Service failure handling and resilience amongst airlines in Nigeria

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 ex...

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Autores principales:	Hart O. Awa, Chigbo A. Nwobu, Sunny R. Igwe
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2021
Materias:	service failure complaint handling resilience post-recovery satisfaction Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/6a7a17e3b7a44fcea2648cd9735f181b
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spelling	oai:doaj.org-article:6a7a17e3b7a44fcea2648cd9735f181b2021-12-02T13:56:16ZService failure handling and resilience amongst airlines in Nigeria2331-197510.1080/23311975.2021.1892924https://doaj.org/article/6a7a17e3b7a44fcea2648cd9735f181b2021-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2021.1892924https://doaj.org/toc/2331-1975Organizations 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.Hart O. AwaChigbo A. NwobuSunny R. IgweTaylor & Francis Grouparticleservice failurecomplaint handlingresiliencepost-recovery satisfactionBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 8, Iss 1 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	service failure complaint handling resilience post-recovery satisfaction Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	service failure complaint handling resilience post-recovery satisfaction Business HF5001-6182 Management. Industrial management HD28-70 Hart O. Awa Chigbo A. Nwobu Sunny R. Igwe Service failure handling and resilience amongst airlines in Nigeria
description	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.
format	article
author	Hart O. Awa Chigbo A. Nwobu Sunny R. Igwe
author_facet	Hart O. Awa Chigbo A. Nwobu Sunny R. Igwe
author_sort	Hart O. Awa
title	Service failure handling and resilience amongst airlines in Nigeria
title_short	Service failure handling and resilience amongst airlines in Nigeria
title_full	Service failure handling and resilience amongst airlines in Nigeria
title_fullStr	Service failure handling and resilience amongst airlines in Nigeria
title_full_unstemmed	Service failure handling and resilience amongst airlines in Nigeria
title_sort	service failure handling and resilience amongst airlines in nigeria
publisher	Taylor & Francis Group
publishDate	2021
url	https://doaj.org/article/6a7a17e3b7a44fcea2648cd9735f181b
work_keys_str_mv	AT hartoawa servicefailurehandlingandresilienceamongstairlinesinnigeria AT chigboanwobu servicefailurehandlingandresilienceamongstairlinesinnigeria AT sunnyrigwe servicefailurehandlingandresilienceamongstairlinesinnigeria
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Service failure handling and resilience amongst airlines in Nigeria

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