PENGARUH SERVICE FAILURE SEVERITY DAN RECOVERY FAIRNESS TERHADAP CONSUMER FORGIVENESS DAN REPURCHASE INTENTION LAYANAN GO-RIDE DARI GO-JEK INDONESIA

• Main Author: ENGGAR DWI WANDASARI
• Format: Theses and Dissertations NonPeerReviewed
• Language: Indonesian; Indonesian; Indonesian; Indonesian; Indonesian; Indonesian; Indonesian; Indonesian; Indonesian; Indonesian
• Published: 2020
• Subjects: H Social Sciences; HB Economic Theory; HC Economic History and Conditions
• Online Access: http://repository.unair.ac.id/97329/1/1.%20HALAMAN%20JUDUL%20.pdf; http://repository.unair.ac.id/97329/2/2.%20ABSTRAK%20.pdf; http://repository.unair.ac.id/97329/3/3.%20DAFTAR%20ISI%20.pdf; http://repository.unair.ac.id/97329/4/4.%20BAB%201%20.pdf; http://repository.unair.ac.id/97329/5/5.%20BAB%202%20.pdf; http://repository.unair.ac.id/97329/6/6.%20BAB%203%20.pdf; http://repository.unair.ac.id/97329/7/7.%20BAB%204%20.pdf; http://repository.unair.ac.id/97329/8/8.%20BAB%205%20.pdf; http://repository.unair.ac.id/97329/9/9.%20DAFTAR%20PUSTAKA%20.pdf; http://repository.unair.ac.id/97329/10/10.%20LAMPIRAN%20.pdf; http://repository.unair.ac.id/97329/; http://lib.unair.ac.id
• Institution: Universitas Airlangga

Penelitian ini bertujuan untuk meneliti pengaruh service failure severity dan recovery fairness (distributive justice, procedural justice, dan interactional justice) terhadap consumer forgiveness dan repurchase intention pada perusahaan penyedia layanan teknologi dibidang transportasi online yait...