Apology and Compensation: Impact on Customer Forgiveness and Negative Word-of-Mouth (WOM)

Apology and Compensation: Impact on Customer Forgiveness and Negative Word-of-Mouth (WOM)

The service provider cannot totally guarantee the service process without any failure at all. This study aimed to measure the influence of service recovery strategy towards customer forgiveness and negative word-of-mouth (WOM) as the effect of service failure. Service recovery strategy was performed...

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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/21234

Internet

http://puslit2.petra.ac.id/ejournal/index.php/man/article/view/21234

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