Public Private Partnerships Dynamics in Nigeria Power Sector: Service Failure Outcomes and Consumer Dissonance Behaviour

Chinyere Ndukwe (), Adeline Nnenna Idike (), Ikechukwu Ogeze Ukeje (), Cornelius Ofobuisi Okorie (), Johnpaul Chukwujindu Onele (), Nneka Ernestina Richard-Nnabu (), Clementina Kanu (), Benedette Nneka Okezie (), Raphael Abumchukwu Ekwunife (), Chijioke Jeol Nweke () and Sunday Odo Nwangbo ()
Additional contact information
Chinyere Ndukwe: Ebonyi State University
Adeline Nnenna Idike: Alex Ekwueme Federal University, Ndufu-Alike
Ikechukwu Ogeze Ukeje: Alex Ekwueme Federal University, Ndufu-Alike
Cornelius Ofobuisi Okorie: Alex Ekwueme Federal University, Ndufu-Alike
Johnpaul Chukwujindu Onele: Ebonyi State University
Nneka Ernestina Richard-Nnabu: Alex Ekwueme Federal University, Ndufu-Alike
Clementina Kanu: Alex Ekwueme Federal University, Ndufu-Alike
Benedette Nneka Okezie: Alex Ekwueme Federal University, Ndufu-Alike
Raphael Abumchukwu Ekwunife: Evangel University Akaeze
Chijioke Jeol Nweke: Alex Ekwueme Federal University, Ndufu-Alike Ikwo
Sunday Odo Nwangbo: Alex Ekwueme Federal University, Ndufu-Alike

Public Organization Review, 2023, vol. 23, issue 2, No 12, 623-646

Abstract: Abstract The article investigates service delivery in the Power Sector in Nigeria. This study focuses on the dynamics of public–private partnership (PPP) arrangements in Nigeria electric power sector and its outcomes with reference to power users' dissonance behaviour. This study examines the relationship between customer expectations, service encounter, availability of substitutes and customer dissonance. From the research findings, we developed and proposed a novel analytical and practical model of service justice (SJ) as complementary alternative to traditional service atonement scholarship and practice; the latter being a product of the former as a process. The study argues that service atonement should be a product of a customer protection process integral to public, private, or joined-up frameworks’ managerial jurisdictions than as isolated customer retention mechanism as current scholarship indicate.

Keywords: Public private partnerships; Service atonement; Customers’ cognitive dissonance; Service justice; Service substitutes (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://link.springer.com/10.1007/s11115-021-00579-5 Abstract (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:kap:porgrv:v:23:y:2023:i:2:d:10.1007_s11115-021-00579-5

Ordering information: This journal article can be ordered from
http://www.springer. ... ce/journal/11115/PS2

DOI: 10.1007/s11115-021-00579-5

Access Statistics for this article

Public Organization Review is currently edited by Ali Farazmand

More articles in Public Organization Review from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().