LEADER 05668nam 2200529I 450 001 9910810986103321 005 20181017103845.0 010 $a1-78769-605-7 010 $a1-78769-603-0 035 $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) 205 $a1st ed. 210 1$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. 327 $aFront 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. 327 $a7.1.2.3. 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. 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$01706589 801 0$bUtOrBLW 801 1$bUtOrBLW 906 $aBOOK 912 $a9910810986103321 996 $aThe V-model of service quality$94094130 997 $aUNINA