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"Customer Service Essentials: Lessons for Africa and Beyond is written with the understanding that successful organizations build a base of loyal customers who provide repeat business and positively influence potential customers. Building positive relationships with loyal customers requires careful planning of the service experience and paying due attention to service delivery at all customer touch points. This is the key focus of this book"--
E-books --- Customer services --- Customer loyalty --- Frequent buyer programs --- Frequent shopper programs --- Consumer behavior --- Loyalty --- Consumer satisfaction --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations
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Thsi book focuses on entrepreneurial development and the development of small businesses in Africa. The central idea of this book is that entrepreneurial development and small business development are connected. Entrepreneurship is lauded as an engine of growth (economic development and job creation), with small businesses often contributing to new job creation. Also, entrepreneurship and small business development are the heart of many countries' economies. The decision to focus on entrepreneurial development and small business development is that first, there is a consensus that most entrepreneurial activities are aimed at creating small new ventures. Second, countries that give special attention to entrepreneurship stand a chance of industrialization. Third, Africa has been reported as having a rich entrepreneurial landscape as the continent's wealthiest individuals generated their wealth as trailblazing entrepreneurs. Fourth, small-scale entrepreneurs and businesses form the backbone of economic activities across the continent. A motivation to focus on entrepreneurial and small business development is the generally accepted view that start-ups in Africa are growing calling for understanding into how to enhance productivity, efficiencies, and application of new technologies. The book aims to enhance the understanding of stakeholders (business owners, governments, practitioners) to overturn challenges such as inadequate start-up capital, competition, lack of employees with the right skills, and low use of technology. The ability to develop entrepreneurship in Africa, and the role of small-medium enterprises cannot be underestimated. The promotion of entrepreneurship in Africa is crucial as it creates jobs, provides decent livelihoods, and contributes to GDP. Most entrepreneurial initiatives in developing economies entail identifying opportunities and new venture creation. It is worth recognizing that most new ventures created take the form of small businesses and the entrepreneurial processes involve entrepreneurs' knowledge and skills, identifying opportunities, involvement in setting up a business and managing the business. The various aspects of this book focus on many entrepreneurial activities that are undertaken on the African continent. This book is focused on African countries since there is a reason to be optimistic about the prospects for growth and entrepreneurship. To achieve entrepreneurial success in African countries, the African Development Bank (2021) proposes that there must be a link between macro and firm-level characteristics that will serve as the mix of entrepreneurship in societies. This book, therefore, considers some macro-level factors such as education, training, and skills development, technological developments, government programs, and entrepreneurial challenges and opportunities. At the firm-level, this book focuses on entrepreneurial initiatives such as branding and marketing.
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Corporate governance. --- Governance, Corporate --- Industrial management --- Directors of corporations
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Green Marketing and Management in Emerging Markets, with emphasis on the crucial role of people management towards successful implementation, is an invaluable companion to today's marketers. Policymakers, business owners, managers, and HR practitioners, particularly in emerging markets, will benefit from the recommendations in this book. I recommend it to you all. Samuel O Idowu, PhD, Deputy CEO, Global Corporate Governance Institute, UK Adverse environmental impacts such as greenhouse gas emissions and chemical spills have put the topic of green business firmly on the sustainability agenda. Despite the burgeoning literature on green business and green marketing from the globalised north, there is relative parsimony of green business literature in the global south. This book offers a greater understanding of what green marketing is, as well as the various levels of practices and the implementations thereof. It places specific emphasis on the people through which green marketing excellence can be achieved. Contributors argue that, given the complexity of green marketing, effective people management plays a key role in achieving green marketing success, and the chapters consider the role that green human resource management practices play in marketing. Providing a unique perspective on the successful implementation of green marketing, this book is an important resource for students, researchers and practitioners. It is of particular interest to those who desire a greater understanding of how organisations deal internally and externally with increasing pressure to become more socially responsible and embed 'greenness' in all their marketing activities. Robert Ebo Hinson is a Professor and Head of the Department of Marketing & Entrepreneurship at the University of Ghana Business School. Ogechi Adeola is an Associate Professor of Marketing and Head of Department of Operations, Marketing and Information Systems at the Lagos Business School, Pan-Atlantic University, Nigeria. Isaiah Adisa is a Management Researcher and Consultant. He is affiliated with the Olabisi Onabanjo University, Nigeria.
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This book is a fascinating treatment of ethics, governance, and anti-corruption initiatives from a public sector management perspective and is especially relevant for an Africa looking to benefit from the recently launched Africa Continental Free Trade Area. This second part of a two-volume set spans a wide array of contemporary issues. Chapters explore the challenges related to building an ethical climate in Africa's public sector, what the imperatives of anti-corruption initiatives should be in Africa, ethical orientation in promoting project performance, corporate governance in Zimbabwe's local authorities and the role of NGOs/CSOs in promoting public sector accountability. On digitalisation, the book discusses the management of Tanzanian public service integrity in the digital era and digital innovation towards sustainable public sector administration in Africa. Public sector management, ethics and corporate governance academics, students, managers and policy makers will find this edited volume critical to improving public sector management in Africa.
Political philosophy. Social philosophy --- International relations. Foreign policy --- Developing countries: economic development problems --- Economic relations. Trade --- Public administration --- Business management --- management --- bedrijfskunde --- organisatiecultuur --- globalisering --- administratie --- Africa
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This book is an excellent resource for academics and students interested in ethics and accountability in the public sector, as well as for practitioners, NGO workers and policymakers. Over the last decades, issues in ethical leadership have become central to the global call for higher moral standards on the part of corporate organisations and their leaders and managers. The book's chapters investigate these concerns in Africa, where governance gaps often reflect poor leadership. Parenthetically, in 2001, a UNDP report found difficulties in applying anti-corruption laws and managing public institutions in the continent. Twenty years on, significant efforts have been made to improve the situation, yet extensive challenges still subsist. In this first volume, contributors discuss the practice of ethics, anti-corruption, and performance management, and propose solutions, some general to the continent and others country-specific. Kemi Ogunyemi is an Associate Professor. She teaches ethics, anthropology, self-leadership and sustainability at Lagos Business School. She is also the director of the Christopher Kolade Centre for Research in Leadership and Ethics and the academic director for the School's Senior Management Programme. Isaiah Adisa is a management researcher and consultant based in Nigeria. He has co-edited book(s) with several other book chapters and journal articles in recognised outlets. He is affiliated with the Olabisi Onabanjo University, Ago-Iwoye, Ogun State, and his research interest cut across human resources management, organizational behaviour, marketing, and gender studies Professor Robert Ebo Hinson is the Deputy Vice Chancellor-Academic at the University of Kigali. He is also Visiting Professor of Marketing at the Lincoln International Business School, Professor of Marketing at the University of Ghana, and Extraordinary Professor of Marketing at the University of the Free State Business School.
Political philosophy. Social philosophy --- International relations. Foreign policy --- Developing countries: economic development problems --- Economic relations. Trade --- Public administration --- Business management --- management --- bedrijfskunde --- organisatiecultuur --- globalisering --- administratie --- Africa
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Electronic commerce --- Internet marketing. --- Management. --- Online marketing --- Web marketing --- World Wide Web marketing --- Marketing
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Political philosophy. Social philosophy --- International relations. Foreign policy --- Developing countries: economic development problems --- Economic relations. Trade --- Public administration --- Business management --- management --- bedrijfskunde --- organisatiecultuur --- globalisering --- administratie --- Africa
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"Evidence shows that the internet is a big equaliser amongst nations. Where people have access to digital technology, lives and livelihoods are sure to improve. There is no doubt in my mind that digital technology remains one of the most powerful keys to unlock Africa's immense potential. This well-timed book shines a much-needed spotlight on what Africa needs to do to take advantage of the possibilities that come with digital technology." -Alistair Mokoena, Country Director: Google South Africa This pioneering book explores how African businesses and organisations leverage social media, digital tools, and platforms to design and deliver products and services that meet market needs, create value, and enhance customer engagement. The book addresses three interrelated topics. First, it offers stimulating discussions on social media as Africa's digital marketplace, the socio-cultural and ethical aspects of social media marketing, the benefits and challenges of social media marketing, and the influence of Facebook usage. Second, it covers issues related to emerging technologies with a focus on digital financial inclusion, fintech, big data in marketing, cryptocurrency, and blockchain. Finally, it provides recommendations on how organisations in Africa can enhance their use of digital tools and platforms to drive efficiency and attain superior performance. The authors of this book share their vast and varied experience for the benefit of researchers, practitioners, entrepreneurs, CEOs, and students who are seeking to understand and exploit opportunities in Africa's digital marketplace. This book is a must-read on digital business in an emerging and dynamic continent - Africa. Ogechi Adeola is an Associate Professor of Marketing and Head of Department of Operations, Marketing and Information Systems at the Lagos Business School, Pan-Atlantic University, Nigeria. Jude N. Edeh is a Postdoctoral Fellow with the Chair of Business as Unusual: Innovation Practices and New Business Models, Kedge Business School, Marseille, France. Robert E. Hinson is the Deputy Vice Chancellor-Academic at the University of Kigali, Rwanda, Extraordinary Professor at the University of the Free State Business School, South Africa, and Professor of Marketing at the University of Ghana.
Economic production --- Engineering sciences. Technology --- Marketing --- innovatiemanagement --- marketing --- technologie --- technologische innovatie --- innovaties
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