The V-model of service quality : an exploration of African customer service delivery metrics / by Grafton Whyte (University of Namibia, Namibia).

Format:

Book

Author/Creator:

Whyte, Grafton, author.

Series:

Emerald points.

Emerald points

Language:

English

Subjects (All):

Customer services--Africa.

Customer services.

Customer relations--Africa--Management.

Customer relations.

Physical Description:

1 online resource (157 pages)

Edition:

1st ed.

Place of Publication:

United Kingdom : Emerald Publishing, 2018.

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.

Contents:

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 Filtering

Chapter 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 Results

7.1.3. 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.

Notes:

Includes bibliographical references and index.

Print version record

ISBN:

9781787696051

1787696057

9781787696037

1787696030