Ditemukan 1 dokumen yang sesuai dengan query
Jeanne Ellyawati, author
ABSTRACT
The purpose of this study is to identify customers' response to service failure. The response is about why some customers are likely to complain and others are not. This study adopts the concept of customer complaint behavior (CCB) with three-dimensional model: private response, voice response, and third party response. It...
Depok: Department of Management Faculty of Economics and Business, Universitas Indonesia, 2017
658 AMJ 9:1 (2017)
Artikel Jurnal Universitas Indonesia Library
