Name: The V-Model of Service Quality: An Exploration of African Customer Service Delivery Metrics (Emerald Points) (en Inglés)
Price: 325.47 PEN
Availability: InStock
Author: Grafton Whyte
ISBN: 9781787696068

portada The V-Model of Service Quality: An Exploration of African Customer Service Delivery Metrics (Emerald Points) (en Inglés)

Formato

Libro Físico

Editorial

Emerald Publishing Limited

Autor

Grafton Whyte

Año

2018

Idioma

Inglés

N° páginas

160

Encuadernación

Tapa Blanda

ISBN13

9781787696068

Categorías

Atención al cliente

The V-Model of Service Quality: An Exploration of African Customer Service Delivery Metrics (Emerald Points) (en Inglés)

Grafton Whyte (Autor) · Emerald Publishing Limited · Tapa Blanda

Libro Físico

S/ 325,47

S/ 650,95

Ahorras: S/ 325,47

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Origen: Estados Unidos (Costos de importación incluídos en el precio)

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Reseña del libro "The V-Model of Service Quality: An Exploration of African Customer Service Delivery Metrics (Emerald Points) (en Inglés)"

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.