Abstract:
This study sought to explore service recovery strategies adopted by telecommunication companies operating in
Africa with Uganda Telecom as a case study. The study adopts a quantitative approach design. A sample size of
250 respondents was used for this study comprising 100 Uganda telecom Staff and 150 subscribers of Uganda
telecom in Kampala central business district. Findings of the study revealed a significant positive relationship
between service recovery based on firm’s understanding of customer complaints, firm’s fair treatment of
customer complaints and customer satisfaction. Furthermore, the study also found a positive correlation between
service recovery and customer satisfaction. The study contributes to extant literature on service recovery from
developing country perspective.
