{"id":"https://openalex.org/W2886539719","doi":"https://doi.org/10.4018/ijssmet.2018100105","title":"Service Recovery, Perceived Fairness, and Customer Satisfaction in the Telecoms Sector in Ghana","display_name":"Service Recovery, Perceived Fairness, and Customer Satisfaction in the Telecoms Sector in Ghana","publication_year":2018,"publication_date":"2018-08-01","ids":{"openalex":"https://openalex.org/W2886539719","doi":"https://doi.org/10.4018/ijssmet.2018100105","mag":"2886539719"},"language":"en","primary_location":{"id":"doi:10.4018/ijssmet.2018100105","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijssmet.2018100105","pdf_url":null,"source":{"id":"https://openalex.org/S149715497","display_name":"International Journal of Service Science Management Engineering and Technology","issn_l":"1947-959X","issn":["1947-959X","1947-9603"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Service Science, Management, Engineering, and Technology","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5049089230","display_name":"Masud Ibrahim","orcid":"https://orcid.org/0000-0003-4229-2956"},"institutions":[{"id":"https://openalex.org/I115592961","display_name":"Jiangsu University","ror":"https://ror.org/03jc41j30","country_code":"CN","type":"education","lineage":["https://openalex.org/I115592961"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Masud Ibrahim","raw_affiliation_strings":["Jiangsu University, Zhenjiang, China"],"raw_orcid":"https://orcid.org/0000-0003-4229-2956","affiliations":[{"raw_affiliation_string":"Jiangsu University, Zhenjiang, China","institution_ids":["https://openalex.org/I115592961"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5077572173","display_name":"Ssendiwal Abdallahamed","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ssendiwal Abdallahamed","raw_affiliation_strings":["Reckon Concepts LLC, Kampala, Uganda"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Reckon Concepts LLC, Kampala, Uganda","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5008629229","display_name":"Diyawu Rahman Adam","orcid":null},"institutions":[{"id":"https://openalex.org/I91465866","display_name":"Garden City University College","ror":"https://ror.org/05s76vp15","country_code":"GH","type":"education","lineage":["https://openalex.org/I91465866"]}],"countries":["GH"],"is_corresponding":false,"raw_author_name":"Diyawu Rahman Adam","raw_affiliation_strings":["Garden City University College, Kumasi, Ghana"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Garden City University College, Kumasi, Ghana","institution_ids":["https://openalex.org/I91465866"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":7.5534,"has_fulltext":false,"cited_by_count":34,"citation_normalized_percentile":{"value":0.96697927,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":91,"max":99},"biblio":{"volume":"9","issue":"4","first_page":"73","last_page":"89"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9914000034332275,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9908000230789185,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.7383840084075928},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.7188677191734314},{"id":"https://openalex.org/keywords/service-recovery","display_name":"Service recovery","score":0.6853679418563843},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.6070764064788818},{"id":"https://openalex.org/keywords/extant-taxon","display_name":"Extant taxon","score":0.5799896717071533},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.5596731901168823},{"id":"https://openalex.org/keywords/mobile-phone","display_name":"Mobile phone","score":0.5563802719116211},{"id":"https://openalex.org/keywords/sample","display_name":"Sample (material)","score":0.5365718603134155},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5229945182800293},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.48720163106918335},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.45772725343704224},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.4560612738132477},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.4421314299106598},{"id":"https://openalex.org/keywords/mobile-service","display_name":"Mobile service","score":0.44090718030929565},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.3005260229110718},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.07767859101295471},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.07422113418579102}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7383840084075928},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7188677191734314},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.6853679418563843},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6070764064788818},{"id":"https://openalex.org/C178300618","wikidata":"https://www.wikidata.org/wiki/Q1898509","display_name":"Extant taxon","level":2,"score":0.5799896717071533},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5596731901168823},{"id":"https://openalex.org/C2777421447","wikidata":"https://www.wikidata.org/wiki/Q17517","display_name":"Mobile phone","level":2,"score":0.5563802719116211},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.5365718603134155},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5229945182800293},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.48720163106918335},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.45772725343704224},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4560612738132477},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4421314299106598},{"id":"https://openalex.org/C2780559388","wikidata":"https://www.wikidata.org/wiki/Q1247189","display_name":"Mobile service","level":3,"score":0.44090718030929565},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.3005260229110718},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.07767859101295471},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.07422113418579102},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C78458016","wikidata":"https://www.wikidata.org/wiki/Q840400","display_name":"Evolutionary biology","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/ijssmet.2018100105","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijssmet.2018100105","pdf_url":null,"source":{"id":"https://openalex.org/S149715497","display_name":"International Journal of Service Science Management Engineering and Technology","issn_l":"1947-959X","issn":["1947-959X","1947-9603"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Service Science, Management, Engineering, and Technology","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jssmet:v:9:y:2018:i:4:p:73-89","is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJSSMET.2018100105","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/17","score":0.5199999809265137,"display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":36,"referenced_works":["https://openalex.org/W20794114","https://openalex.org/W1555169240","https://openalex.org/W1560880354","https://openalex.org/W1569978510","https://openalex.org/W1596833282","https://openalex.org/W1970718009","https://openalex.org/W1983415385","https://openalex.org/W1983851608","https://openalex.org/W1995561053","https://openalex.org/W2005738369","https://openalex.org/W2006472283","https://openalex.org/W2025926893","https://openalex.org/W2027759822","https://openalex.org/W2027809227","https://openalex.org/W2031638089","https://openalex.org/W2035679639","https://openalex.org/W2035851973","https://openalex.org/W2038343491","https://openalex.org/W2041210937","https://openalex.org/W2048809035","https://openalex.org/W2064180461","https://openalex.org/W2065517342","https://openalex.org/W2066269982","https://openalex.org/W2078492393","https://openalex.org/W2079487396","https://openalex.org/W2081696973","https://openalex.org/W2092836187","https://openalex.org/W2143440504","https://openalex.org/W2325102231","https://openalex.org/W2507983062","https://openalex.org/W2591986789","https://openalex.org/W2606301176","https://openalex.org/W2617119604","https://openalex.org/W2743189472","https://openalex.org/W3037229824","https://openalex.org/W4235243957"],"related_works":["https://openalex.org/W2590792952","https://openalex.org/W1973295013","https://openalex.org/W2348240852","https://openalex.org/W3017160372","https://openalex.org/W1568279584","https://openalex.org/W3011215506","https://openalex.org/W2359718607","https://openalex.org/W2295479703","https://openalex.org/W2385901836","https://openalex.org/W1561149111"],"abstract_inverted_index":{"This":[0],"article":[1,17,81],"seeks":[2],"to":[3,83],"explore":[4],"service":[5,11,48,75,87],"recovery":[6,49,76,88],"strategies":[7],"adopted":[8],"by":[9],"mobile":[10,35],"providers":[12],"operating":[13],"in":[14,38],"Ghana.":[15,39],"The":[16,40,80],"adopts":[18],"a":[19,43,71],"quantitative":[20],"approach":[21],"design.":[22],"A":[23],"sample":[24],"size":[25],"of":[26,54,60],"384":[27],"respondents":[28],"was":[29],"used":[30],"for":[31],"this":[32],"study":[33,41,68],"comprising":[34],"phone":[36],"subscribers":[37],"revealed":[42],"significant":[44],"positive":[45,72],"relationship":[46],"between":[47,74],"based":[50],"on":[51,86],"firm's":[52,57],"understanding":[53],"customer":[55,61,64,78],"complaints,":[56],"fair":[58],"treatment":[59],"complaints":[62],"and":[63,77],"satisfaction.":[65,79],"Furthermore,":[66],"the":[67],"also":[69],"found":[70],"correlation":[73],"contributes":[82],"extant":[84],"literature":[85],"from":[89],"developing":[90],"country":[91],"perspective.":[92]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":7},{"year":2021,"cited_by_count":14},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":3}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}
