APOLOGY AND COMPENSATION STRATEGY ON CUSTOMER FORGIVENESS AND NEGATIVE WORD OF MOUTH

APOLOGY AND COMPENSATION STRATEGY ON CUSTOMER FORGIVENESS AND NEGATIVE WORD OF MOUTH

The service provider could not totally guarantee the service process without any failure at all. This study aims to measure the influence of service recovery strategy towards customer forgiveness and negative word-of-mouth (WOM) as the effect of service failure. The service recovery strategy is perf...

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Bibliographic Details
Main Authors: Resekiani Mas Bakar, Nurul Hidayati, Inastuti Retno Giffani
Format: Article
Language:English
Published: Petra Christian University 2019-03-01
Series:Jurnal Manajemen dan Wirausaha
Subjects:
Apology
compensation
forgiveness
negative word-of-mouth
service recovery strategy
Online Access:http://puslit2.petra.ac.id/ejournal/index.php/man/article/view/21603

Internet

http://puslit2.petra.ac.id/ejournal/index.php/man/article/view/21603

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