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Book Cover
Author Whyte, Grafton, author.

Title The V-model of service quality : an exploration of African customer service delivery metrics / by Grafton Whyte
Edition First edition
Published Bingley, UK : Emerald Publishing, 2018
Online access available from:
ProQuest Ebook Central Subscription    View Resource Record  


Description xix, 136 pages ; 20 cm
Series Emerald points
Emerald points.
Summary 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
Bibliography Includes bibliographical references (pages 113-115) and index
Subject Customer services -- Quality control.
Customer services -- Africa, Sub-Saharan -- Case studies
Customer services -- Africa, Sub-Saharan
Business & Economics, Customer Relations.
Customer relations -- Management.
Customer services -- Quality control.
Customer services.
Customer services.
Sub-Saharan Africa.
Genre/Form Case studies.
Form Electronic book
LC no. 2018419592
ISBN 1787696030