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Understanding Customer Service for Small and Entrepreneurial Firms

In: Small Business and Entrepreneurial Development in Africa

Author

Listed:
  • Kwame Adom

    (School of Business, Burman University)

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.

Suggested Citation

  • Kwame Adom, 2023. "Understanding Customer Service for Small and Entrepreneurial Firms," Springer Books, in: Robert E. Hinson & Doreen Anyamesem Odame & Eric Kwame Adae & Kwame Adom (ed.), Small Business and Entrepreneurial Development in Africa, chapter 3, pages 53-72, Springer.
    • Handle: RePEc:spr:sprchp:978-3-031-37675-7_3
    DOI: 10.1007/978-3-031-37675-7_3
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