Influence of Interactional Justice Strategy on Recovery Satisfaction among Customers of Mobile Money Services in Kenya

Despite the subject of service recovery attracting great interest among service marketing scholars and practitioners, there is a scarcity of empirical studies focusing on justice perceptions and satisfaction in the East Africa region. This research empirically tested the role of interactional justice as a recovery strategy following service failure and its consequence on recovery satisfaction among consumers of mobile money services in Kenya. A...