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The purpose of this conceptual paper is to introduce the concept of customer experience management (CEM) as a supportive construct in customer loyalty building. In support of Smith and Wheeler (2002) stance, Cronin (2003) argued that organizations should deviate from outdated quality → value → satisfaction → loyalty paradigm to a modern and more flexible paradigm for loyalty building.

This paper uses an archival survey of the extant literature to confirm or debunk the position of CEM protagonists within the context of the health-care sector of developing countries, especially Nigeria.

This paper presents a new conceptualization on CEM that includes three dimensions of CEM (functional clues, mechanic clues and humanic clues) on customer loyalty in the health-care sector of Nigeria. Therefore, when a health-care organization consciously and effectively makes CEM a strategic priority, it largely leaves a long-lasting impression in the mind of the customers, which invariably retain and build customer loyalty.

The authors emphasized the importance of how CEM can be used to build loyalty and the need to properly adapt CEM approach in an extremely sensitive service sector, i.e. the health-care sector in developing countries, especially Nigeria. The recommended framework initiates fresh streams of researches for the concept to be carried out empirically in developing countries.

To retain and build customer loyalty, particularly in the health-care sector of Nigeria, health-care organizations need to understand and adopt CEM clues so as to keep customers loyal in an extremely sensitive service sector.

Although there are studies on CEM and customer loyalty in the health-care sector of developed countries, research on CEM is very limited in developing countries such as Nigeria. By contributing to the body of knowledge in this area, this research adds significant value. Moreover, the research gives important information on the Nigerian health-care sector, which probably new to several readers.

This chapter examined the financial effects of COVID-19 pandemic on the Nigerian tourism by disaggregating the tourism sector into transportation industry, accommodation industry, travelling agencies, resorts/tourist site and regulatory agencies. Specifically, this study only targeted 240 key players in the Nigerian Tourism sector in Lagos state while the sourced data were analysed using Pearson correlation analysis. The result revealed that the emergence of COVID-19 pandemic has a negative statistical influence on both the transportation and accommodation industry. The financial implication of this result is that the emergence of COVID-19 pandemic increased the cost of transport, sharply reduced revenue inflow into the transportation and accommodation industry Again, the emergence of COVID-19 pandemic exerted positive significant influence on Travel agency and resort/tourist site. However, the emergence of COVID-19 pandemic exerted positive insignificance influence on regulatory agency. Hence, the study concluded that the emergence of the COVID-19 pandemic increased the cost of transport, sharply reduced revenue inflow into accommodation industry, increased travel agency and resort/tourist site costs. Premised on this, the study recommends that the federal government should ensure that the cost of transportation is subsidized, as this would help to correct the negative effect of COVID-19 on the Nigerian transportation industry.