| 000 | 02539nam a2200433Ii 4500 | ||
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| 001 | 9781787696037 | ||
| 003 | UtOrBLW | ||
| 005 | 20210303084911.0 | ||
| 006 | m o d | ||
| 007 | cr un||||||||| | ||
| 008 | 181017s2018 enka b 001 0 eng d | ||
| 020 | _a9781787696037 (e-book) | ||
| 040 |
_aUtOrBLW _beng _erda _cUtOrBLW |
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| 043 | _af------ | ||
| 050 | 0 | 4 |
_aHF5415.5 _b.W49 2018 |
| 072 | 7 |
_aKJSU _2bicssc |
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| 072 | 7 |
_aBUS018000 _2bisacsh |
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| 080 | _a658.8 | ||
| 082 | 0 | 4 |
_a658.812 _223 |
| 100 | 1 |
_aWhyte, Grafton, _eauthor. |
|
| 245 | 1 | 4 |
_aThe V-model of service quality : _ban exploration of African customer service delivery metrics / _cby Grafton Whyte (University of Namibia, Namibia). |
| 264 | 1 | _bEmerald Publishing Limited, | |
| 300 |
_a1 online resource (xix, 136 pages) : _billustrations ; _ccm. |
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| 490 | 1 | _aEmerald points | |
| 504 | _aIncludes bibliographical references and index. | ||
| 520 | _aGrafton Whyte introduces and explores a new academic theory for customer service delivery for Africa, aimed at addressing issues of poor customer service and poor service delivery. The V-Model of Service Quality (VMSQ) offers a powerful tool for measuring service quality, augmented by a service exchange model to provide a general framework for services, describe core components and provide contexts within which the VMSQ can operate. The VMSQ provides an indication of where problems may lie in a service operation, and an additional African Management Matrix identifies some of the historical and contextual barriers that need to be overcome by African managers to achieve effective customer service delivery. This book grounds the theoretical interventions in data drawn from case studies in the Sub-Saharan African context to make the models applicable to both researchers and working managers. It looks at the complex question of customer service delivery in Africa, and embraces both concepts of customer service and service delivery. | ||
| 588 | 0 | _aPrint version record | |
| 650 | 0 |
_aCustomer services _zAfrica. |
|
| 650 | 0 |
_aCustomer relations _zAfrica _xManagement. |
|
| 650 | 7 |
_aBusiness & Economics, Customer Relations. _2bisacsh |
|
| 650 | 7 |
_aCustomer services. _2bicssc |
|
| 776 | _z9781787696068 | ||
| 830 | 0 | _aEmerald points. | |
| 856 | 4 | 0 | _uhttps://www.emerald.com/insight/publication/doi/10.1108/9781787696037 |
| 999 |
_c29991 _d29991 |
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