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

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.