An Empirical Investigation of the Lived Experience of Service Productivity of Bank Executives Working as ‘Official Knowledge Workers’ in the Nigerian Banking Sector: Lived Experience of Service Productivity

The problem domain of this research is the lived experience of service productivity. This paper focused on the lived experience of service productivity of bank executives working in Nigerian banks. The study participants met the ‘fit and proper persons’ (‘knowledge worker’) criteria set by the banking sector regulatory authorities and authorised to handle ‘key control functions’ in their banks. The empirical data was collected through face to face interviews with sixteen executives from five Nigerian banks. The data were analysed using a phenomenological research method developed by the lead author of this paper, named ‘Trans Positional Cognition Approach’ (TPCA). The data analysis process led to the emergence of five key themes. The themes revealed the existence of ‘internal and external’ service capacity deficit related factors that impact on the lived experience of service productivity of official knowledge workers working in the Nigerian banking sector.