In competitive business settings worldwide, it is generally not possible for any organization to survive - let alone thrive - if it is incapa­ble of ade­quately meeting the divergent and changing needs and expecta­tions of its customers. This book is designed to provide the basic tools that are essential to the provision of pronou­nced customer service in both small and large business undertakings. It is the product of many years of both academic research and on-the-job experiences in a diversity of business settings.

     In a deliberate effort to provide a work that is relevant to business, manage­ment as well as marketing scholars, resear­chers and practitioners, the book blends theory, application, and a prescription of im­peratives in providing good customer service. Among other unique features of the book, a simple conceptual model of buyer beha­vior is used to demonstrate how business owners and managers can succeed in providing adequately for the needs and expectations of customers.

     Case studies designed to demonstrate some of the poten­tial problems that are likely to thwart good customer ser­vice are provided. A glossary of selected business, manage­ment and marketing terms is provided as well, intended for those who may not be convers­ant with meanings of some of the con­cepts and ex­pres­sions used in the book.

Henry Kyambalesa is an Independent Bu­siness and Management Researcher and Consultant. He has taught at several institutions, including the Copperbelt Universi­ty in Zambia, and at Regis University in USA. He is the author of several books on various themes, including international business, small business management and entrepreneurship, general mana­gement, marketing mana­gement, business innovation and competitiveness, business and society, socio-eco­nomic deve­lopment, and techno­logical development.

2010

272 pp., notes, index

ISBN 978-0-87573-099-8

$30 - Paper