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首页> 外文期刊>Journal of Marketing and Consumer Research >Influence of Interactional Justice Strategy on Recovery Satisfaction among Customers of Mobile Money Services in Kenya
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Influence of Interactional Justice Strategy on Recovery Satisfaction among Customers of Mobile Money Services in Kenya

机译：互联诉讼互动司法战略对肯尼亚移动货币服务客户恢复满意度的影响

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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 descriptive survey approach was used. The population of the study encompassed mobile money transfer service subscribers in Kenya. Primary data were collected through a computer assisted telephone interview (CATI). A final nationally distributed sample of 622 respondents was realized. Reliability and validity tests were conducted using data from a pilot study. Data were analyzed using descriptive statistics, factor analysis, correlation, and regression analysis. The results revealed that interactional justice has a positive and statistically significant relationship with recovery satisfaction. This implies that the adoption of interactional justice strategy to address service failure positively impacts customer evaluation of service recovery. The results further indicated that when a company applies interactional justice strategy to assuage the negative effects associated with service failure customers are willing to forgive and continue patronizing the business. The study recommends that managers should design effective interactional strategies and train employees on how to properly implement them to ensure recovery satisfaction. Further, policy makers are advised to incorporate interactional justice elements in developing operators’ guidelines for service failure redress systems.
机译：尽管有服务恢复的主题吸引了服务营销学者和从业者的巨大兴趣，但缺乏对东非地区的正义感知和满意度的实证研究。本研究经验证明互动司法作为康复服务失败后作为恢复战略的作用及其对肯尼亚移动货币服务消费者恢复满意度的结果。使用了描述性调查方法。该研究人口包括肯尼亚的移动货币转移服务订阅者。通过计算机辅助电话采访（CATI）收集主要数据。实现了622名受访者的最终分布式样本。使用试验研究的数据进行可靠性和有效性测试。使用描述性统计，因子分析，相关性和回归分析进行分析数据。结果表明，互动正义与恢复满意度具有积极和统计学的关系。这意味着采用互动司法策略来解决服务故障积极影响客户对服务恢复的评估。结果进一步表示，当公司申请互动司法战略来缓解与服务失败相关客户的负面影响，客户愿意原谅并继续光顾业务。该研究建议经理应设计有效的互动策略和培训员工，了解如何妥善实施它们以确保恢复满意度。此外，建议制定政策制定者将开发运营商的服务失败补救系统的准则纳入互动司法要素。

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