Prof. Grafton Whyte

Prof. Whyte holds a PhD in Information Systems Management fromCranfieldUniversity, School of Management; MBA from Westminster University and BA Hons in Business Management from South bank University.
He setup the organization, Customer Service Management Africa (CSMA) for the promotion and research into customer service delivery in Africa; Through the CSMA hosted the first-ever Namibian Customer Service Awards & Conference and first Customer Service Nationwide Survey in Namibia, collecting over 7000 responses in 2014. Prof. Whyte isalso the developer of the V-Model of Service Quality, a tool for operationalising the measurement of service quality, based on Personal Construct Theory.