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Customer Service Management in Africa
Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these autho...
Sales Management
In a fast-moving era of increased international competition, frontier markets must devise innovative ways to meet demanding sales targets and maintain profitability. These efforts will only succeed when local businesses abandon the concept of sales as a checklist of persuasive arguments that lead a customer to make a purchase and accept that building enduring customer relationships is the key to achieving sales goals. To understand what it means to sell successfully, sales representatives must develop a solid foundation in selling skills and an understanding of the critical elements needed to achieve sales goals. By delving into the foundational concepts related to leveraging sales as a tool...
Customer Service Essentials
Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in th...
Aligning for Advantage
The book outlines how companies should synchronize competitive strategies with extant strategies for social engagement and political and regulatory activism in order to build and sustain business success.
The Bloody Ingrate
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The Politics of Religious Sound
"Justice Arthur presents a wealth of intriguing material, an impressive thick description of the conflict and a thorough analysis of the many, very complex factors that contribute to the conflict. His work on the multiple dimensions of the conflict is knowledgeable, comprehensive and plausible and it clearly shows that the so-called religious conflicts are never about `religion' only." - Prof. Dr. Eva Spies (University of Bayreuth, Germany). "Justice A. Arthur has laid out a multidisciplinary, multi-perspective and long-term analysis of the clashes on the noise ban in Accra. The chapters are convincingly set up in order to manage the complexity of approaches, covering religious studies, theology, mission studies as well as anthropology, legal and political studies." - Prof. Andreas Heuser (University of Basel, Switzerland).
The Architecture of Edwin Maxwell Fry and Jane Drew
Maxwell Fry and Jane Drew were pioneers of Modern Architecture in Britain and its former colonies from the late 1920s through to the early 1970s. As a barometer of twentieth century architecture, their work traces the major cultural developments of that century from the development of modernism, its spread into the late-colonial arena and finally, to its re-evaluation that resulted in a more expressive, formalist approach in the post-war era. This book thoroughly examines Fry and Drew's highly influential 'Tropical Architecture' in West Africa and India, whilst also discussing their British work, such as their post World War II projects for the Festival of Britain, Harlow New Town, Pilkington Brothers’ Headquarters and Coychurch Crematorium. It highlights the collaborative nature of Fry and Drew's work, including schemes undertaken with Elizabeth Denby, Walter Gropius, Denys Lasdun, Pierre Jeanneret and Le Corbusier. Positioning their architecture, writing and educational endeavours within a wider context, this book illustrates the significant artistic and cultural contributions made by Fry and Drew throughout their lengthy careers.
Not Without Flowers
A new novel from a scion of the new generation of writers in Africa. She tells the story of women in Africa: here it is misery, pain, agony , dilemmas, frustrations. She floats the reader on a world of inverted reality, which yet becomes the norm. With creative imagination, confronting the social realities, she seeks out the world of peace and tranquillity. But not without verisimilitude. The extremes of moral turpitude beget horrid outcomes, leaving suspense rather than resolution. Amma Darko is one of the most significant contemporary Ghanaian literary writers. She is the author of three previous novels: Faceless (Sub-Saharan, 2003), The Housemaid (Heinemann, 1999) and Beyond the Horizon (Heinemann, 1995).
Handbook of Research on International Strategic Management
ïVerbeke and Merchant have assembled a remarkable collection of brand new essays by the whoÍs-who of international business. It will become a standard reference for both junior and senior scholars working in this increasingly important area.Í _ Ravi Ramamurti, Northeastern University, US ïLeading thinkers about the multinational enterprise offer both concise syntheses and critical reflections of the state of the art on international strategic management research. They in particular highlight the potential of internalization theory as a central paradigm for the field, and critically examine pertinent issues such as the complex notion of distance in international business. Refreshingly, th...
