Customer service management in Africa : a strategic and operational perspective / edited by Robert Ebo Hinson, Ogechi Adeola, Terri R. Lituchy, Abednego Feehi Okoe Amartey.
Hinson, Robert (Robert Ebo), editor.; Adeola, Ogechi, editor, author.; Lituchy, Terri R., editor.; Amartey, Abednego Feehi Okoe, editor.; ProQuest (Firm)
2020
HF5415.5 .C8363 2020
Available Online

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Title
Customer service management in Africa : a strategic and operational perspective / edited by Robert Ebo Hinson, Ogechi Adeola, Terri R. Lituchy, Abednego Feehi Okoe Amartey.
ISBN
9780429031342 (electronic book)
0429031343 (electronic book)
9780429631948 (electronic book)
0429631944 (electronic book)
9780429633430 (electronic book)
0429633432 (electronic book)
9780429630453 (electronic book)
042963045X (electronic book)
9780367143374
Published
New York, NY : Routledge, 2020.
Copyright
©2020
Language
English
Description
1 online resource (xiv, 339 pages) : illustrations
Call Number
HF5415.5 .C8363 2020
Dewey Decimal Classification
658.8120967
Note
"A Productivity Press Book" -- taken from front cover.
Bibliography, etc. Note
Includes bibliographical references and index.
Access Note
Access limited to authorized users
Reproduction
Electronic reproduction. Ann Arbor, MI Available via World Wide Web.
Source of Description
Description based on online resource; title from digital title page (viewed on July 16, 2020).
Added Author
Hinson, Robert (Robert Ebo), editor.
Adeola, Ogechi, editor, author.
Lituchy, Terri R., editor.
Amartey, Abednego Feehi Okoe, editor.
Added Corporate Author
ProQuest (Firm)
Available in Other Form
Customer service management in Africa
Linked Resources
Online Access
Record Appears in
Online Resources > Ebooks
All Resources
Introduction to Customer Service Management: A Strategic and Operational Perspective / Robert Ebo Hinson, Ogechi Adeola, Terri R. Lituchy, and Abednego Feehi Okoe Amartey
Theme A: Customer Service as Shared Value
Who is A Customer? / Desmond Ayentimi
Defining a Customer-driven Organisation / Benjamin Mwanzia Mulili
Ethical Customer Service / Ruth N. Kiraka
Theme B: Customer Service Strategy
An Institutional Economics-Led Model of Customer Service Strategy / Awele Achi and Olutayo Otubanjo
Barriers to Implementing Customer Service Strategy / Sarah Kimani
Theme C: Customer Service System
Customer Service Systems / Paul Katuse
Application of Digital Technology and Social Media to enhance Customer Service Experience / Ogechi Adeola, David Ehira, and Oserere Eigbe
Technology and Social Media in Customer Service / Abel Kinoti Meru, Giacomo Ciambotti, Jimmy Ebong, Mary Wanjiru Kinoti, and Rehema Mugendi
Theme D: Customer Service Style
Innovation and Customer Service / Justus M Munyoki
Entrepreneurial Customer Service / Ruth N. Kiraka
Leadership and Customer Service / Emmanuel Chao
Teamwork and Customer Service / Abdullah Promise Opute
Customer Service Training / Benjamin Mwanzia Mulili
Theme E: Customer Service Culture
Organisational Culture & Customer Service Delivery / Thomas Anning-Dorson, Ishmael Ofoli Christian and Michael Boadi Nyamekye
Cultural Influence on Customer Service Delivery / Ogechi Adeola, Isaiah Adisa, and Abolaji Adewale Obileye
Reward and Recognition Systems in Customer Service Organisations / Thomas Katua Ngui
Reward Systems & Customer Service Delivery Among Small And Medium Enterprises In Lagos State / Dumebi Anthony Ideh
Theme F: Customer Service Skills
Emotional Intelligence / Yvonne Ayerki Lamptey and Kenneth A. Parku
Twenty Traits of Customer Service Champions / J. N. Halm
Professional Grooming / J. N. Halm
Presentation Skills / J. N. Halm
Theme G: Customer Experience
Advancing Customer Service in Africa
Advancing the Services Sector's Potential in Africa Through Customer Experience: A Conceptual Perspective / Isaac K. Arthur, Ebenezer G. A. Nikoi and Samuel Benagr.

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