Rowland E.K. Worlu

Effective customer experience management in health-care sector of Nigeria: A conceptual model

Purpose The purpose of this conceptual paper is to introduce the concept of customer experience management (CEM) as a supportive construct in customer loyalty building. In support of Smith and Wheeler (2002) stance, Cronin (2003) argued that organizations should deviate from outdated quality → value → satisfaction → loyalty paradigm to a modern and more flexible paradigm for loyalty building. Design/methodology/approach This paper uses an archival survey of the extant literature to confirm or debunk the position of CEM protagonists within the context of the health-care sector of developing countries, especially Nigeria. Findings This paper presents a new conceptualization on CEM that includes three dimensions of CEM (functional clues, mechanic clues and humanic clues) on customer loyalty in the health-care sector of Nigeria. Therefore, when a health-care organization consciously and effectively makes CEM a strategic priority, it largely leaves a long-lasting impression in the mind of the customers, which invariably retain and build customer loyalty. Research limitations/implications The authors emphasized the importance of how CEM can be used to build loyalty and the need to properly adapt CEM approach in an extremely sensitive service sector, i.e. the health-care sector in developing countries, especially Nigeria. The recommended framework initiates fresh streams of researches for the concept to be carried out empirically in developing countries. Practical implications To retain and build customer loyalty, particularly in the health-care sector of Nigeria, health-care organizations need to understand and adopt CEM clues so as to keep customers loyal in an extremely sensitive service sector. Originality/value Although there are studies on CEM and customer loyalty in the health-care sector of developed countries, research on CEM is very limited in developing countries such as Nigeria. By contributing to the body of knowledge in this area, this research adds significant value. Moreover, the research gives important information on the Nigerian health-care sector, which probably new to several readers.

An integrated dataset on organisational culture, job satisfaction and performance in the hospitality industry

The relevance of organisational culture on job satisfaction and performance particularly within the hospitality sector cannot be over-emphasized. The culture of an organization goes a long way in distinguishing it from other organizations because it shows its ability to either be successful or to fail. To however achieve excellence and high-level performance, it is important to note that for effective and efficient operation, an organization would need a formal approach of communication as well as for making decisions and completing the tasks to match the needs of the organization. The managerial implications drawn from the study is that organizations should take advantage of their culture and inculcate values that will enhance performance.

Survey data on employees’ perception of the impact of community development initiatives on the corporate image of oil and gas firms in Nigeria

Several sources of today׳s pressure on managers in strategic decision-making are directly associated with social issues rather than traditional strategic management issues. It is believed that firms that invest in community development are more likely to operate in harmony in the society of their operations, as such reduce interference from their host community, thus leading to enhanced corporate image. Therefore, it becomes pertinent to present data to show the existence or otherwise of a relationship between community development initiatives and the firm׳s corporate image. This data is gotten from 336 respondents from four top oil and gas firms quoted in the Nigerian stock exchange. Responses wee gathered from the employees’ of the firms, as it is believed they have first hand information on the firm׳s corporate social responsibility policies. The data is purely descriptive and was gotten through quantitative methods, specifically through a survey questionnaire. The questionnaire had two sections; section A contained background questions, while section B consisted of questions that were specific to community development initiatives and corporate image. The Cronbach alpha internal consistency of the questionnaire revealed a reliability coefficient of 0.732, thus revealing a high consistency level. The field data set is made widely accessible to enable critical investigation into the subject.

Survey data on employees’ development and employees’ satisfaction in oil and gas firms in Nigeria

Employees’ development involves ensuring that employees are compensated fairly, are not exposed to dangerous or environmentally unhealthy working environment and are treated ethically in the workplace, especially in a technology intense industry as that of the oil and gas sector. Thus, this article presents data on the effect of employees’ development on employees’ satisfaction. The study employed a descriptive quantitative research design engaging survey method. The study population consists of 1748 employees from four top oil and gas firms quoted in the Nigerian stock exchange. A sample size of 350 employees was selected. Data was analysed using statistical Package for Social Sciences (SPSS). Regression analysis was employed as the statistical tool of analysis. The field data set is made widely accessible in this article.

Dataset on brand culture and perceived value of offerings to customers in the hospitality industry in Nigeria

This study critically examines the role of brand culture in influencing the perceived value of offerings to customers within the hospitality industry in Nigeria. In todays competitive market, the extent at which organizations disregard the importance of developing a strong brand culture before communicating their value to the outside world has become worrisome. Hence, this study filled in the gaps and a total of 434 customers drawn from six different hotels in Lagos state, Nigeria, were sampled. The data were analysed using Structural Equation Modelling (SEM). Management of these hotels were able to define their expectations in order to deliver a consistent brand experience to their customers. The result showed that brand culture has positive significant influence on the perceived value of offerings to customers. Important recommendations have also been made.

Dataset on humanic clues and customer loyalty in selected hospitals in Lagos State, Nigeria

This article describes survey result on humanic clues and customer loyalty in selected hospitals in Lagos State, Nigeria. This paper obtains information from the customer experience management strategy in considering the techniques in which customer loyalty can be built. 365 copies of questionnaires were retrieved from the customers of the selected four private hospitals in Lagos State. The data gathered from the survey customers were subjected to inferential and descriptive statistics in order to ascertain the sum, mean, standard deviation and the relative importance index (RII). The retrieved copies of questionnaires were analysed utilising SPSS (22). Using the Categorical Regression CATREG analysis, the data article establish that humanic clues have positive influence on customer loyalty. The data collected is openly presented to enhance further analysis.

A dataset of customer loyalty and variation in perception of customers across demographic characteristics In healthcare sector of Nigeria

The data depicted on customer loyalty in the healthcare sector was concentrated on the variation in perception across demographic characteristics on the subject matter. The data focused on selected private hospitals adjudged to be the best four in Lagos State, Nigeria. In this data article, the variables for customer loyalty were categorized into (repeat purchase, brand insistence, switching restraint and customer satisfaction) for healthcare service sector in Nigeria. The data made used of the personal profile of the respondents as the independent variables to establish a link between the aims of the study and the demographic characteristics via the quantitative method. Data were gathered from 365 respondents through the use of structured questionnaire. The Kruskal Wallis Test was carried out to investigate and identify what accounted for the variation in the customers’ perception on the subject matter. The SPSS (22) was utilized to analysed the data. This dataset is presented openly for easy accessibility for a greater critical examination.

Survey data on work environments and productivity of academic staff of selected public universities in Nigeria

The article presented a survey data on work environment predictors and productivity of selected academic staff of selected public universities in Southern, Nigeria. The study adopted a quantitative approach with a survey research design to establish the major determinants of work environments in the selected public universities. Data was analysed with the use of structural equation modelling and the field data set is made widely accessible to enable critical or a more comprehensive investigation. The findings identified meaningful work and growth opportunities as predictive factors for maximizing productivity in the sampled institutions.

Employee Relations Strategy: Implication for Performance in Lagos State University, South-West, Nigeria

The incessant industrial action, strike, boycotting among workers in the educational sector especially in the public universities is becoming a worrisome phenomenon. This paper examined the impact of employee relations strategy (Organizational policies, Promotion, Equity, Recognition and Mentoring) on job performance in Lagos State University, Southwest, Nigeria. A model was developed and tested using One hundred and thirty six (136) copies of valid questionnaire, which were completed by staff in the State owned university, Lagos, Nigeria. Structural Equation Modeling was adopted to test the hypotheses and relationships that might exist among variables. Results of the analysis indicates that equity, promotion, mentoring and recognition have positive influence on employees’ performance. While in the opposite direction, organizational policies have negative and insignificant effect on job performance which suggest that increase in employees’ performance will require that managers pay more attention to friendly organizational policies.

Agenda For Marketing Excellence In The Deregulated Petroleum Down-Stream Sector

Deregulation in the petroleum down-stream sector tends to be treated by the masses. Oftentimes, the fear is that it will fuel the exploitative proclivities of the petroleum marketers and constitute a lee-way to corruption by government officials. For example, petroleum products may sell at prohibitive prices, at least in the short run and bureaucrats may exhibit corrupt tendencies in the process. These are genuine fears! However, there is a way out! Thus this paper is based on the imperative that the situation is not as hopeless as it may seem. It offers a marketing blueprint for the implementation of deregulation in the petroleum down-stream sector in such a manner that every stakeholder in the in-dustry will be reasonably satisfied. Thus the marketing model of deregulation reduces conflict situations by taking into account the needs, desires and preferences of all stakeholders. It succeeded in Chile, Thailand etc. why can’t it work in Nigeria?