The V-Model of Service Quality
An Exploration of African Customer Service Delivery Metrics
Subject:
Synopsis
Table of contents
(14 chapters)Prelims
Pages i-xix
Content available
Introduction
Pages 1-5
Overview of the VMSQ
Pages 7-19
VMSQ – Data Collection (Stage 2 )
Pages 41-50
VMSQ – Data Analysis (Stage 3 )
Pages 51-55
VMSQ – Reporting (Stage 4 )
Pages 57-66
Case Studies
Pages 67-94
A Road Map for Busy Managers
Pages 109-112
References
Pages 113-115
Content available
Appendix 1
Pages 117-119
Appendix 2
Pages 121-129
Index
Pages 131-136
Content available
- DOI
- 10.1108/9781787696037
- Publication date
- 2018-10-18
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- ISBN
- 978-1-78769-606-8
- eISBN
- 978-1-78769-603-7