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Dissertation/Thesis Abstract

Lived Experience of Customer Servicing Among Court Personnel/Leaders in the Lagos State Judiciary
by Folami, Lati, D.M.IST., University of Phoenix, 2012, 184; 3583285
Abstract (Summary)

Poor and inadequate customer service is prevalent in the public sector of emerging economies. Also, limited leadership roles are ascribed to frontline employees in the sector. Improving customer service and empowering frontline employees could increase organizational effectiveness. The goal of this qualitative phenomenological study was to explore the problem of inadequate customer-service delivery skills and limited leadership roles for court personnel in the Lagos State Judiciary, Nigeria. The research was guided by two research questions: In what ways could the servicing experience of customers by court personnel/leaders in the Lagos State Judiciary be improved upon? and What are the lived experiences of leaders and customers in the Lagos State Judiciary System? The study participants’ were 25 court users of the Lagos State Judiciary. The data were subjected to analysis using the 4 step modified Van Kamm method by Moustakas to identify themes through exhaustive data coding and data distillation The 14 interview questions resulted in the emergence of 34 primary themes. Five overall themes emerged from thematic clusters and they were capacity building, attitude of court officials, policy changes, interaction with stakeholders and leadership training. The findings showed strong similarities between the participants’ lived experiences and experiences presented in relevant literature. The implication was that the management (leaders) of the Judiciary might benefit from this study by adopting the Folami Model for Improving Customer Servicing in the Lagos State Judiciary (FMICS – LSJ) to achieve customer service improvements. Researchers may wish in the future to explore the twin concepts of customer service and leadership styles in other contexts further to add further insight to existing literature.

Indexing (document details)
Advisor: Umeh, Owego
School: University of Phoenix
Department: Organizational Leadership
School Location: United States -- Arizona
Source: DAI-A 75/10(E), Dissertation Abstracts International
Subjects: African Studies, Law, Public administration, Organization Theory, Organizational behavior
Keywords: Court system, Customer service improvement model, Customer servicing, External customers, Frontline employees, Internal customers, Lagos, Leadership training, Nigeria
Publication Number: 3583285
ISBN: 978-1-321-13111-6
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