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010   $a1-78769-605-7
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035   $a(CKB)4100000007008778
035   $a(MiAaPQ)EBC5550852
035   $a(UtOrBLW)9781787696037
035   $a(EXLCZ)994100000007008778
100   $a20181017d2018      uy             0
101 0 $aeng
135   $aurun|||||||||
181   $ctxt$2rdacontent
182   $cc$2rdamedia
183   $acr$2rdacarrier
200 14$aThe V-model of service quality $ean exploration of African customer service delivery metrics /$fby Grafton Whyte (University of Namibia, Namibia)
210  1$aUnited Kingdom :$cEmerald Publishing,$d2018.
215   $a1 online resource (157 pages)
225 1 $aEmerald points
311   $a1-78769-604-9 
311   $a1-78769-606-5 
320   $aIncludes bibliographical references and index.
330   $aGrafton Whyte introduces and explores a new academic theory for customer service delivery for Africa, aimed at addressing issues of poor customer service and poor service delivery. The V-Model of Service Quality (VMSQ) offers a powerful tool for measuring service quality, augmented by a service exchange model to provide a general framework for services, describe core components and provide contexts within which the VMSQ can operate. The VMSQ provides an indication of where problems may lie in a service operation, and an additional African Management Matrix identifies some of the historical and contextual barriers that need to be overcome by African managers to achieve effective customer service delivery. This book grounds the theoretical interventions in data drawn from case studies in the Sub-Saharan African context to make the models applicable to both researchers and working managers. It looks at the complex question of customer service delivery in Africa, and embraces both concepts of customer service and service delivery.
410  0$aEmerald points.
606   $aCustomer services$zAfrica
606   $aCustomer relations$zAfrica$xManagement
606   $aBusiness & Economics, Customer Relations$2bisacsh
606   $aCustomer services$2bicssc
615  0$aCustomer services
615  0$aCustomer relations$xManagement.
615  7$aBusiness & Economics, Customer Relations.
615  7$aCustomer services.
676   $a658.812
700   $aWhyte$b Grafton$01521434
801  0$bUtOrBLW
801  1$bUtOrBLW
906   $aBOOK
912   $a9910793121803321
996   $aThe V-model of service quality$93760584
997   $aUNINA