Service Recovery, Perceived Fairness, and Customer Satisfaction in the Telecoms Sector in Ghana

Abstract

This article seeks to explore service recovery strategies adopted by mobile service providers operating in Ghana. The article adopts a quantitative approach design. A sample size of 384 respondents was used for this study comprising mobile phone subscribers in Ghana. The study revealed a significant positive relationship between service recovery based on firm's understanding of customer complaints, firm's fair treatment of customer complaints and customer satisfaction. Furthermore, the study also found a positive correlation between service recovery and customer satisfaction. The article contributes to extant literature on service recovery from developing country perspective.