IDEAS home Printed from https://ideas.repec.org/a/taf/oabmxx/v8y2021i1p1892924.html
   My bibliography  Save this article

Service failure handling and resilience amongst airlines in Nigeria

Author

Listed:
  • Hart O. Awa
  • Chigbo A. Nwobu
  • Sunny R. Igwe

Abstract

Organizations build competitive advantage via managing, and learning from, service failure cases. Proficient complaint handling depends on the operator’s strategic position to timely anticipate and respond to customer dynamics in terms of what interests them amidst disgusts. Therefore, this study extends research and theories on complaint management by proposing and testing a theory-driven conceptual framework that captures the proactive initiatives to deal with consumer dynamics. Data collection spans 403 participants in a field survey questionnaire and analysis involved SEM via AMOS 5.0. The results showed that empathy was most critical covariance with agility, followed by compensation and effort effects with anticipatory ability; attentive, facilitation and effort effects with adaptability; and facilitation, attentive and compensation effects with agility. Disgust passengers prefer more of symbolic than utilitarian recovery strategies; thus, we recommend one-on-one marketing activity and hybrid recovery package as critical for reinstating the disgusts.

Suggested Citation

  • Hart O. Awa & Chigbo A. Nwobu & Sunny R. Igwe, 2021. "Service failure handling and resilience amongst airlines in Nigeria," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1892924-189, January.
    • Handle: RePEc:taf:oabmxx:v:8:y:2021:i:1:p:1892924
    DOI: 10.1080/23311975.2021.1892924
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/23311975.2021.1892924
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/23311975.2021.1892924?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mathieu Lajante & David Remisch, 2023. "Frontline Employees’ Empathy in Service Recovery: a Systematic Literature Review and Agenda for the Future," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 10(1), pages 1-18, December.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:oabmxx:v:8:y:2021:i:1:p:1892924. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://cogentoa.tandfonline.com/OABM20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.