Customer service in financial, communications and business service companies in Nigeria: Impressions of Lagos industry executives
Abstract
Nigeria, notorious for its overdependence on oil, 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
(Manby,
1999).
However,
Increased
privatization,
foreign
investment,
globalization
and
competition
have
served
to
stimulate
growth
and
competition
in
the
service
sector
and
the
economy
as
a
whole
(Oshikoya,
2008).
This
study
explored
the
role
and
definition
of
customer
service
in
service
companies
located
in
Lagos,
the
financial,
economic
and
business
capital
of
Nigeria,
and
how
customer
service
practices
are
evolving
in
response
to
changes
in
the
economy.
Interviews
with
upper
level
managers
in
targeted
areas
were
analyzed
through
thematic
analysis
(Boyatzis,
1998)
to
draw
insights
into
the
emergent
customer
service
culture
in
Lagos.
Five
themes
and
multiple
sub-‐themes
emerged
in
analysis.
Themes
included:
conceptualization
of
quality
customer
service,
importance
of
quality
customer
service,
facilitation
of
customer
service
goals,
current
Nigerian
customer
service
and
barriers
to
development
of
quality
customer
service.
Themes
and
sub-‐themes
reflected
participants‘
views
of
the
importance
of
quality
customer
service
to
their
organizations,
the
service
sector
and
the
economy,
and their optimism about the growth of customer service within Nigerian organization
Description
Thesis (M.A.)--Wichita State University, College of Liberal Arts and Sciences, The Elliott School of Communication.
Collections
- Master's Theses [1335]
- LAS Theses and Dissertations [622]
- ESC Theses [48]