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All Journal PROSIDING SEMINAR NASIONAL JURNAL MANAJEMEN DAN AKUNTANSI Value: Jurnal Manajemen dan Akuntansi JMB : Jurnal Manajemen dan Bisnis Dimasejati: Jurnal Pengabdian Kepada Masyarakat Swadaya: Indonesian Journal of Community Empowerment BAKTIMU : Jurnal Pengabdian Kepada Masyarakat Journal Of Economic Sciences (Ekuisci) Journal of Community Service (Abdisci)
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Fakultas Ekonomi, Universitas Muhammadiyah Cirebon
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Medicine & Pharmacology Public Health Social Sciences Veterinary Other

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Journal : JURNAL MANAJEMEN DAN AKUNTANSI

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PERAN EMOSI MEMEDIASI KEADILAN DISTRIBUTIF, PROSEDURAL DAN INTERAKSIONAL TERHADAP KEPUASAN PEMULIHAN LAYANAN -, badawi
JURNAL MANAJEMEN DAN AKUNTANSI Vol 1, No 1: April 2012
Publisher : JURNAL MANAJEMEN DAN AKUNTANSI

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Abstract: The research objectives were to analyze: the influence of distributive justice, procedural, and interactional, justice in handling customer complaints against emotions, the influence of negative emotions toward the satisfaction of handling customer complaints,  the influence of distributive justice, procedural, and interactional justice on the handling of complaints to the satisfaction of handling complaints, the customers’ negative emotions which reinforce the influence of distributive, procedural, and interactional justice toward satisfaction with service recovery. The respondents of this study were Rumah Makan customers who have a minimum of 5 experience service failure of 110 in amount. The data analysis technique used was Structural Equation Modeling (SEM). The results showed that distributive, procedural, and interactional justice had negative effect on emotions,  emotions can improve satisfaction with service recovery, distributive and procedural justice not significant effects on the satisfaction with service recovery.  Interactional justice had positive and significant effects on the satisfaction with service recovery, emotions may mediate the effect of justice to the satisfaction with service recovery. Key words: distributive, procedural and interactional justice, emotions and         satisfaction with service recovery.
ANTECEDENTS PENGEMBANGAN LOYALITAS PADA SERVICE RECOVARY MELALUI PERAN CUSTOMER TRUST -, BADAWI -
JURNAL MANAJEMEN DAN AKUNTANSI Vol 2, No 1 (2013): JURNAL MANAJEMEN DAN AKUNTANSI
Publisher : JURNAL MANAJEMEN DAN AKUNTANSI

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Abstract: This study aims to examine and analyze the mediating role of trust in the fairness of the development of customer loyalty. This research is a survey using a questionnaire given to the authorized service customer service in handling complaints (service recovery). A statistical technique used Structural Equation Modelling, individu analysis unit used the customers who have experienced or service recovery process a service vehicle two-wheeled motor Se-Cirebon region totaled 180 respondents. This study found that the justice handling complaints positive effect on trust Justice complaint against attitude and behavioral loyalty. Trust effect on behavioral loyalty and no effect on loyalty attitude. Mediates the effect of trust on loyalty justice grievance attitude and behavioral loyalty Key word: trust, justice, attitude loyality, behavior loyality
Co-Authors - Thamrin Abdul Muis Agus Irfan Ahadijat Otto All Mas Desiyanti Toba Arif Nurudin Choerunnisa Desy Lusiyana, Desy Eka Candra Prayitno Fida Nuraisyah Fitriyah Fitriyah Hanien Al Fauziyyah Harry Safari Hilyatul Afifah Jufri, Ali Leisy Leisy Lidya Nur Safitri Misnen Misnen Misnen Misnen Misnen Muhammad Arifin Muhammad Iqbal Manshur Nabilla Naurah Thifal Nining Rosinah Nur Alfasya Nazmatul Mu’ijah Nurbaeha Nurbaeha Retno Widyani Reza Budi Alam Syarief Prabowo Wiwi Hartati