Post-service recovery emotion and customer trust: The role of satisfaction as mediation

Bakar, Resekiani Mas; Damara, Zhafran Fadhil; Mansyur, Ahmad Yasser

doi:10.25105/jmpj.v13i1.5900

Cited by 4 publications

(5 citation statements)

References 39 publications

(50 reference statements)

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“…While the emotional aspect will usually accompany the purchase decision when consumers meet with some additional attributes embedded in the product. This additional attribute can be a beautiful design, a compelling colour (or one that is fanatical with certain colours), the value of which is given by products, associations or images obtained if consuming, buying or using such products and other emotional factors (Santoso, 2018;Bakar, Damara, and Mansyur, 2020;Chen et al, 2020;Lee, Aziz, Sidin, and Saleh, 2014;Liu, Chi, and Gremler, 2019;Pedragosa, Biscaia, and Correia, 2015;Poushneh and Vasquez-Parraga, 2019;Wong, 2004). The attribute of confidence, integrity, pride, and desire chosen to be the dimension of study in this research is a dimension in the emotional factor of a customer.…”

Section: Discussionmentioning

confidence: 99%

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Rough Set Method for Determining Knowledge Attribute on Customer Satisfaction

Istianingsih¹,

Defit²

2021

IJEBA

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Purpose: The research aims to determine how the level of customer satisfaction in a small business is a field of flower arrangement services as well as information that can dug from a collection of customer data. Approach/Methodology/Design: The samples used were ten customers who considered loyal. The method used is a Rough set with a satisfaction attribute consisting of confidence, integrity, pride, and desire. Findings: Based on this decision rule, confidence becomes the most dominant attribute. The results showed that the four dimensions of the emotional bond used as an attribute in the Rough Set process to analyze the level of customer satisfaction that strongly affects is the dimension of Confidence, this is evident from the resulting General Rule. Every decision produced always uses the confidence dimension in the comparison input, meaning the level of customer confidence in the company should be a special concern. In the dimensions of the emotional bonds the first dimensions are constructed and fundamental is the confidence dimension, this dimension indicates the level of customer confidence in the company. Confidence dimensions cannot stand it self yet to build long-term relationships with customers without by other dimensions. Practical Implications: The study will contribute positively to give some information of knowledge that contained on customer satisfaction. It shown the alternative for measuring for satisfaction that can be used for a small business and academic. Originality/Value The results generated in this study opened new avenues for customer satisfaction analysis. We must not limit the analysis of customer satisfaction survey data using conventional statistical methods. The Rough theory Set is an innovative tool for finding Knowledge of customer behaviour patterns.

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Section: Discussionmentioning

confidence: 99%

“…The attribute of confidence, integrity, pride, and desire chosen to be the dimension of study in this research is a dimension in the emotional factor of a customer. While the satisfaction of the customers to be a decision and rough based on customer data information (Bakar et al, 2020).…”

Section: Discussionmentioning

confidence: 99%

Rough Set Method for Determining Knowledge Attribute on Customer Satisfaction

Istianingsih¹,

Defit²

2021

IJEBA

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“…Emotional labor may play a significant role as the underlying mechanism in the relationship between emotional stability and affective commitment for at least two reasons. First, emotional labor is essential for jobs in the hospitality industry, in which the requirement involves showing a positive emotional state for the customer (Bakar et al, 2020). Hofmann & Stokburger-Sauer (2017) and Cho et al, (2013) showed the importance of emotional labor strategy in the service industry, particularly the hospitality industry.…”

Section: Emotional Stabilitymentioning

confidence: 99%

Emotional labor as the underlying mechanism in the relationship between emotional stability and affective commitment: A study in the hospitality industry

Subhiksa

Purba

2021

manaj. pemasar. jasa.

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<p>This study aims to examine the mediating effects of emotional labor variables, namely emotive effort and dissonance resulting from deep and surface acting strategies, which are based on the relationship between emotional stability and affective commitment. 249 data were obtained from the hospitality industry in major cities in Indonesia and were analyzed using a mediation technique. The results showed that emotive effort mediated the relationship between emotional stability and affective commitment. Furthermore, it was also shown that emotive dissonance did not mediate the relationship between emotional stability and affective commitment.</p>

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“…Consumer satisfaction is the attitude of like or dislike consumers after they buy or use products (goods and services [2,4]. Customer satisfaction is the standard in assessing the success of an organization's achievement through performance [5]. Customer satisfaction is a function of views on product or service performance and consumer expectations [6].…”

Section: Customer Satisfactionmentioning

confidence: 99%

Integrated Service Quality Analysis Towards Performance of Employee Agency Integrated One Door Services (BPTSP) in DKI Jakarta With Customer Satisfaction as an Intervening Variable

Antariksa¹

2020

Proceedings of the International Conference on Management, Accounting, and Economy (ICMAE 2020)

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The purpose of this research is to investigate the influence of service quality, customer satisfaction, service quality to employee performance in BPTSP DKI Jakarta. The sample of this study as many as 300 respondents. Data processing method, using SEM technique. The type of data in this study is qualitative data generated through survey results of the communities currently in the One Stop Integrated Service Agency with Competency Scale, Power Response, Guarantees, Empathy, Physical Evidence on Employee Performance One Stop Service Centre (BPTSP) In DKI Jakarta with Customer Satisfaction Being Intervening Variable. The result of research with hypothesis test obtained as follows: Reliability has positive and significant impact on customer satisfaction. Responsiveness does not have a positive effect on customer satisfaction BPTSP DKI Jakarta. Guaranteed positive impact on customer satisfaction BPTSP DKI Jakarta. Empathy does not have a positive impact on customer satisfaction (society) of BPTSP DKI Jakarta. Physical evidence does not have a positive impact on customer satisfaction BPTSP DKI Jakarta. Reliability has a positive impact on the performance of Jakarta BPTSP. Responsiveness does not have a positive impact on the performance of Jakarta BPTSP. Guaranteed positive impact on the performance of Jakarta BPTSP. Empathy does not have a positive impact on the performance of Jakarta BPTSP. Physical evidence has no positive and significant impact on Jakarta BPTSP. customer satisfaction has a positive impact on the performance of BPTSP DKI Jakarta.

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Post-service recovery emotion and customer trust: The role of satisfaction as mediation

Cited by 4 publications

References 39 publications

Rough Set Method for Determining Knowledge Attribute on Customer Satisfaction

Rough Set Method for Determining Knowledge Attribute on Customer Satisfaction

Emotional labor as the underlying mechanism in the relationship between emotional stability and affective commitment: A study in the hospitality industry

Integrated Service Quality Analysis Towards Performance of Employee Agency Integrated One Door Services (BPTSP) in DKI Jakarta With Customer Satisfaction as an Intervening Variable

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