Customer service in financial, communications and business service companies in Nigeria: Impressions of Lagos industry executives

Abstract

Nigeria is the eighth largest oil producer in the world, and the largest in Africa. Yet, instead of transforming the country into one of the most prosperous in the continent, Nigeria's abundant natural resources have enriched a small minority while the vast majority remains impoverished. Violence and instability in the oil-rich Niger-Delta region coupled with the capriciousness of oil prices has stimulated the nation's quest for economic diversification. Service sector growth is particularly promising. Increased privatization, foreign investment and globalization have stimulated growth in service companies. This study explores customer service in service companies located in Lagos, Nigeria and how customer service practices are evolving in response to changes in the service economy.