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 /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.