02632nam 2200493I 450 991079312180332120181017103845.01-78769-605-71-78769-603-0(CKB)4100000007008778(MiAaPQ)EBC5550852(UtOrBLW)9781787696037(EXLCZ)99410000000700877820181017d2018 uy 0engurun|||||||||txtrdacontentcrdamediacrrdacarrierThe V-model of service quality an exploration of African customer service delivery metrics /by Grafton Whyte (University of Namibia, Namibia)United Kingdom :Emerald Publishing,2018.1 online resource (157 pages)Emerald points1-78769-604-9 1-78769-606-5 Includes bibliographical references and index.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.Emerald points.Customer servicesAfricaCustomer relationsAfricaManagementBusiness & Economics, Customer RelationsbisacshCustomer servicesbicsscCustomer servicesCustomer relationsManagement.Business & Economics, Customer Relations.Customer services.658.812Whyte Grafton1521434UtOrBLWUtOrBLWBOOK9910793121803321The V-model of service quality3760584UNINA