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 respond customer dynamics in terms of what interests them amidst disgusts. Therefore, this study extends research theories management by proposing testing a theory-driven conceptual framework that captures proactive initiatives deal with consumer dynamics. Data collection spans 403 participants field survey questionnaire analysis involved SEM AMOS 5.0. The results showed empathy was most critical covariance agility, followed compensation effort effects anticipatory ability; attentive, facilitation adaptability; facilitation, attentive agility. Disgust passengers prefer more symbolic than utilitarian recovery strategies; thus, we recommend one-on-one marketing activity hybrid package as for reinstating