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INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS
this would help management build a clearer understanding of customers‘ experiences.
Customer problems and complaints can become powerful change mechanism. Finally, it
was recommended that frontline staff (drivers, bus, conductors and ticket clerks) be
integrated into the fundamental service offer so that they can become highly
knowledgeable about all facets of service offer and are always there to offer support and
advice to customers (Gunu, 2007).
It was concluded that if transport corporations in Nigeria put their customers at
center stage, it will help them create a culture that is appropriately responsive to
customers. This will ensure that they get the ―basics‖ right because exploiting new
opportunities will require a company to build on existing capabilities. The stronger these
capabilities the more other profitable opportunities a company is likely to have. High
quality of service can only come from a solid foundation of knowing one‘s customers and
how they choose, and delivering consistently whatever it is that matters most to them.
COPY RIGHT © 2011 Institute of Interdisciplinary Business Research 105
JANUARY 2011
VOL 2, NO 9