Abuga, G. (2012). A Case study on the effects of occupational health and safety
programs on organizational effectiveness. Unpublished Masters’ Dissertation.
Kenyatta University. http://ir-library.ku.ac.ke/handle/123456789/7407. Accessed
2018/06/28.
Amponsah-Tawiah, K. & Mensah, J. (2016). Occupational health and safety and
organizational commitment: evidence from the Ghanaian Mining Industry. Safety
and Health at Work,7, 225-230.
Armstrong, M. (2012). Strategic human resource management practice. Kogan
Page, London
Baruch, Y. & Holtom, B. C. (2008). Survey response rate levels and trends in
organizational research. Human Relations, 61(8), 1139-1160.
Bhusnure, O.G., Dongare, R.B., Gholve, S.B. & Giram, P.S. (2018). Chemical
hazards and safety management in pharmaceutical industry. Journal of Pharmacy
Research | 12(3), 357-369.
Chemical and Allied Industries Association (CAIA). (2017). Chemical industry
viewpoint: The Chemical and Allied Industries Association (CAIA) Summit. CSIR
International Convention Centre in Pretoria 5-7 October 2017.
Byremo, C. (2015). Human Resource Management and Organisational
Performance Does HRM lead to improved organizational performance?
https://www.duo.uio.no/bitstream/handle/10852/49030/Cathrine-Byremo-2015---
HRM-and-Organisational-Performance--Does-HRM-lead-to-improvedorganisational-performance-.pdf?sequence=1. Accessed 2018/06/29.
Chan, F.T.S. & Qi, H.J. (2003). An innovative performance measurement method
for supply chain management. Supply Chain Management. An International
Journal, 8, 209–223.
Chemical and Allied Industries Association (CAIA). (2010). History of SA
Chemical Industry, 1896 to 2010.
https://www.google.co.za/search?q=chemical+and+allied+industries+association
&rlz=1C1CHBD_enZA803&oq=Chemical+and+Allied+Industries+Association&
aqs=chrome.0.0l5.964j0j7&sourceid=chrome&ie=UTF-8. 2018/06/28.
Churchill, G.A. (1979). A paradigm for developing better measures of marketing
constructs. Journal of Marketing Research, 16(1), 64-73.
Clements, A., Dunn, M., Firth, V., Hubbard, L., Lazonby, J. & Waddington, D.
(2010). The essential chemical industry. York: Chemical Industry Education
Centre.
Comrey, A.L. & Lee, H.B. (1992). A first course in factor analysis (2nd edition).
Hillsdale, NJ: Lawrence Erlbaum Associates.
Crozier, G.K.D. & Baylis, F. (2010). The ethical physician encounters international
medical travel. Journal of Medical Ethics, 36, 297-301.
DeVellis, R.F. (2012). Scale development: Theory and application. Los Angeles:
Sage.
Du Toit, W.J. (2012). The relationship between health and safety and human risk
taking behaviour in the South African Electrical Construction industry. Theses
Nelson Mandela Metropolitan University. [Online]. Available:
http://www.masterbuilders.co.za/resources/docs/NewsArticles:2012,PDFs/100512_Relationship,between,H_S_Human_Risk_taking_Be
haviour_in_South_African_Electrical_Construction_Ind.pdf [Accessed: 21 August
2018].
Fornell, C.& Larcker, D.F. (1981). Evaluating structural equation models with
unobservable variables and measurement error. Journal of Marketing Research,
18(1), 39-50.
Foromo, M.R., Chabeli, M. & Satekge, M.M. (2016). Survey on the implementation
of the Occupational Health and Safety Act at an academic hospital in Johannesburg.
Curationis, 39(1), 1-10.
Fynes, B., de Bu´ rca, S. & Marshall, D. (2004). Environmental uncertainty, supply
chain relationship quality and performance. Journal of Purchasing & Supply
Management, 10, 179-190.
Han, H. & Hyun, S.S. (2015). Customer retention in the medical tourism industry:
Impact of quality, satisfaction, trust, and price reasonableness. Tourism
Management, 46, 20-29.
Hair, J.F., Hult, G.T.M., Ringle, C. & Sarstedt, M. (2013). A Primer on Partial Least
Squares Structural Equation Modeling (PLS-SE). Sage Publications, Inc.
Han, H., & Hyun, S. (2013). Image congruence and relationship quality in
predicting switching intention: conspicuousness of product use as a moderator
variable. Journal of Hospitality and Tourism Research, 37(3), 303-329.
Liu, H., Ke, W., Wei, K.K. & Hua, Z. (2013). Effects of Supply Chain Integration
and Market Orientation on Firm Performance: Evidence from China. International
Journal of Operational & Production Management, 33(3), 322-346.
Truong, H.Q., Sameiro, M., Fernandes, A.C., Sampaio, P., Duong, B.T., Duong,
H.H., & Vilhenac, E. (2017). Supply chain management practices and firms’
operational performance. International Journal of Quality & Reliability
Management, 34(2), 176-193.
Jani, D., & Han, H. (2013). Personality, social comparison, consumption emotions,
satisfaction, and behavioral intentions: how do these and other factors relate in a
hotel setting? International Journal of Contemporary Hospitality Management,
25(7), 970-993.
Jelimo, M.S. (2007). The Effects of Occupational Health and Safety on Employee
Productivity (Descriptive Study). Unpublished, Moi University, Kenya.
http://erepository.uonbi.ac.ke/bitstream/handle/11295/93944/Oluoch_Effect%20O
f%20Occupational%20Safety%20And%20Health%20Programmes%20On%20E
mployee%20Performance%20At%20Kenya%20Power%20Company%20Limited.
pdf?sequence=3. Accessed 2018/06/25.
Jing-Bo, S., Zhe, W. & Xuan-Xuan, L. (2008). The driving factor of customer
retention: Empirical study on bank card. Proceedings of the Management Science
and Engineering, 15, 558-564.
Katsuro, P., Gadzirayi, C.T., Taruwona, M. & Mupararano, S. (2010). Impact of
occupational health and safety on worker productivity: A case of Zimbabwe food
industry. African Journal of Business Management, 4(13), 2644-2651.
Kaynak, H. & Hartley, J.L. (2008). A replication and extension of quality
management into the supply chain. Journal of Operational Management, 26(4),
468-489.
KEMI Report. (2010). Chemical industry from an economic perspective of
development trends in the world, the EU, and Sweden in 2010.
https://www.kemi.se/global/rapporter/2010/rapport-5-10-chemical-industry-froman-economic-perspective.pdf. Accessed 2018/06/29.
Kim, J. (2017). The impact of different price promotions on customer retention.
Journal of Retailing and Consumer Services, 30(40),1-8.
Kline, R. B. (2010). Principles and practice of structural equation modeling. (3rd
ed.). New York, New York: Guilford Press.
Kotzee, E. (2014). Evaluating the awareness of environmental management
accounting in the South African chemical industry.
http://dspace.nwu.ac.za/bitstream/handle/10394/14292/Kotzee_E.pdf?sequence=1
&isAllowed=y.Accessed 2018/06/28.
Kumar, V., Batista, L. & Maull, R. (2011). The impact of operational performance
on customer loyalty. Institute for Operational Research and the Management
Sciences, 3(2), 158-171.
Lingard, H., Wakefield, R. & Cashin, P. (2011). The development and testing of a
hierarchical measure of project OHS performance. Engineering and Construction
Architect Management, 18(1), 30-49.
Majozi, T. & Veldhuizen, P. (2015). The chemical industry in South Africa.
American Institute of Chemical Engineers (AIChE), 46-51.
Majozi, T. & Veldhuizen, P. (2015). The Chemicals Industry in South Africa.
American Institute of Engineers (AICHE), 1, 46-51.
Naudé, P. & Buttle, F. (2000). Assessing relationship quality. Industrial Marketing
Management, 29(4), 351-361.
Nischal, C.K. (2015). Customer relationship management and customer retention
in the Amica Restaurant at Valmet Oy Ltd. Thesis, JAMK University. [Online].
Available:<
https://www.theseus.fi/bitstream/handle/10024/103213/Nischal_final.pdf?sequenc
e=1> [Accessed: 21 August 2018].
Nguegan Nguegan, C.A. & Mafini, C. (2017). Supply chain management problems
in the food processing industry: Implications for business performance. Acta
Commercii, 17(1), 1-15.
Oh H.C., Karimi I.A. & Srinivasan R. (2008). Supply chain management in the
chemical industry: trends, issues, and research interests. In: Tang C.S., Teo CP.,
Wei KK. (eds) Supply Chain Analysis. International Series In Operational Research
& Mana, Inc,119
Oliveira, D. (2014). South African chemicals industry has growth potential.
http://www.engineeringnews.co.za/article/south-african-chemicals-industry-hasgrowth-potential-2014-03-21. Accessed, 2018/06/20.
Prajogo, D., Oke, A., Olhager, J. (2016). Supply chain processes. International
Journal of Operational and Production Management, 36, 220–238.
Razavi, S.M., Abdi, M., Amirnequiee, S. & Ghasem, R. (2016). The impact of
supply chain relationship quality and cooperative strategy on strategic Purchasing.
Journal of Logistics Management 2016, 5(1), 6-15.
Roberts-Lombard, M. & Nyadzayo, M.W. (2014). Supplier-customer relationship
management and customer retention: A perspective on motor dealerships in an
emerging Economy. Mediterranean Journal of Social Sciences, 5(20), 792-801.
Saunders, M., Lewis, P. & Thornhill, A. (2012). Research methods for business
students. 6th edition, Pearson Education Limited.
Sembe, F. & Ayuo, A. (2017). Effect of selected occupational health and safety
management practices on job satisfaction of employees in university campuses in
Nakuru Town, Kenya. Journal of Human Resource Management; 5(5): 70-77.
Sikpa F.C. (2011). An assessment of occupational health and safety practices on
job performance at the Tetteh Quashire Memorial Hospital, Akuapan. Kwame
Nkrumah University Publishers, Ghana.
http://ir.knust.edu.gh/bitstream/123456789/4225/1/Sikpa%20Francis%20thesis.pd
f. Accessed 2018/06/22.
Srinivasan, M., Mukherjee, D. & Gaur, A.S. (2011). Buyer-supplier partnership
quality and supply chain performance: moderating role of risks, and environmental
uncertainty. European Management Journal, 29(4), 260-271.
Taderera, H. (2012). Occupational health and safety management systems:
Institutional and regulatory frameworks in Zimbabwe. International Journal of
Human Resource Studies, 2(4), 99-117.
Department of Mineral Resources. (2017). The contribution of industrial minerals
to South Africa's Economic Growth: The quest to increase food security, accelerate
infrastructural development and chemical expansion.
http://www.dmr.gov.za/LinkClick.aspx?fileticket=j01VskVV2o8%3D&portalid=
0. Accessed 2018/ 06/20.
Terblanche, N.S. & Boshoff, C. (2010). Quality, value, satisfaction and loyalty
amongst race groups: A study of customers in the South African fast food industry.
South African Journal of Business Management, 41(1), 1-9.
Tomic, I., Tesic, Z., Kuzmanovic, B. & Tomic M. (2018). An empirical study of
employee loyalty, service quality, cost reduction and company performance.
Economic Research-Ekonomska Istraživanja, 31(1), 827-847.
Tremblay, A. & Badri, A. (2018). A novel tool for evaluating occupational health
and safety performance in small and medium-sized enterprises: The case of the
Quebec forestry/pulp and paper industry. Safety Science, 101, 282-294.
Turkulainen, V. & Ketokivi, M. (2013). The contingent value of organizational
integration. Journal of Organization Design, 2(2), 31-43.
Vermeulen, Y., Niemann, W. & Kotzé, T. (2016). Supply chain integration: A
qualitative exploration of perspectives from plastic manufacturers in Gauteng’,
Journal of Transport and Supply Chain Management 10(1), 1-23.
Odongo, W., Dora, M., Molnár, A., Ongeng, D. & Gellynck, X. (2016).
Performance perceptions among food supply chain members: A triadic assessment
of the influence of supply chain relationship quality on supply chain performance.
British Food Journal, 118(7), 1783-1799.
Wirtz, B. W. & Lihotzky, N. (2003). Customer retention management in the B2C
Electronic Business. Long Range Planning: International Journal of Strategic
Management, 36(6), 517-532.
Woo, K.S. & Ennew, C.T. (2004). Business-to-business relationship quality: an
IMP interaction-based conceptualization and measurement. European Journal of
Marketing, 38(9), 1252-1271.
Young, J.A. (2000). Strategic alliances: are they relational by definition. Working
Paper, Indiana State University.
/http://www.sbaer.uca.edu/research/sma/1995/pdf/73.pdfS. Accessed 2018/06/29.
Zhu, Q., Sarkis, J. & Lai, K. (2008). Confirmation of a measurement model for
green supply chain management production and environmental performance.
Production and Operational Management, 10(3): 244-256.
DRIVERS OF OPERATIONAL PERFORMANCE AND CUSTOMER RETENTION IN THE CHEMICALS INDUSTRY
South Africa has a vibrant chemical industry that contributes significantly to the
socio-economic well-being of the country. However, due to ease of entry, there is
a proliferation of businesses operating in this industry, which has increased the level
of competition within the industry. Most businesses operating in this industry,
therefore, face the challenge of retaining their customers in the wake of the
increased competition. This study aimed to investigate the drivers of operational
performance and customer retention in the chemicals industry in South Africa. To
achieve this aim, the study tested the relationships between supply chain
relationship quality, workplace safety and health, operational performance and
customer retention within firms operating in the chemicals industry in Gauteng
Province.
Using a quantitative approach, a survey questionnaire was distributed to a
convenient sample of 184 professional employees drawn from selected businesses
in the chemicals industry. Hypotheses were then tested through the structural equation modelling approach using SMART PLS 3 statistical software. The results
of the study show that supply chain relationship quality positively influenced the
adherence to safety regulations. Both relationship quality and safety regulations
positively influenced operational performance and customer relationships.
However, there was no relationship between operational performance and customer
retention. Practitioners in the chemicals industry can apply the results of the study
in improving the retention of customers by implementing strategies for improving
the adherence to safety and health standards and the quality of relationships with
all stakeholders.
Abuga, G. (2012). A Case study on the effects of occupational health and safety
programs on organizational effectiveness. Unpublished Masters’ Dissertation.
Kenyatta University. http://ir-library.ku.ac.ke/handle/123456789/7407. Accessed
2018/06/28.
Amponsah-Tawiah, K. & Mensah, J. (2016). Occupational health and safety and
organizational commitment: evidence from the Ghanaian Mining Industry. Safety
and Health at Work,7, 225-230.
Armstrong, M. (2012). Strategic human resource management practice. Kogan
Page, London
Baruch, Y. & Holtom, B. C. (2008). Survey response rate levels and trends in
organizational research. Human Relations, 61(8), 1139-1160.
Bhusnure, O.G., Dongare, R.B., Gholve, S.B. & Giram, P.S. (2018). Chemical
hazards and safety management in pharmaceutical industry. Journal of Pharmacy
Research | 12(3), 357-369.
Chemical and Allied Industries Association (CAIA). (2017). Chemical industry
viewpoint: The Chemical and Allied Industries Association (CAIA) Summit. CSIR
International Convention Centre in Pretoria 5-7 October 2017.
Byremo, C. (2015). Human Resource Management and Organisational
Performance Does HRM lead to improved organizational performance?
https://www.duo.uio.no/bitstream/handle/10852/49030/Cathrine-Byremo-2015---
HRM-and-Organisational-Performance--Does-HRM-lead-to-improvedorganisational-performance-.pdf?sequence=1. Accessed 2018/06/29.
Chan, F.T.S. & Qi, H.J. (2003). An innovative performance measurement method
for supply chain management. Supply Chain Management. An International
Journal, 8, 209–223.
Chemical and Allied Industries Association (CAIA). (2010). History of SA
Chemical Industry, 1896 to 2010.
https://www.google.co.za/search?q=chemical+and+allied+industries+association
&rlz=1C1CHBD_enZA803&oq=Chemical+and+Allied+Industries+Association&
aqs=chrome.0.0l5.964j0j7&sourceid=chrome&ie=UTF-8. 2018/06/28.
Churchill, G.A. (1979). A paradigm for developing better measures of marketing
constructs. Journal of Marketing Research, 16(1), 64-73.
Clements, A., Dunn, M., Firth, V., Hubbard, L., Lazonby, J. & Waddington, D.
(2010). The essential chemical industry. York: Chemical Industry Education
Centre.
Comrey, A.L. & Lee, H.B. (1992). A first course in factor analysis (2nd edition).
Hillsdale, NJ: Lawrence Erlbaum Associates.
Crozier, G.K.D. & Baylis, F. (2010). The ethical physician encounters international
medical travel. Journal of Medical Ethics, 36, 297-301.
DeVellis, R.F. (2012). Scale development: Theory and application. Los Angeles:
Sage.
Du Toit, W.J. (2012). The relationship between health and safety and human risk
taking behaviour in the South African Electrical Construction industry. Theses
Nelson Mandela Metropolitan University. [Online]. Available:
http://www.masterbuilders.co.za/resources/docs/NewsArticles:2012,PDFs/100512_Relationship,between,H_S_Human_Risk_taking_Be
haviour_in_South_African_Electrical_Construction_Ind.pdf [Accessed: 21 August
2018].
Fornell, C.& Larcker, D.F. (1981). Evaluating structural equation models with
unobservable variables and measurement error. Journal of Marketing Research,
18(1), 39-50.
Foromo, M.R., Chabeli, M. & Satekge, M.M. (2016). Survey on the implementation
of the Occupational Health and Safety Act at an academic hospital in Johannesburg.
Curationis, 39(1), 1-10.
Fynes, B., de Bu´ rca, S. & Marshall, D. (2004). Environmental uncertainty, supply
chain relationship quality and performance. Journal of Purchasing & Supply
Management, 10, 179-190.
Han, H. & Hyun, S.S. (2015). Customer retention in the medical tourism industry:
Impact of quality, satisfaction, trust, and price reasonableness. Tourism
Management, 46, 20-29.
Hair, J.F., Hult, G.T.M., Ringle, C. & Sarstedt, M. (2013). A Primer on Partial Least
Squares Structural Equation Modeling (PLS-SE). Sage Publications, Inc.
Han, H., & Hyun, S. (2013). Image congruence and relationship quality in
predicting switching intention: conspicuousness of product use as a moderator
variable. Journal of Hospitality and Tourism Research, 37(3), 303-329.
Liu, H., Ke, W., Wei, K.K. & Hua, Z. (2013). Effects of Supply Chain Integration
and Market Orientation on Firm Performance: Evidence from China. International
Journal of Operational & Production Management, 33(3), 322-346.
Truong, H.Q., Sameiro, M., Fernandes, A.C., Sampaio, P., Duong, B.T., Duong,
H.H., & Vilhenac, E. (2017). Supply chain management practices and firms’
operational performance. International Journal of Quality & Reliability
Management, 34(2), 176-193.
Jani, D., & Han, H. (2013). Personality, social comparison, consumption emotions,
satisfaction, and behavioral intentions: how do these and other factors relate in a
hotel setting? International Journal of Contemporary Hospitality Management,
25(7), 970-993.
Jelimo, M.S. (2007). The Effects of Occupational Health and Safety on Employee
Productivity (Descriptive Study). Unpublished, Moi University, Kenya.
http://erepository.uonbi.ac.ke/bitstream/handle/11295/93944/Oluoch_Effect%20O
f%20Occupational%20Safety%20And%20Health%20Programmes%20On%20E
mployee%20Performance%20At%20Kenya%20Power%20Company%20Limited.
pdf?sequence=3. Accessed 2018/06/25.
Jing-Bo, S., Zhe, W. & Xuan-Xuan, L. (2008). The driving factor of customer
retention: Empirical study on bank card. Proceedings of the Management Science
and Engineering, 15, 558-564.
Katsuro, P., Gadzirayi, C.T., Taruwona, M. & Mupararano, S. (2010). Impact of
occupational health and safety on worker productivity: A case of Zimbabwe food
industry. African Journal of Business Management, 4(13), 2644-2651.
Kaynak, H. & Hartley, J.L. (2008). A replication and extension of quality
management into the supply chain. Journal of Operational Management, 26(4),
468-489.
KEMI Report. (2010). Chemical industry from an economic perspective of
development trends in the world, the EU, and Sweden in 2010.
https://www.kemi.se/global/rapporter/2010/rapport-5-10-chemical-industry-froman-economic-perspective.pdf. Accessed 2018/06/29.
Kim, J. (2017). The impact of different price promotions on customer retention.
Journal of Retailing and Consumer Services, 30(40),1-8.
Kline, R. B. (2010). Principles and practice of structural equation modeling. (3rd
ed.). New York, New York: Guilford Press.
Kotzee, E. (2014). Evaluating the awareness of environmental management
accounting in the South African chemical industry.
http://dspace.nwu.ac.za/bitstream/handle/10394/14292/Kotzee_E.pdf?sequence=1
&isAllowed=y.Accessed 2018/06/28.
Kumar, V., Batista, L. & Maull, R. (2011). The impact of operational performance
on customer loyalty. Institute for Operational Research and the Management
Sciences, 3(2), 158-171.
Lingard, H., Wakefield, R. & Cashin, P. (2011). The development and testing of a
hierarchical measure of project OHS performance. Engineering and Construction
Architect Management, 18(1), 30-49.
Majozi, T. & Veldhuizen, P. (2015). The chemical industry in South Africa.
American Institute of Chemical Engineers (AIChE), 46-51.
Majozi, T. & Veldhuizen, P. (2015). The Chemicals Industry in South Africa.
American Institute of Engineers (AICHE), 1, 46-51.
Naudé, P. & Buttle, F. (2000). Assessing relationship quality. Industrial Marketing
Management, 29(4), 351-361.
Nischal, C.K. (2015). Customer relationship management and customer retention
in the Amica Restaurant at Valmet Oy Ltd. Thesis, JAMK University. [Online].
Available:<
https://www.theseus.fi/bitstream/handle/10024/103213/Nischal_final.pdf?sequenc
e=1> [Accessed: 21 August 2018].
Nguegan Nguegan, C.A. & Mafini, C. (2017). Supply chain management problems
in the food processing industry: Implications for business performance. Acta
Commercii, 17(1), 1-15.
Oh H.C., Karimi I.A. & Srinivasan R. (2008). Supply chain management in the
chemical industry: trends, issues, and research interests. In: Tang C.S., Teo CP.,
Wei KK. (eds) Supply Chain Analysis. International Series In Operational Research
& Mana, Inc,119
Oliveira, D. (2014). South African chemicals industry has growth potential.
http://www.engineeringnews.co.za/article/south-african-chemicals-industry-hasgrowth-potential-2014-03-21. Accessed, 2018/06/20.
Prajogo, D., Oke, A., Olhager, J. (2016). Supply chain processes. International
Journal of Operational and Production Management, 36, 220–238.
Razavi, S.M., Abdi, M., Amirnequiee, S. & Ghasem, R. (2016). The impact of
supply chain relationship quality and cooperative strategy on strategic Purchasing.
Journal of Logistics Management 2016, 5(1), 6-15.
Roberts-Lombard, M. & Nyadzayo, M.W. (2014). Supplier-customer relationship
management and customer retention: A perspective on motor dealerships in an
emerging Economy. Mediterranean Journal of Social Sciences, 5(20), 792-801.
Saunders, M., Lewis, P. & Thornhill, A. (2012). Research methods for business
students. 6th edition, Pearson Education Limited.
Sembe, F. & Ayuo, A. (2017). Effect of selected occupational health and safety
management practices on job satisfaction of employees in university campuses in
Nakuru Town, Kenya. Journal of Human Resource Management; 5(5): 70-77.
Sikpa F.C. (2011). An assessment of occupational health and safety practices on
job performance at the Tetteh Quashire Memorial Hospital, Akuapan. Kwame
Nkrumah University Publishers, Ghana.
http://ir.knust.edu.gh/bitstream/123456789/4225/1/Sikpa%20Francis%20thesis.pd
f. Accessed 2018/06/22.
Srinivasan, M., Mukherjee, D. & Gaur, A.S. (2011). Buyer-supplier partnership
quality and supply chain performance: moderating role of risks, and environmental
uncertainty. European Management Journal, 29(4), 260-271.
Taderera, H. (2012). Occupational health and safety management systems:
Institutional and regulatory frameworks in Zimbabwe. International Journal of
Human Resource Studies, 2(4), 99-117.
Department of Mineral Resources. (2017). The contribution of industrial minerals
to South Africa's Economic Growth: The quest to increase food security, accelerate
infrastructural development and chemical expansion.
http://www.dmr.gov.za/LinkClick.aspx?fileticket=j01VskVV2o8%3D&portalid=
0. Accessed 2018/ 06/20.
Terblanche, N.S. & Boshoff, C. (2010). Quality, value, satisfaction and loyalty
amongst race groups: A study of customers in the South African fast food industry.
South African Journal of Business Management, 41(1), 1-9.
Tomic, I., Tesic, Z., Kuzmanovic, B. & Tomic M. (2018). An empirical study of
employee loyalty, service quality, cost reduction and company performance.
Economic Research-Ekonomska Istraživanja, 31(1), 827-847.
Tremblay, A. & Badri, A. (2018). A novel tool for evaluating occupational health
and safety performance in small and medium-sized enterprises: The case of the
Quebec forestry/pulp and paper industry. Safety Science, 101, 282-294.
Turkulainen, V. & Ketokivi, M. (2013). The contingent value of organizational
integration. Journal of Organization Design, 2(2), 31-43.
Vermeulen, Y., Niemann, W. & Kotzé, T. (2016). Supply chain integration: A
qualitative exploration of perspectives from plastic manufacturers in Gauteng’,
Journal of Transport and Supply Chain Management 10(1), 1-23.
Odongo, W., Dora, M., Molnár, A., Ongeng, D. & Gellynck, X. (2016).
Performance perceptions among food supply chain members: A triadic assessment
of the influence of supply chain relationship quality on supply chain performance.
British Food Journal, 118(7), 1783-1799.
Wirtz, B. W. & Lihotzky, N. (2003). Customer retention management in the B2C
Electronic Business. Long Range Planning: International Journal of Strategic
Management, 36(6), 517-532.
Woo, K.S. & Ennew, C.T. (2004). Business-to-business relationship quality: an
IMP interaction-based conceptualization and measurement. European Journal of
Marketing, 38(9), 1252-1271.
Young, J.A. (2000). Strategic alliances: are they relational by definition. Working
Paper, Indiana State University.
/http://www.sbaer.uca.edu/research/sma/1995/pdf/73.pdfS. Accessed 2018/06/29.
Zhu, Q., Sarkis, J. & Lai, K. (2008). Confirmation of a measurement model for
green supply chain management production and environmental performance.
Production and Operational Management, 10(3): 244-256.
Mugwenhi, S., Mafini, C., & Chinomona, E. (2019). DRIVERS OF OPERATIONAL PERFORMANCE AND CUSTOMER RETENTION IN THE CHEMICALS INDUSTRY. International Journal of Business and Management Studies, 11(1).
AMA
Mugwenhi S, Mafini C, Chinomona E. DRIVERS OF OPERATIONAL PERFORMANCE AND CUSTOMER RETENTION IN THE CHEMICALS INDUSTRY. IJBMS. January 2019;11(1).
Chicago
Mugwenhi, Shephard, Chengedzai Mafini, and Elizabeth Chinomona. “DRIVERS OF OPERATIONAL PERFORMANCE AND CUSTOMER RETENTION IN THE CHEMICALS INDUSTRY”. International Journal of Business and Management Studies 11, no. 1 (January 2019).
EndNote
Mugwenhi S, Mafini C, Chinomona E (January 1, 2019) DRIVERS OF OPERATIONAL PERFORMANCE AND CUSTOMER RETENTION IN THE CHEMICALS INDUSTRY. International Journal of Business and Management Studies 11 1
IEEE
S. Mugwenhi, C. Mafini, and E. Chinomona, “DRIVERS OF OPERATIONAL PERFORMANCE AND CUSTOMER RETENTION IN THE CHEMICALS INDUSTRY”, IJBMS, vol. 11, no. 1, 2019.
ISNAD
Mugwenhi, Shephard et al. “DRIVERS OF OPERATIONAL PERFORMANCE AND CUSTOMER RETENTION IN THE CHEMICALS INDUSTRY”. International Journal of Business and Management Studies 11/1 (January 2019).
JAMA
Mugwenhi S, Mafini C, Chinomona E. DRIVERS OF OPERATIONAL PERFORMANCE AND CUSTOMER RETENTION IN THE CHEMICALS INDUSTRY. IJBMS. 2019;11.
MLA
Mugwenhi, Shephard et al. “DRIVERS OF OPERATIONAL PERFORMANCE AND CUSTOMER RETENTION IN THE CHEMICALS INDUSTRY”. International Journal of Business and Management Studies, vol. 11, no. 1, 2019.
Vancouver
Mugwenhi S, Mafini C, Chinomona E. DRIVERS OF OPERATIONAL PERFORMANCE AND CUSTOMER RETENTION IN THE CHEMICALS INDUSTRY. IJBMS. 2019;11(1).