Introduction to Customer Service Management in Africa: A Strategic and Operational Perspective

Hinson, Robert Ebo; Adeola, Ogechi; Lituchy, Terri R.; Amartey, Abednego Feehi Okoe

doi:10.4324/9780429031342-1

Cited by 2 publications

(3 citation statements)

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“…Like the findings of this study, Hinson (2020) asserted that students are external university customers, groups of people receiving services, goods or ideas from universities for an approved consideration, generally monetary. Consequently, good customer service is vital for the retention of the student's client base in universities majority of African universities, however, reply to student concerns by arguing that they are only delivering generalist training and that it is the responsibility of the sector to shape graduates into the types of people that sector demands.…”

Section: Test Of the Null Hypothesis (H0); The Influence Of Customer ...mentioning

confidence: 50%

“…It is often argued that if so, several African universities do such a poor job of where their internal stakeholder audiences are satisfied, then external stakeholders have no chance of receiving excellent customer service. Hinson (2020) argues that external and internal stakeholders in African universities all seem to have issues with the level of services they receive from customer care. This is because very few universities in Africa have well-developed and full-blown customer service units with clear customer service delivery mandates and customer service policies.…”

Section: Literature Reviewmentioning

confidence: 99%

“…This has slowly denied a customer base in many institutions. Furthermore, Hinson (2020) argues that internal and external stakeholders in African universities all seem to have issues with the level of customer service being delivered to them. This is because very few universities in Africa have well-developed and full-blown customer service units with clear customer service delivery mandates and customer service policies.…”

Section: Test Of the Null Hypothesis (H0); The Influence Of Customer ...mentioning

confidence: 99%

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Student mobility in Kenya’s private universities: An assessment of the effect of universities’ customer care services

Samuel

Kibaara²,

Gichohi

2022

JEML

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The study sought to analyse the effect of customer care services on student mobility in private universities in Nairobi County, Kenya. The study employs a descriptive survey design targeting 26 registered private universities. A study sample of 180 private university students and 9 registrars was selected using multi-stage sampling whereby the private universities from Nairobi County, Kenya, were purposely selected. The universities were further sampled in stratus using stratified sampling. The registrars further applied random sampling to select the students who were interviewed. Data was collected using semi-structured interviews and survey questionnaires for registrars and students. Analysis was then done descriptively and through thematic means for quantitative and qualitative data. Linear regression analysis was also used to establish the extent of the effect on the dependent variables of independent variables. The study's findings indicate that customer care services influence students’ mobility in private universities in Nairobi County in Kenya. This implies that students prefer being in institutions of learning that provide good customer care services. The study recommends that marketing departments of universities in the target areas invest more in customer care services to promote their respective universities to prospective students.

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Section: Test Of the Null Hypothesis (H0); The Influence Of Customer ...mentioning

confidence: 50%

Section: Literature Reviewmentioning

confidence: 99%

Section: Test Of the Null Hypothesis (H0); The Influence Of Customer ...mentioning

confidence: 99%

See 1 more Smart Citation

Student mobility in Kenya’s private universities: An assessment of the effect of universities’ customer care services

Samuel

Kibaara²,

Gichohi

2022

JEML

View full text Add to dashboard Cite

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Does humane leadership influence customer service orientation of financial institutions? The moderating effect of job satisfaction of casual employees

Dzogbenuku,

Sokro,

Dartey-Baah

2024

AJEMS

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PurposeThis study seeks to assess how a humane leadership style affects customer service orientation among casual employees of financial service institutions in Ghana. Using job satisfaction as a moderator, this study predicts that a humane leadership style influences casual employees’ customer service orientation.Design/methodology/approachSurvey data were obtained from 328 frontline casual employees of financial service firms. The structural equation modelling technique of partial least squares was used to test the hypothesised relationships.FindingsThe study found that a humane leadership style positively and significantly drives customer service behaviour. Job satisfaction also had a positive effect on customer service orientation among casual employees.Originality/valueThe study appears to be the first of its kind to explore the moderating role of job satisfaction in the connection between humane leadership and customer service orientation from the perspective of casual employees. The study highlights insightful practical implications for corporate managers, HR practitioners and marketing academics.

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Introduction to Customer Service Management in Africa: A Strategic and Operational Perspective

Cited by 2 publications

References 0 publications

Student mobility in Kenya’s private universities: An assessment of the effect of universities’ customer care services

Student mobility in Kenya’s private universities: An assessment of the effect of universities’ customer care services

Does humane leadership influence customer service orientation of financial institutions? The moderating effect of job satisfaction of casual employees

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