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Practical Insights On Customer Service offers an African perspective on the thorny question of customer care. It challenges readers to reflect on the current challenges in Africa and how effective customer care can help to unlock some of the opportunities available in the continent. It highlights the common problems organizations face in the continent and recommends w

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This booklet summarises the policy positions of Atiku Abubakar, who is aspiring to become President of the Federal Republic of Nigeria, under the PDP. The premise of Atiku’s policy proposal is that the resources of the Federal Government will be most effectively utilised if they are deployed on a few priority areas such as infrastructure development, job creatio

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The Democratic Republic of the Congo has endured a long, difficult and brutal chapter in its history of independence, characterized by chaos, turmoil, instability, violence, conflict and one of the most brutal wars Africa has witnessed to date. It is regrettably a chapter that has defied a satisfactory and peaceful conclusion- and one that continues to be written each

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In most areas of Sub Saharan Africa, it is expensive, dangerous, and unsafe to give birth especially when pregnancy is complicated by life threatening conditions. Safe caesarean section has a key role to play in making childbearing safer, but it costs around $300 or more, and in a continent where most people live on less than $1 per day, this is simply unaffordable to

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Torn Apart: The Nigerian Civil War and its Impact   The Nigerian Civil War, 1967-1970 (also known as the Biafran War) has been described as a ‘forgotten war’. Yet it led to the birth of the NGO Doctors without Borders / Médecins sans frontières and equipped journalists with the intercultural skills they later used in their coverage of

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Ali Mazrui has been described as one of the most original thinkers that Africa has produced, and one of the top 100 living public intellectuals in the world today. This volume uses Mazrui’s life and work as a guide towards explaining the historical impact of black public intellectuals such as Julius K. Nyerere, Patrice Lumumba and Barrack Obama. The book explore

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There has, in recent years, been an increasing emphasis on the ability of employees to think differently and take chances in business as well as in social and political organizations. Concepts such as “value innovation”, “creative intelligence”, “creative leadership”, “creative capability”, and “disciplined creativ

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Preventing Things from Falling Further Apart: The Preservation of Cultural Identities in Postcolonial African, Indian, and Caribbean Literatures is a ground breaking comparative work that explores a post-Achebe universe in which formerly colonized peoples make efforts to reconstruct their cultures by deconstructing some of the deleterious effects of colonization, wh

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Countries recovering from conflicts face economic and institutional devastation ¯ of vital infrastructure such as schools, factories, communication networks, roads, railways, and water systems, as well as diminished human resources, a very weak legal structure and governmental institutions. In this context, policymakers are faced with the task of creating an int

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The book discusses the policies and strategies for Science and Technology (S&T) and Innovation capability building put up by Maghreb states (Algeria, Tunisia, Morocco) in the last three decades. The application of structural adjustment programmes (SAPs) in recent years, the opening up of their economies and liberalisation of trade have confronted firms with largel

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