The V-model of service quality :: an exploration of African customer service delivery metrics /
TheV-Model of Service Quality offers a powerful tool for measuringservice quality. This book grounds the theoretical interventions in data drawn from case studiesin the Sub-Saharan African context to make the models applicable to bothresearchers and working managers.
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Bingley, UK :
Emerald Publishing,
2018.
|
| Ausgabe: | First edition. |
| Schriftenreihe: | Emerald points.
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | TheV-Model of Service Quality offers a powerful tool for measuringservice quality. This book grounds the theoretical interventions in data drawn from case studiesin the Sub-Saharan African context to make the models applicable to bothresearchers and working managers. |
| Beschreibung: | 1 online resource |
| Bibliographie: | Includes bibliographical references and index. |
| ISBN: | 9781787696037 1787696030 9781787696051 1787696057 |
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| 100 | 1 | |a Whyte, Grafton, |e author. | |
| 245 | 1 | 4 | |a The V-model of service quality : |b an exploration of African customer service delivery metrics / |c by Grafton Whyte. |
| 250 | |a First edition. | ||
| 264 | 1 | |a Bingley, UK : |b Emerald Publishing, |c 2018. | |
| 264 | 4 | |c ©2018 | |
| 300 | |a 1 online resource | ||
| 336 | |a text |b txt |2 rdacontent | ||
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| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a 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. | |
| 505 | 8 | |a 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. | |
| 505 | 8 | |a 5.2. Analytical Progressive FilteringChapter 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. | |
| 505 | 8 | |a 7.1.2.4. Stage 4 -- Reporting of Results7.1.3. 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. | |
| 505 | 8 | |a 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. | |
| 520 | |a TheV-Model of Service Quality offers a powerful tool for measuringservice quality. This book grounds the theoretical interventions in data drawn from case studiesin the Sub-Saharan African context to make the models applicable to bothresearchers and working managers. | ||
| 588 | 0 | |a Online resource; title from digital title page (viewed on November 06, 2018). | |
| 650 | 0 | |a Customer services |z Africa. | |
| 650 | 0 | |a Customer relations |z Africa |x Management. | |
| 650 | 6 | |a Service à la clientèle |z Afrique. | |
| 650 | 7 | |a Customer services. |2 bicssc | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Customer relations |x Management |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 651 | 7 | |a Africa |2 fast |1 https://id.oclc.org/worldcat/entity/E39PBJkHrMyfHC67yqRTycbrv3 | |
| 655 | 7 | |a Case studies |2 fast | |
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| 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 FilteringChapter 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 Results7.1.3. 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. |
| ctrlnum | (OCoLC)1056779276 |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | First edition. |
| format | Electronic eBook |
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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.</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">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.</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">5.2. Analytical Progressive FilteringChapter 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.</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">7.1.2.4. Stage 4 -- Reporting of Results7.1.3. Service Level Reports; 7.1.3.1. 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| genre | Case studies fast |
| genre_facet | Case studies |
| geographic | Africa fast https://id.oclc.org/worldcat/entity/E39PBJkHrMyfHC67yqRTycbrv3 |
| geographic_facet | Africa |
| id | ZDB-4-EBU-on1056779276 |
| illustrated | Not Illustrated |
| indexdate | 2024-11-26T14:49:32Z |
| institution | BVB |
| isbn | 9781787696037 1787696030 9781787696051 1787696057 |
| language | English |
| oclc_num | 1056779276 |
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| owner_facet | MAIN DE-863 DE-BY-FWS |
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| publisher | Emerald Publishing, |
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| spelling | Whyte, Grafton, author. The V-model of service quality : an exploration of African customer service delivery metrics / by Grafton Whyte. First edition. Bingley, UK : Emerald Publishing, 2018. ©2018 1 online resource text txt rdacontent computer c rdamedia online resource cr rdacarrier Emerald points Includes bibliographical references and index. 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 FilteringChapter 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 Results7.1.3. 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. TheV-Model of Service Quality offers a powerful tool for measuringservice quality. This book grounds the theoretical interventions in data drawn from case studiesin the Sub-Saharan African context to make the models applicable to bothresearchers and working managers. Online resource; title from digital title page (viewed on November 06, 2018). Customer services Africa. Customer relations Africa Management. Service à la clientèle Afrique. Customer services. bicssc BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Customer relations Management fast Customer services fast Africa fast https://id.oclc.org/worldcat/entity/E39PBJkHrMyfHC67yqRTycbrv3 Case studies fast has work: The V-model of service quality (Text) https://id.oclc.org/worldcat/entity/E39PCYbxpvvP6B6jr9kTRJB4HK https://id.oclc.org/worldcat/ontology/hasWork Print version: Whyte, Grafton. V-model of service quality. First edition. Bingley, UK : Emerald Publishing, 2018 1787696065 9781787696068 (OCoLC)1048947941 Emerald points. http://id.loc.gov/authorities/names/no2018010552 FWS01 ZDB-4-EBU FWS_PDA_EBU https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1868322 Volltext |
| spellingShingle | Whyte, Grafton The V-model of service quality : an exploration of African customer service delivery metrics / Emerald points. 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 FilteringChapter 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 Results7.1.3. 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. Customer services Africa. Customer relations Africa Management. Service à la clientèle Afrique. Customer services. bicssc BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Customer relations Management fast Customer services fast |
| title | The V-model of service quality : an exploration of African customer service delivery metrics / |
| title_auth | The V-model of service quality : an exploration of African customer service delivery metrics / |
| title_exact_search | The V-model of service quality : an exploration of African customer service delivery metrics / |
| title_full | The V-model of service quality : an exploration of African customer service delivery metrics / by Grafton Whyte. |
| title_fullStr | The V-model of service quality : an exploration of African customer service delivery metrics / by Grafton Whyte. |
| title_full_unstemmed | The V-model of service quality : an exploration of African customer service delivery metrics / by Grafton Whyte. |
| title_short | The V-model of service quality : |
| title_sort | v model of service quality an exploration of african customer service delivery metrics |
| title_sub | an exploration of African customer service delivery metrics / |
| topic | Customer services Africa. Customer relations Africa Management. Service à la clientèle Afrique. Customer services. bicssc BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Customer relations Management fast Customer services fast |
| topic_facet | Customer services Africa. Customer relations Africa Management. Service à la clientèle Afrique. Customer services. BUSINESS & ECONOMICS Industrial Management. BUSINESS & ECONOMICS Management. BUSINESS & ECONOMICS Management Science. BUSINESS & ECONOMICS Organizational Behavior. Customer relations Management Customer services Africa Case studies |
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