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 In support of Smith and Wheeler (2002) stance, Cronin (2003) argued that organizations should deviate from outdated quality → value → satisfaction → loyalty paradigm to a modern and more flexible paradigm for loyalty building.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

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.

Universities, across the globe, are identified as complex and critical engines for sustainable development. Nigerian universities have recorded success stories and breakthroughs, but they have their teething problems of retention and challenges which tend to impede their position on the world education league table. Retention of employees in the work environment has attracted a lot of attention from scholars in different fields of study to curb the trend of turnover intentions, human capital flight and redundancy of academia in Nigeria. Hence, this paper investigates the impact of workplace environments on the retention of the academic staff of public universities, Southern-Nigeria. The study adopted a cross-sectional and descriptive approach to elicit information from 384 academic staff that were randomly and purposively selected. The use of a modified questionnaire (quantitative) was adopted. The quantitative data were analysed using Structural Equation Modelling (SEM_PLS) to obtain results. The findings indicated that the issue of inadequate and decay of infrastructural facilities had been a concern to the sampled universities. Many lecturers, including professors, shared offices that are dilapidated, poorly ventilated and furnished. The results indicated an increasing pauperization, varying promotion criteria, erratic power supply, over-congested classrooms and a growing disparity in the ratio between teaching staff and students. Due to its consequences, strategies for curbing this menace in state universities, such as the creation of enabling environment, adequate funding of tertiary education, effective administration and motivation of staff of the sampled institutions, among others were proffered.

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.

To remain competitive within the present inherent business environment, there is a demand for organisations to embrace an integrated culture-behaviour for performance that enables them to adopt a critical engine for a more sustainable working environment. Organisational culture, which is a reflection of predominant valued beliefs, is expected to influence a sustainable environmental performance. Evidence abounds of several organisational activities with adverse impacts on humans and the environment. The study examines an organisation’s processes that can be incorporated as a culture to ensure a more sustainable working environment. This paper proposes the use of six organisational culture practices (core value, reporting system, task performance, clarity of roles, careful deliberations, and distinctive identity) to find out organisation values, as well as individual preferences in enhancing an immediate sustainable environment. The study selected 480 employees of Fast-Moving Consumer Goods (FMCGs) firms who are active in their organisational work processes; 358 responded, and as such, was deemed as a valid research sample. The empirical analysis was carried out using a variance-based Structural Equation Modelling with partial least squares for the path-modelling (PLS-SEM), both for the Algorithm Model, and the Bootstrapping Model with β and p-values obtained from the findings. The findings provide empirical evidence that there is a significant level of influence of organisational culture on environmental performance. However, among the organisational practices, task performance has the least influence on environmental performance. This implies that organisations should invest more in the dimensions of organisational culture with higher performance-importance, while adequate attention should be given to variables with the least influence on the target construct of environmental performance.

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)

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.

Background: Retention of academic staff is gaining the attention of various educational stakeholders in many developing countries like Nigeria. However, there is little extant literature on how various determinants and risk factors affect retention strategies and sustainable performance of academic staff of government owned universities in Nigeria. Consequently, this paper showed the direct relationships between retention strategies and sustainable performance. Methods: Copies of the designed questionnaire were distributed to members of the academic staff ranging from the Professors to Graduate Assistants of the selected state-owned Universities in Southern Nigeria. Statistical analysis for the study included descriptive measures, measurement and structural models. Results: The determinants of retention strategies had significant impacts on the sustainable performance of academic staff at r = 0.660 (p < 0.05) and r = 0.558 (p < 0.05), respectively. A direct relationship was also established between academic retention and sustainable performance of staff in the selected universities (r = 0.187, p < 0.05). This implies that the 48.3% variance in sustainable performance is explained by the level of determinants/risk factors and retention of academic staff in the selected universities. Conclusions: The study concludes that adequate funding provides Nigerian universities with the opportunity to meet the needs of the growing population and to match other top universities elsewhere in the development of vital highly skilled manpower, research and innovations, which are the tools for sustainable performance.