Leanny Badiana, author
Analisis hubungan antara buruknya kegagalan jasa, keadilan pemulihan jasa, dan persepsi biaya peralihan dengan loyalitas pelanggan : studi kasus pada Indosat IM3 = The relationship between service failure severity, service recovery justice and perceived switching costs with customer loyalty: case study on Indosat IM3
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2012
 UI - Skripsi (Open)
Yossi Arieza, author
Pengaruh service failure severity service recovery justice dan perceived switching costs terhadap customer loyalty studi kasus PT. Telkom speedy = The relationship of service failure severity service recovery justice and perceived switching costs with customer loyalty case study PT. Telkom speedy
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2013
 UI - Skripsi (Membership)
Kussusanti, author
Perceived Justice, Post Recovery Satisfaction Pelanggan Online serta Pengaruhnya terhadap Behavioral Intention, dengan Moderasi Customer Assertiveness dan Service Failure Severity = The Effect of Online Customer Perceived Justice, Post Recovery Satisfaction On Behavioral Intention, The Role of Customer Assertiveness And Service Failure Severity
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2019
 UI - Disertasi (Membership)
Malakalamere, Matthew Victor
Paradoks pemulihan layanan dengan memperhitungkan peran dimensi layanan dan tingkat keparahan kegagalan layanan pada industri maskapai penerbangan di Indonesia = Service recovery paradox service dimension and failure severity in shaping the paradox
2016
 UI - Disertasi (Membership)
Hari Zainuddin Rasyid, author
Pengaruh customer perceived value brand image dan switching costs terhadap intention to use (studi kasus produk baru indosat mentari) = The effects of customer perceived value brand image and switching costs on intention to use case study new product indosat mentari / Hari Zainuddin Rasyid
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2013
 UI - Tesis (Membership)
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