Taiye Tairat Borishade

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 In support of Smith and Wheeler (2002) stance, Cronin (2003) argued that organizations should deviate from outdated quality → value → satisfaction → loyalty paradigm to a modern and more flexible paradigm for loyalty building.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.

Contribution of Small and Medium Enterprises to Economic Development: Evidence from a Transiting Economy

The focus of this research was to present a data article on the contribution of SMEs to economic development in a transiting economy. Descriptive research design was adopted in this study. Data were obtained from 600 respondents in 60 small-scale enterprises located in different parts of the country (20 small-scale enterprises located in Lagos State, 20 in Anambra State and 20 in Kano State of Nigeria respectively). Data analysis was carried out using tables and percentages and the null hypotheses of the study was tested using chi-square (X2) inferential statistical model at 5% level of significance. The findings revealed that there is a significant relationship between the operation of small and medium-scale enterprises and economic growth in developing nations.

Data on the relationships between financing strategies, entrepreneurial competencies and business growth of technology-based SMEs in Nigeria

The article presents data on the relationship between financing strategies, entrepreneurial competencies and business growth of technology-based SMEs in Nigeria. Copies of structured questionnaire were administered to 233 SME owners and financial managers. Using descriptive and standard multiple regression statistical analysis, the data revealed that venture capital and business donations significantly influences profit growth of technology-based SMEs. Moreover, the data revealed that technology-`based firms can enhance their access to financing through capacity building in entrepreneurial competencies, such as acquiring the right skills and attitude.

The effect of non traditional teaching methods in entrepreneurship education on students entrepreneurial interest and business startups:A data article

Traditional methods of teaching entrepreneurship in universities involves more theoretical approaches which are less effective in motivating considerations for an entrepreneurship career. This owes to the fact that such techniques essentially make students develop a dormant attitude rather than active participation. Expert views suggest that experiential entrepreneurship teaching methods in universities which involve practical activities and active participation can be considered salient to students’ development of entrepreneurial interest an business startup potentials. This present study presents data on the extent to which experiential teaching methods in entrepreneurship adopted by Nigerian universities stimulate students’ entrepreneurial interest and business startups. Data have been gathered following a descriptive cross-sectional quantitative survey conducted among university students (N = 600) of four selected institutions in Nigeria offering a degree programme in entrepreneurship. Hierarchical Multiple Regression Analysis was used in confirming the hypothesis proposed in the study using the Statistical Package for Social Sciences (SPSS) version 22.The findings from the analysis showed that the adoption of experiential practical activities considered as best practices in entrepreneurship teaching in Nigerian universities can stimulate students’ interest and drive for engaging in business start-up activities even as undergraduates. The field data set is made extensively available to allow for critical investigation.

Data on customer perceptions on the role of celebrity endorsement on brand preference

This research presents data on the effect of celebrity endorsement on consumers’ brand preference. Copies of structured questionnaire were administered to 384 customers of telecommunication industry. Using descriptive, correlation and regression statistical analysis, the data revealed that celebrity image has an effect on consumer brand loyalty, celebrity trustworthiness has an influence on consumer brand association. More so, the relationship between celebrity expertise and perceived quality of the product was established.

Data set on interactive service quality in higher education marketing

This paper provides data on the interactive quality of the educational services rendered in south west, Nigeria. Data were gathered based on conclusive research design. Stratified and convenience sampling techniques were adopted. Responses were elicited from the alumni as regards to their perception towards the interactive quality; learning, group discussion, breadth, assignment, examination as well as social relationships. Interactive quality component of the Student Evaluation of Educational Quality (SEEQ) developed by previous scholars was adapted. The research instrument was confirmed to have all the necessary psychometric values considered appropriate for the study. Some descriptive statistical analyses were carried out to further clarify the data and provide the necessary platform for further analyses.

Data set on the effect of training and development on creativity of academic staff in a selected Nigerian university

This article presented data on the effect of training and development on academic staff creativity using Covenant University in Nigeria as the case study. The article was a based on a descriptive quantitative research design using Survey method. The population of the study included all academic staff in the selected university with a total of 535 faculties. A sample size of 226 faculties was selected. Reliability and validity procedures were confirmed. Data was analyzed with the use of Statistical Package for Social Sciences (SPSS).Regression analysis was employed as statistical tool of analysis. The field data set is made publicly available to enable critical or extended analysis.

Data article on disposition towards enhancing SMEs’ performance through entrepreneurial orientations: Perspectives from a developing economy

This article present data on the disposition of SME operators towards enhancing SMEs Performance through entrepreneurial orientations. Copies of structured questionnaire were administered to 102 SME owners/managers. Using descriptive and standard multiple regression statistical analysis, the data described how proactiveness, risk-taking and autonomy orientations significantly influenced SMEs’ profitability, sales growth, customer satisfaction and new product success.

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.