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 FilteringChapter 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 Results7.1.3. 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
Summary
TheV-Model of Service Quality offers a powerful tool for measuringservice quality. This book grounds the theoretical interventions in data drawn from case studiesin the Sub-Saharan African context to make the models applicable to bothresearchers and working managers
Bibliography
Includes bibliographical references and index
Notes
Online resource; title from digital title page (viewed on November 06, 2018)
