This book highlights the importance of understanding how trust and indigenous African cultural institutions enhance the development of entrepreneurial networks and relationships in Africa. Drawing on institutional theories, the author re-examines the way that entrepreneurial behaviour can be shaped, with a focus on trust, networks and the development of relationships. Analysing a combination of existing literature and empirical data from 50 internationally trading SMEs in Africa, this book reflects the growing interests of entrepreneurs, investors and corporate executives to develop trust and relationships with customers in order to invest and grow. By addressing the need for a greater understanding of how social and cultural institutions in Africa affect the continent’s economy, this book not only offers theoretical frameworks, but also future implications for practice and policy, and will provide essential reading for those studying emerging markets and globalisation, African business, and entrepreneurship more generally.

This book places special focus on the importance of trust building, particularly in economies where formal legal arrangements are lacking. Taking the case of Africa, the author provides a framework of how indigenous institutions specify and define the rules, thereby allowing entrepreneurship to thrive. In particular, the book delves into the distinct evidence of institutional rivalry within Africa where competing institutions co-exist, leading to the emergence of dominant hybrid institutional forms. By placing enforcements at the heart of the issue, the author makes a convincing case for trust in a range of indigenous institutional arrangements. Based on an investigation of entrepreneurs operating across West Africa, the book explores how indigenous arrangements are sufficient in enforcing credible commitments to agreements. In the process, the author argues that trust is essential in stimulating entrepreneurial incentives in Africa. The book brings the real-world situation of local actors in live situations that almost every African entrepreneur can identify with. In a bold new step, the book attempts to show how African entrepreneurs have been able to respond to the specific socio-economic challenges of their environment and raises questions about the role of alternative indigenous institutions. For those interested in African studies, the book’s chapters and readings capture fresh insights and renewed enthusiasm for African entrepreneurship.

Presenting a topical analysis of the challenges and achievements of enterprise, Enterprise and Economic Development in Africa examines contributions to economic development on the continent, as well as exploring implications for policy dimensions.

The New Frontiers in African Business and Society series provides innovative reflections on the nature of business and society across parts of Africa and its emerging economy. Distinguished scholars formulate important answers to the problems within the continent, discovering new avenues of research and pathways forward.

This book highlights the importance of understanding how trust and indigenous African cultural institutions enhance the development of entrepreneurial networks and relationships in Africa. Drawing on institutional theories, the author re-examines the way that entrepreneurial behaviour can be shaped, with a focus on trust, networks and the development of relationships. Analysing a combination of existing literature and empirical data from 50 internationally trading SMEs in Africa, this book reflects the growing interests of entrepreneurs, investors and corporate executives to develop trust and relationships with customers in order to invest and grow. By addressing the need for a greater understanding of how social and cultural institutions in Africa affect the continent’s economy, this book not only offers theoretical frameworks, but also future implications for practice and policy, and will provide essential reading for those studying emerging markets and globalisation, African business, and entrepreneurship more generally.

Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.

This book presents insights from cutting-edge international business and management research relating to Africa. Economic growth and foreign investment in the region remains strong, despite some slowing down in recent years. This trend of economic growth and its impact on international trade and FDI has attracted Western businesses, eager to capitalize on this emerging market. In this context, new relationships and interactions have stimulated business research on Africa. Split into four parts covering the internationalization process, international logistics, trans-border corporate social responsibility and trust in Africa, the book covers a range of emerging trends, academic discussion and evolving issues across the spectrum of business research. It is a valuable read for students, researchers and practitioners interested in doing business in Africa.