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"To identify factors affecting satisfaction with service recovery of banking sector and overall satisfaction, together with the effect of customersatisfaction on repurchase intent and word-of-mouth intent in the banking in Vietnam, a survey is conducted on 215 customers.Those respondents, who are buying services from the bank, namely Vietnamese Local Bank (VLB), have experienced in service failure and service recovery in their transaction with VLB, and lived in Ho Chi Minh City. Structural equation model (SEM) is employed to estimate the theoretical model and to test hypotheses. The findings of the study showed that distributive justice positively impact customer satisfaction with service recovery, and overall satisfaction. Satisfaction with recovery has a strong impact on overall satisfaction. Both satisfaction with recovery and overall satisfaction disclose a positive influence on repurchase intent, and only satisfaction with recovery positively affecting word-of-mouth intent."

"Pemulihan yang efektif pada kegagalan layanan, telah dikenal sebagai cara strategis yang penting bagi peritel online karena pesatnya pertumbuhan di sektor bisnis online. Studi ini meneliti tentang respon pelanggan terhadap kegiatan pemulihan layanan dari peritel online setelah terjadinya kegagalan layanan. Selain itu studi ini juga mengeksplorasi efek utama dan efek interaksi dari dimensi keadilan pada pemulihan layanan (keadilan distributif, keadilan prosedural, keadilan interaksional) terhadap kepuasan pada pemulihan, keinginan membeli kembali, WOM positif dan negatif. Berdasarkan teori keadilan. Dengan melaksanakan scenario-based experiment, hasil dari penelitian ini menunjukkan bahwa keadilan distributif, keadilan prosedural dan keadilan interaksional memliki pengaruh positif yang signifikan terhadap kepuasan pada pemulihan, keinginan membeli kembali dan WOM positif. Diantara ketiga dimensi keadilan pada pemulihan layanan hanya keadilan distributif dan keadilan interaksional yang memiliki pengaruh positif yang signifikan terhadap WOM negatif. Temuan dari penelitian ini akan membantu peritel online dalam mengembangkan strategi untuk mencegah kegagalan layanan dan meningkatkan kepuasan pelanggan, keinginan membeli kembali, WOM positif serta menurunkan WOM negatif. Studi ini memberikan konttribusi bagi pemahaman respon pelanggan terhadap pemulihan layanan peritel online setelah terjadinya kegagalan layanan dan memberikan pemahaman yang berharga bagi para peritel online untuk mengembangkan kebijakan dan prosedur pemulihan layanan yang efektif.

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Effective service failure recovery has been recognized as an important strategic tool for online retailer due to the dramatic growth of the online retail sector. This study investigate consumer responses to online retailer?s service recovery remedies following a service failure and explores the main and interaction effects of the various dimensions of service recovery justice (i.e. distributive justice, procedural justice and interactional justice) on recovery satisfaction, repurchase intention, positive word-of-mouth and negative word-ofmouth based on the justice theory.

By conducting a scenario-based experiment, the result show that distributive justice, procedural justice and interactional justice have a significant positive influence on recovery satisfaction, repurchase intention and positive WOM. Among the three dimensions of service recovery justice, only distributive justice and interactional justice has a significant negative influence on negative WOM. Additionally, interaction between distributive and procedural justice is found to significantly influence negative WOM.

The findings will allow online retailers to develop more effective strategies for preventing service failure to improve customer satisfaction, repurchase intention, positive WOM and decreasing negative WOM. This study contributes to the understanding of consumer responses to online retailer's service recovery after a service failure and provide valuable insight for online retailers to develop effective service recovery policies and procedures."

"Penelitian ini menggambarkan bagaimana respon suatu perusahaan dalam penanganan gangguan akan berpengaruh terhadap perceived justice of service recovery, recovery satisfaction, overall satisfaction, dan brand credibility serta pengaruh task motivational orientation dan relation motivational orientational yang akan menjadi moderator antara respon organisasi (acknowledge dan prompt action) terhadap perceived justice of service recovery. Pada penelitian kali ini akan mengambil studi pada brand indihome dengan 225 responden yang berada di daerah Telkom Regional 2 (Jakarta, Banten, Bogor, Tangerang, Depok, dan Bekasi) dan pernah mengalami gangguan. Hasil penelitian didapatkan informasi bahwa acknowledgement dan prompt action mempengaruhi secara positif terhadap perceived justice yang dapat berpengaruh secara positif pula terhadap recovery satisfaction, overall satisfaction, dan brand credibility. Selain itu relation motivational orientation dapat memoderasi pengaruh antara acknowledgement terhadap perceived justiced sedangkan task motivational orientation tidak menjadi moderasi antara prompt action terhadap perceived justiced.<

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This research describes how organizational response on service failures will affect perceived justice of service recovery, service satisfaction, overall satisfaction, and brand credibility with task motivational orientation and relation motivational orientational as a moderator among organizational response (acknowledge and prompt action) towards perceived justice of service recovery. The research will take a study on indihome brand with 225 respondents in Telkom Regional 2 area (Jakarta, Banten, Bogor, Tangerang, Depok, and Bekasi) and have experienced with service failure. The research found that acknowledgement and prompt action positively affects to perceive justiced which in turn affects to recovery satisfaction, overall satisfaction, dan brand credibility. Moreover relation motivational orientation moderated acknowledgement to perceive justiced while task motivational orientation is not moderated prompt action to perceive justiced."

"Untuk menjelaskan service recovery pada transaksi online, belum banyak ditemukan penelitian yang memasukkan informational justice sebagai dimensi keadilan. Padahal, dalam proses pemulihan layanan, perusahaan harus memberikan informasi yang beralasan, tepat waktu dan jelas kepada pelanggan. Ditambah dengan keterbatasan saluran komunikasi yang digunakan, upaya membangun hubungan dengan pelanggan online menjadi lebih sulit. Penelitian ini akan dimulai dengan menggali persepsi pelanggan online mengenai interactional dan informational justice, kemudian melihat pengaruhnya terhadap post recovery satisfaction, dengan dimoderasi oleh customer assertiveness. Selanjutnya akan diteliti pengaruh post recovery satisfaction terhadap behavioral intention dari pelanggan, yakni repurchase intention dan positive e-word-of-mouth intention yang dimoderasi oleh service failure severity. Dengan metode penelitian kuantitatif, analisa data akan menggunakan Structural Equation Modeling (SEM). Penelitian ini diharapkan dapat memberi kontribusi bagi ilmu pemasaran, khususnya mengenai service recovery dan justice theory dalam transaksi online. Kontribusi praktis diberikan dalam hal strategi pemulihan layanan yang baik, guna menghasilkan kepuasan pelanggan dan dampak lanjutnya.

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To explain service recovery on online transactions, there has not been much research that includes informational justice as a dimension of justice theory. In fact, in the service recovery process, the company is needed to provide reasonable, timely and clear information to the customer. Unfortunately, it becomes a limitation in online communication that makes the effort to build relationships with online customers become more difficult. Therefore, this research starts with exploring online customer perceptions of interactional and informational justice, then looking at its effect on post-recovery satisfaction that will be moderated by customer assertiveness. Furthermore, we will examine the effect of post-recovery satisfaction on customer behavior intention, including repurchase intention and positive e-word-of-mouth intention, and will be moderated by service failure severity. Structural Equation Modeling (SEM) will be used as the quantitative research methods. This research is expected to contribute to marketing science, especially in online transactions."