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

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

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.
Original languageEnglish
Title of host publicationBAM2020 Conference in the Cloud Proceedings
Place of PublicationUK
PublisherThe British Academy of Management
Pages719 -744
Number of pages25
ISBN (Electronic)9780995641334
Publication statusPublished - 5 Sep 2020
EventBritish Academy of Management conference 2020 - Online
Duration: 2 Sep 20204 Sep 2020
https://www.bam.ac.uk/resource/get-ready-for-bam2020-in-the-cloud--conference-virtual-platform-and-app-are-now-live-.html

Conference

ConferenceBritish Academy of Management conference 2020
Abbreviated titleBAM2020
Period2/09/204/09/20
Internet address

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