Digital Service Delivery in Africa: An Introduction

Service delivery is an essential aspect of management and marketing. It includes how enterprises design, process, and deliver value propositions to customers, clients and users. With the emergence of digital technologies, enterprises in private and public sectors across the globe are increasingly utilising various platforms and tools to create novel business models and offer innovative services to customers and users. Despite these trends, developing economies, in particular African countries, have not received sufficient research attention. Although there are studies on how the rate of digital adoption and diffusion can be enhanced in Africa, very little is known about how African enterprises are leveraging digital technologies in the delivery of services. This book is, therefore, among the first to explore the various digital technologies and digital platforms that enterprises deploy to enhance efficiency in service delivery, addressing these issues both from conceptual and multi-country perspectives. This book serves as an excellent reading for students, academics as well as practitioners who desire to gain a deeper understanding of digital service delivery in Africa.