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All Journal Fundamental and Applied Management Journal
Bobby Ardiansyahmiraja
University of Surabaya
Economics, Econometrics & Finance Social Sciences

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Apology Presence Over Type: WhatsApp Service Recovery Satisfaction Among Indonesian University Students Aurelius Stevan Ruslie; Bobby Ardiansyahmiraja; Juliani Dyah Trisnawati
Fundamental and Applied Management Journal Vol. 4 No. 3 (2026): September
Publisher : Global Research Collaboration

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.66314/famj.v4i3.1106

Abstract

This study examines the effects of apology type (responsibility-oriented, sympathy-oriented, and no apology) and emoji presence on service recovery satisfaction (SRS), perceived overall justice (POJ), consumer empathy (CE), and customer forgiveness (CF) among Indonesian university students. A 3×2 between-subjects factorial experimental design was employed with 173 students from two private universities in Surabaya as participants, randomly assigned to one of six WhatsApp message scenarios depicting a sudden class cancellation. Data were analyzed using two-way ANOVA with Tukey HSD post-hoc tests and PROCESS Macro Model 4 (Hayes, 2022) with 5,000 bootstrap resamples. Receiving either apology message produced significantly higher SRS than receiving no apology; however, the non-significant difference between the two apology types should be interpreted cautiously because the manipulation check did not distinguish them. POJ was confirmed as a significant positive predictor of SRS (b = 0.734, p < .001), but did not mediate the apology type–SRS relationship. Apology type did not significantly affect CE or CF. Emoji presence and its interaction with apology type also yielded no significant effects. In this setting, offering an apology was associated with higher student service recovery satisfaction than offering none. Claims about the relative effectiveness of the two apology types require caution because the manipulation check did not distinguish them.
Co-Authors Aurelius Stevan Ruslie Juliani Dyah Trisnawati