- Title
- Billing system, communication strategies, and organisation change in Zimbabwe: the case of telone customers’ postpaid to prepaid migration
- Creator
- Dube, Sizalobuhle
- Subject
- Communication
- Subject
- Organizational change
- Subject
- Organizational change -- Management
- Date
- 2023-04
- Type
- Doctoral theses
- Type
- text
- Identifier
- http://hdl.handle.net/10353/27336
- Identifier
- vital:66942
- Description
- This study investigated the effectiveness of the communication strategies used to implement the migration of telephone services from post-paid to prepaid billing at TelOne Zimbabwe. This study adopted the Freeman‟s stakeholder theory and the Lewin‟s change model to analyse the factors that influenced the effectiveness of the communication strategies used by TelOne before, during and after the change implementation as a way to communicate the initiative with its stakeholders. A qualitative approach was utilised and the key research methods used included document analysis, participant observation, as well as 21 face-to-face and 79 telephonic semi-structured interviews conducted with respondents from among TelOne managers, employees and the customers. The documents and respondents were purposively sampled based on the researcher‟s knowledge of their relevance in the study. The findings revealed several factors that mired effective change communication strategies such as company image, stakeholder recognition and communication centralisation. To curb these communication challenges, the study proposes Thrive organisational communication change model TOCC that encourages organisations to communicate the initiative to its relevant internal and external stakeholders considering their views and addressing factors that might hinder effective communication as a strategy to enhance successful change management.
- Description
- Thesis (PhD) -- Faculty of Social Sciences and Humanities, 2023
- Format
- computer
- Format
- online resource
- Format
- application/pdf
- Format
- 1 online resource (xii, 174 leaves)
- Format
- Publisher
- University of Fort Hare
- Publisher
- Faculty of Social Sciences and Humanities
- Language
- English
- Rights
- University of Fort Hare
- Rights
- All Rights Reserved
- Rights
- Open Access
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UFH Department of Communication
| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details | SOURCE1 | Dube Sizolobuhle THESIS.pdf | 6 MB | Adobe Acrobat PDF | View Details |