The V-Model of Service Quality
An Exploration of African Customer Service Delivery Metrics
Synopsis
Table of contents
(14 chapters)Prelims
Pages i-xix
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Introduction
Pages 1-5
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Overview of the VMSQ
Pages 7-19
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Identifying Service Attributes (Stage 1 )
Pages 21-40
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VMSQ – Data Collection (Stage 2 )
Pages 41-50
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VMSQ – Data Analysis (Stage 3 )
Pages 51-55
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VMSQ – Reporting (Stage 4 )
Pages 57-66
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Case Studies
Pages 67-94
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A Framework for Customer Service Delivery (CSD)
Pages 95-107
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A Road Map for Busy Managers
Pages 109-112
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References
Pages 113-115
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Appendix 1
Pages 117-119
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Appendix 2
Pages 121-129
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Index
Pages 131-136
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- DOI
- 10.1108/9781787696037
- Publication date
- 2018-10-18
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- ISBN
- 978-1-78769-606-8