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ORGANISATIONAL KNOWLEDGE AND ORIENTATION: IMPLICATIONS FOR THE PERFORMANCE OF SELECTED NIGERIAN TELECOMMUNICATION FIRMS

Ibidunni, Ayodotun Stephen. (2017) ORGANISATIONAL KNOWLEDGE AND ORIENTATION: IMPLICATIONS FOR THE PERFORMANCE OF SELECTED NIGERIAN TELECOMMUNICATION FIRMS. PhD thesis, Covenant University, Ota, Nigeria..

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Abstract

The role of individuals’ and group tacit and explicit knowledge in driving performance of telecommunication firms, especially in Nigeria, has received very little empirical research attention in existing literature. Therefore, this study examined the relationships between organisational knowledge, orientation and performance of telecommunication firms in Nigeria. Mixed method approach was employed using the structured questionnaire and semi-structured interview as the instruments for data collection. Copies of questionnaire were administered to the employees of telecommunication organisations both at MTN headquarters and customer service centers of MTN, Globacom, Airtel and Etisalat; and customers in Lagos State and Federal Capital Territory, Abuja Nigeria. A total of 980 copies of the questionnaire was administered to the employees in the four Telecommunication firm, while 600 copies of questionnaire was administered to customers. The analyses of the quantitative data collected were performed using Pearson’s correlation, simple linear regression analysis, hierarchical multiple regression and Data Envelopment Analysis. The qualitative data was analyzed and interpreted using thematic analysis. Results of data analysis showed that there exists positive relationship between individual-tacit knowledge and customer satisfaction (r2 = 0.015, p ≤ 0.1). Group-tacit knowledge also had significant influence on organisational effectiveness (r2 = 0.28, p ≤ 0.001). Moreover, the results from data envelopment analysis showed that 20 decision making units achieved operational efficiency with the individual-explicit knowledge of employees in the firm, while the results from 15 decision making units showed that group-explicit knowledge enhanced the firms’ productivity. More so, dimensions of organisational orientation, such as: entrepreneurial, learning and market orientation had first order (r2 = 0.033, p ≤ 0.01) and second order (r2 = 0.051, p ≤ 0.01) moderating influences on the relationship between organisational knowledge and performance. Based on the findings, the study recommended that employees should be encouraged at regular intervals to document their experiences about their most prominent challenges encountered on the job and how they were able to resolve it. It was also recommended that employees of telecommunication firms should be encouraged to use their individual-tacit knowledge, such as intuition and experience, where possible to resolve customer complaints. This would save time, costs and efforts involved with long hours of solving customers’ queries

Item Type: Thesis (PhD)
Uncontrolled Keywords: Organisational knowledge, organisational orientation, performance, telecommunication firms, Nigeria
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: UNSPECIFIED
Depositing User: Mrs Patricia Nwokealisi
Date Deposited: 13 Oct 2017 09:11
Last Modified: 13 Oct 2017 09:11
URI: http://eprints.covenantuniversity.edu.ng/id/eprint/9515

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