Service recovery and loyalty of Uber sharing economy

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

Title:	Service recovery and loyalty of Uber sharing economy
Other Titles:	The mediating effect of trust
Authors:	Amoako, George Kofi Dzogbenuku, Robert Kwame Kumi, Desmond Kwadjo
Keywords:	Service recovery Loyalty Uber sharing economy Trust Ghana
Issue Date:	2021
Publisher:	Research in Transportation Business & Management
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.
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.
URI:	https://doi.org/10.1016/j.rtbm.2021.100647 http://institutionalrepository/xmlui/handle/123456789/25
Appears in Collections:	CENTRAL BUSINESS SCHOOL

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