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"ABSTRAKPenelitian ini bertujuan untuk menjawab inkonklusi mengenai eksistensi paradoks pemulihan layanan (service recovery paradox), khususnya pada layanan maskapai penerbangan di Indonesia. Paradoks pemulihan layanan pada penelitian ini akan diukur menggunakan tingkat kepuasan akhir dan intensi pembelian kembali (repurchase intention) dari pelanggan. Sementara itu, dimensi layanan dan tingkat keparahan kegagalan menjadi faktor penentu suatu paradoks. Desain eksperimen yang terbagi menjadi 2 studi dilakukan terhadap 600 partisipan mahasiswa/I, partisipan akan dibagi secara acak kepada masing-masing skenario manipulasi. Pengujian terhadap hipotesis menggunakan analysis of variance dan Tukey test.Hasil dari penelitian ini menunjukan bahwa dimensi layanan (service dimension) mempengaruhi persepsi pelanggan terhadap pemulihan yang diberikan oleh penyedia jasa. Kegagalan pada dimensi proses (process dimension) dari suatu layanan lebih mudah untuk dipulihkan dibandingkan kegagalan pada dimensi hasil (outcome dimension). Selain itu, tingkat keparahan kegagalan layanan (service failure severity) juga menjadi faktor penentu terbentuknya paradoks, kegagalan dengan tingkat keparahan yang tinggi akan memberikan dampak negatif yang tidak mampu diatasi oleh pemulihan superior sekalipun.

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ABSTRACT

This research is primarily aimed to answer the inconclusiveness issue on the service recovery paradox, particularly in Indonesia?s airline services. For that purpose, the service recovery paradox will be measured based on the customer satisfaction and their repurchase intention level. Meanwhile, service dimension and service failure severity act as an impact in shaping the paradox. The experiment comprises of 2 (two) studies with a sample of 600 college students, that was divided randomly into scenarios. The experiment applies 2 (two) methods of data analysis, namely analysis of variance and tukey test.

Based on the final result, it is found that the service dimensions do bring significant influences toward customer perception to the service recovery. During service consumption, failure on the process dimension is believed to be relatively easier to recover than the one occurring on the outcome dimension. In addition, the level of service failure severity also appears to be another significant factor in shaping the paradox, in which a severe failure may bring fatal impacts that no recovery activity can remedy."

"Munculnya Low Cost Airlines dan skema pengurangan biaya merupakan ancaman besar bagi Full Service Airlines yang menyediakan layanan unggul. Low Cost Airlines mengubah pola harga pasar penerbangan dengan menetapkan harga rendah yang berakibat pada penghapusan layanan tambahan. Penelitian-penelitian terdahulu telah menyelidiki alasan orang-orang memilih Full Service Airline dibanding Low Cost Airline atau sebaliknya. Penelitian ini mencoba untuk memprediksi kepuasan dan intensi perilaku dari penumpang full service dan low cost airlines dengan menguji peranan value for money nilai uang, kualitas layanan, dan citra maskapai penerbangan. Structural Equation Modeling dengan menggunakan Partial Least Square digunakan untuk menguji pengaruh nilai uang, kualitas layanan, dan citra maskapai penerbangan terhadap kepuasan pelanggan dan intensi perilaku mereka.Hasil penelitian menunjukkan bahwa untuk penumpang full service airlines, kualitas layanan memainkan peran penting untuk mempengaruhi intensi perilaku, sedangkan untuk penumpang low cost airlines, nilai uang yang dirasakan lebih dipentingkan. Namun, pengaruh nilai uang dan kualitas layanan tidak bisa secara langsung memprediksi intensi perilaku penumpang. Melainkan, intensi perilaku dari penumpang full service dan low cost airlines dapat dicapai melalui jalur kronologis kualitas layanan/nilai uang- kepuasan pelanggan-citra maskapai penerbangan-intensi perilaku.

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The emergence of Low Cost Airlines and their cost reduction schemes is a major threat to Full Service Airlines that are driven by superior services. Low Cost Airlines changed the price pattern of airline market by setting a low price which results in eliminating additional services. There has been research investigating the reasons of people choosing Full Service Airline over Low Cost Airline or vice versa. This research attempts to predict satisfaction and behavioral intentions of full service and low cost airline passengers by examining the role of value for money, service quality, and airline image. Structural Equation Modeling by Partial Least Square was employed to test the effect of value for money, service quality, and airline image on customer satisfaction and their behavioral intentions.

Results revealed, for full service airline passengers, service quality plays an important role to affect behavioral intentions, whereas for low cost airline passengers, perceived value for money is more concerned. However, the influence of value for money and service quality cannot directly predict the passengers rsquo behavioral intentions. Instead, the behavioral intentions of full service and low cost airline passengers can be achieved through the chronological path of service quality value for money customer satisfaction airline image behavioral intentions."

"In a tight market, your most powerful growth engine?and your best protection from competitive inroads?is this: put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become ?walking billboards? who will happily promote your brand."

"Let?s face it, dealing with customers isn?t easy. They aren?t always right?or even pleasant?but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations.Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers."

"Perumusan masalah penelitian ini adalah menelaah bagaimana hubungan relasional antara nasabah dengan perusahaan asuransi dapat mempengaruhi usaha pemulihan layanan. Penelitian mengacu pada penelitian Hess et al (2003) yang mengembangkan suatu model dimana menjelaskan mengenai pengaruh hubungan relasional terhadap kepuasan setelah teljadi kegagalan layanan. Model ini memperlihatkan bahwa nasabah yang berkeinginan unluk memiliki hubungan yang berkelanjutan akan mengharapkan usaha pemulihan yang tinggi. Sejalan dengan expectancy-disconfirmation paradigm semakin tinggi harapan atas usaha pemulihan yang dilakukan perusahaan asuransi maka akan semakin rendah tingkat kepuasan nasabah setelah terjadi pemulihan layanan (Oliver 1980; Tse dan Wilson 1988).Hasil penelitian memberikan implikasi manfaat bagi teori mengenai hubungan relasional, kegagalan layanan dan kepuasan nasabah setelah usaha pemulihan. Penelitian ini mengungkapkan bahwa harapan nasabah untuk mengembangkan hubungan relasional yang berkelanjutan harus diimbangi dengan usaha perusahaan atas pemulihan layanan setelah terjadi kegagalan layanan.Key point-nya adalah bila perusahaan menginginkan hubungan yang berkelanjutan dengau nasabah, maka strategi usaha pemulihan harus disesuaikan dengan jenis kegagalan layanan yang teljadi. Kecepatan, kesigapan, memperbaiki masalah, permintaan maaf sampai kemudahan pengajuan klaim dalam satu atap menjadi hal yang diutamakan oleh nasabah.

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This research investigates how customer relationship with insurance company affects customer satisfaction after recovery performance. Our conceptual model is inspired by previous research by Hess et al (2003), which proposed that customer relationship will shape expectation on recovery after service failure. Customers whom expect to have longer relationship will also be expecting greater and equal service recovery.

The empirical results showed that customer with higher expectation of relationship continuity had lower satisfaction with organization. Consistent to expectancy-disconfirmation paradigm, the higher customer?s recovery expectations are, the lower satisfaction with the organization (Oliver 1980; Tse et al 1988).

The customer?s recovery expectations were associated with satisfaction and service performance after recovery. These appear to be key point by which relationship will affect service organization performance recovery when service failures occur."

"Persaingan yang ketat dalam industri penerbangan di Indonesia membuat perusahaan berlomba untuk bertahan. Berbagai upaya dilakukan untuk mempertahankan loyalitas konsumen di tengah banyaknya pilihan maskapai penerbangan yang tersedia. Perusahaan melakukan kegiatan sosial dalam bentuk CSR sebagai strategi pemasaran. Upaya tersebut dapat mendukung keberlanjutan, meningkatkan citra perusahaan, dan memperkuat loyalitas pelanggan. Namun, mengandalkan kegiatan sosial saja tidak cukup untuk meningkatkan loyalitas pelanggan. Dalam industri penerbangan yang sangat kompetitif, maskapai juga harus fokus pada kegiatan bisnis yang berhubungan dengan pelanggan, yang dipengaruhi oleh kualitas layanan. Oleh karena itu, penelitian ini bertujuan untuk meneliti pengaruh kegiatan sosial dalam bentuk corporate social responsibility dan kegiatan bisnis dalam bentuk service quality terhadap citra perusahaan, kepuasan pelanggan, dan loyalitas pelanggan dari maskapai penerbangan di Indonesia. Penelitian ini menggunakan pendekatan kuantitatif, melalui penyebaran kuesioner secara online dan purposive sampling kepada 319 responden. Data diolah menggunakan perangkat lunak SPSS dan SmartPLS untuk uji hipotesis dengan metode analisis Structural Equation Modeling (SEM) dengan pendekatan Partial Least Square (PLS). Dari 27 hipotesis, terdapat 20 hipotesis yang diterima dengan hasil yang menyatakan bahwa terdapat hubungan langsung yang lebih besar antara kualitas layanan terhadap citra perusahaan, kepuasan pelanggan, dan loyalitas pelanggan dibandingkan dengan CSR perusahaan. Diantara kegiatan CSR yang dilakukan oleh perusahaan, elemen safety responsibility paling berpengaruh. Selain itu, didapatkan juga pengaruh mediasi dari citra perusahaan dan kepuasan pelanggan. Penelitian ini memberikan kontribusi kepada praktisi bisnis industri maskapai penerbangan di Indonesia untuk dapat mempertahankan konsumen melalui kegiatan yang harus dilakukan oleh perusahaan di tengah ketatnya persaingan.

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To stay ahead in the competitive airline industry various efforts are done to maintain consumer loyalty amidst the numerous airline options available. Companies engage in social activities in the form of CSR as a marketing strategy. These efforts can support sustainability, enhance corporate image, and strengthen customer loyalty. However, relying solely on social activities is not enough to boost customer loyalty. In such a highly competitive aviation industry, airlines must also focus on business activities related to customers, which are influenced by service quality. Therefore, this study aims to examine the impact of social activities in the form of corporate social responsibility and business activities in the form of service quality on corporate image, customer satisfaction, and customer loyalty of airlines in Indonesia. This research uses a quantitative approach, distributing questionnaires online and employing purposive sampling to 319 respondents. The data is processed using SPSS and SmartPLS software to test hypotheses with the Structural Equation Modeling (SEM) analysis method using the Partial Least Square (PLS) approach. Out of 27 hypotheses, 20 were accepted, indicating a stronger direct relationship between service quality and corporate image, customer satisfaction, and customer loyalty compared to the company's CSR. Among the CSR activities conducted by companies, safety responsibility has the most significant impact. Additionally, the mediating influence of corporate image and customer satisfaction was also identified. This study contributes to business practitioners in the Indonesian aviation industry to retain customers through activities that companies must take amid fierce competition."

"First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to: * handle irate customers * end those ""endless"" calls * take meaningful messages * handle conference calls and transfer calls * screen calls and ask focused questions * use the phone during emergencies * improve their voice effectiveness With worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service."

"Penelitian ini membahas mengenai kualitas layanan Perpustakaan Mahkamah Agung Republik Indonesia kepada para pemustakanya dalam tiga dimensi Libqual yaitu Dampak Layanan, Pengawasan Informasi dan Perpustakaan Sebagai Tempat. Tujuan penelitian ini adalah untuk mengetahui secara jelas kualitas layanan yang diberikan oleh Perpustakaan Mahkamah Agung Republik Indonesia kepada para pemustakanya dilihat dari tiga dimensi Libqual. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survai. Hasil dari penelitian ini adalah kualitas layanan pada Perpustakaan Mahkamah Agung Republik Indonesia berada dalam katagori baik pada ketiga dimensi dalam Libqual. Hasil penelitian ini menyarankan bahwa perpustakaan harus terus meningkatkan kualitas layanannya terlebih pada bagian informasi koleksibaru dan jurnal elektronik.

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This study discusses the service quality of Mahkamah Agung Republik Indonesia Library using the Libqual dimensions. Service quality measurement is based on three Libqual dimensions. They are Affect of Service, Information Control, Library as Place. The purpose of this study is to determine the level of service quality in Mahkamah Agung Republik Indonesia Library based on three dimensions of Libqual. This research uses quantitative approach with survey method. The results of this research reveal that service quality of Mahkamah Agung Republik Indonesia Library is good for three dimension of Libqual. The results of this research suggest that the library should improve its existing service quality to be even better. One thing that should be concerned to the information about new collection and online journal."

""The only book you need to raise customer service to a world-class level--from bestselling author and leadership guru Ken Blanchard Written as an entertaining customer-service "parable," I Care--Do You? offers an easy-to-implement model based on the importance of caring for both internal and external customers. Ideal for both managers seeking to raise the level of their employees, as well as self-driven customer service professionals, this powerful guide combines practical advice with the rationale behind it to increase customer loyalty through sincere customer care.Ken Blanchard is Chief Spiritual Officer of The Ken Blanchard Companies, a global management training and consulting firm he cofounded in 1979. Victoria Halsey is Vice President of Applied Learning for The Ken Blanchard Companies. Kathy Cuff is a Senior Consulting Partner for The Ken Blanchard Companies"-"

"Skripsi ini membahas tentang pengaruh service failure severity service recovery justice dan perceived switching costs terhadap customer loyalty di wilayah Jabodetabek Penelitian ini berhasil mengumpulkan 157 responden dan menguji hubungan antar variabel yang diobservasi Metode pengolahan data dalam penelitian ini menggunakan Structural Equation Modeling.Hasil penelitian ini menunjukkan bahwa distributive justice interactional justice dan perceived switching costs memiliki hubungan positif terhadap customer loyalty Selain itu hasil penelitian menunjukkan distributive justice dan interactional justice mempengaruhi hubungan service failure severity dan customer loyalty.

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This research aims to study the relationship of service failure severity service recovery justice and perceived switching costs with customer loyalty in Jabodetabek area This research succeeded to collect 157 respondents and examine the relationship between the observed variables Methods used to process the data on this research is by using the Structural Equation Modeling.

The results of research shows that distributive justice interactional justice and perceived switching costs is positively related to customer loyalty Moreover the results of research shows that distributive justice and interactional justice affects the relations service failure severity and customer loyalty."