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|a 9781787696051
|b Emerald Publishing
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|a f------
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|a HF5415.5
|b .W49 2018
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|a HCDD
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|a Whyte, Grafton,
|e author.
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|a The V-model of service quality :
|b an exploration of African customer service delivery metrics /
|c by Grafton Whyte.
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|a First edition.
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|a Bingley, UK :
|b Emerald Publishing,
|c 2018.
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| 264 |
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|c ©2018
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| 300 |
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|a 1 online resource
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| 336 |
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|a text
|b txt
|2 rdacontent
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| 337 |
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|a computer
|b c
|2 rdamedia
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|a online resource
|b cr
|2 rdacarrier
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| 490 |
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|a Emerald points
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|a Includes bibliographical references and index.
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|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.
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|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.
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|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.
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|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.
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|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.
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| 520 |
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|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.
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|a Online resource; title from digital title page (viewed on November 06, 2018).
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| 650 |
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|a Customer services
|z Africa.
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| 650 |
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|a Customer relations
|z Africa
|x Management.
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| 650 |
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|a Customer services.
|2 bicssc
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| 650 |
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|a BUSINESS & ECONOMICS
|x Industrial Management.
|2 bisacsh
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| 650 |
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|a BUSINESS & ECONOMICS
|x Management.
|2 bisacsh
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| 650 |
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|a BUSINESS & ECONOMICS
|x Management Science.
|2 bisacsh
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| 650 |
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|a BUSINESS & ECONOMICS
|x Organizational Behavior.
|2 bisacsh
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|a Customer relations
|x Management
|2 fast
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| 650 |
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|a Customer services
|2 fast
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| 651 |
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|a Africa
|2 fast
|1 https://id.oclc.org/worldcat/entity/E39PBJkHrMyfHC67yqRTycbrv3
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| 655 |
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|a Case studies
|2 fast
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| 758 |
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|i has work:
|a The V-model of service quality (Text)
|1 https://id.oclc.org/worldcat/entity/E39PCYbxpvvP6B6jr9kTRJB4HK
|4 https://id.oclc.org/worldcat/ontology/hasWork
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| 776 |
0 |
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|i Print version:
|a Whyte, Grafton.
|t V-model of service quality.
|b First edition.
|d Bingley, UK : Emerald Publishing, 2018
|z 1787696065
|z 9781787696068
|w (OCoLC)1048947941
|
| 830 |
|
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|a Emerald points.
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| 856 |
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|u https://ebookcentral.proquest.com/lib/holycrosscollege-ebooks/detail.action?docID=5550852
|y Click for online access
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|a EBC-AC
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| 994 |
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|a 92
|b HCD
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