 Understanding Customer Service for Small and Entrepreneurial FirmsKwame Adom ()
Chapter 3 in Small Business and Entrepreneurial Development in Africa, 2023, pp 53-72 from Springer Abstract: Abstract Customer service has evolved over the years to become a tool used by businesses for several benefits such as competitive advantage, customer loyalty, and retention. However, most previous studies tend to examine customer service within the context of large organisations, with little attention paid to businesses within the small- and medium-sized enterprise sector. The chapter argues that customer service is more crucial for SMEs than it is for large corporations. The chapter further discusses how SMEs in Ghana consider customer service to be what transpires between the business and the customer during the product or service exchange period. Beyond this, firms are less concerned about customer service. Customer service since the turn of the millennium transcends the business encounter stage through customer relationship management. This study, therefore, calls for the implementation of appropriate customer service practices that enhance the core product or services rendered, which could eventually yield desired benefits. The chapter is a conceptual paper and relies heavily on literature and industry experiences. Keywords: Customer service; SME; Entrepreneurship; Ghana (search for similar items in EconPapers) There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-37675-7_3 Ordering information: This item can be ordered from DOI: 10.1007/978-3-031-37675-7_3 Access Statistics for this chapter More chapters in Springer Books from Springer |
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