Ogechi Adeola – författare

Business-to-Business Marketing: An African Perspective: How to Understand and Succeed in Business Marketing in an Emerging Africa is a comprehensive application of the most current research results, concepts and frameworks to the African business-to-business (B-to-B) context. The chapters are designed to provide the reader with a thorough analysis of b-to-b. Important aspects like competitive strategy in B-to-B, marketing mix strategies, relationship management and collaboration, business services, big data analysis, and emerging issues in B-to-B are discussed with African examples and cases. As a result, the book is easy to read and pedagogical. It is suitable for courses at universities and other tertiary levels, undergraduate and graduate courses, MBA and professional B-to-B marketing programmes. Working managers will find it a useful reference for practical insights and as a useful resource to develop and implement successful strategies.

The Authors

Collectively the four authors have over 60 years of teaching and research in B-to-B marketing and management in and outside Africa. They have the managerial and consulting experience that has enabled them to combine theory with practice. Their experience and knowledge provide the needed background to uniquely integrate teaching and research with the realities of the African B-to-B market. Their command of and insight into the subject are unparalleled.

Business-to-Business Marketing: An African Perspective: How to Understand and Succeed in Business Marketing in an Emerging Africa is a comprehensive application of the most current research results, concepts and frameworks to the African business-to-business (B-to-B) context. The chapters are designed to provide the reader with a thorough analysis of b-to-b. Important aspects like competitive strategy in B-to-B, marketing mix strategies, relationship management and collaboration, business services, big data analysis, and emerging issues in B-to-B are discussed with African examples and cases. As a result, the book is easy to read and pedagogical. It is suitable for courses at universities and other tertiary levels, undergraduate and graduate courses, MBA and professional B-to-B marketing programmes. Working managers will find it a useful reference for practical insights and as a useful resource to develop and implement successful strategies.

The Authors

Collectively the four authors have over 60 years of teaching and research in B-to-B marketing and management in and outside Africa. They have the managerial and consulting experience that has enabled them to combine theory with practice. Their experience and knowledge provide the needed background to uniquely integrate teaching and research with the realities of the African B-to-B market. Their command of and insight into the subject are unparalleled.

Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515)

"Customer Service is Changing!"

The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment.

In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa.

Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations?

Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.

Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515)

"Customer Service is Changing!"

The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment.

In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa.

Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations?

Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.

Health Service Marketing Management in Africa (978-0-429-40085-8, K402492)

Shelving Guide: Business & Management / Marketing Management

The application of marketing to healthcare is a fascinating field that will likely have more impact on society than any other field of marketing. It’s been theorized that an intrinsically unstable environment characterizes this very relevant emerging field, hence raising new questions. Changing regulations, discoveries, and new health treatments continuously appear and give rise to such questions. Advancements in technology not only improve healthcare delivery systems but also provide avenues for customers to seek information regarding their health conditions and influence their participatory behaviors or changing roles in the service delivery. Increasingly, there is a shift from a doctor-led approach to a more patient-centered approach.

In Africa, the importance of marketing-driven practices in improving the delivery of healthcare services cannot be overemphasized. The issue of healthcare delivery and management is significant for policymakers, private sector players, and consumers of health-related services in developing economy contexts. Scholars have strongly argued in favor of marketing and value creation in healthcare service delivery in Africa. Each country in Africa has its own issues. For example, long waiting times, unavailable medications, and unfriendly staff are just a sampling of issues affecting the acceptability of healthcare services. These examples highlight the need to utilize marketing and value creation tools in the delivery of healthcare services. Furthermore, there is a need for the integration of service marketing and management principles to enhance the delivery of quality healthcare across Africa and other developing economies which is the critical focus of this book.

This book responds to calls for quality healthcare service management practices or processes from developing economy perspectives. Focusing primarily on African and other developing economy contexts, this book covers seven thematic areas: strategy in healthcare; marketing imperatives in healthcare management; product and pricing management in healthcare; distribution and marketing communications in healthcare; managing people in healthcare; physical evidence and service quality management in healthcare; and process management in healthcare.

Health Service Marketing Management in Africa (978-0-429-40085-8, K402492)

Shelving Guide: Business & Management / Marketing Management

The application of marketing to healthcare is a fascinating field that will likely have more impact on society than any other field of marketing. It’s been theorized that an intrinsically unstable environment characterizes this very relevant emerging field, hence raising new questions. Changing regulations, discoveries, and new health treatments continuously appear and give rise to such questions. Advancements in technology not only improve healthcare delivery systems but also provide avenues for customers to seek information regarding their health conditions and influence their participatory behaviors or changing roles in the service delivery. Increasingly, there is a shift from a doctor-led approach to a more patient-centered approach.

In Africa, the importance of marketing-driven practices in improving the delivery of healthcare services cannot be overemphasized. The issue of healthcare delivery and management is significant for policymakers, private sector players, and consumers of health-related services in developing economy contexts. Scholars have strongly argued in favor of marketing and value creation in healthcare service delivery in Africa. Each country in Africa has its own issues. For example, long waiting times, unavailable medications, and unfriendly staff are just a sampling of issues affecting the acceptability of healthcare services. These examples highlight the need to utilize marketing and value creation tools in the delivery of healthcare services. Furthermore, there is a need for the integration of service marketing and management principles to enhance the delivery of quality healthcare across Africa and other developing economies which is the critical focus of this book.

This book responds to calls for quality healthcare service management practices or processes from developing economy perspectives. Focusing primarily on African and other developing economy contexts, this book covers seven thematic areas: strategy in healthcare; marketing imperatives in healthcare management; product and pricing management in healthcare; distribution and marketing communications in healthcare; managing people in healthcare; physical evidence and service quality management in healthcare; and process management in healthcare.

The corporate landscape is rife with instances of leaders who have left a trail of sinister outcomes.

In the last three decades, the research in leadership and organisational sciences has expanded in theoretical and typological breadth to include the dark side. These works have aimed at uncovering the complex interplay of personalities, power dynamics, and organisational cultures that can lead to destructive and unethical behaviours in the workplace. While there are volumes of literature on leadership, there is a dearth of research that integrates dark leadership and cross-cultural norms, perspectives, variances, and interventions. The Dark Side of Leadership: A Cross-Cultural Compendium is a collaborative and transdisciplinary venture that draws on the knowledge and experiences of practitioners and scholars across the globe to explore the contentious and evolving subject of dark leadership. The primary consideration of this book is to explore dark side leadership conceptualisations and manifestations across contexts and provide insights into traits, processes, and outcomes, as well as interventionist paradigms. Hofstede’s research demonstrates the fundamental role of national and organisational culture in shaping leadership behaviour. This book comprehensively documents cross-cultural cases, perspectives, and research on the dark side of leadership.

The corporate landscape is rife with instances of leaders who have left a trail of sinister outcomes.

In the last three decades, the research in leadership and organisational sciences has expanded in theoretical and typological breadth to include the dark side. These works have aimed at uncovering the complex interplay of personalities, power dynamics, and organisational cultures that can lead to destructive and unethical behaviours in the workplace. While there are volumes of literature on leadership, there is a dearth of research that integrates dark leadership and cross-cultural norms, perspectives, variances, and interventions. The Dark Side of Leadership: A Cross-Cultural Compendium is a collaborative and transdisciplinary venture that draws on the knowledge and experiences of practitioners and scholars across the globe to explore the contentious and evolving subject of dark leadership. The primary consideration of this book is to explore dark side leadership conceptualisations and manifestations across contexts and provide insights into traits, processes, and outcomes, as well as interventionist paradigms. Hofstede’s research demonstrates the fundamental role of national and organisational culture in shaping leadership behaviour. This book comprehensively documents cross-cultural cases, perspectives, and research on the dark side of leadership.

Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters.

Marketing in Healthcare-Related Industries captures the concepts and complexities of marketing healthcare in today’s environment. The book provides detailed conceptual and practical insights that will be of great benefit to healthcare scholars and practitioners. Topics on healthcare marketing have been carefully selected to provide wide coverage and are illustrated by mini-cases with a highly practical marketing tool kit for healthcare managers included.

The healthcare sector in the 21st century face a multiplicity of challenges, which include changing disease patterns, more technology-driven health interventions, a more assertive and quality conscious clientele, as well as a rapidly growing for-profit segment of the industry. This places more responsibilities on healthcare service providers in both the public and private sectors, to deliver value-for-money services at competitive costs. To respond to the changing business environment, a carefully crafted marketing approach is needed by all players in the industry to create value and sustain the confidence of clientele and stakeholders.

Africa’s unique and diverse culture, embedded in age-long business practices, presents an interesting proposition for advancing indigenous knowledge and building sustainable structures. Casebook of Indigenous Business Practices in Africa is a collection of case studies across Northern, Eastern, Central, Western and Southern parts of Africa. Indigenous enterprises contribute to the economic prosperity of Africa and are an essential part of the continent’s business ecosystem. Contributing authors to this two-volume edited work explore the inherent potential of indigenous practices in bolstering business performance and stimulating social and economic development. This first volume focuses on Apprenticeship, Craft, and Healthcare, while the second volume considers Trade, Production and Financial Services, in featured African countries.

Indigenous business practices hold great prospects for economic advancement in Africa, despite the dominance of Western business methods, which, although beneficial, are yet to drive the continent’s developmental agenda. By identifying and exploring the unique features of these practices, multiple actors, including entrepreneurs, policymakers, students, educators, and practitioners, are provided with context-based information that can foster social and economic empowerment across the continent.

The book extends the frontier of knowledge on the role of cultural orientation, values, and traditions in achieving a more prosperous Africa through the development of indigenous business knowledge.

Africa’s unique and diverse culture, embedded in age-long business practices, presents an interesting proposition for advancing indigenous knowledge and building sustainable structures. Casebook of Indigenous Business Practices in Africa is a collection of case studies across Northern, Eastern, Central, Western and Southern parts of Africa. Indigenous enterprises contribute to the economic prosperity of Africa and are an essential part of the continent’s business ecosystem. Contributing authors to this two-volume edited work explore the inherent potential of indigenous practices in bolstering business performance and stimulating social and economic development. This first volume focuses on Apprenticeship, Craft, and Healthcare, while the second volume considers Trade, Production and Financial Services, in featured African countries.

Indigenous business practices hold great prospects for economic advancement in Africa, despite the dominance of Western business methods, which, although beneficial, are yet to drive the continent’s developmental agenda. By identifying and exploring the unique features of these practices, multiple actors, including entrepreneurs, policymakers, students, educators, and practitioners, are provided with context-based information that can foster social and economic empowerment across the continent.

The book extends the frontier of knowledge on the role of cultural orientation, values, and traditions in achieving a more prosperous Africa through the development of indigenous business knowledge.

Africa’s unique and diverse culture, embedded in age-long business practices, presents an interesting proposition for advancing indigenous knowledge and building sustainable structures. Casebook of Indigenous Business Practices in Africa is a collection of case studies across Northern, Eastern, Central, Western and Southern parts of Africa. Indigenous enterprises contribute to the economic prosperity of Africa and are an essential part of the continent’s business ecosystem. Contributing authors to this two-volume edited work explore the inherent potential of indigenous practices in bolstering business performance and stimulating social and economic development. The first volume focuses on Apprenticeship, Craft, and Healthcare, while this second volume considers Trade, Production and Financial Services, in featured African countries.

Indigenous business practices hold great prospects for economic advancement in Africa, despite the dominance of Western business methods, which, although beneficial, are yet to drive the continent’s developmental agenda. By identifying and exploring the unique features of these practices, multiple actors, including entrepreneurs, policymakers, students, educators, and practitioners, are provided with context-based information that can foster social and economic empowerment across the continent.

The book extends the frontier of knowledge on the role of cultural orientation, values, and traditions in achieving a more prosperous Africa through the development of indigenous business knowledge.