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Practical insights on customer service [[electronic resource] ] : an African perspective / / Emmanuel Danstan Chinunda
| Practical insights on customer service [[electronic resource] ] : an African perspective / / Emmanuel Danstan Chinunda |
| Autore | Chinunda Emmanuel Danstan |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | London, : Adonis & Abbey Publishers Ltd., 2011 |
| Descrizione fisica | 1 online resource (134 p.) |
| Soggetto topico |
Customer services - Africa
Business enterprises - Africa |
| Soggetto genere / forma | Electronic books. |
| ISBN | 1-912234-17-3 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""Title Page""; ""Contents""; ""Chapter 1""; ""Conclusion""; ""Chapter 2""; ""Builds long-term relationships""; ""Conclusion""; ""Chapter 3""; ""Conclusion""; ""Chapter 4""; ""Conclusion""; ""Chapter 5""; ""Conclusion""; ""Chapter 6""; ""Conclusion""; ""Chapter 7""; ""Conclusion""; ""Chapter 8""; ""Conclusion""; ""Chapter 9""; ""Conclusion""; ""Chapter 10""; ""Do utility companies give good service?""; ""What influences our opinions about service?""; ""Time management in Africa""; ""Conclusion""; ""Chapter 11""; ""Conclusion""; ""Chapter 12""; ""Conclusion""; ""Chapter 13""; ""Conclusion""
""Chapter 14""""Conclusion""; ""Chapter 15""; ""Conclusion""; ""Chapter 16""; ""Conclusion""; ""Chapter 17""; ""While the social situation will govern what manners are appropriate, some general rules apply.""; ""Conclusion""; ""Chapter 18""; ""Conclusion""; ""Chapter 19""; ""Chapter 20""; ""Chapter 21""; ""What happened?""; ""Conclusion""; ""Chapter 22""; ""Conclusion""; ""Chapter 23""; ""Bibliography""; ""Index"" |
| Record Nr. | UNINA-9910462387003321 |
Chinunda Emmanuel Danstan
|
||
| London, : Adonis & Abbey Publishers Ltd., 2011 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Practical insights on customer service [[electronic resource] ] : an African perspective / / Emmanuel Danstan Chinunda
| Practical insights on customer service [[electronic resource] ] : an African perspective / / Emmanuel Danstan Chinunda |
| Autore | Chinunda Emmanuel Danstan |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | London, : Adonis & Abbey Publishers Ltd., 2011 |
| Descrizione fisica | 1 online resource (134 p.) |
| Soggetto topico |
Customer services - Africa
Business enterprises - Africa |
| ISBN | 1-912234-17-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""Title Page""; ""Contents""; ""Chapter 1""; ""Conclusion""; ""Chapter 2""; ""Builds long-term relationships""; ""Conclusion""; ""Chapter 3""; ""Conclusion""; ""Chapter 4""; ""Conclusion""; ""Chapter 5""; ""Conclusion""; ""Chapter 6""; ""Conclusion""; ""Chapter 7""; ""Conclusion""; ""Chapter 8""; ""Conclusion""; ""Chapter 9""; ""Conclusion""; ""Chapter 10""; ""Do utility companies give good service?""; ""What influences our opinions about service?""; ""Time management in Africa""; ""Conclusion""; ""Chapter 11""; ""Conclusion""; ""Chapter 12""; ""Conclusion""; ""Chapter 13""; ""Conclusion""
""Chapter 14""""Conclusion""; ""Chapter 15""; ""Conclusion""; ""Chapter 16""; ""Conclusion""; ""Chapter 17""; ""While the social situation will govern what manners are appropriate, some general rules apply.""; ""Conclusion""; ""Chapter 18""; ""Conclusion""; ""Chapter 19""; ""Chapter 20""; ""Chapter 21""; ""What happened?""; ""Conclusion""; ""Chapter 22""; ""Conclusion""; ""Chapter 23""; ""Bibliography""; ""Index"" |
| Record Nr. | UNINA-9910785766303321 |
|
Chinunda Emmanuel Danstan
|
||
| London, : Adonis & Abbey Publishers Ltd., 2011 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Practical insights on customer service [[electronic resource] ] : an African perspective / / Emmanuel Danstan Chinunda
| Practical insights on customer service [[electronic resource] ] : an African perspective / / Emmanuel Danstan Chinunda |
| Autore | Chinunda Emmanuel Danstan |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | London, : Adonis & Abbey Publishers Ltd., 2011 |
| Descrizione fisica | 1 online resource (134 p.) |
| Soggetto topico |
Customer services - Africa
Business enterprises - Africa |
| ISBN | 1-912234-17-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""Title Page""; ""Contents""; ""Chapter 1""; ""Conclusion""; ""Chapter 2""; ""Builds long-term relationships""; ""Conclusion""; ""Chapter 3""; ""Conclusion""; ""Chapter 4""; ""Conclusion""; ""Chapter 5""; ""Conclusion""; ""Chapter 6""; ""Conclusion""; ""Chapter 7""; ""Conclusion""; ""Chapter 8""; ""Conclusion""; ""Chapter 9""; ""Conclusion""; ""Chapter 10""; ""Do utility companies give good service?""; ""What influences our opinions about service?""; ""Time management in Africa""; ""Conclusion""; ""Chapter 11""; ""Conclusion""; ""Chapter 12""; ""Conclusion""; ""Chapter 13""; ""Conclusion""
""Chapter 14""""Conclusion""; ""Chapter 15""; ""Conclusion""; ""Chapter 16""; ""Conclusion""; ""Chapter 17""; ""While the social situation will govern what manners are appropriate, some general rules apply.""; ""Conclusion""; ""Chapter 18""; ""Conclusion""; ""Chapter 19""; ""Chapter 20""; ""Chapter 21""; ""What happened?""; ""Conclusion""; ""Chapter 22""; ""Conclusion""; ""Chapter 23""; ""Bibliography""; ""Index"" |
| Record Nr. | UNINA-9910814400803321 |
|
Chinunda Emmanuel Danstan
|
||
| London, : Adonis & Abbey Publishers Ltd., 2011 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
The V-model of service quality : an exploration of African customer service delivery metrics / / by Grafton Whyte (University of Namibia, Namibia)
| The V-model of service quality : an exploration of African customer service delivery metrics / / by Grafton Whyte (University of Namibia, Namibia) |
| Autore | Whyte Grafton |
| 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 |
| Record Nr. | UNINA-9910793121803321 |
|
Whyte Grafton
|
||
| United Kingdom : , : Emerald Publishing, , 2018 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
The V-model of service quality : an exploration of African customer service delivery metrics / / by Grafton Whyte (University of Namibia, Namibia)
| The V-model of service quality : an exploration of African customer service delivery metrics / / by Grafton Whyte (University of Namibia, Namibia) |
| 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 |
|
Whyte Grafton
|
||
| United Kingdom : , : Emerald Publishing, , 2018 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
The V-Modle of service quality : an exploration of African customer service delivery metrics / / by Grafton Whyte
| The V-Modle of service quality : an exploration of African customer service delivery metrics / / by Grafton Whyte |
| Autore | Whyte Grafton |
| Pubbl/distr/stampa | United Kingdom : , : Emerald Publishing, , 2018 |
| Descrizione fisica | 1 online resource (157 pages) |
| Disciplina | 658.812 |
| Soggetto topico |
Customer services - Africa
Customer relations - Africa - Management |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-78769-605-7
1-78769-603-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910466869503321 |
|
Whyte Grafton
|
||
| United Kingdom : , : Emerald Publishing, , 2018 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
