Lion Air was chosen by the public as an airline because of its lower fares compared to other airlines. However, Lion Air also often creates problems in terms of service, namely passenger displacement due to delay. With a negative emotional experience will have an effect on reputation decline, due to electronic word of mouth by consumers who are dissatisfied with the service. This type of research uses quantitative methods. The population of this research is all consumers who have used Lion Air transportation services with a sample of 100 respondents. The data collection method uses purposive sampling method. Technical analysis using SMART PLS 3.0 consists of three types, namely instrument testing, prerequisite tests, and hypothesis testing. The results showed that consumer satisfaction is influenced by emotional experience, E-Wom is influenced by emotional experience, reputation is not influenced by emotional experience, loyalty is not influenced by customer satisfaction, E-Wom is influenced by customer satisfaction, reputation is influenced by consumer satisfaction, Loyalty is influenced by Reputation, Reputation is influenced by E-Wom, and Loyalty is also influenced by E-Wom.

<p class="Abstract">This study aims to determine the succession planning that will be done on family-based company. Family Owned Enterprise (FOE). Subjects In this study used 3 companies that are large-scale enterprises, companies in the medium scale, and companies on a small scale. The company is used as a research subject because this family oriented bussines will face the first succession planning process to a successor candidate who is not from a family member. The purpose of this study is to know in further examine the factors in succession to prospective successors who are not from family members.</p><p><strong><em>Keywords: </em></strong><em> S</em><em>uccession</em><em>, Family Oriented Business</em></p>

AbstrakPengalaman emosional yang negatif akan berpengaruh pada penurunan reputasi, dikarenakan electronic word of mouth yang dilakukan oleh konsumen yang tidak puas akan layanan tersebut. Penelitian ini menggunakan metode kuantitatif. Populasi penelitian adalah konsumen yang pernah menggunakan jasa transportasi Lion Air dengan sampel berjumlah 100 responden. Teknis analisis menggunakan SMART PLS 3.0 terdiri atas tiga macam, yaitu uji instrumen, uji prasyarat, dan uji hipotesis. Hasil penelitian menunjukkan bahwa kepuasan konsumen dipengaruhi oleh pengalaman emosional, e-Wom dipengaruhi oleh pengalaman emosional, reputasi tidak dipengaruhi oleh pengalaman emosional, loyalitas tidak dipengaruhi oleh kepuasan konsumen, e-Wom dipengaruhi oleh kepuasan konsumen, reputasi dipengaruhi oleh kepuasan konsumen, loyalitas dipengaruhi oleh reputasi, reputasi dipengaruhi oleh e-Wom, dan loyalitas dipengaruhi oleh e-Wom. Kata Kunci: pengalaman emosional, e-Wom, kepuasan konsumen, reputasi, loyalitas.

Penelitian ini bertujuan menguji pengaruh kualitas pelayanan transportasi publik (P-Transqual) terhadap kepuasan konsumen penumpang Kereta Api Commuter Line. Obyek penelitian adalah kualitas pelayanan yang terdiri dari personil, kenyamanan, bukti fisik dan keandalan sebagai variabel independen, serta kepuasan konsumen sebagai varibel dependen. Populasi penelitian ini adalah seluruh pengguna kereta api Commuter Line, dengan sampel sejumlah 389 responden. Teknis analisis yang digunakan adalah uji instrumen, uji prasyarat, dan uji hipotesis. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif dan signifikan personil, kenyamanan, bukti fisik dan keandalan dari kualitas pelayanan terhadap kepuasan konsumen KRL Commuter Line secara parsial maupun simultan. Kesimpulannya kepuasan konsumen Kereta api Commuter Line sangat dipengaruhi oleh kualitas pelayanan transportasi publik (P-Transqual). Diharapkan Pemerintah mengutamakan faktor kenyamanan sehingga para penumpang merasa aman ketika berada di Commuter Line dan petugas keamanan patut dipertahankan.

According to PWC (2015), almost 80% family businesses in Indonesia have non-working family member shareholders. Furthermore, Susenas (2017) projected millenial generation in next five years will increase significantly and reach the peak 34% of population.  To cope these challanges, executives need adoption process to become more professional in business operations while recruiting and retaining qualified employees. This research aim to measure the antesedan of family business for instance; organization culture, empoloyee engagement ,ogranizational justice, loyalty. Sample was collected as much 288 selected through purposive sampling method in order to given closed questionarries using likert scale. As a result, organizational culture had impact to employee engagement whereas organizational culture not affected organizational justice, Therefore employee engagement and organizational justice has affected employee loyalty respectivly. Moreover this research reflect new horizons, such as: work autonomy, flexible work arrangements to finding new study of millenial behaviour while HR recuruiting or maintaining employee