STRATEGIC MANAGEMENT AND ORGANIZATIONAL PERFORMANCE IN THE NIGERIAN TOURISM INDUSTRY

Abstract

This conceptual paper examines the relationship between strategic management and organizational performance in the tourism industry in Nigeria. It explores the joint effects of service quality and strategic change management on organizational performance, with a special emphasis on profitability and market share. Past research has frequently examined these variables independently, with a tendency to prioritize customer satisfaction above financial results. of the organization . This study adopts a qualitative approach to address this gap, using secondary data of journal articles, textbooks and industry reports. Empirical and conceptual reviews have shown that dimensions of service quality; reliability, responsiveness, and assurance, have a significant positive impact on customer satisfaction and loyalty. Strategic change management practices such as leadership support, effective communication, employee involvement and training are seen to benefit tourism organizations in terms of operational effectiveness. The study concludes that service quality or strategic change management alone will not lead to sustainable success. What is required is the integration of the two for profitability and a strong market position. Hence, the Nigerian tourism organizations should concentrate on service delivery improvement as well as internal change processes. Managers should invest in training programmes, responsive systems and participatory strategies, whereas policy-makers should support capacity-building initiatives and infrastructure development. Finally, synergy between service quality and strategic change management is crucial for enhancing competitiveness in Nigeria’s tourism industry.