Publication Details
Abstract
This paper examined organizational currency and customer service management in the Pharmaceutical industry in Nigeria. The study was poised to establish the relationship between organizational currency and customer service management in the Pharmaceutical industry in Nigeria.It proffered an organizational currency model with performance currency and relationship currency as dimensions of the predictor variable (organizational currency) and customer service management as the criterion variable. A cross-sectional survey research design was used and data was generated fromthe nine (9) quoted pharmaceutical firms in Nigeria listed in the Nigerian Stock Exchange (NSE) 2020. The Spearman rank correlation coefficient was utilized to test the hypotheses with the aid of the Statistical Package for Social Sciences (SPSS) version 21.0 .The research hypotheses were rejected due to the evidence of a significant relationship between the variables. Therefore, the study in consonance with its findings affirmed that organizational currency (performance and relationship currency) significantly and confidently relates with customer service management.The study recommends that firms in the Pharmaceutical industry in Nigeria should consistently develop their performance and relationship currencies in order to maintain adequate customer service management and achieve organizational objectives.