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.

In the 1970s among peoples of the third world migration, paid employment, and urban living had caused changes in domestic economies, in decision making in households, and in the sexual division of labour and power. This was particularly so in areas formerly subjected to colonial domination and therefore the influence of European mores and institutions. This book, previously published in 1974 as Marriage Among a Matrilineal Elite, this edition in 1981, provides one of the few detailed accounts of such changes, by a writer who has lived the kind of life she describes, that of the urban educated Akan of Southern Ghana - people who have migrated from farming and fishing villages to Accra the capital to find employment in government institutions after protracted higher education, often overseas. The study is particularly interesting because it focuses upon people from an ethnic area practicing matrilineal descent and inheritance, in which women and men have traditionally both worked in agriculture: in which husbands and wives have customarily resided in separate houses, affording both sexes considerable autonomy as spouses and in which women have held important political offices, as well as sharing responsibilities for maintenance of dependent children. Akan women provide an important model of responsible energetic females, who have in the past and to some extent in the present, avoided the domestic trap of wifely dependence. But, as we read, the trap is open to those who forsake traditional patterns of economic endeavour or whose resources vis a vis their men folk are reduced. The book was also a significant contribution to the comparative sociology of the family at the time, providing an exercise in methodology in which the aim has been to evolve ways of documenting and comparing two major aspects of change in conjugal family relationships. On one hand, the division of labour, resources and power between spouses - the 'jointness or segregation' of the conjugal role relationship - and on the other, the extent to which the conjugal family is a functionally discrete unit in a number of domestic activity areas: in popular and ambiguous terms whether the family is 'extended' or 'nuclear'. The use of sociological concepts developed in other areas of the world gives this book a significant position in the development of a cross culturally valid sociology of the family. The subject matter and conceptual frameworks used here will thus be of interest to sociologists, economists and anthropologists in general and to specialists in African and Black studies, Women's Studies and Sex Roles in particular, as well as to the male and female feminists around the world.

This book presents papers from the 10th Applied Research Conference in Africa (ARCA), showcasing the latest research on education and inclusive, safe, resilient, and sustainable communities. The conference is focused on applied research discussion and its dissemination, developing understanding about the role of research and researchers in the development of the continent. Education is a key driver to transform lives, build peace, eradicate poverty and drive sustainable development in Africa. Researchers face large challenges to making a meaningful contribution to the development of Africa. It is a continent where research can at time be not viewed directly related to development. The aim of the Applied Research Conference in Africa is to provide a platform for capacity building and networking among researchers in Africa. The proceedings is focussed on applied research, its discussion and dissemination and will be if interest to researchers, professors, graduate students, policymakers and professionals in industry.

This is the first book that examines Ghana's compliance with the United Nations Convention on the Rights of the Child (CRC). Ghana being the first country to ratify the Convention, it thus fills an important gap in the literature on Ghana. The book throws a searchlight on a wide range of rights issues including children's identity, violence against children and women, child exploitation and children in conflict with the law plus a host of other CRC related issues and further identifies and explains the main obstacles in the way of realizing children's rights in Ghana. A major strength of this book is that the contributors, Ghanaians and non-Ghanaians alike have vast experience in empirical research in Ghana and most importantly, come from diverse academic disciplines. Researchers, instructors, and students of Social Work, Sociology, Criminology Human Rights, Education and Law, are examples of a few academic disciplines that would find this book a welcome relief in their search for relevant and current data on children's issues in Ghana. It should also be of great interest to policy makers, human rights activists, Children's NGOs and international development partners interested in children's issues.

This is the first book that examines Ghana's compliance with the United Nations Convention on the Rights of the Child (CRC). Ghana being the first country to ratify the Convention, it thus fills an important gap in the literature on Ghana. The book throws a searchlight on a wide range of rights issues including children's identity, violence against children and women, child exploitation and children in conflict with the law plus a host of other CRC related issues and further identifies and explains the main obstacles in the way of realizing children's rights in Ghana. A major strength of this book is that the contributors, Ghanaians and non-Ghanaians alike have vast experience in empirical research in Ghana and most importantly, come from diverse academic disciplines. Researchers, instructors, and students of Social Work, Sociology, Criminology Human Rights, Education and Law, are examples of a few academic disciplines that would find this book a welcome relief in their search for relevant and current data on children's issues in Ghana. It should also be of great interest to policy makers, human rights activists, Children's NGOs and international development partners interested in children's issues.

The Fulani are one of West Africa's most populous and geographically dispersed ethnic groups. Commonly thought of as a pastoral people, primarily engaged in cattle herding, Fulani peoples are in reality highly differentiated in livelihood and patterns of mobility. Despite having a long history of residence in Ghana, Fulani are considered "aliens" in the eyes of the state and "strangers" by the various ethnic groups among whom they reside. Among Fulani themselves, differences of place, circumstance, and experience have generated parallel ambigoities on matters of identity and survival. In Moving Through and Passing On, Yaa P.A. Oppong focuses on the Fulani of the Greater Accra region to offer the first detailed account of the lives of this transnational community in Ghana. Based on eighteen months of ethnographic fieldwork, Oppong develops detailed case studies and draws upon over two hundred in-depth life histories to explore issues of mobility, survival, and identity among this spacially dispersed and diverse group. Using perspectives and insights gained from oral life histories, private and public ceremonies, and ethnic associations, she examines the sites and circumstances in which people profess to be the "same" or "different" from one another. The markers of Fulani identity-as recognized by Fulani and non-Fulani alike-are examined. Oppong also explores the factors that allow them, as a distinct ethnic category, to maintain and perpetuate this identity and viability in Greater Accra. The metaphoric analogy of "construction sites" is employed to define the explicit and implicit events and recurring processes through which people conceive of themselves as Fulani. These locations and contexts of action include ethnic associations, public gatherings, and common rites of passage. The recurring processes include genealogical reckoning of kinship and endogamous marriage transactions, and the ways in which ties of descent and filiation are used to enhance individual survival and family development goals. In tracing Fulani mobility, survival, and identity across space and through time, Oppong connects her investigation to universal experiences of migration, social change, education, and family life. Moving Through and Passing On will be of interest to anthropologists, sociologists, and Africa area specialists.

Richard Frimpong Oppong challenges the view that effective economic integration in Africa is hindered by purely socio-economic, political and infrastructural problems. Inspired by the comparative experiences of other regional economic communities and imbued with insights from constitutional, public and private international law, he argues that even if the socio-economic, political and infrastructural challenges were to disappear, the state of existing laws would hinder any progress. Using a relational framework as the fulcrum of analyzes, he demonstrates that in Africa's economic integration processes, community-state, inter-state and inter-community legal relations have neither been carefully thought through nor situated on a solid legal framework, and that attempts made to provide legal framework have been incomplete and, sometimes, grounded on questionable assumptions. To overcome these problems and aid the economic integration agenda that is essential for Africa's long-term economic growth and development, the author proposes radical reforms to community and national laws.

This book examines the rules, principles, and doctrines in Nigerian law for resolving cases involving cross-border issues. It is the first book-length treatise devoted to the full spectrum of private international law issues in Nigeria. As a result of increased international business transactions, trade, and investment with Nigeria, such cross-border issues are more prevalent than ever. The book provides an overview of the relevant body of Nigerian law, with comparative perspectives from other legal systems. Drawing on over five hundred Nigerian cases, relevant statutes, and academic commentaries, this book examines jurisdiction in interstate and international disputes, choice of law, the enforcement of foreign judgments and international arbitral awards, domestic remedies affecting foreign proceedings, and international judicial assistance in the service of legal processes and taking of evidence. Academics, researchers, and students, as well as judges, arbitrators, practitioners, and legislators alike will find Private International Law in Nigeria an instructive and practical guide.

A study of conjugal and kin relationships in a group of urban, educated West Africans, Akan Senior Civil Servants in Accra. As well as representing a contribution to the growing body of data on marriage and family life in West Africa, the book is an exercise in methodology in which the aim has been to evolve ways of documenting and comparing two major aspects of conjugal family relationships: the division of labour, resources and power between spouses, and the extent to which the conjugal family is a functionally discrete unit in a number of domestic activity areas. This documentation and analysis leads to the examination of marital continuity and change among urban migrants from a region characterised by matrilineal descent and inheritance.

This book presents papers from the 10th Applied Research Conference in Africa (ARCA), showcasing the latest research on education and inclusive, safe, resilient, and sustainable communities. The conference is focused on applied research discussion and its dissemination, developing understanding about the role of research and researchers in the development of the continent. Education is a key driver to transform lives, build peace, eradicate poverty and drive sustainable development in Africa. Researchers face large challenges to making a meaningful contribution to the development of Africa. It is a continent where research can at time be not viewed directly related to development. The aim of the Applied Research Conference in Africa is to provide a platform for capacity building and networking among researchers in Africa. The proceedings is focussed on applied research, its discussion and dissemination and will be if interest to researchers, professors, graduate students, policymakers and professionals in industry.

This book provides a comprehensive and comparative examination of private international law in Commonwealth Africa. It offers an unrivalled breadth of coverage in its examination of the law in Botswana, the Gambia, Ghana, Kenya, Lesotho, Malawi, Namibia, Nigeria, Sierra Leone, South Africa, Swaziland, Tanzania, Uganda, Zambia and Zimbabwe. The book is clearly and logically structured - it is organised around broad themes or issues, with country reports and accompanied by detailed commentaries. Drawing on nearly 1500 cases decided by courts in these countries and numerous national statutes, this book covers the four cornerstones of private international law: jurisdiction, choice of law, foreign judgements and arbitral awards enforcement, and international civil procedure. The author also provides an extensive bibliography of the literature on African private international law. Scholars and practitioners alike will find Private International Law in Commonwealth Africa invaluable and illuminating.

This book provides a comprehensive and comparative examination of private international law in Commonwealth Africa. It offers an unrivalled breadth of coverage in its examination of the law in Botswana, the Gambia, Ghana, Kenya, Lesotho, Malawi, Namibia, Nigeria, Sierra Leone, South Africa, Swaziland, Tanzania, Uganda, Zambia and Zimbabwe. The book is clearly and logically structured - it is organised around broad themes or issues, with country reports and accompanied by detailed commentaries. Drawing on nearly 1500 cases decided by courts in these countries and numerous national statutes, this book covers the four cornerstones of private international law: jurisdiction, choice of law, foreign judgements and arbitral awards enforcement, and international civil procedure. The author also provides an extensive bibliography of the literature on African private international law. Scholars and practitioners alike will find Private International Law in Commonwealth Africa invaluable and illuminating.

There are new flexible and independent working opportunities available in the gig economy for those brave enough to seize them. It is estimated that the number people involved with the gig economy will double in the next four years. New generation workers are realising that they can break the chains of corporate work and go at it alone. With flexible working hours, fluid work arrangements and technology that they can leverage to their advantage, people are creating purposeful careers that fit in with their lives, not the other way around. Working in the Gig Economy is the ultimate guide to successfully navigating the new flexible world of work. This is a book that will allow you to really examine the possibilities of freelance and flexible working. Is it really for you? Do you have what it takes to stay motivated, get clients to hire you and achieve that long-yearned for work-life balance?

Thomas Oppong is an expert in entrepreneurship and the gig economy. With this book, he takes readers through the main pitfalls of working for themselves, including how to stay productive, how to manage your professional network, build a personal brand and crucially how to keep the work coming and get paid on time. Working in the Gig Economy is the essential guide to having a successful and fulfilling career in the gig economy.

Die politische Partizipation von Migranten und Menschen mit Migrationshintergrund hat in den letzten Jahren zunehmend an Bedeutung gewonnen. Doch wo liegen die Fortschritte und wo gibt es Verbesserungsbedarf? In diesem Sammelband befassen sich 18 Politiker, Migrantenvertreter, Aktivisten und Autoren mit der Rolle von Menschen mit Migrationshintergrund in der Politik der Bundesrepublik. Dabei nehmen sie eine kritische Bestandsaufnahme der gegenwartigen Reprasentation von Migranten in der deutschen Politiklandschaft vor. Erganzt wird dies durch Vorschlage fur eine bessere Einbindung dieser gesellschaftlichen Gruppe sowie durch Schilderungen personlicher Erfahrungen. Die Themen der Beitrage reichen dabei vom Verhaltnis zwischen Deutschen und Migranten uber die Rolle der Medien bis zu Identitatsfragen und der Teilhabe junger Menschen mit Migrationshintergrund.