ABSTRACT
Societies are built on the foundations of culture. Institutions and the citizens of any society respond to these foundational cultures to ensure the continuity and growth of their social systems. Business organisations are institutions that provide livelihoods and add value to a nation and its people. Failure to recognise the varying cultural dynamics within a nation will affect the quality of a business’s customer service delivery. The multiplier effect of customers’ unmet expectations will be felt by the organisation and the larger society. This chapter discusses the influence of culture on the success of customer service delivery in Nigeria. The five Hofstede metrics of culture (power distance, uncertainty avoidance, individualism vs. collectivism, short-term orientation vs. long-term orientation and masculinity vs. femininity) along with other cultural factors like religion, language, the family, hierarchy, etiquette and customs were applied to discuss their impact on customer service delivery.
