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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.
Price: $71.99
Pages: 160
Publisher: Emerald Publishing Limited
Imprint: Emerald Publishing Limited
Series: Emerald Points
Publication Date:
18 October 2018
ISBN: 9781787696068
Format: Paperback
BISACs:
Whyte and fellow business scholars have developed a model for measuring and improving customer service and the delivery of basic services such as housing, water, and sewerage that they hope will take hold first in Namibia, then throughout Africa. This is the first publication from their new Customer Service Management Africa organization. Among the topics are an overview of the V-model of service quality, identifying service attributes, collecting and analyzing data, reporting, case studies, a framework for customer service delivery, and a road map for busy managers.
Grafton
Whyte is the Director of the Namibia Business
School (NBS) at the University of Namibia (UNAM), Namibia. He launched the Customer
Service Management Africa organisation for the promotion and research into
customer service delivery in Africa and created the first-ever Namibian
Customer Service Awards & Conference.
Preface
Acknowledgements
Introduction
Overview of the VMSQ
Identifying Service Attributes (Stage 1)
VMSQ - Data Collection (Stage 2)
VMSQ - Data Analysis (Stage 3)
VMSQ - Reporting (Stage 4)
Case Studies
A Framework for Customer Service Delivery (CSD)
A Road Map for Busy Managers
References
Appendix A: The VMSQ Questionnaire
Appendix B: The Information Systems Service Questionnaire