Service recovery and loyalty of Uber sharing economy: The mediating effect of trust

被引：15
|
作者：
Amoako, George Kofi [1 ]
Dzogbenuku, Robert Kwame [2 ]
Kumi, Desmond Kwadjo [3 ]
机构：
[1] Univ Profess Studies, Dept Mkt, Accra, Ghana
[2] Cent Univ, Cent Business Sch, Dept Mkt, Accra, Ghana
[3] Dal Consultancy Ltd, Accra, Ghana
来源：
RESEARCH IN TRANSPORTATION BUSINESS AND MANAGEMENT | 2021年 / 41卷
关键词：
Service recovery; Loyalty; Uber sharing economy; Trust; Ghana; WORD-OF-MOUTH; CUSTOMER SATISFACTION; PERCEIVED JUSTICE; ORGANIZATIONAL JUSTICE; INTERACTIONAL JUSTICE; FAILURE RECOVERY; PROVIDERS; INTENTION; QUALITY; IDENTIFICATION;
D O I：
10.1016/j.rtbm.2021.100647
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
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.
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页数：9
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