Service recovery and loyalty of Uber sharing economy

Amoako, George Kofi; Dzogbenuku, Robert Kwame; Kumi, Desmond Kwadjo

Please use this identifier to cite or link to this item: http://institutionalrepository/xmlui/handle/123456789/25

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DC Field	Value	Language
dc.contributor.author	Amoako, George Kofi	-
dc.contributor.author	Dzogbenuku, Robert Kwame	-
dc.contributor.author	Kumi, Desmond Kwadjo	-
dc.date.accessioned	2026-07-30T13:23:33Z	-
dc.date.available	2026-07-30T13:23:33Z	-
dc.date.issued	2021	-
dc.identifier.citation	Amoako, G. K., Dzogbenuku, R. K., & Kumi, D. K. (2021). Service recovery and loyalty of Uber sharing economy: The mediating effect of trust. Research in Transportation Business & Management, 41, 100647.	en_US
dc.identifier.uri	https://doi.org/10.1016/j.rtbm.2021.100647	-
dc.identifier.uri	http://institutionalrepository/xmlui/handle/123456789/25	-
dc.description.abstract	This study investigate how service recovery affect customer loyalty of Uber customers in Ghana and how trust mediate the relationship between recovery and customer loyalty. With the aid of quantitative research design, data was collected from 601 clients of Uber in Accra the capital City of Ghana, situated in the western region of Africa. Structural equation modelling was used to analyze the relationship among the variables. This study reveals a positive and significant relationship exists between procedural justice and trust; distributive justice and trust; interactional justice and trust; and interactional justice and customer loyalty. Trust mediates the relationship between service recovery performance and customer loyalty in the Uber sharing economy in Ghana.	en_US
dc.language.iso	en	en_US
dc.publisher	Research in Transportation Business & Management	en_US
dc.subject	Service recovery	en_US
dc.subject	Loyalty	en_US
dc.subject	Uber sharing economy	en_US
dc.subject	Trust	en_US
dc.subject	Ghana	en_US
dc.title	Service recovery and loyalty of Uber sharing economy	en_US
dc.title.alternative	The mediating effect of trust	en_US
dc.type	Article	en_US
Appears in Collections:	CENTRAL BUSINESS SCHOOL

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