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The impact of the logistics gap on customer service in southern Africa: Evidence from Namibia and the Republic of South Africa. Paper presented at the 1st Namibia Customer Service Awards & Conference, 2014.

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dc.contributor.author Fransman, L.
dc.contributor.author Heyns, G. J.
dc.contributor.author Luke, R.
dc.contributor.author Savage, Christopher J.
dc.date.accessioned 2015-06-18T07:23:48Z
dc.date.available 2015-06-18T07:23:48Z
dc.date.issued 2014
dc.identifier.citation Fransman, L., Heyns, G. J., Luke, R., & Savage, C. J. (2014). The impact of the logistics gap on customer service in southern Africa: Evidence from Namibia and the Republic of South Africa. Paper presented at the 1st Namibia Customer Service Awards & Conference, 2014. en_US
dc.identifier.uri http://hdl.handle.net/10628/526
dc.description Namibia Customer Service Awards & Conference (1st: 2014 Nov.: Windhoek) en_US
dc.description.abstract Logistics is essential for the development of trade (& therefore potential wealth) in southern Africa. To enable this to succeed it is crucial that the industry provides good (international) standards of customer service. Therefore, it is important to understand the current level of service provision as well as: what influences it, which skills are required and thus the impact of any skills gap. Within this context, this paper addresses the question: “What is the impact of the logistics skills gap on customer service in southern Africa” drawing its evidence from Namibia and the Republic of South Africa. Previous research strands investigated skills requirements and shortages in the logistics industry of South African, determined stakeholder views on barriers to logistics development in Namibia as well as understanding of the service levels that are offered. This study uses the findings of these research strands, supported by additional data from literature as well as by stakeholder and academic feedback from conferences, workshops and publications. It gave a nuanced view of the probable extent and magnitude of the skills gap in the southern African logistics industry and evaluated the impact that this may have on the future service provision in the two countries and, in outline terms, the region as a whole. It identified differences and similarities between the two countries’ industries and established a base-line for future research in the SADC / SACU area. The work provides an independent view on logistics skills capability and the progress in capacity development, which is vital for the future development and welfare of the region. It emphasises the need to cultivate people related skills in parallel with infrastructure development to ensure that the serviceability offered is adequate to ensure that any predicted benefits are achieved. en_US
dc.language.iso en en_US
dc.publisher NUST en_US
dc.subject Logistics skills gap - Southern Africa en_US
dc.subject Customer service - Southern Africa en_US
dc.subject Human capacity building en_US
dc.subject Developing countries - Logistics en_US
dc.subject Logistics skills shortages - Namibia en_US
dc.subject Logistics skills shortages - South Africa en_US
dc.subject Logistics skills shortages - Southern Africa en_US
dc.subject Namibia Customer Service Awards & Conference, 1st, 2014, Windhoek en_US
dc.title The impact of the logistics gap on customer service in southern Africa: Evidence from Namibia and the Republic of South Africa. Paper presented at the 1st Namibia Customer Service Awards & Conference, 2014. en_US
dc.type Article en_US


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