| Autore |
Whyte Grafton
|
| Edizione | [1st ed.] |
| Pubbl/distr/stampa |
United Kingdom : , : Emerald Publishing, , 2018
|
| Descrizione fisica |
1 online resource (157 pages)
|
| Disciplina |
658.812
|
| Collana |
Emerald points
|
| Soggetto topico |
Customer services - Africa
Customer relations - Africa - Management
Business & Economics, Customer Relations
Customer services
|
| ISBN |
1-78769-605-7
1-78769-603-0
|
| Formato |
Materiale a stampa  |
| Livello bibliografico |
Monografia |
| Lingua di pubblicazione |
eng
|
| 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.
|
| Record Nr. | UNINA-9910810986103321 |
Info
The V-model of service quality : an exploration of African customer service delivery metrics / / by Grafton Whyte (University of Namibia, Namibia)
