ABSTRACT
Adequate attention to the reward of customer service personnel by management is important in addressing the challenges of customer service delivery and enhancing the competitiveness and performance of small and medium enterprises (SMEs). This chapter examines the relationship between reward systems and the quality of customer service delivery in selected SMEs. The information provided in this chapter is based on a survey research design and the data gathered from the respondents were analysed using descriptive and inferential statistics. The findings show that there is a significant relationship between the reward systems and the quality of service delivery in the organisations surveyed. The chapter concludes that quality service delivery can be achieved through some improvements in the reward and recognition systems for customer service employees. The study recommends that SMEs should put in place reward and recognition systems that are fair and satisfactory to the employees.
