Customer Service Delivery In Africa

Author : Robert Ebo Hinson,Esi Akyere Mensah,Doreen Anyamesem Odame
Publisher : CRC Press
Page : 92 pages
File Size : 43,7 Mb
Release : 2024-02-26
Category : Business & Economics
ISBN : 9781003856290

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Customer Service Delivery in Africa by Robert Ebo Hinson,Esi Akyere Mensah,Doreen Anyamesem Odame Pdf

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.

Author : Robert Hinson,Ogechi Adeola,Terri Lituchy,Abednego Amartey
Publisher : CRC Press
Page : 361 pages
File Size : 41,5 Mb
Release : 2020-05-07
Category : Business & Economics
ISBN : 9780429633430

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Customer Service Management in Africa by Robert Hinson,Ogechi Adeola,Terri Lituchy,Abednego Amartey Pdf

Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.

Author : Robert E. Hinson,Ogechi Adeola,Kojo Oppong Nkrumah,Charles Agyinasare,Kwame Adom,Abednego Feehi Okoe Amartey
Publisher : IAP
Page : 253 pages
File Size : 49,7 Mb
Release : 2019-08-01
Category : Business & Economics
ISBN : 9781641136877

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Customer Service Essentials by Robert E. Hinson,Ogechi Adeola,Kojo Oppong Nkrumah,Charles Agyinasare,Kwame Adom,Abednego Feehi Okoe Amartey Pdf

Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond "This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!" Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA "I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer." Charles Blankson Professor of Marketing College of Business University of North Texas "Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners." Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom

Author : Ogechi Adeola,Jude N. Edeh,Robert E. Hinson,Fulufhelo Netswera
Publisher : Springer Nature
Page : 355 pages
File Size : 54,9 Mb
Release : 2022-02-07
Category : Business & Economics
ISBN : 9783030839093

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Digital Service Delivery in Africa by Ogechi Adeola,Jude N. Edeh,Robert E. Hinson,Fulufhelo Netswera Pdf

The dynamics of the world’s pervasive digital technologies is transforming organisations and enabling enterprises to create sustainable competitive advantage. This presents huge economic opportunities for Africa. This book responds to the need for African enterprises and organisations—particularly those in the service sector—to fully exploit the inherent potential in digital platforms by putting in place processes to respond effectively to changing consumer demands. Digital service delivery is conceptualised as a key driver of effective management and service delivery across the value chain of businesses. The authors offer insights into the opportunities, drivers, structures, and models of digital service delivery specific to the African context, using case studies and country-based themes that highlight how the adoption of digital platforms and practices can transform service delivery for value-creation. The book examines the scope and applications of digital businesses, emphasising the emergence, value-creation, and strategic implications for Africa’s private and public enterprises. Students, entrepreneurs, IT innovators, academics, and policymakers will gain a greater understanding of how digitalisation is shaping consumer expectations, industry practices, and service delivery in Africa.

Author : Grafton Whyte
Publisher : Emerald Group Publishing
Page : 157 pages
File Size : 44,5 Mb
Release : 2018-10-18
Category : Business & Economics
ISBN : 9781787696068

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The V-Model of Service Quality by Grafton Whyte Pdf

The V-Model of Service Quality offers a powerful tool for measuring service quality. 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.

Author : Emmanuel Danstan Chinunda
Publisher : Xlibris Corporation
Page : 199 pages
File Size : 53,6 Mb
Release : 2013-11-29
Category : Business & Economics
ISBN : 9781493138296

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Customer Service by Emmanuel Danstan Chinunda Pdf

Customer Service: The Kingpin of Business Success in Africa is a must read as it communicates how the power of customer service can revolutionise business on the African continent. The book uses proverbs and wise sayings to captivate the reader into action. The book captures both the African and Western experience to position the reader as a global player in the world of customer service. The book is a change agent and provides a platform how customer service can transform the African continent. The uniqueness of the book is that it uses both Western and African proverbs to help the reader to gain insight into the African culture. It stresses, motivates and inspires the reader to bring revolution to his or her world of service. You will surely bring transformation to your world after mastering the mysteries buried in this book. Its concepts are simple and easy to follow and drive you into business success.

Author : Jean Kabongo
Publisher : Springer Nature
Page : 257 pages
File Size : 40,6 Mb
Release : 2024-07-03
Category : Electronic
ISBN : 9783031501289

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Understanding Entrepreneurship in Sub-Saharan Africa by Jean Kabongo Pdf

Author : Renata Paola Dameri, Roberto Garelli and Marina Resta
Publisher : Academic Conferences and publishing limited
Page : 868 pages
File Size : 48,9 Mb
Release : 2015-08-24
Category : Business & Economics
ISBN : 9781910810491

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ECIE2015-10th European Conference on Innovation and Entrepreneurship by Renata Paola Dameri, Roberto Garelli and Marina Resta Pdf

These proceedings represent the work of contributors to the 10th European Conference on Innovation and Entrepreneurship (ECIE 2015), hosted this year by The University of Genoa, Italy on the 17-18 September 2015. The Conference Chair is Prof Luca Beltrametti and the Programme Co-chairs are Prof Renata Paola Dameri, Prof. Roberto Garelli and Prof. Marina Resta, all from the University of Genoa. ECIE continues to develop and evolve. Now in its 10th year the key aim remains the opportunity for participants to share ideas and meet the people who hold them. The scope of papers will ensure an interesting two days. The subjects covered illustrate the wide range of topics that fall into this important and growing area of research. The opening keynote presentation is given by Marco Doria – Mayor of Genoa on the topic of Innovation and entrepreneurship in Genoa: past, present and future. A second keynote will be given by Flavia Marzano from the National board for innovation and Italian digital agenda on the topic of Innovation: New visions not just new technologies. The second day Keynote will be given by Roberto Santoro, President of the European Society of Concurrent Engineering Network (ESoCE Net) on the topic of People Olympics for healthy and active living: A people driven social innovation platform. In addition to the main themes of the conference there are a number of specialist mini tracks on topics including Innovation and strategy, Entrepreneurship education in action, The theory and practice of collaboration in entrepreneurship and Challenges for entrepreneurship and innovation n the 21st Century. With an initial submission of 275 abstracts, after the double blind, peer review process there are 88 Academic research papers, 6 PhD research papers, 1 Masters Research paper, 4 work-in-progress papers and 1 Non-academic paper published in these Conference Proceedings. These papers represent research from Australia, Brazil, Bulgaria, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Finland, , France, Germany, Ghana, Greece, Hungary, India, Iran, Ireland, Israel, Italy, Japan, Kazakhstan, , Kuwait, Lithuania, Malaysia, Mexico, Netherlands, New Zealand, Nigeria, Norway, Poland, Portugal, Romania, Romania, Russia, Russian Federation, Saudi Arabia, South Africa, Spain, Sweden, Thailand, Thailand, UK and USA

Author : Felix Adamu Nandonde,John L. Stanton
Publisher : Routledge
Page : 175 pages
File Size : 44,7 Mb
Release : 2022-03-25
Category : Business & Economics
ISBN : 9781000562712

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Supermarket Retailing in Africa by Felix Adamu Nandonde,John L. Stanton Pdf

This book surveys the landscape of supermarket retailing in Africa, showing how this expanding part of the retail sector is changing consumerism on the continent. Drawing on research covering retail formats, consumer behaviour, strategies, operation research, ICT, relationship marketing, and market linkage, the book investigates the many factors impacting the growth of supermarkets in Africa. The contributors employ theories, concepts, and methods in order to help us to understand changing consumer behaviour, the strategies used by suppliers to access supermarkets, the role of service suppliers in the growth of the sector, and ultimately how supermarkets can assist in making the market linkage between producers and consumers in Africa. The chapters provide a comprehensive exploration of modern retail, discussing its growth and future, identifying consumer preferences, as well as suggesting solutions to the challenges that retailers and suppliers on the continent face in developing the sector. This book will be of interest to scholars and students of the retail sector and retail management in Africa.

Author : Figueiredo, Paula Cristina Nunes,Tomé, Eduardo Luís de Campos Soares,Rouco, José Carlos Dias
Publisher : IGI Global
Page : 573 pages
File Size : 44,5 Mb
Release : 2022-06-10
Category : Business & Economics
ISBN : 9781799898429

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Handbook of Research on Challenges for Human Resource Management in the COVID-19 Era by Figueiredo, Paula Cristina Nunes,Tomé, Eduardo Luís de Campos Soares,Rouco, José Carlos Dias Pdf

The importance of people in organizations has been growing in the organizational environment over the last decades. Digital transformation, artificial intelligence, and sustainability have already reinforced the role of people as a differentiating element for the success and survival of organizations. These phenomena alone are already challenging for people. There is a consensus that the world of work as we knew before the pandemic will not return. Human resource management (HRM) practices must prepare organizations for the future of work. The Handbook of Research on Challenges for Human Resource Management in the COVID-19 Era analyzes state-of-the-art HRM in a digital transformation context and investigates the factors that promote more learning and development dynamics in organizational contexts. It also evaluates the impact of HRM policies on individuals, organizations, and societies. Covering topics such as corporate social responsibility, job satisfaction, and electronic performance monitoring, this major reference work is a crucial resource for leaders from public and private companies, human resource professionals, specialists, students and educators of higher education, researchers, and academicians.

Author : Emmanuel Danstan Chinunda
Publisher : Adonis & Abbey Publishers Ltd
Page : 134 pages
File Size : 55,7 Mb
Release : 2011-07-20
Category : Reference
ISBN : 9781912234172

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Practical Insights on Customer Service by Emmanuel Danstan Chinunda Pdf

Practical Insights On Customer Service offers an African perspective on the thorny question of customer care. It challenges readers to reflect on the current challenges in Africa and how effective customer care can help to unlock some of the opportunities available in the continent. It highlights the common problems organizations face in the continent and recommends ways of enhancing the principles of customer service. Written in a reader-friendly language, the book also conscientises the readers and organizations to simple, but often overlooked winning formulae in life-customer service.

Author : Lindy Heinecken,Heidi Prozesky
Publisher : Cambridge Scholars Publishing
Page : 265 pages
File Size : 50,6 Mb
Release : 2010-06-09
Category : Social Science
ISBN : 9781443823173

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Society in Focus—Change, Challenge and Resistance by Lindy Heinecken,Heidi Prozesky Pdf

The chapters in this book showcase current sociological research, as undertaken both by established and budding social scientists in South Africa and Africa. The book covers a variety of topical themes, the first of which concerns the link between society, power and the environment, and how competing interests, whether these be corporate, legal, socio-ecological or environmentalist, relate to each. Another theme includes contributions on development, democracy and service delivery. Workplace change, resistance and well-being within the agricultural, manufacturing, mining and the service sector constitute a further central focus. The remaining theme addresses the interplay of race, class, gender and power within the context of specific topics, such as HIV/AIDS, tertiary education and minority groups. The collection of work presented in this book reflects a critical stance towards reification of roles, highlights contradictions between principles and practices in society, and underscores the complexity of societal issues on a broad range of contemporary themes. As such, the chapters are notable for their empirical richness and methodological pluralism, which are of interest to an interdisciplinary audience, whether scholars, professionals or practitioners.

Author : Victor Ayeni
Publisher : Commonwealth Secretariat
Page : 76 pages
File Size : 41,7 Mb
Release : 2001
Category : Business & Economics
ISBN : 0850926491

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Empowering the Customer by Victor Ayeni Pdf

This publication explores some of these recent strategies based on Commonwealth best practice. It presents, among other things, guidelines on developing clients' charters, setting appropriate standards for public services, and meeting the expectations of the socially deprived.

Author : Anonim
Publisher : Unknown
Page : 460 pages
File Size : 44,5 Mb
Release : 2005
Category : Computer networks
ISBN : STANFORD:36105133519640

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Computing & Communications Africa by Anonim Pdf

Author : Godfrey Kanyenze,Herbert Jauch
Publisher : African Books Collective
Page : 382 pages
File Size : 44,6 Mb
Release : 2016-12-14
Category : Political Science
ISBN : 9781779223081

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Towards Democratic Development States in Southern Africa by Godfrey Kanyenze,Herbert Jauch Pdf

The dawn of the twenty-first century heralded an apparent change of fortunes for most sub-Saharan African economies, with annual growth averaging over 5% for fifteen years. However, this was not accompanied by structural transformation: poverty, food insecurity, unemployment and inequality persist. Structural transformation has not been - and indeed cannot be - delivered by market forces and neo-liberal economic policies; it requires a state committed to development, and to achieving it in a democratic way. To what extent do the countries of Southern Africa exhibit the characteristics of such a developmental state? What steps, if any, do they need to take in order to become one? The book answers the questions with respect to South Africa, Botswana, Namibia, Zimbabwe, Angola and Malawi. Godfrey Kanyenze and his colleagues have assembled a distinguished team of writers to take the temperature of the regional political economy, and chart a path for its future development.