Hospitality and Tourism Marketing: Building Customer Driven Hospitality and Tourism Organizations is an absolutely crucial book in light of the world post COVID-19. Following the pandemic, big hotel chains like the Accor Group and Marriot closed outlets, but post COVID-19, the global hospitality and tourism sector is bouncing back.In bouncing back though, the pandemic brought to the fore the absolute need for high levels of customer centricity in a world that was gripped b...

Customer service management is one of the key pillars of today’s business environment. Businesses operating in sub-Saharan Africa and other frontier markets have begun to embrace the concept of customer service management, with many incorporating the notion into their mission statements – with many forward-thinking companies transitioning from a transactional to a more strategic view of the customer. As customers have evolved and transformed from "passive audiences" to "active players" bus...

The progress of several businesses was severely challenged through the advent of the COVID-19 pandemic, with several businesses collapsing globally. Apart from the pandemic, the business posture and dynamics of yesteryear has significantly changed, as the way business is conducted today, especially in this era of Industry 4.0 and the proliferation of technology-assisted processes, have created a new environment for doing business. Comparatively, yesterday’s businesses seemed to have been i...

This book focuses on developing a systematic approach to understanding the transformations in Africa's public sector social media landscape. Looking at the use of social media from the African public sector perspective, the authors present a comprehensive understanding of social media practices and how these could be integrated into African public sector institutions’ operational activities in order to deliver greater value for African citizens and consumers of public goods and services. C...

The international business environment has undergone major turbulence in 2020 following the onset of lockdowns, travel restrictions and social distancing all prompted by Covid-19. These restrictions have limited the revenue generation capacity of both countries and businesses – large and small. While the winners have been mostly those sectors with a digital footprint such as streaming services and video-conferencing giants, the creative industries have felt a much harder blow.Again...

This volume offers a comprehensive examination of the dynamic and evolving landscape of African entrepreneurship and small and medium-sized enterprises (SMEs) in the context of the Covid-19 pandemic and its aftermath. Bridging historical perspectives with contemporary challenges, it presents a nuanced analysis of how African entrepreneurs have demonstrated resilience and adaptability in the face of unprecedented global disruption.Drawing on a diverse range of regional experiences a...

This edited collection examines the impact of new technologies and new managerial and policy perspectives on entrepreneurial development in Southern Africa, paying particular attention to small and medium sized enterprises, which contribute significantly to GDP and employment, but often find it difficult to survive beyond the first five years.Chapters are divided in two parts, the first covering technological perspectives and the second managerial perspectives. Africa’s cultural an...

This book offers theoretical and practical insights into the marketing of higher education in Africa. It explores the key players, challenges and policies affecting higher education across the continent; their marketing strategies and the students’ selection process.While acknowledging the vast size of the continent, this book aims to provide an understanding of the dynamics of higher education in Africa. This book recognises the private and government involvement in higher educati...

With Africa predicted to emerge as a leading market in the coming years, the debate on sustainability, especially on the mitigation of business impact on the continent’s environment and society, cannot be underestimated. Prior to the worsening impact of climate change, the continent has historically been struggling to consolidate sustainability efforts in driving social and environmental protection caused by both foreign (majorly) and local business activities in the region. To capture cur...

Strategic Marketing of Higher Education in Africa explores higher education marketing themes along the lines of understanding higher education markets, university branding and international marketing strategies, digital marketing, and student choice-making.The Higher Education landscape around the world is changing. There is global competition for students’ enrolments, universities are competing within their home market as well as in the international market, and as govern...

This book explores the challenges and precarity of higher education post-pandemic, explicitly focusing on higher education in emerging countries. Looking beyond the pandemic, the editors and contributors provide a holistic view of the residual legacies of global health crises like COVID-19 in developing countries. The book calls for the need to reimagine, reevaluate and reposition the higher education system: exploring the challenges experienced by students, staff, administrators and other...

Responsible Management in Emerging Markets: A Multisectoral Focus is in response to the dearth of literature on responsible management in emerging economies. It discusses diverse themes at the intersection of corporate social responsibility (CSR), green business (marketing) and sustainability management, with the view to addressing some begging issues in responsible management.Hinged on the centrality of SDG 12 (responsible production and consumption), this volume focusses...