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Hasil Pencarian

Ditemukan 1 dokumen yang sesuai dengan query
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Jeanne Ellyawati
Customers' response to service failure: an empirical study on Indonesian customers
" ABSTRACT
The purpose of this study is to identify customers' response to service failure. The response is about why some customers are likely to complain and others are not. This study adopts the concept of customer complaint behavior (CCB) with three-dimensional model: private response, voice response, and third party response. It is also identified the relationships between CCB and customers demographic backgrounds such age, gender and education backgrounds; and their complaining behaviors. Data were collected from ... "
Depok: Department of Management Faculty of Economics and Business, Universitas Indonesia, 2017
658 AMJ 9:1 (2017)
Artikel Jurnal  Universitas Indonesia Library