Nugroho, Adrian
Prosiding Seminar Nasional Pakar

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ANTESEDEN DAN KONSEKUENSI DARI PERCEIVED SERVICE RECOVERY Nugroho, Adrian; Pratomo, Luki Adiati
Prosiding Seminar Nasional Pakar Prosiding Seminar Nasional Pakar 2019 buku II
Publisher : Prosiding Seminar Nasional Pakar

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Abstract

This study aims to examine the effect of Involvement, Expectations, Fear ofrelationship loss, Feedback and Forgiveness on Perceived Service Recovery,and the influence of Perceived service recovery on Satisfaction.The researchdesign used is hypothesis testing research. The sample used was 293respondents who used a mobile provider for more than one year, hadexperienced service failure and had received service recovery from the provider.The sampling technique used was purposive sampling. The results show thatExpectations, Fear of relationship loss, Feedback, Forgiveness have positiveinfluences on Perceived Service Recovery but Involvement did not, andPerceived Service Recovery has a positiveimpact on Satisfaction.