ANTESEDEN DAN KONSEKUENSI DARI PERCEIVED SERVICE RECOVERY

Adrian Nugroho, Luki Adiati Pratomo

Abstract


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


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