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.

本研究调查服务恢复如何影响加纳优步客户的客户忠诚度，以及信任如何调节恢复与客户忠诚度之间的关系。在定量研究设计的帮助下，从位于非洲西部地区加纳首都阿克拉的 Uber 的 601 位客户那里收集了数据。结构方程模型用于分析变量之间的关系。本研究揭示了程序正义与信任之间存在积极而显着的关系；分配正义和信任；互动的正义和信任；以及互动公正和客户忠诚度。在加纳的优步共享经济中，信任在服务恢复绩效和客户忠诚度之间起到中介作用。