Bookcover of Customer Service at Kenya's Uchumi Supermarket, 1999-2006
Booktitle:

Customer Service at Kenya's Uchumi Supermarket, 1999-2006

Linking Customer Service to the Performance of a Grocery Retail Store Chain: The Case of Kenya’s Uchumi Supermarket

LAP LAMBERT Academic Publishing (2015-11-03 )

Books loader bb69257a3a9a387d440a41825df873e80c07784fb50385ca6925e0245e5555d7

Omni badge 9307e2201e5f762643a64561af3456be64a87707602f96b92ef18a9bbcada116 eligible for voucher
ISBN-13:

978-3-659-78962-5

ISBN-10:
3659789623
EAN:
9783659789625
Book language:
English
Blurb/Shorttext:
This case study uses the Business System analysis framework (an adaptation of Alter's (1999) Work Centered Analysis)to look at factors that possibly contributed to the collapse of a giant supermarket chain store in Kenya, the Uchumi Supermarket. In its final analysis, the study draws the conclusion that when a business collapses, it is often for several different reasons rather than for a single cause but that customer service is often a major factor. Uchumi makes a particularly rich case study because of its long history of success in the regional economic arena. Among lessons learned, the case study conveys the message that there is no impunity in the game of business management where even giants will come stumbling down in the wake of new vulnerabilities brought about by competition from the savvier, younger, new IT-aware organizations. It posits that an organization needs to continually adjust itself to changes within it and in its environment, thereby abating failure. By reverse logic, when an organization fails to identify its work systems, such as customer service, it is unlikely to be prepared to confront problems adequately and successfully when they do occur.
Publishing house:
LAP LAMBERT Academic Publishing
Website:
http://www.lap-publishing.com/
By (author) :
Atieno Amadi
Number of pages:
80
Published on:
2015-11-03
Stock:
Available
Category:
Business management
Price:
3138.52 руб
Keywords:
case study, customer service, Kenya, performance, supermarket, External Customers, Internal Customers, Grocery Store Retail Chain

Books loader bb69257a3a9a387d440a41825df873e80c07784fb50385ca6925e0245e5555d7

Newsletter

Wire Transfer

  0 products in the shopping cart
Edit cart
Loading frontend a1511bff1b5d307157b6d2998f00204b5e7a82a6a02fd75b149775d94b377442
LOADING