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The V-Model of Service Quality
The V-Model of Service Quality

The V-Model of Service Quality

An Exploration of African Customer Service Delivery Metrics
Grafton Whyte
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pages
140 pages
language
English
format
ePUB (mobile friendly)
availableOnMobile
Available on iOS & Android

The V-Model of Service Quality

An Exploration of African Customer Service Delivery Metrics
Grafton Whyte
Book details
Table of contents

About This Book

Grafton Whyte introduces and explores a newacademic theory for customer service delivery for Africa, aimed at addressing issues of poor customerservice and poor service delivery. The V-Model of Service Quality (VMSQ) offersa powerful tool for measuring service quality, augmented by a service exchangemodel to provide a general framework for services, describe core componentsand provide contexts within which the VMSQ can operate. The VMSQ providesindications where problems may lie in a service operation, and an additional AfricanManagement Matrix identifies some of the historical and contextual barriersthat need to be overcome by African managers to achieve effective customerservice delivery. This book grounds the theoretical interventions in data drawnfrom case studies in the Sub-Saharan African context to make the modelsapplicable to both researchers and working managers. It looks at the vexed question of customerservice delivery in Africa, and embraces both concepts of customer serviceand service delivery.

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Information

Publisher
Emerald Publishing Limited
Year
2018
ISBN
9781787696051
Topic
Business
Subtopic
Customer Relations

Table of contents