The V-model of service quality : an exploration of African customer service delivery metrics / / by Grafton Whyte (University of Namibia, Namibia)

• Record Nr.: UNINA9910810986103321
• Autore: Whyte Grafton
• Pubbl/distr/stampa: United Kingdom : , : Emerald Publishing, , 2018
• ISBN: 1-78769-605-7; 1-78769-603-0
• Edizione: [1st ed.]
• Descrizione fisica: 1 online resource (157 pages)
• Collana: Emerald points
• Disciplina: 658.812
• Soggetti: Customer services - Africa; Customer relations - Africa - Management; Business & Economics, Customer Relations; Customer services
• Lingua di pubblicazione: Inglese
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Nota di bibliografia: Includes bibliographical references and index.
• Nota di contenuto: Front Cover -- The V-Model of Service Quality -- Copyright Page -- Dedication -- Acknowledgements -- Contents -- List of Figures -- List of Tables -- About the Author -- Preface -- Chapter 1 Introduction -- 1.1. The Problem of Customer Service Delivery (CSD) in Africa -- 1.2. Structure of the book -- Chapter 2 Overview of the VMSQ -- 2.1. The Business Environment -- 2.2. An Academic Response -- 2.3. Need for a New Model -- 2.4. The VMSQ is an Attempt to Address These Concerns -- 2.5. The V-model of Systems Development -- 2.6. The Idea of the 'V' Model -- 2.7. Features of the VMSQ Model -- 2.8. Deployment of the VMSQ Model -- Chapter 3 Identifying Service Attributes (Stage 1) -- 3.1. Defining Attributes and Items -- 3.2. The Nature of an Intervention: Theory Building and Operationalisation -- 3.3. Use of Repertory Grid in Interviews -- 3.4. Elicitation Procedure -- 3.5. Statistical Analysis -- 3.6. Reduction and Synthesis -- 3.7. Definitions -- 3.8. Validation -- 3.9. Personal Construct Theory -- 3.10. Complexity -- 3.11. Summary -- Notes -- Chapter 4 VMSQ - Data Collection (Stage 2) -- 4.1. Progressive Filtering -- 4.2. A Data Collection Example: Insurance Companies -- 4.3. Sampling -- Chapter ; 5 VMSQ - Data Analysis (Stage 3) -- 5.1. Data Coding -- 5.2. Analytical Progressive Filtering -- Chapter 6 VMSQ - Reporting (Stage 4) -- 6.1. Service Level Reports -- 6.1.1. Frequency of Responses by Industry -- 6.1.2. Overall Performance by Service or Industry -- 6.2. Attribute Level Reports -- 6.2.1. Insurance Sector Report -- 6.3. Item Level Reports -- 6.3.1. The Recovery Attribute and Its Items -- Chapter 7 Case Studies -- 7.1. A Multi-Sector Study in Namibia -- 7.1.1. The Study -- 7.1.2. Execution of the Study -- 7.1.2.1. Stage 1 - Building the Survey Instrument and Choose Attributes -- 7.1.2.2. Stage 2 - Data Collection Process.; 7.1.2.3. Stage 3 - Data Analysis -- 7.1.2.4. Stage 4 - Reporting of Results -- 7.1.3. Service Level Reports -- 7.1.3.1. Frequency of Responses by Industry -- 7.1.3.2. Overall Performance by Service or Industry -- 7.1.4. Attribute Level Reports -- 7.1.4.1. Banking Sector Report -- 7.1.5. Item Level Reports -- 7.1.6. Report Summaries -- 7.2. Review of Internal Information Systems Service in an International Building Society -- 7.2.1. Execution of the Study -- 7.2.1.1. Stage 1 - Building the Survey Instrument and Choose Attributes -- 7.2.1.2. Stage 2 - Data Collection Process -- 7.2.1.3. Stage 3 - Data Analysis -- 7.2.1.4. Stage 4 - Reporting of Results -- Chapter 8 A Framework for Customer Service Delivery (CSD) -- 8.1. Service Exchange Model (SEM) -- 8.2. Excellent Customer Service Delivery is Planned -- 8.3. The Management Challenge -- 8.3.1. What Management Competencies? -- 8.3.2. What Management Practices? -- 8.4. Enterprise-Thinking Managers -- Chapter 9 A Road Map for Busy Managers -- References -- Appendix 1 -- The VMSQ Questionnaire -- Appendix 2 -- The Information Systems Service Questionnaire -- Index.
• Sommario/riassunto: Grafton 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.