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All Journal Bina Ekonomi: Majalah Ilmiah Fakultas Ekonomi Universitas Katolik Parahyangan
Leokadia Retno Adriani
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science

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Hubungan Antara Persepsi-Keadilan, Kepercayaan dan Komitmen dari Konsumen Pengadu-Keluhan Leokadia Retno Adriani
Bina Ekonomi Vol. 8 No. 1 (2004)
Publisher : Center for Economic Studies Universitas Katolik Parahyangan

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (652.02 KB) | DOI: 10.26593/be.v8i1.617.%p

Abstract

Complaint is a form of consumer complain behavior. Complainants evaluate their complaining experience by their perceived-justice, which will influence their satisfaction, trust and commitment to the firm. This research finds that cellular-phone operator complainant's perceived-justice has the effect on complainant's trust and commitment, with satisfaction as an intervening variable.
PERSAINGAN ,TAK BISA DIELAKKAN Leokadia Retno Adriani
Bina Ekonomi Vol. 8 No. 2 (2004)
Publisher : Center for Economic Studies Universitas Katolik Parahyangan

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (613.64 KB) | DOI: 10.26593/be.v8i2.630.%p

Abstract

These article take the position that-e company should look two ways: at the individual customers it has chosen and the specific competitors it intends to beat. Seen another way, focusing only on customers through CRM will help ensure that they are well taken care of and their value recognized. But paying attention to competitors will help ensure that the company itself, its employees, shareholders and others who depend on the organization are also well looked after.
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