Perceived Justice, Service Failure Attribution, Disconfirmation and Recovery Satisfaction among Subscribers of Mobile Money Transfer Services in Kenya
Catherine Ngahu
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Perceived Justice, Service Failure Attribution, Disconfirmation and Recovery Satisfaction among Subscribers of Mobile Money Transfer Services in Kenya

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Doctoral Thesis / Dissertation from the year 2016 in the subject Business economics - Offline Marketing and Online Marketing, grade: A, University of Nairobi (School of Business), course: Business Administration, language: English, abstract: The study seeks to assess the influence of perceived justice, service failure attribution, and recovery disconfirmation on recovery satisfaction among subscribers of mobile money transfer services in Kenya. The specific objectives of the study are to determine the influence of perceived justice on recovery satisfaction; assess the mediating effect of recov...