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"This summary has been provided to allow managers and executives a rapid appreciation of the content of the article. Those with a particular interest in the topic covered may then read the article to take advantage of the more comprehensive description of the research undertaken and its results to get the full benefit of the material present. Customer satisfaction is crucial to the success of any business. A dissatisfied customer relates his or her bad experience with a service provider to, on average, between 10 and 20 other people. Service recovery - the action the service provider takes in response to poor service quality - must therefore be carried out effectively in order to pacify the dissatisfied customer and reduce the damage in the relationship. Researcher examines service recovery in Telkomsel' s customers. Analysis on 137 respondents have proved that service recoveries effect 3 perceived justice. They are procedural justice, interactional justice and distributive justice. Procedural justice makes the strongest contribution, while interactional justice contributes less. Moreover, customers who are satisfied with the service recovery are more likely to trust the firm, less likely to make harmftil comments about it to family and friends and, to a lesser extent, are more likely to be loyal and committed to the firm. Satisfied complainants show significantly higher ratings for trust, word of mouth and loyalty than their counterparts who are dissatisfied with the service recovery. Ordinary, satisfied customers are more likely to trust the firm and talk positively about it to family and friends than are the satisfied complainants. Dissatisfied complainants are less likely to trust the firm and more likely to criticize it to family and friends than are dissatisfied non-complainants, but there is no significant difference between dissatisfied complainants and dissatisfied non-complainants in their level of loyalty and WOM intentions to the firm. complainant jauh lebih tinggi dibandingkan dengan trust pada satisfied non-complainant. mi mengindikasikan adanya recovery paradox. Sementara WOM dan loyalty pada satisfied complainant dan satisfied non-complainant memiliki nilai yang tidak terlalu berbeda. Dari penelitian mi, penulis menilai dalam pandangan pelanggan Telkomsel bahwa service recovery berhasil jika awal dari dari tahap sistem tersebut (procedural justice) dilakukan dengan benar. Sementara penangan yang sangat baik pada pelaksanaan service recovery menjaga citra perusahaan dari dampak WOM negatif. Dan adanya indikasi recovery paradox, menunjukkan bahwa Telkomsel masih mempunyai peluang dalam peningkatan kepuasan konsumen. Pelayanan terhadap pelanggan yang komplain haruslah dipertahankan untuk membantu mengetahui kebutuhan pelanggan yang selalu berubah dan penilaian kinerja perusahaan selarna mi.

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This summary has been provided to allow managers and executives a rapid appreciation of the content of the article. Those with a particular interest in the topic covered may then read the article to take advantage of the more comprehensive description of the research undertaken and its results to get the full benefit of the material present. Customer satisfaction is crucial to the success of any business. A dissatisfied customer relates his or her bad experience with a service provider to, on average, between 10 and 20 other people. Service recovery - the action the service provider takes in response to poor service quality - must therefore be carried out effectively in order to pacify the dissatisfied customer and reduce the damage in the relationship. Researcher examines service recovery in Telkomsel' s customers. Analysis on 137 respondents have proved that service recoveries effect 3 perceived justice. They are procedural justice, interactional justice and distributive justice. Procedural justice makes the strongest contribution, while interactional justice contributes less. Moreover, customers who are satisfied with the service recovery are more likely to trust the firm, less likely to make harmftil comments about it to family and friends and, to a lesser extent, are more likely to be loyal and committed to the firm. Satisfied complainants show significantly higher ratings for trust, word of mouth and loyalty than their counterparts who are dissatisfied with the service recovery. Ordinary, satisfied customers are more likely to trust the firm and talk positively about it to family and friends than are the satisfied complainants. Dissatisfied complainants are less likely to trust the firm and more likely to criticize it to family and friends than are dissatisfied non-complainants, but there is no significant difference between dissatisfied complainants and dissatisfied non-complainants in their level of loyalty and WOM intentions to the firm. Researcher examines Telkomsel that service recovery should be done on the right way. It could be helped the others justice such as interactional justice and distributive justice run successfiully. The management of the procedure of service recovery and deployment of trained and skilled personnel to handle customer complaints are important to ensure satisfaction with the service recovery. On the other hand, good treatment on the service recovery is extremely maintained the company image from negative impact, such as WOM (Words of Mouth). Indicated recovery paradox showed that Telkomsel is still has the opportunity to improve customer satisfaction. Telkomsel should have a system to handle any kind of complaints. It is help Telkomsel to know customer's need well and Telkomsel performance be assessed."

"Mengingat e-commerce telah menjadi kebutuhan utama, maka penyedia e-commerce harus meningkatkan produk dan layanannya. Layanan purna jual adalah salah satu yang harus dipertimbangkan untuk mengurangi keraguan pelanggan dalam menggunakn e- commerce. Tujuan penelitian ini adalah untuk menyelidiki peran layanan purna jual e- commerce (pengembalian produk, pertukaran, dan pemeliharaan) pada sikap pelanggan (membangun hubungan) dan aspek perilaku (mengembangkan niat pembelian kembali pelanggan dan dari mulut ke mulut). Penelitian ini menggunakan metode judgemental sampling dimana 255 sampel yang memenuhi syarat disesuaikan dengan kriteria tertentu. Structural Equation Model (SEM) yang didukung oleh perangkat lunak SmartPLS digunakan untuk menganalisis data. Temuan dalam penelitian ini adalah pengembalian produk dan layanan pemeliharaan berpengaruh signifikan terhadap kepuasan pelanggan online dan kepuasan berpengaruh signifikan terhadap kepercayaan pelanggan. Sedangkan pertukaran produk tidak berpengaruh signifikan terhadap kepuasan pelanggan. Kepuasan dan kepercayaan pelanggan, sebagai indikator kualitas hubungan memediasi hubungan antara layanan purna jual (pengembalian produk, penukaran dan pemeliharaan), niat pembelian kembali pelanggan secara online dan WOM intention. Niat pembelian kembali dan WOM intention secara positif dipengaruhi oleh kepercayaan dan kepuasan. Implikasi penelitian akan bermanfaat bagi pembuat kebijakan, peneliti, serta industri e-commerce dalam mengimplementasikan dan mempromosikan penggunaan e-commerce.

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Considering that e-commerce has become a major requirement, e-commerce providers must improve their products and services. After-sales service is one that must be considered to reduce customer doubts in using e-commerce. The purpose of this study was to investigate the role of e-commerce after-sales service (product returns, exchanges, and maintenance) on customer attitudes (relationship building) and behavioral aspects (developing customer repurchase intentions and word of mouth). This study used a judgemental sampling method in which 255 samples that met the requirements were adjusted to certain criteria. Structural Equation Model (SEM) supported by SmartPLS software is used to analyze the data. The findings in this study are that product returns and maintenance services have a significant effect on online customer satisfaction and satisfaction has a significant effect on customer trust. While product value has no significant effect on customer satisfaction. Customer satisfaction and trust, as indicators of relationship quality mediate the relationship between after- sales service (product returns, exchanges and maintenance), online customer repurchase intentions and WOM intention. Repurchase intention and WOM intention are positively influenced by trust and satisfaction. The research implications will be useful for policy makers, researchers, and the e-commerce industry in implementing and promoting the use of e-commerce. "

"ABSTRAKRiset ini bertujuan untuk meneliti pengaruh dari strategi ramah lingkunganterhadap niat pembelian dan pemasaran dari mulut ke mulut dengan studi kasusIKEA Indonesia. Penelitian ini menggunakan variabel-variabel seperti:pemasaran ramah lingkungan, tanggung jawab sosial, citra produk, reputasiperusahaan, niat pembelian, dan pemasaran dari mulut ke mulut. Data yangdiperoleh dalam penelitian ini menggunakan teknik convenience samplingdengan menggunakan sampel consumer yang pernah berkunjung dan membeliproduk IKEA. Penelitian ini menunjukan hasil bahwa pemasaran ramahlingkungan mempunyai dampak positif terhadap tanggung jawab sosial dan citraproduk. Tanggung jawab sosial memiliki dampak positif terhadap citra produk.Citra produk mempunyai dampak positif terhadap reputasi perusahaan.Pemasaran ramah lingkungan mempunyai dampak positif terhadap niatpembelian dan pemasaran dari mulut ke mulut dimediasi oleh citra produk. Hasiltemuan dalam penelitian ini diharapkan bermanfaat untuk penelitian berikutnyadan untuk perusahaan IKEA Indonesia untuk menilai faktor-faktor yang dapatmempengaruhi niat pembelian dan pemasaran dari mulut ke mulut ketika IKEAsudah menjalankan bisnis ramah lingkungannya.

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ABSTRACTThis research focus on observing the impact of Green Marketing onPurchase Intention and WOM Intention in the case of IKEA Indonesia. Thisstudy examines several variables; green marketing, social responsibility,product image, corporate reputation, purchase intention, and WOMintention. Convenience sampling is used with the samples of people whohave been to IKEA Indonesia and bought its products. This research showsthat green marketing has a positive impact on social responsibility andproduct image. Social responsibility has a positive impact on product image.Product image has a positive impact on corporate reputation. Greenmarketing has a positive impact on purchase intention and WOM intentionmediated by product image. However, corporate reputation has a negativeimpact on WOM intention and purchase intention. The result of this studyis beneficial for future research and IKEA Indonesia to evaluate factors thatmight affect WOM intention and purchase intention when IKEA businessis transforming into green business."