Customer service management in Africa a strategic and operational perspective
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 /Benj...
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| Format: | UnknownFormat |
| Sprache: | eng |
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New York, NY
Routledge
2020
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| Online Zugang: | Inhaltsverzeichnis |
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Tag hinzufügen | Zusammenfassung: | 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. "Customer service management the world over is dynamic, with companies transitioning from a transactional to a more strategic view of the customer. Customers have evolved and transformed from 'passive audiences' to 'active players.' Consequently, businesses are moving away from the old industry model that sees value as created from goods and services to a new model where value is created by experiences. Today, customers engage in dialogue with businesses at each stage of product design and product delivery. This dialogue is an interactive process of learning together. Together, businesses and customers create value through customized, co-produced offerings. This co-creation of value help firms highlight the customer's or consumer's point of view and improve the front-end process of identifying customers' needs. Co-creation, a new paradigm in the customer service literature, describes an environment in which businesses and customers create value through interaction aimed at further development of new business opportunities. In the past decade, co-creation has spread swiftly through theoretical and empirical analyses. Many professionals interested in marketing and consumer research, service management, and innovation management have applied "co-creation" models, enriching the approaches and the theoretical perspectives in the respective fields. Given the increasing recognition of the customer as a co-creator of value, this comprehensive and well-timed book aims to be an essential reference on the emerging role of the customer as a strategic partner in the co-creation value. This book discusses the management and delivery of customer service under seven broad themes: 1) customer service as shared value; 2) customer service systems; 3) customer service strategy; 4) customer service structure; 5) customer service style; 6) customer service staff; 7) customer service skills. The book examines the concepts, roles, and practices of customer service management. The authors also address the following central questions: 1) What is the new definition of customer service management? 2) How should organizations position themselves to create value for customers and stakeholders? 3) How should individuals representing organizations project themselves to align with the customer delivery promises made by their organizations?"-- |
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| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | xix, 339 Seiten Illustrationen |
| ISBN: | 9780367143374 978-0-367-14337-4 |