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 In support of Smith and Wheeler (2002) stance, Cronin (2003) argued that organizations should deviate from outdated quality → value → satisfaction → loyalty paradigm to a modern and more flexible paradigm for loyalty building.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

This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aimed to provide insights into the studies on relationship marketing factors such as trust, commitment, communication, and service quality influence on customer satisfaction. The model provided a basis for empirical studies on the factors of relationship marketing and outcomes of customer satisfaction in developing nations. The study recommends that relationship marketing dimensions such as building customer’s trust, commitment to customers, communication, and service quality should be properly managed and maintained by service providers in Nigeria. This helps in building customer satisfaction and in the long-run customer loyalty.

The central aim of the study was to show a dataset that empirically examines the connection between customer experience (CE) and customer satisfaction (CS). Few or no research have investigated how customer experience can be used to improve customer satisfaction in the healthcare sector of Nigeria. The study therefore adopted a survey research and the data were generated via a structured questionnaire. A total of 365 copies of the questionnaire were retrieved from the customers of the selected four private hospitals in Lagos State. The questionnaire administered were analysed using SPSS (version 22). Using the descriptive and the Categorical Regression CATREG analysis, the data explained how customer experience have a significant relationship with customer satisfaction. The data gathered is provided openly so as to facilitate further analysis

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.

A series of barium doped LaMnO3 perovskite nano catalysts were synthesized using the citric acid sol gel method. The prepared nano catalysts were characterized using the various characterization techniques such as XRD, ICPAES, FTIR, SEM, HRTEM, TPR and BET. The Xrd results showed the purity of the prepared catalyst as no segregated phases were observed and also confirming the crystallinity of the prepared catalyst. The surface area achieved in this experiment presented one of the highest reported in literature. The doping of the perovskite catalysts helps in increasing the surface area. The ICPAES results shows the efficiency of the preparation method adopted. The catalytic evaluation shows that upon introduction of Ba into the perovskite structure, the catalytic performance of the catalyst were greatly increased with LBM3 giving the lowest T50 at 550°C

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Qualitative data analysis methods are becoming more and more useful in management sciences. In this paper, an attempt is made to qualitatively ascertain the extent to which effective management succession influences organizational survival. An open-ended interview schedule with 15 questions was administered on 15 randomly selected individuals belonging to top, mid and low level management cadre across 5 money deposit banks in Nigeria. Qualitative content analysis was used to carry out coding of the responses. Cohen Kappa (κ) intercoder reliability test of trustworthiness gave a coding consistency value of 0.86, showing a near-perfect agreement. The final themes generated include; succession ingredients; succession results, and succession checks. It was found that for succession to truly drive an organization towards survival, certain key inputs, otherwise known as ingredients must be in place. Furthermore, the many shortcomings in the process of succession must be checked and corrected. If rightly corrected, succession checks could help gain positive results, however, if not carefully monitored, results could be negative.

Purpose of the article: Succession planning has become a misconstrued phenomenon in a global environment where organisations largely depend on their human resources for achievement, continuity and effectiveness. Methodology/methods: Data for this research were collected from three Beverages companies in Lagos, Nigeria, with 244 administered questionnaires, retrieved and analysed using the regression analysis. Scientific aim: This paper examines the Moderating Role of Employees' Satisfaction on Succession Planning and Job Commitment in the manufacturing sector. Findings: The result showed that succession planning significantly impact on employees' job commitment. The findings indicated a variance of 52% between mentoring and affective commitment, however when the moderating variable of employees' satisfaction was established, the R-squared increased to 56.8% while the significance of the F-change assessed show significance at 0.0001. Conclusions:The study recommends that when organizational replacement is done, it should meet the present and future need as well as the corporate objectives of the organization and that management should handle the issue of Succession Planning with high sense of objectivity in order to achieve organizational efficiency, among others.