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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Chinyere Ndukwe & Adeline Nnenna Idike & Ikechukwu Ogeze Ukeje & Cornelius Ofobuisi Okorie & Johnpaul Chukwujindu Onele & Nneka Ernestina Richard-Nnabu & Clementina Kanu & Benedette Nneka Okezie & Rap, 2023. "Public Private Partnerships Dynamics in Nigeria Power Sector: Service Failure Outcomes and Consumer Dissonance Behaviour," Public Organization Review, Springer, vol. 23(2), pages 623-646, June.
    • Handle: RePEc:kap:porgrv:v:23:y:2023:i:2:d:10.1007_s11115-021-00579-5
    DOI: 10.1007/s11115-021-00579-5
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    References listed on IDEAS

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    1. Michael Gerlich, 2023. "The Rise of Collaborative Consumption in EU Member States: Exploring the Impact of Collaborative Economy Platforms on Consumer Behavior and Sustainable Consumption," Sustainability, MDPI, vol. 15(21), pages 1-15, October.

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