000937885 000__ 04571cam\a2200553\i\4500 000937885 001__ 937885 000937885 005__ 20210515194539.0 000937885 006__ m\\\\\o\\d\\\\\\\\ 000937885 007__ cr\un\nnnunnun 000937885 008__ 200102t20202020nyua\\\\ob\\\\001\0\eng\d 000937885 010__ $$a 2019060076 000937885 020__ $$a9780429031342$$q(electronic book) 000937885 020__ $$a0429031343$$q(electronic book) 000937885 020__ $$a9780429631948$$q(electronic book) 000937885 020__ $$a0429631944$$q(electronic book) 000937885 020__ $$a9780429633430$$q(electronic book) 000937885 020__ $$a0429633432$$q(electronic book) 000937885 020__ $$a9780429630453$$q(electronic book) 000937885 020__ $$a042963045X$$q(electronic book) 000937885 020__ $$z9780367143374 000937885 035__ $$a(DLC)EBC6192157 000937885 040__ $$aNhCcYBP$$cNhCcYBP 000937885 042__ $$apcc 000937885 043__ $$afb----- 000937885 050_4 $$aHF5415.5$$b.C8363 2020 000937885 08204 $$a658.8120967$$223 000937885 24500 $$aCustomer service management in Africa :$$ba strategic and operational perspective /$$cedited by Robert Ebo Hinson, Ogechi Adeola, Terri R. Lituchy, Abednego Feehi Okoe Amartey. 000937885 264_1 $$aNew York, NY :$$bRoutledge,$$c2020. 000937885 264_4 $$c©2020 000937885 300__ $$a1 online resource (xiv, 339 pages) :$$billustrations 000937885 336__ $$atext$$btxt$$2rdacontent 000937885 337__ $$acomputer$$bc$$2rdamedia 000937885 338__ $$aonline resource$$bcr$$2rdacarrier 000937885 500__ $$a"A Productivity Press Book" -- taken from front cover. 000937885 504__ $$aIncludes bibliographical references and index. 000937885 50500 $$tIntroduction to Customer Service Management: A Strategic and Operational Perspective /$$rRobert Ebo Hinson, Ogechi Adeola, Terri R. Lituchy, and Abednego Feehi Okoe Amartey --$$gTheme A: Customer Service as Shared Value --$$tWho is A Customer? /$$rDesmond Ayentimi --$$tDefining a Customer-driven Organisation /$$rBenjamin Mwanzia Mulili --$$tEthical Customer Service /$$rRuth N. Kiraka --$$gTheme B: Customer Service Strategy --$$tAn Institutional Economics-Led Model of Customer Service Strategy /$$rAwele Achi and Olutayo Otubanjo --$$tBarriers to Implementing Customer Service Strategy /$$rSarah Kimani --$$gTheme C: Customer Service System --$$tCustomer Service Systems /$$rPaul Katuse --$$tApplication of Digital Technology and Social Media to enhance Customer Service Experience /$$rOgechi Adeola, David Ehira, and Oserere Eigbe --$$tTechnology and Social Media in Customer Service /$$rAbel Kinoti Meru, Giacomo Ciambotti, Jimmy Ebong, Mary Wanjiru Kinoti, and Rehema Mugendi --$$gTheme D: Customer Service Style --$$tInnovation and Customer Service /$$rJustus M Munyoki --$$tEntrepreneurial Customer Service /$$rRuth N. Kiraka --$$tLeadership and Customer Service /$$rEmmanuel Chao --$$tTeamwork and Customer Service /$$rAbdullah Promise Opute --$$tCustomer Service Training /$$rBenjamin Mwanzia Mulili --$$gTheme E: Customer Service Culture --$$tOrganisational Culture & Customer Service Delivery /$$rThomas Anning-Dorson, Ishmael Ofoli Christian and Michael Boadi Nyamekye --$$tCultural Influence on Customer Service Delivery /$$rOgechi Adeola, Isaiah Adisa, and Abolaji Adewale Obileye --$$tReward and Recognition Systems in Customer Service Organisations /$$rThomas Katua Ngui --$$tReward Systems & Customer Service Delivery Among Small And Medium Enterprises In Lagos State /$$rDumebi Anthony Ideh --$$gTheme F: Customer Service Skills --$$tEmotional Intelligence /$$rYvonne Ayerki Lamptey and Kenneth A. Parku --$$tTwenty Traits of Customer Service Champions /$$rJ. N. Halm --$$tProfessional Grooming /$$rJ. N. Halm --$$tPresentation Skills /$$rJ. N. Halm --$$gTheme G: Customer Experience -- Advancing Customer Service in Africa --$$tAdvancing the Services Sector's Potential in Africa Through Customer Experience: A Conceptual Perspective /$$rIsaac K. Arthur, Ebenezer G. A. Nikoi and Samuel Benagr. 000937885 506__ $$aAccess limited to authorized users 000937885 533__ $$aElectronic reproduction.$$bAnn Arbor, MI$$nAvailable via World Wide Web. 000937885 588__ $$aDescription based on online resource; title from digital title page (viewed on July 16, 2020). 000937885 650_0 $$aCustomer services$$zAfrica, Sub-Saharan$$xManagement. 000937885 7001_ $$aHinson, Robert$$q(Robert Ebo),$$eeditor. 000937885 7001_ $$aAdeola, Ogechi,$$eeditor,$$eauthor. 000937885 7001_ $$aLituchy, Terri R.,$$eeditor. 000937885 7001_ $$aAmartey, Abednego Feehi Okoe,$$eeditor. 000937885 7102_ $$aProQuest (Firm) 000937885 77608 $$iPrint version:$$tCustomer service management in Africa$$dNew York : Routledge, 2020.$$z9780367143374$$w(DLC) 2019060075 000937885 852__ $$bebk 000937885 85640 $$3GOBI DDA$$uhttps://univsouthin.idm.oclc.org/login?url=https://ebookcentral.proquest.com/lib/usiricelib-ebooks/detail.action?docID=6192157$$zOnline Access 000937885 909CO $$ooai:library.usi.edu:937885$$pGLOBAL_SET 000937885 980__ $$aEBOOK 000937885 980__ $$aBIB 000937885 982__ $$aEbook 000937885 983__ $$aOnline