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All Journal Cakrawala Pendidikan Jurnal Manajemen Terapan dan Keuangan JURNAL EMBA : JURNAL RISET EKONOMI, MANAJEMEN, BISNIS DAN AKUNTANSI Jurnal Bisnis dan Manajemen Kinerja Syntax Literate: Jurnal Ilmiah Indonesia JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) J-MAS (Jurnal Manajemen dan Sains) Jurnal ULTIMA InfoSys Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan NUSANTARA : Jurnal Ilmu Pengetahuan Sosial Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship Journal of Education, Humaniora and Social Sciences (JEHSS) Sukma: Jurnal Pendidikan Jurnal Sistem Informasi, Manajemen, dan Akuntansi (SIMAK) Perspektif Komunikasi; Jurnal Ilmu Komunikasi dan Komunikasi Bisnis Jurnal Muara Ilmu Ekonomi dan Bisnis Jurnal Proaksi International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Ekonomi Manajemen Sistem Informasi Progress: Jurnal Pendidikan, Akuntansi dan Keuangan Enrichment : Journal of Management Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Kontigensi: Jurnal Ilmiah Manajemen Indonesian Capital Market Review Proceeding National Conference Business, Management, and Accounting (NCBMA) IIJSE Proceeding of International Conference on Entrepreneurship (IConEnt) Sukma: Jurnal Pendidikan
Gracia S Ugut
Pelita Harapan University, Indonesia
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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Service Failure and Recovery: The Best Defense Is a Good Attack Dewi Wuisan; Hendra Achmadi; Oscar Jayanagara; Sylvia Samuel; Gracia Shinta S. Ugut
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

Service failure is an inevitable aspect of any service-oriented business. When failures occur, the organization’s response is critical in shaping customer perceptions, satisfaction, and loyalty. This paper explores the notion that "the best defense is a good attack" in the context of service failure and recovery strategies. Proactive recovery initiatives, such as clear communication, swift actions, and personalized solutions, often outperform reactive or passive approaches in mitigating the negative effects of service failures. By employing a strategic recovery process, businesses not only address the immediate dissatisfaction but also create opportunities to strengthen customer relationships and even enhance brand reputation. The study examines key components of successful service recovery, including the role of empathy, transparency, and empowerment of frontline employees. It highlights the importance of preemptive measures such as employee training and the establishment of service recovery protocols. Furthermore, this paper discusses the psychological impact of recovery efforts on customers, emphasizing the significance of perceived justice—distributive, procedural, and interactional. Drawing from real-world examples and empirical studies, this research provides actionable insights for managers aiming to transform service failures into opportunities for improvement and differentiation. By adopting a mindset of proactive engagement, businesses can turn potentially negative experiences into moments that foster customer trust and loyalty. Ultimately, the findings suggest that an offensive approach in service recovery is not merely damage control but a strategic advantage in the competitive service landscape.
Faktor Penentu Profitabilitas Bank Tercatat di Indonesia: Pendekatan dengan Regresi Kuantil Restiana Ie Tjoe Linggadjaya; Apriani Dorkas Rambu Atahau; Gracia Shinta S. Ugut; Kim Sung Suk
Jurnal Proaksi Vol. 11 No. 1 (2024): Januari - Maret
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Muhammadiyah Cirebon

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32534/jpk.v11i1.5246

Abstract

This quantitative study examines 6 predictors that are presumed to affect profitability for listed banks in Indonesia.  The purpose of this study is to examine the determinants of profitability and the magnitude of the influence of such determinant on profitability of listed banks in Indonesia. This study uses the entire population of listed banks in Indonesia and focused on the period from 2013 to 2022 with a total of 47 listed banks. The statistical analysis instrument used is panel data quantile regression using R. Bank profitability is measured by return on assets (ROA), whereas liquidity, assets quality, asset management, leverage, efficiency, and capital adequacy are used as bank‐specific factors. The research result are that asset quality, asset management, capital adequacy affect bank profitability significantly and positively, while asset quality and efficiency negatively affect profitability. Meanwhile, LDR has a negative relationship with profitability. The novelty of this study is that it is the first study on the determinants of profitability for banks registered in Indonesia using quantile regression. The results of quantile regression provide deeper insight than OLS linear regression or fixed effect panel regression because it can describe the distinctive influence and direction of each quantile of profitability. Quantile regression analysis of profitability has been carried out on return on assets, and not yet being performed on net interest margin and return on equity. Suggestions for future research to add a lagged effect (t-1) for asset quality to profitability and also add robustness check.
Co-Authors Akuba, Stefy Falentino Alamsyah, Virza Utama Aloysius Van Rhein Tambunan Apriani Dorkas Rambu Atahau Arianto, Radityo Fajar Budhidharma, Valentino Budiono, Sidik Carissa Faustina Cindy Claudia Pandoyo Ferdinand, Ferry Vincenttius Giavinny Giavinny Gilbert Sterling Octavius Harry Santoso Hendra Achmadi, Hendra Hendrawan Supratikno Herlina Lusmeida Hermansjah, Reynaldi Herry Santoso Hulu, Edison Ikin Solihin Ikin Solihin Irwan Suarly Jaunanda, Meiliana Khoiruddin Bashori Lestari Ayu Angraini Linda Megawaty Liza Handoko Megawaty, Linda Meng, Wang Jin Moerdijat, Lestari Muhammad Hadyan Rusin Nicolas Williem Novita Sari Hutasoit nugroho, vina christina Nur Tri Atmaji Oscar Jayanagara Poltak Sinaga Poltak Sinaga, Poltak Pramono, Rudy Purba, John Tampil Putra, Rama Permana Restiana Ie Tjoe Linggadjaya Riza Primahendra, Riza Roy Sembel Roy Sembel Santoso, Priyono Budi Solihin, Ikin Sugiarto S Sugiarto Sugiarto Sugiarto Sugiarto Sung Suk Kim Sylvia Samuel Wijaya, Suwito William Tjong Wuisan, Dewi Zabrina Raissa