Overview
- Conceptualises Digital Service Delivery (DSD) as the effective utilisation of digital technologies
- Offers research insights and practical implications based on the multi-country experience of digital service delivery
- Serves as excellent reading for those who want to gain a deeper understanding of DSD in Africa
Part of the book series: Palgrave Studies of Marketing in Emerging Economies (PSMEE)
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Table of contents (14 chapters)
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Front Matter
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Digital Service Delivery - The African Context
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Front Matter
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Country- Based Themes and Practices
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Front Matter
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Recommendations for Skills Development in Digital Service Delivery
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Front Matter
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Back Matter
Keywords
About this book
The dynamics of the world’s pervasive digital technologies is transforming organisations and enabling enterprises to create sustainable competitive advantage. This presents huge economic opportunities for Africa. This book responds to the need for African enterprises and organisations—particularly those in the service sector—to fully exploit the inherent potential in digital platforms by putting in place processes to respond effectively to changing consumer demands. Digital service delivery is conceptualised as a key driver of effective management and service delivery across the value chain of businesses. The authors offer insights into the opportunities, drivers, structures, and models of digital service delivery specific to the African context, using case studies and country-based themes that highlight how the adoption of digital platforms and practices can transform service delivery for value-creation. The book examines the scope and applications of digital businesses, emphasising the emergence, value-creation, and strategic implications for Africa’s private and public enterprises. Students, entrepreneurs, IT innovators, academics, and policymakers will gain a greater understanding of how digitalisation is shaping consumer expectations, industry practices, and service delivery in Africa.
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Editors and Affiliations
About the editors
Ogechi Adeola is Associate Professor of Marketing and Head of Department of Operations, Marketing and Information Systems at the Lagos Business School, Pan-Atlantic University, Nigeria.
Jude N. Edeh is a Postdoctoral Fellow at the Chair of Business as Unusual: Innovation Practices and New Business Models, Kedge Business School, Marseille, France.
Robert E. Hinson is a Professor at the University of Ghana and the Lincoln International Business School, UK.
Fulufhelo Netswera is the Executive Dean Faculty of Management Sciences at Durban University of Technology, South Africa.
Bibliographic Information
Book Title: Digital Service Delivery in Africa
Book Subtitle: Platforms and Practices
Editors: Ogechi Adeola, Jude N. Edeh, Robert E. Hinson, Fulufhelo Netswera
Series Title: Palgrave Studies of Marketing in Emerging Economies
DOI: https://doi.org/10.1007/978-3-030-83909-3
Publisher: Palgrave Macmillan Cham
eBook Packages: Business and Management, Business and Management (R0)
Copyright Information: The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG 2022
Hardcover ISBN: 978-3-030-83908-6Published: 08 February 2022
Softcover ISBN: 978-3-030-83911-6Published: 08 February 2023
eBook ISBN: 978-3-030-83909-3Published: 07 February 2022
Series ISSN: 2730-5554
Series E-ISSN: 2730-5562
Edition Number: 1
Number of Pages: XXII, 355
Number of Illustrations: 3 b/w illustrations, 10 illustrations in colour