DOI: 10.36347/sjahss.2018.v06i08.017

Pages: 1600-1607

Many organizations are yet to understand the extent to which emergent change affects them. The immense focus on planned change, while important, means that a focus on emergent change is disregarded. In the same breath, organizations understand the importance of customer motivation and customer training yet a gap still exists in preparing the customers for emergent change. The purpose of this study was to understand the relationship between customer motivation, customer training, and emergent change preparedness. This is a trans-disciplinary approach that merges the concept of customers and organizational development. The study was conducted at the Telecommunication companies in Nakuru Sub County in Kenya. The findings of the study showed that a significant positive relationship exists between customer motivation and customer training (r= 0.764, p= 0.000), between customer motivation and emergent change preparedness (r= 0.342, p= 0.036), and between customer training and emergent change preparedness (r=0.410, p= 0.011).