📅 25 November 2018
DOI: 10.36694/jimat.v9i2.164
PENGARUH STRATEGI PEMILIHAN PELAYANAN TERHADAP KEPERCAYAAN DAN KEPUASAN PELANGGAN
Jurnal Ilmu Manajemen dan Akuntansi Terapan
Sekolah Tinggi Ilmu Ekonomi Totalwin
📄 Abstract
Despite having been widely studied in traditional services, the effectof service recovery (SFR) on customer loyalty has received only limitedattention. This paper sets out to empirically test the following set ofhypotheses in an flight service. The paper is based on The paper is basedon online survey of actual customers of a flight service. This articleargues that perceptions of justice (distributive, procedural, andinteractional justice) in service recovery influence customer trust &satisfaction towards the service firm, which in turn affects customerloyalty. Customers’ trust and satisfaction in service providers wereproposed to mediate the relationship between perceived justice to servicerecovery efforts and subsequent loyalty intention.
ℹ️ Informasi Publikasi
Tanggal Publikasi
25 November 2018
Volume / Nomor / Tahun
Volume 9, Nomor 2, Tahun 2018
📝 HOW TO CITE
Jatmiko, Robby; Sugiharti, Sugiharti, "PENGARUH STRATEGI PEMILIHAN PELAYANAN TERHADAP KEPERCAYAAN DAN KEPUASAN PELANGGAN," Jurnal Ilmu Manajemen dan Akuntansi Terapan, vol. 9, no. 2, Nov. 2018.
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