Service Failure, Recovery, and Sustainable Development: Towards Justice in the Extractive Industry of Nigeria

Kalagbor, Anthony Nduwe (2021) Service Failure, Recovery, and Sustainable Development: Towards Justice in the Extractive Industry of Nigeria. In: Alhassan, Yahaya and Nwagbara, Uzoechi, (eds.) Microfinance and Sustainable Development in Africa. IGI Global, United Kingdom, pp. 234-263. Full text not available from this repository.

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Official URL: https://doi.org/10.4018/978-1-7998-7499-7.ch010

Abstract

Extant literature on corporate social responsibility (CSR) and marketing shows that CSR plays an important role when a service fails; thus, application of recovery strategy becomes crucial for sustainable development. CSR creates greater performance expectations amongst stakeholders as well as helps to legitimise organisational activities when a service fails. This study maintains that CSR is crucially important not only in legitimising organisational actions, but in ensuring that stakeholders' loyalty, trust, and justice are assured. This CSR, service failure, and recovery nexus is more needed in the controversial extractive industry in Nigeria, which has a history of illegitimacy, irresponsible corporate responsibility, lack of accountability, and failure of justice, which have triggered and sustained corporate-stakeholder conflict. This landscape has negative impact on sustainable development, peace, and justice in the Niger Delta region of Nigeria, where oil is extracted.

Item Type: Book Section
Publisher: IGI Global
ISSN: 2327-5685
ISBN: 9781799874997
Departments: Departments > Institute of Business, Industry and Leadership > Project Management
Depositing User: Insight Administrator
SWORD Depositor: Insight Administrator
Date Deposited: 16 Dec 2021 10:33
Last Modified: 16 Dec 2021 10:33
URI: https://insight.cumbria.ac.uk/id/eprint/6316

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