<p>Service failure is inevitable, leading to the provision of a recovery method by companies to overcome customer mistrust, that creates certain emotions. This research, therefore, aims to examine the indirect effect of customer emotion on trust and service recovery mediated by satisfaction. Data were obtained from 104 participants that read the vignette on service failure and recovery. This study used the data analysis of Process Hayes to measure the role of mediation. The result showed that customer satisfaction moderated the indirect effect between emotion and trust after service failure. In addition, cognitive appraisal theory supports the interactional and procedural process used to provide positive judgment. The implication of this study is useful for companies to minimize the possibility of service failure and provide recovery in order to maintain customer trust.</p>
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
Xsia21.xSIA.app was a digital archive system that simplified the lecturer in conducting, verifying and analysing the test result. The paperless method aimed to facilitate the participants to perform an examination without paper and pencil and for the lecturer to check the result as well. The participants in this study were 35 students. Participants filled four kinds of online assessment are questionare of paperless method, questionare of interview subject scale, true false test and multiple choice test. Test analysis used descriptive technique in xSIA web. The result of this study showed that positive responses enabled the participants show their positive emotion, share their opinion each other, receive the new experiences and represent their high interest. In addition, online test provided time efficiency and attractive design. The result of online test illustrated high score for most participants and proved that online test in Interview Subject offer a lot of advantages, either for students or lecturer.
Nowadays, the organization can be called a boundaryless organization, as moving from one organization to another and from one place to another is inevitable. In this regard, understanding the condition and characteristics of a society and culture is a must for a leader. A leader, especially a change leader, has to understand the culture, as he or she has to influence subordinates to follow the organization's objectives, without employees' commitment and support, the organizational change will be hard to achieve. Meanwhile, Indonesia consists of thousands of islands with various ethnics and cultures, making Indonesia a very diverse country, which then makes a leader should have an understanding of the characteristics of the people in the organization. The ethnic of Bugis-Makassar is the majority of the ethnic who stay in Makassar city. This study uses a qualitative approach with FGD as the tool in data collection. The number of participants is 30. The results show that the majority of the participants prefer to have a leader with the role of Coach compared with the other two roles. This result is expected to have contributed to the change leader that will be assigned in the organization with the majority of people from Bugis-Makassar.
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