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

• Main Author: Whyte, Grafton (Author)
• Format: Electronic Book
• Language: English
• Published: Bingley, U.K. : Emerald Publishing Limited, 2018.
• Series: Emerald points.
• Subjects: Customer services > Africa.; Customer relations > Africa > Management.; elektronické knihy; electronic books
• ISBN: 9781787696037; 9781787696051
• DOI: 10.1108/9781787696037
• Physical Description: 1 online resource (xix, 136 pages) : illustrations ; cm.

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...