Investigating The Role of Employees in Corporate Reputation Management: A Case of Kenya Power and Lighting Company (KPLC)

Abstract

This study sought to investigate corporate reputation management from an internal stakeholders' point of view specifically looking at employees' role in corporate reputation management using the case of Kenya Power and Lighting Company (KPLC) a public sector organization. Reputation in government organizations, has been given connotation such as bad, and have been affiliated with unfavorable words. Further, corporate reputation management of public sector organization is quite difficult and that problems keep reoccurring. The key objectives of the study included to investigate internal corporate communication channels used by KPLC, examine how KPLC can build and manage their reputation and examine mechanisms encouraging KPLC employee commitment to corporate reputation management. The theoretical framework used to inform the basis of this study include, Stakeholder theory, which focuses on the relationship between a firm and other people in its internal and external environment and examine how these links influence ways in which a firm conducts its operations. The study assumed a descriptive research design, with a sample size of 160, where stratified random sampling technique was used, data was collected through use of self-administered questionnaire and interviews conducted. The findings of this research indicated that KPLC has focused on external stakeholders that is customers and looking at it from a customer satisfaction perspective. Further, findings indicated that KPLC employees lack organizational commitment. The study recommends that public sector organizations should improve on their media relations, crisis management techniques and employ a two-way communication flow.