Customer service management: An African perspective of theory, strategy, and practice

Abstract

This book presents a comprehensive examination of customer service management from an African perspective by integrating theory, strategic approaches, and practical applications. It explores the principles of customer service, customer experience management, service quality, organizational culture, leadership, communication, customer relationship management, complaint handling, digital customer engagement, and performance measurement within African business environments. The text combines academic concepts with practical examples and case studies to demonstrate how organizations can improve customer satisfaction, strengthen customer loyalty, and achieve sustainable competitive advantage. The book is intended for university students, researchers, managers, entrepreneurs, policymakers, and practitioners seeking contextually relevant approaches to customer service in Africa.