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"Customer relations adalah salah satu alat dari public relations yang dapat membentuk kepercayaan pelanggan pada merek (brand trust) SPBU Pertamina di era persaingan pasar bebas yang ditandai dengan masuknya SPBU asing ke Indonesia. Penelitian ini bertujuan untuk melihat pengaruh customer relations terhadap brand trust SPBU Pertamina termasuk melihat dimensi dari dari customer relations yaitu reliability responsiveness, assurance, empathy, dan tangibles yang memiliki mengaruh paling signifikan terhadap brand trust. Penelitian ini menggunakan pendekatan kuantitatif dan bersifat eksplanatif. Survey dilakukan kepada pelanggan di dua SPBU besar di Jakarta Selatan.Penelitian ini menemukan adanya pengaruh signifikansi antara customer relations SPBU Pertamina terhadap brand trust. Selain itu, juga ditemukan dimensi customer relations yang berpengaruh signifikan dalam meraih brand trust yaitu responsiveness, assurance dan tangibles. Dari hasil penelitian, disimpulkan bahwa SPBU Pertamina telah memiliki customer relations yang baik dan brand trust yang cukup baik, juga terdapat pengaruh yang cukup baik dan signifikan dari customer relations terhadap brand trust. Penelitian ini dapat menjadi dasar dalam meningkatkan brand trust melalui customer relation khususnya bagi SPBU Pertamina.

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Customer relations is one of public relations tool that can establish customer confidence in the brand (brand trust) Pertamina gas stations in the era of free market competition that marked the entry of foreign retail outlets to Indonesia. This study aims to see the effect of brand trust on customer relations, including Pertamina gas station to see the dimensions of the reliability of customer relations responsiveness, assurance, empathy, and tangibles that have the most significant mengaruh brand trust. This study uses a quantitative approach and are explanative. Survey carried out to customers in two major retail outlets in South Jakarta.

This study found that there effect of significance between Pertamina gas station customer relations to brand trust. It also found that the dimensions of customer relations have a significant effect in achieving the brand trust responsiveness, assurance and tangibles.

From the research, concluded that Pertamina gas stations already have good customer relations and brand trust are quite good, there is also a pretty good effect and significantly from customer relations to brand trust. This research may be fundamental in increasing brand trust through customer relations, especially for Pertamina gas stations."

"This book brings together contributions from researchers and practitioners in a celebration of achievements with the intention of adding to the wider understanding of how service innovation develops. Each case presents a brief description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself, also addressing how success was measured, what success has been achieved to date and providing links to further information. The book is organized around five major themes, each reflecting recognized sources of service innovation. Business model innovation, new ways of creating, delivering or capturing economic, social, environmental and other types of value. The organization in its environment, an organization engaging beyond its own boundaries, with public private partnerships, sourcing knowledge externally, innovation networks, and open or distributed innovation. Innovation management within an organization, an organization actively encouraging innovation within its own boundaries using project teams, internal governance of innovation, and methods or tools that stimulate innovation. Process innovation, changes in service design and delivery processes, such as consumer led innovation or consumers as part of the innovation process, service operations management, and educational processes. Technology innovation, the use of technology, including ICT enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, and technology other than ICT. The final part of the book is given to four extended cases allowing for a more in-depth treatment of innovation within a complex service system. The extended cases also illustrate two important and growing trends, firstly the need for, and benefits of, a more customer centric approach to service innovation and secondly the need for better understanding of public services and the role of public-private partnerships in identifying and achieving innovation. "

"Re-energize your company's customer service--and inspire greater customer loyalty--using the power of kindness.Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques and processes at the customer contact level. Rather, it's a culture of kindness and consideration--up and down the entire organization--that fundamentally changes employee attitudes toward customers. It's what makes the difference between a short-term relationship and long-term customer loyalty."

"Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioural psychology, any service rep or team can dramatically improve service quality. "Great Customer Connections" presents a step-by-step program that takes proven psychological principles and turns them into easy-to-apply practices - so each customer interaction becomes a peak experience."