Article Per Year (5 Year)
p-Index From 2019 - 2024
0.408
P-Index
This Author published in this journals
All Journal Jurnal Manajemen dan Kewirausahaan
Nurul Hidayati
Psychology Faculty, Universitas Negeri Makassar A.P. Pettarani Street, Makassar, 90222, South Sulawesi, Indonesia
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
APOLOGY AND COMPENSATION STRATEGY ON CUSTOMER FORGIVENESS AND NEGATIVE WORD OF MOUTH Resekiani Mas Bakar; Nurul Hidayati; Inastuti Retno Giffani
Jurnal Manajemen dan Kewirausahaan Vol. 21 No. 1 (2019): MARCH 2019
Publisher : Management Study Program, Faculty of Business and Economics, Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (481.325 KB) | DOI: 10.9744/jmk.21.1.41-50

Abstract

The service provider could not totally guarantee the service process without any failure at all. This study aims to measure the influence of service recovery strategy towards customer forgiveness and negative word-of-mouth (WOM) as the effect of service failure. The service recovery strategy is performed in three types of vignette: apology, compensation, and apology-compensation. Vignette was given to 94 participants who have encountered service of airline. The result of ANOVA shows that apology compensation achieves the highest score relates to forgiveness. The interesting result of this study shows that even the customers forgive the service provider due to the service failure they did, this cannot diminish the intention of negative WOM. This study offers an implication to the company in order to pay attention regarding the compensation and the spread of negative WOM to the other customers
Co-Authors Bakar, Resekiani Mas Hadi Nasbey Inastuti Retno Giffani