it offers a new theoretical model that enables marketing managers to fully conceptualise competing factors that affect consumer switching process. 2015-01-01T00:00:00Z