Customer service delivery in Africa : consumer perceptions of quality in selected African countries

Customer service management is one of the key pillars of today's business environment. Businesses operating in sub-Saharan Africa and other frontier markets have begun to embrace the concept of customer service management, with many incorporating the notion into their mission statements - with...

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Bibliographic Details
Main Authors: Hinson, Robert (Author), Mensah, Esi Akyere, (Author), Odame, Doreen Anyamesem, (Author)
Format: eBook
Language: English
Published: New York : Routledge, Taylor & Francis Group, 2024.
Edition: First edition.
Subjects:
Customer services > Africa.
Customer relations > Africa.
elektronické knihy
electronic books
ISBN: 9781032688466
1032688467
9781032688459
9781003856290
1003856292
9781032688442
9781003856276
1003856276
Physical Description: 1 online resource (x, 110 pages).

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Table of contents

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035 |a (OCoLC)1417605040 
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100 1 |a Hinson, Robert  |q (Robert Ebo),  |e author. 
245 1 0 |a Customer service delivery in Africa :  |b consumer perceptions of quality in selected African countries /  |c Robert Ebo Hinson, Esi Akyere Mensah, and Doreen Anaymesem Odame. 
250 |a First edition. 
264 1 |a New York :  |b Routledge, Taylor & Francis Group,  |c 2024. 
300 |a 1 online resource (x, 110 pages). 
336 |a text  |b txt  |2 rdacontent 
337 |a computer  |b c  |2 rdamedia 
338 |a online resource  |b cr  |2 rdacarrier 
505 0 |a Chapter 1 - Why Customer Service Matters to Africa's DevelopmentChapter 2 - Customer Delivery During a Pandemic: Citizens and Health Workers Perceptions of State Covid-19 Interventions in GhanaChapter 3 - Customer Service in GhanaChapter 4 - Customer Experience in Higher Education Institutions: A Focus on African UniversitiesChapter 5 - Customer Service in EgyptChapter 6 - Customer Service in South AfricaChapter 7 - Future Directions for Enhanced Customer Service Delivery in Africa 
520 |a Customer service management is one of the key pillars of today's business environment. Businesses operating in sub-Saharan Africa and other frontier markets have begun to embrace the concept of customer service management, with many incorporating the notion into their mission statements - with many forward-thinking companies transitioning from a transactional to a more strategic view of the customer. As customers have evolved and transformed from "passive audiences" to "active players" businesses are moving away from "the old industry model that sees value as created from goods and services to a new model where value is created by experiences". Today, businesses and customers create value through customised, co-produced offerings. This co-creation of value helps firms highlight the customer's or consumer's point of view and improve the front-end process of identifying customers' needs. Given the increasing recognition of the customer as a co-creator of value, perceptions of customer service quality during COVID-19 and afterwards matter to businesses in Africa looking to thrive in a new post-COVID era since customers increasingly face several choices in the bid to access consumer products and services. This book consists of seven chapters beginning with an overview detailing the importance of customer service matters to Africa's development and ending with a discussion of the future directions for enhanced customer service delivery in Africa. Each chapter in this book includes actual customer service and delivery practices from various countries on the African continent, including Egypt, Ghana, and South Africa, and uncovers the challenges, successes, and potential areas for improvement in delivering quality customer service. 
588 |a OCLC-licensed vendor bibliographic record. 
650 0 |a Customer services  |z Africa. 
650 0 |a Customer relations  |z Africa. 
655 7 |a elektronické knihy  |7 fd186907  |2 czenas 
655 9 |a electronic books  |2 eczenas 
700 1 |a Mensah, Esi Akyere,  |e author. 
700 1 |a Odame, Doreen Anyamesem,  |e author. 
856 4 0 |u https://proxy.k.utb.cz/login?url=https://www.taylorfrancis.com/books/9781032688466  |y Full text 

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