The V-model of service quality : an exploration of African customer service delivery metrics

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 exch...

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Bibliographic Details
Main Author: Whyte, Grafton, (Author)
Format: eBook
Language: English
Published: Bingley, U.K. : Emerald Publishing Limited, 2018.
Series: Emerald points.
Subjects:
Customer services > Africa.
Customer relations > Africa > Management.
Business & Economics, Customer Relations.
Customer services.
elektronické knihy
electronic books
ISBN: 9781787696037 (e-book)
9781787696051 (ePUB)
Physical Description: 1 online resource (xix, 136 pages) : illustrations ; cm.

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Table of contents

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001 em-9781787696037
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005 20181017103845.0
006 m o d
007 cr un|||||||||
008 181017s2018 enka b 001 0 eng d
020 |a 9781787696037 (e-book) 
020 . . |a 9781787696051 (ePUB) 
040 |a UtOrBLW  |b eng  |e rda  |c UtOrBLW 
043 |a f------ 
080 |a 658.8 
100 1 |a Whyte, Grafton,  |e author. 
245 1 4 |a The V-model of service quality :  |b an exploration of African customer service delivery metrics /  |c by Grafton Whyte (University of Namibia, Namibia). 
264 1 |a Bingley, U.K. :  |b Emerald Publishing Limited,  |c 2018. 
264 4 |c ©2018 
300 |a 1 online resource (xix, 136 pages) :  |b illustrations ;  |c cm. 
336 |a text  |b txt  |2 rdacontent 
337 |a computer  |b c  |2 rdamedia 
338 |a online resource  |b cr  |2 rdacarrier 
490 1 |a Emerald points 
504 |a Includes bibliographical references and index. 
520 |a 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. 
588 0 |a Print version record 
650 0 |a Customer services  |z Africa. 
650 0 |a Customer relations  |z Africa  |x Management. 
650 7 |a Business & Economics, Customer Relations.  |2 bisacsh 
650 7 |a Customer services.  |2 bicssc 
655 7 |a elektronické knihy  |7 fd186907  |2 czenas 
655 9 |a electronic books  |2 eczenas 
776 |z 9781787696068 
830 0 |a Emerald points. 
856 4 0 |u https://proxy.k.utb.cz/login?url=https://doi.org/10.1108/9781787696037  |y Full text 

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