Abstract As the mobile phone industry in Kenya gets competitive, customer retention becomes an im... more Abstract As the mobile phone industry in Kenya gets competitive, customer retention becomes an imperative precursor to firm performance. For this reason, the study was so conceived to examine factors that influence customer perceived value amongst Kenyan mobile phone customers. The study analysed perceived service quality and the perception of price amongst cell phone users. A survey of 400 randomly selected respondents was undertaken. A structured instrument covering background information, customer expectation and customer perception was adopted in primary data collection. The results shows that perceived quality of service and perceived price determine customer’s perception of value. The results indicate the existence of a significant differences exist between what customers expect and what they perceive they experience after a service encounter. Service managers should compete on providing services of high value to gain a competitive edge in this market. Key Words: Kenya, servic...
The International Journal of Management Education, 2012
The quest for management training is gaining prominence as organizations restructure to assimilat... more The quest for management training is gaining prominence as organizations restructure to assimilate a workforce with advanced skills in management. This paper presents a comparative examination of the motivators of pursuing a management course in Kenya and India. Five factors are proposed as critical influencers of student choices. A survey design guided by a structured questionnaire was employed in data collection. A comparative analysis reveals that the motivators to pursue an MBA course differ significantly amongst Kenyan and Indian university students. Influence of acquaintances and employability are critical motivators that emerge from the combined data set. A logistic analysis confirms that two predictors, institutional infrastructure and employability are statistically significant. Recommendations are made to institutions of higher learning on the key drivers of their customer expectations.
The dimensionality of service quality remains debatable with extant literature revealing divergen... more The dimensionality of service quality remains debatable with extant literature revealing divergence in thought. This study examined the dimensions of service quality and tested the existence of a significant difference in service quality perception between public and private university students in Kenya. Guided by a positivist paradigm and cross sectional sample survey, data was collected from 750 randomly selected respondents. A 56 item scale instrument based on performance only paradigm was self-administered to select university students. Factor analysis was employed in determining potent service quality dimensions and Analysis of Variance test used in comparative analysis. A four factor construct was revealed, with service blue print emerging as an additional dimension of service quality in the Kenyan university context. It was established that there exist a significant difference in the dimensions of service quality between public and private university students. This implied th...
The assessment and projections of economic growth of Kenya is pegged on the increase in the contr... more The assessment and projections of economic growth of Kenya is pegged on the increase in the contribution of the manufacturing sector to the economy. However, this has not been achieved despite prominence in the government development blueprints such as Vision 2030. In reality, the performance and contribution of the Kenyan manufacturing firms to the economy has been worrying especially in the wake of realizations that other sectors of the economy such as real estate and telecommunications have surpassed it on the contribution to the GDP. In Kenya, Manufacturing share of total Kenyan economic output has stagnated at 10 with a declining contribution to total wage employment. It is this fact that necessitated an enquiry on the role of micro factors on the financial performance of manufacturing firms in Kenya. The specific objective was to determine effect of operations practices and firm financial performance, and to establish the moderating effect of firm size on micro factors on firm...
Effect of Operational Practices on the Financial Performance of Manufacturing Firms in Kenya
The assessment and projections of economic growth of Kenya is pegged on the increase in the contr... more The assessment and projections of economic growth of Kenya is pegged on the increase in the contribution of the manufacturing sector to the economy. However, this has not been achieved despite prominence in the government development blueprints such as Vision 2030. In reality, the performance and contribution of the Kenyan manufacturing firms to the economy has been worrying especially in the wake of realizations that other sectors of the economy such as real estate and telecommunications have surpassed it on the contribution to the GDP. In Kenya, Manufacturing share of total Kenyan economic output has stagnated at 10 with a declining contribution to total wage employment. It is this fact that necessitated an enquiry on the role of micro factors on the financial performance of manufacturing firms in Kenya. The specific objectives were; examine the relationship between production capacity and firm financial performance; to establish the relationship between management practices and f...
The Mediation Effects of TQM on the Relationship between Differentiation Strategy and Financial Performance of Manufacturing Firms in Kenya
Firms that adapt Differentiation strategy develop competitive advantage by creating a product or ... more Firms that adapt Differentiation strategy develop competitive advantage by creating a product or service that is unique or creates the perception in the minds of customers that the firm or its products and services are superior to those of its 'competitors and also possess characteristics that are distinctive from those of its competitor’s. TQM elements; continuous improvement; leadership and Customer-orientation encourages innovation within the organization leading to development of unique products and quality customer service; leadership encourages generation of ideas from employees for solving problems or developing new products while Customer-orientation encourages organizations to search consistently for new customer needs and expectations, so companies can survive in this globally competitive environment . There is strong link between differentiation strategy and TQM. The study aimed to establish the mediation effects of TQM on the relationship between differentiation stra...
The assessment and projections of economic growth of Kenya is pegged on the increase in the contr... more The assessment and projections of economic growth of Kenya is pegged on the increase in the contribution of the manufacturing sector to the economy. However, this has not been achieved despite prominence in the government development blueprints such as Vision 2030. In reality, the performance and contribution of the Kenyan manufacturing firms to the economy has been worrying especially in the wake of realizations that other sectors of the economy such as real estate and telecommunications have surpassed it on the contribution to the GDP. In Kenya, Manufacturing share of total Kenyan economic output has stagnated at 10 with a declining contribution to total wage employment. It is this fact that necessitated an enquiry on the role of micro factors on the financial performance of manufacturing firms in Kenya. The specific objectives were; examine the relationship between production capacity and firm financial performance; to establish the relationship between management practices and f...
Journal of Marketing and Consumer Research, Mar 1, 2020
The intensity of competition in the retail sector in Kenya is driving supermarket managers to pos... more The intensity of competition in the retail sector in Kenya is driving supermarket managers to position store image as a tool of competitive advantage. This study examined the mediating effect of store image on the relationship between psychographic and psychological factors and consumer purchase intention in anchor supermarkets in Kenya. Descriptive cross sectional survey was applied on a sample of 384 consumers. The composite construct of psychographic and psychological factors was regressed on consumer purchase intention, resulting in a positive significant effect. It was established that store image partly mediates the relationship between psychographic plus psychological factors and consumer purchase intention. The study recommends building of positive reputation of the supermarket to attract and enhance the consumer's intention to purchase.
Abstract The dimensionality of service quality remains debatable with extant literature revealing... more Abstract The dimensionality of service quality remains debatable with extant literature revealing divergence in thought. This study examined the dimensions of service quality and tested the existence of a significant difference in service quality perception between public and private university students in Kenya. Guided by a positivist paradigm and cross sectional sample survey, data was collected from 750 randomly selected respondents. A 56 item scale instrument based on performance only paradigm was self-administered to select university students.Factor analysis was employed in determining potent service quality dimensions and Analysis of Variance test used in comparative analysis. A four factor construct was revealed, with service blue print emerging as an additional dimension of service quality in the Kenyan university context. It was established that there exist a significant difference in the dimensions of service quality between public and private university students. This im...
Abstract Despite the markedly increased foreign investment, East African economies remain charact... more Abstract Despite the markedly increased foreign investment, East African economies remain characterized by low levels of investment and capital formation with high level of attrition amongst indigenous small and medium enterprises. While there is a high failure rate amongst these SMEs, some are beginning to turn the corner and are exhibiting signs of robustness, innovativeness and sustainability. Relying on narrative accounts of successful SMEs leaders in Kenya and Uganda obtained through interviews and focus group discussions, this study sought to construct an account of leadership practices and ascriptions of success for SMEs that had succeeded. The study identified eight leadership constructs characteristic of successful SME leaders in Kenya and Uganda grouped into visioning, building commitment, social capital, personal values, anticipation and resilience, resourcefulness, responsiveness, and entrepreneurial orientation. While these results, on the face value, are apparently not...
Strategic Utilization of What Organizations Know for Value Creation: the case of Kenyan Financial Regulatory Enterprises, 2014
With the increasing uncertainty in business-operating environment in the knowledge-driven economy... more With the increasing uncertainty in business-operating environment in the knowledge-driven economy, organizations should not only know what they know, but know it well for effective strategic utilization. This study sought to find out the extent to which organizations know what they know and whether they strategically utilize that knowledge for value creation. This study used descriptive approach which revealed that organizations know what they know to a great extent but strategically utilizing it to some extent. The respondents gave varying score rates on the extent of strategic utilization of knowing capability especially on the highly tacit knowledge. The study found out that managing knowledge as a strategic asset has not received strategic focus and attention. The study argued that not knowing your critical knowledge in a knowledge driven economy is a serious capability problem. This study was limited to financial regulatory enterprises in Kenya. However, we gave insight that ca...
The assessment and projections of economic growth of Kenya is pegged on the increase in the contr... more The assessment and projections of economic growth of Kenya is pegged on the increase in the contribution of the manufacturing sector to the economy. However, this has not been achieved despite prominence in the government development blueprints such as Vision 2030. In reality, the performance and contribution of the Kenyan manufacturing firms to the economy has been worrying especially in the wake of realizations that other sectors of the economy such as real estate and telecommunications have surpassed it on the contribution to the GDP. In Kenya, Manufacturing share of total Kenyan economic output has stagnated at 10 with a declining contribution to total wage employment. It is this fact that necessitated an enquiry on the role of micro factors on the financial performance of manufacturing firms in Kenya. The specific objectives were; examine the relationship between production capacity and firm financial performance. Wealth Maximization Theory and the resources based theory were u...
Traditionally, Kenya's restaurants have in the past largely depended on international tourists fo... more Traditionally, Kenya's restaurants have in the past largely depended on international tourists for the main stay of their business. With the earlier steady growth of Tourism in the 1980s, these restaurants registered very good business, also supported by the fact that there were only a handful of restaurants that could be considered as 'tourist class'. However, tourist arrivals in Kenya began to face serious challenges in the 1990s. Simultaneously, more serious restaurant ventures made market entry, especially within the capital city of Nairobi. It has been acclaimed that the prices charged for local hospitality services have not worked well to support it. As this takes place, questions have been asked as to whether these new investments have introduced product and service quality that is worth the price that they charge for the same. It was against the argument that is developing above that this study carried out a value assessment amongst the emerging chain restaurants in Nairobi city. The study sought to establish the part played by restaurants in building destination competitiveness through quality service offer and value pricing. A series of chain restaurants operating in Nairobi were identified all together with the specific unit and outlets that they operate. The customers in these restaurants were conveniently sampled and interviewed to inform this study of their perceptual judgment of service and value. The data was then be analyzed and interpreted to establish the extent to which these customers approve of service and value and how this can influence Kenya's destination competitiveness, both for domestic and international tourists. The assessment of customer expectation and perception resulted in a four factor construct. An assessment of service quality led to the identification of the critical latent variables that leads to customer attraction and satisfaction in restaurants. An evaluation of prices charged indicated that price is a critical component in value assessment amongst customers.
Institutionalization of Knowledge Management in Manufacturing Enterprises in Kenya: The Librarian as the Chief Knowledge Officer
Abstract In the fast changing business environment, knowledge has turn out to be the basis of eve... more Abstract In the fast changing business environment, knowledge has turn out to be the basis of every organization in creating and sustaining competitive differentiation. This study sought to examine factors that influence institutionalization of Knowledge Management (KM) in ...
In Kenya, tourism is the second most important earner of foreign exchange after agriculture. It h... more In Kenya, tourism is the second most important earner of foreign exchange after agriculture. It has had a great impact in the direct employment of local population as well as in generating opportunities for other business activities such as accommodation, food service, transport, retail, and other auxiliary services. In the recent past, Kenya's tourism has faced numerous challenges which may have slowed tourist arrivals and growth considerably. The challenges have been driven by climatic and environmental changes that maybe interfering with the ecosystem. Kenyan tourism faces significant challenges also from intense regional competition, political instability, poor governance, corruption, negative travel advisory by the governments of source markets, poor security at the destination, dilapidated infrastructure within the destination, poor product/ service innovation, and inadequate market and customer value perception of the destination. In this regard, a need to examine possible ways of reinvigorating and diversifying Kenya's tourism offerings has emerged and one area that holds a great potential is Sports and Recreation tourism. This paper therefore carries out an
In the fast changing business environment, knowledge has turn out to be the basis of every organi... more In the fast changing business environment, knowledge has turn out to be the basis of every organization in creating and sustaining competitive differentiation. This study sought to examine factors that influence institutionalization of Knowledge Management (KM) in manufacturing enterprises in Kenya. A sample of 60 senior managers in the three selected manufacturing enterprises revealed that there are two critical factors that influence institutionalization of knowledge management. These factors are organizational practices and technological infrastructure. This paper concludes that the organizational practices have the highest influence and therefore when a comprehensive view is taken in instituting knowledge management practices, organizational practices be considered first and technological infrastructure second.
Abstract As the mobile phone industry in Kenya gets competitive, customer retention becomes an im... more Abstract As the mobile phone industry in Kenya gets competitive, customer retention becomes an imperative precursor to firm performance. For this reason, the study was so conceived to examine factors that influence customer perceived value amongst Kenyan mobile phone customers. The study analysed perceived service quality and the perception of price amongst cell phone users. A survey of 400 randomly selected respondents was undertaken. A structured instrument covering background information, customer expectation and customer perception was adopted in primary data collection. The results shows that perceived quality of service and perceived price determine customer’s perception of value. The results indicate the existence of a significant differences exist between what customers expect and what they perceive they experience after a service encounter. Service managers should compete on providing services of high value to gain a competitive edge in this market. Key Words: Kenya, servic...
The International Journal of Management Education, 2012
The quest for management training is gaining prominence as organizations restructure to assimilat... more The quest for management training is gaining prominence as organizations restructure to assimilate a workforce with advanced skills in management. This paper presents a comparative examination of the motivators of pursuing a management course in Kenya and India. Five factors are proposed as critical influencers of student choices. A survey design guided by a structured questionnaire was employed in data collection. A comparative analysis reveals that the motivators to pursue an MBA course differ significantly amongst Kenyan and Indian university students. Influence of acquaintances and employability are critical motivators that emerge from the combined data set. A logistic analysis confirms that two predictors, institutional infrastructure and employability are statistically significant. Recommendations are made to institutions of higher learning on the key drivers of their customer expectations.
The dimensionality of service quality remains debatable with extant literature revealing divergen... more The dimensionality of service quality remains debatable with extant literature revealing divergence in thought. This study examined the dimensions of service quality and tested the existence of a significant difference in service quality perception between public and private university students in Kenya. Guided by a positivist paradigm and cross sectional sample survey, data was collected from 750 randomly selected respondents. A 56 item scale instrument based on performance only paradigm was self-administered to select university students. Factor analysis was employed in determining potent service quality dimensions and Analysis of Variance test used in comparative analysis. A four factor construct was revealed, with service blue print emerging as an additional dimension of service quality in the Kenyan university context. It was established that there exist a significant difference in the dimensions of service quality between public and private university students. This implied th...
The assessment and projections of economic growth of Kenya is pegged on the increase in the contr... more The assessment and projections of economic growth of Kenya is pegged on the increase in the contribution of the manufacturing sector to the economy. However, this has not been achieved despite prominence in the government development blueprints such as Vision 2030. In reality, the performance and contribution of the Kenyan manufacturing firms to the economy has been worrying especially in the wake of realizations that other sectors of the economy such as real estate and telecommunications have surpassed it on the contribution to the GDP. In Kenya, Manufacturing share of total Kenyan economic output has stagnated at 10 with a declining contribution to total wage employment. It is this fact that necessitated an enquiry on the role of micro factors on the financial performance of manufacturing firms in Kenya. The specific objective was to determine effect of operations practices and firm financial performance, and to establish the moderating effect of firm size on micro factors on firm...
Effect of Operational Practices on the Financial Performance of Manufacturing Firms in Kenya
The assessment and projections of economic growth of Kenya is pegged on the increase in the contr... more The assessment and projections of economic growth of Kenya is pegged on the increase in the contribution of the manufacturing sector to the economy. However, this has not been achieved despite prominence in the government development blueprints such as Vision 2030. In reality, the performance and contribution of the Kenyan manufacturing firms to the economy has been worrying especially in the wake of realizations that other sectors of the economy such as real estate and telecommunications have surpassed it on the contribution to the GDP. In Kenya, Manufacturing share of total Kenyan economic output has stagnated at 10 with a declining contribution to total wage employment. It is this fact that necessitated an enquiry on the role of micro factors on the financial performance of manufacturing firms in Kenya. The specific objectives were; examine the relationship between production capacity and firm financial performance; to establish the relationship between management practices and f...
The Mediation Effects of TQM on the Relationship between Differentiation Strategy and Financial Performance of Manufacturing Firms in Kenya
Firms that adapt Differentiation strategy develop competitive advantage by creating a product or ... more Firms that adapt Differentiation strategy develop competitive advantage by creating a product or service that is unique or creates the perception in the minds of customers that the firm or its products and services are superior to those of its 'competitors and also possess characteristics that are distinctive from those of its competitor’s. TQM elements; continuous improvement; leadership and Customer-orientation encourages innovation within the organization leading to development of unique products and quality customer service; leadership encourages generation of ideas from employees for solving problems or developing new products while Customer-orientation encourages organizations to search consistently for new customer needs and expectations, so companies can survive in this globally competitive environment . There is strong link between differentiation strategy and TQM. The study aimed to establish the mediation effects of TQM on the relationship between differentiation stra...
The assessment and projections of economic growth of Kenya is pegged on the increase in the contr... more The assessment and projections of economic growth of Kenya is pegged on the increase in the contribution of the manufacturing sector to the economy. However, this has not been achieved despite prominence in the government development blueprints such as Vision 2030. In reality, the performance and contribution of the Kenyan manufacturing firms to the economy has been worrying especially in the wake of realizations that other sectors of the economy such as real estate and telecommunications have surpassed it on the contribution to the GDP. In Kenya, Manufacturing share of total Kenyan economic output has stagnated at 10 with a declining contribution to total wage employment. It is this fact that necessitated an enquiry on the role of micro factors on the financial performance of manufacturing firms in Kenya. The specific objectives were; examine the relationship between production capacity and firm financial performance; to establish the relationship between management practices and f...
Journal of Marketing and Consumer Research, Mar 1, 2020
The intensity of competition in the retail sector in Kenya is driving supermarket managers to pos... more The intensity of competition in the retail sector in Kenya is driving supermarket managers to position store image as a tool of competitive advantage. This study examined the mediating effect of store image on the relationship between psychographic and psychological factors and consumer purchase intention in anchor supermarkets in Kenya. Descriptive cross sectional survey was applied on a sample of 384 consumers. The composite construct of psychographic and psychological factors was regressed on consumer purchase intention, resulting in a positive significant effect. It was established that store image partly mediates the relationship between psychographic plus psychological factors and consumer purchase intention. The study recommends building of positive reputation of the supermarket to attract and enhance the consumer's intention to purchase.
Abstract The dimensionality of service quality remains debatable with extant literature revealing... more Abstract The dimensionality of service quality remains debatable with extant literature revealing divergence in thought. This study examined the dimensions of service quality and tested the existence of a significant difference in service quality perception between public and private university students in Kenya. Guided by a positivist paradigm and cross sectional sample survey, data was collected from 750 randomly selected respondents. A 56 item scale instrument based on performance only paradigm was self-administered to select university students.Factor analysis was employed in determining potent service quality dimensions and Analysis of Variance test used in comparative analysis. A four factor construct was revealed, with service blue print emerging as an additional dimension of service quality in the Kenyan university context. It was established that there exist a significant difference in the dimensions of service quality between public and private university students. This im...
Abstract Despite the markedly increased foreign investment, East African economies remain charact... more Abstract Despite the markedly increased foreign investment, East African economies remain characterized by low levels of investment and capital formation with high level of attrition amongst indigenous small and medium enterprises. While there is a high failure rate amongst these SMEs, some are beginning to turn the corner and are exhibiting signs of robustness, innovativeness and sustainability. Relying on narrative accounts of successful SMEs leaders in Kenya and Uganda obtained through interviews and focus group discussions, this study sought to construct an account of leadership practices and ascriptions of success for SMEs that had succeeded. The study identified eight leadership constructs characteristic of successful SME leaders in Kenya and Uganda grouped into visioning, building commitment, social capital, personal values, anticipation and resilience, resourcefulness, responsiveness, and entrepreneurial orientation. While these results, on the face value, are apparently not...
Strategic Utilization of What Organizations Know for Value Creation: the case of Kenyan Financial Regulatory Enterprises, 2014
With the increasing uncertainty in business-operating environment in the knowledge-driven economy... more With the increasing uncertainty in business-operating environment in the knowledge-driven economy, organizations should not only know what they know, but know it well for effective strategic utilization. This study sought to find out the extent to which organizations know what they know and whether they strategically utilize that knowledge for value creation. This study used descriptive approach which revealed that organizations know what they know to a great extent but strategically utilizing it to some extent. The respondents gave varying score rates on the extent of strategic utilization of knowing capability especially on the highly tacit knowledge. The study found out that managing knowledge as a strategic asset has not received strategic focus and attention. The study argued that not knowing your critical knowledge in a knowledge driven economy is a serious capability problem. This study was limited to financial regulatory enterprises in Kenya. However, we gave insight that ca...
The assessment and projections of economic growth of Kenya is pegged on the increase in the contr... more The assessment and projections of economic growth of Kenya is pegged on the increase in the contribution of the manufacturing sector to the economy. However, this has not been achieved despite prominence in the government development blueprints such as Vision 2030. In reality, the performance and contribution of the Kenyan manufacturing firms to the economy has been worrying especially in the wake of realizations that other sectors of the economy such as real estate and telecommunications have surpassed it on the contribution to the GDP. In Kenya, Manufacturing share of total Kenyan economic output has stagnated at 10 with a declining contribution to total wage employment. It is this fact that necessitated an enquiry on the role of micro factors on the financial performance of manufacturing firms in Kenya. The specific objectives were; examine the relationship between production capacity and firm financial performance. Wealth Maximization Theory and the resources based theory were u...
Traditionally, Kenya's restaurants have in the past largely depended on international tourists fo... more Traditionally, Kenya's restaurants have in the past largely depended on international tourists for the main stay of their business. With the earlier steady growth of Tourism in the 1980s, these restaurants registered very good business, also supported by the fact that there were only a handful of restaurants that could be considered as 'tourist class'. However, tourist arrivals in Kenya began to face serious challenges in the 1990s. Simultaneously, more serious restaurant ventures made market entry, especially within the capital city of Nairobi. It has been acclaimed that the prices charged for local hospitality services have not worked well to support it. As this takes place, questions have been asked as to whether these new investments have introduced product and service quality that is worth the price that they charge for the same. It was against the argument that is developing above that this study carried out a value assessment amongst the emerging chain restaurants in Nairobi city. The study sought to establish the part played by restaurants in building destination competitiveness through quality service offer and value pricing. A series of chain restaurants operating in Nairobi were identified all together with the specific unit and outlets that they operate. The customers in these restaurants were conveniently sampled and interviewed to inform this study of their perceptual judgment of service and value. The data was then be analyzed and interpreted to establish the extent to which these customers approve of service and value and how this can influence Kenya's destination competitiveness, both for domestic and international tourists. The assessment of customer expectation and perception resulted in a four factor construct. An assessment of service quality led to the identification of the critical latent variables that leads to customer attraction and satisfaction in restaurants. An evaluation of prices charged indicated that price is a critical component in value assessment amongst customers.
Institutionalization of Knowledge Management in Manufacturing Enterprises in Kenya: The Librarian as the Chief Knowledge Officer
Abstract In the fast changing business environment, knowledge has turn out to be the basis of eve... more Abstract In the fast changing business environment, knowledge has turn out to be the basis of every organization in creating and sustaining competitive differentiation. This study sought to examine factors that influence institutionalization of Knowledge Management (KM) in ...
In Kenya, tourism is the second most important earner of foreign exchange after agriculture. It h... more In Kenya, tourism is the second most important earner of foreign exchange after agriculture. It has had a great impact in the direct employment of local population as well as in generating opportunities for other business activities such as accommodation, food service, transport, retail, and other auxiliary services. In the recent past, Kenya's tourism has faced numerous challenges which may have slowed tourist arrivals and growth considerably. The challenges have been driven by climatic and environmental changes that maybe interfering with the ecosystem. Kenyan tourism faces significant challenges also from intense regional competition, political instability, poor governance, corruption, negative travel advisory by the governments of source markets, poor security at the destination, dilapidated infrastructure within the destination, poor product/ service innovation, and inadequate market and customer value perception of the destination. In this regard, a need to examine possible ways of reinvigorating and diversifying Kenya's tourism offerings has emerged and one area that holds a great potential is Sports and Recreation tourism. This paper therefore carries out an
In the fast changing business environment, knowledge has turn out to be the basis of every organi... more In the fast changing business environment, knowledge has turn out to be the basis of every organization in creating and sustaining competitive differentiation. This study sought to examine factors that influence institutionalization of Knowledge Management (KM) in manufacturing enterprises in Kenya. A sample of 60 senior managers in the three selected manufacturing enterprises revealed that there are two critical factors that influence institutionalization of knowledge management. These factors are organizational practices and technological infrastructure. This paper concludes that the organizational practices have the highest influence and therefore when a comprehensive view is taken in instituting knowledge management practices, organizational practices be considered first and technological infrastructure second.
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