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Abstrak :
[ABSTRAKbr Penelitian ini menguji pengaruh perceived employee emotional competence terhadap customer satisfaction dan loyalty, serta bagaimana rapport memediasi pengaruh tersebut. Penelitian ini menggunakan konteks personal service, yaitu penata rambut, dengan menggunakan 130 sampel. Penelitian ini terdiri dari dua studi. Studi 1 menguji model penelitian pada responden yang menggunakan penata rambut yang sama setiap kali menggunakan jasa penata rambut, sedangkan studi 2 menguji model penelitian pada responden yang menggunakan penata rambut yang berbeda-beda. Model penelitian diuji dengan menggunakan teknik analisis Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian ini menunjukkan bahwa employee emotional competence tidak berpengaruh secara langsung terhadap satisfaction dan loyalty, tetapi melalui mediasi rapport.;This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport.;This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport.;This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport., This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport.]

Abstrak :
Tujuan dari penelitian ini adalah untuk memahami bagaimana kompetensi emosional karyawan dan persepsi keadilan mempengaruhi kepercayaan pelanggan dan niat perilaku dalam industri hotel Indonesia. Selain itu, penelitian ini bertujuan untuk mengetahui bagaimana proses pemulihan layanan akan memengaruhi kepercayaan dan niat perilaku pelanggan. Untuk mendapatkan responden yang ditargetkan dan mereka masih ingat kasus mereka, sampel penelitian ini harus memiliki pengalaman penyelesaian masalah dalam jangka waktu 6 bulan di satu hotel di Indonesia. Penelitian ini adalah penelitian deskriptif kuantitatif, di mana data dikumpulkan melalui survei online yang dibuat dengan Google Form, didistribusikan melalui platform media sosial online dan diproses oleh SPSS AMOS 24 untuk menganalisis Structural Equation Modeling. Hasil penelitian ini menunjukkan bahwa persepsi keadilan berpengaruh positif terhadap kepuasan pelanggan pasca pemulihan dan niat perilaku. Sedangkan kompetensi emosional karyawan tidak berpengaruh terhadap kepuasan pelanggan pasca pemulihan dan memiliki pengaruh positif terhadap kepercayaan pelanggan. Selain itu, kepuasan pasca pemulihan ditemukan memiliki pengaruh positif pada kepercayaan pelanggan dan tidak mempengaruhi niat perilaku pelanggan. Oleh karena itu, untuk mendapatkan niat perilaku pelanggan, persepsi keadilan yang dirasakan dapat memberikan pengaruh langsung pada niat perilaku, sedangkan persepsi kompetensi emosional karyawan memerlukan kepercayaan pelanggan untuk mendapatkan niat perilaku pelanggan. ......The purpose of this research is to understand how the employee emotional competence and perceived justice influence the customers’ trust and Behavioral intention in Indonesian hotel industry. In addition, this research aim to know how the process of service recovery will affect the customers’ trust and behavioral intention. In order to get the targeted respondent and they still remember their case, the sample of this research must have problem-solving experience within 6 month period in one hotel in Indonesia. This research is a quantitative descriptive study, where the data collected through online survey made with Google Form, distributed through online social media platforms and processed by SPSS AMOS 24 to analyzed the Structural Equation Modelling. The result of this research indicates that perceived justice positively influence the customer atisfaction and behavioral intention. While the employee emotional competence has no influence on customers satisfaction and have positive influence on customers’ trust. Moreover, satisfaction found to have a positive influence on customers’ trust and no effect on customers’ behavioral intention. Therefore, in order to get customer’s behavioral intention, the perception of perceived justice can give a direct influence on behavioral intention, while the perception employee emotional competence need customers trust to gain customers behavioral intention.