PENGARUH PERSEPSI KEADILAN PADA KEPUASAN PEMULIHAN DAN NIAT KONSUMEN BERPERILAKU DALAM KONTEKS KEGAGALAN LAYANAN: Studi Eksperimen Terhadap Konsumen Pengadu dan Bukan-Pengadu

PENGARUH PERSEPSI KEADILAN PADA KEPUASAN PEMULIHAN DAN NIAT KONSUMEN BERPERILAKU DALAM KONTEKS KEGAGALAN LAYANAN: Studi Eksperimen Terhadap Konsumen Pengadu dan Bukan-Pengadu

This study examines the model of consumer perceptions of service recovery in the context of service failure. Adopting the concept of justice theory, this study is to investigate the influence of perceived justice and its impact on recovery satisfaction. Furthermore, the study evaluates the influence...

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Bibliographic Details
Main Authors: , Jeanne Ellyawati, , Prof. Dr. Basu Swastha Dharmmesta, MBA.
Format: Theses and Dissertations NonPeerReviewed
Published: [Yogyakarta] : Universitas Gadjah Mada 2013
Subjects:
ETD
Online Access:https://repository.ugm.ac.id/119764/
http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=59768
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Institution: Universitas Gadjah Mada

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https://repository.ugm.ac.id/119764/
http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=59768

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