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UEU » Journal » Magister Manajemen Posted by [email protected] at 30/06/2021 18:56:02 • 491 Views
THE PERCEPTION EFFECT OF JUSTICE, RECOVERY DISCONFIRMATION, AND RECOVERY SATISFACTION TO POSITIVE WORD OF MOUTH
(IN THE HOTEL SERVICE)Created by :
Fakhrudin ( 20180103184 ) Rhian Indradewa ; Tantri Yanuar R Syah ; Diana Fajarwati
Subject: | KONSUMEN KEPUASAN | Alt. Subject : | HOTEL CONSUMER SERVICES | Keyword: | Bisnis Kuliner Layanan |
Alt. Description
The main key of the existence service provider or hotel is a consumer service. Therefore, hotels must be able to
improve good service and quality to consumers to improve a good a good relationship between service providers
with consumers. A business that is engaged in hotels, especially hotels, cannot be denied that competition
between business people is getting tougher. Thus, in this study aimed to obtain value from the effect of the
perception customer justice perception on Positive Word of Mouth through mediators such as recovery
confirmation and inconsistency between expectations for recovery performance also recovery satisfaction.
Anchored within the framework of the theory of justice theory and the theory of hope disconfirmation. The result
shows a restoration of confirmation over, customer satisfaction is a form of a restoration of justice with T-value
received by consumers to give confidence back to consumers who feel disappointed about the services
performed by service providers or hotels. Thus, the disappointment forms of experienced by consumers will
recover if service providers or hotels improve their services. In addition, a consumer feels satisfied and will
make good statements about the hotel
Date Create | : | 30/06/2021 | Type | : | Text | Format | : | pdf | Language | : | Indonesian | Identifier | : | UEU-Journal-11_1573 | Collection ID | : | 11_1573 |
Source : Journal of Multidisciplinary Academic Vol. 5, No. 2, 2021
Relation Collection: Civitas Akademika Universitas Esa Unggul
Coverage : Fakultas Ekonomi dan Bisnis
Rights : @2021 Perpustakaan Universitas Esa Unggul
Publication URL : https://digilib.esaunggul.ac.id/the-perception-effect-of-justice-recovery-disconfirmation-and-recovery-satisfaction-to-positive-word-of-mouth-in-the-hotel-service-20544.html
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