Customer Care Manual For Entrepreneurs

Customer care is the positive personal or corporate attitude, behaviour and actions, that are developed and practised by individuals/institutions while interacting and exchanging innovative products and services for a monetary or non-monetary consideration, that meet the customers' needs and wants geared to making them delighted, satisfied and eventually sustaining the entrepreneur's venture (Mwirumubi,2011). In conclusion, positive customer treatment by the entrepreneurs contributes to sustainable customer-entrepreneur-relationships and the management of sustainable entrepreneurial ventures. This was justified by the empirical analysis, which revealed that, out of a sample size of 395 respondents, 89.9% stated the need for customer care, 3.8% said there was no need, while 6.3% never commented. It further noted that 90 (23%) customers and 85 (22%) entrepreneurs indicated their dire need to rehabilitate, start and operate viable and sustainable organisations to the satisfaction of their customers, lacked comprehensive guidelines in form of a reference manual.

Autorentext

Richard Mwirumubi, de nacionalidad ugandesa, es profesor asociado de Administración de Empresas y Banca en la Universidad de Nkumba, en Entebbe, Uganda. Sus intereses se centran en la investigación, la banca, las finanzas, la consultoría de gestión y el espíritu empresarial. Ha publicado y trabajado con instituciones de enseñanza superior y bancos de Uganda, Dinamarca y Alemania.