Article Per Year (5 Year)
p-Index From 2021 - 2026
1.909
P-Index
This Author published in this journals
All Journal JURNAL MANAJEMEN BISNIS Jurnal Ekonomi Manajemen Sistem Informasi Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Proceeding National Conference Business, Management, and Accounting (NCBMA) International Transactions on Education Technology (ITEE) Proceeding of International Conference on Entrepreneurship (IConEnt) Blockchain Frontier Technology (BFRONT)
Oscar Jayanagara
Unknown Affiliation
Religion Arts Humanities Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Library & Information Science Social Sciences

Published : 12 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 12 Documents
Search

 1   2 
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

Show Abstract | Download Original | Original Source | Check in Google Scholar

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.
Pengaruh Perceived Usefulness, Perceived Ease of Use, dan Self Efficacy Terhadap Continuance Intention to Use Electronic Medical Record Dimediasi Attitude Pada Petugas Rumah Sakit X Serang Qorina Putri Srisantoso; Oscar Jayanagara
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 5 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Mei - Juni 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i5.3583

Abstract

Penerapan rekam medis elektronik tidak hanya mengurangi masalah pengelolaan terkait rekam medis kertas namun juga meningkatkan pengulangan uji laboratorium dan observasi klinis, meningkatkan keakuratan keputusan medis, serta meningkatkan keselamatan pasien. Penelitian ini bertujuan untuk mengetahui pengaruh perceived usefulness, perceived ease of use, self-efficacy terhadap continuance intention to use electronic medical record melalui dimediasi attitude pada petugas rumah sakit X Serang. Penelitian ini menggunakan desain kuantitatif serta dilakukan secara cross sectional. Jumlah sampel sebanyak 244 petugas dari berbagai profesi. Sampel dipilih dengan menggunakan metode sensus. Data penelitian diambil menggunakan media google form dengan lima pilihan jawaban. Metode analisis data menggunakan PLS-SEM. Hasil penelitian ini menemukan bahwa perceived usefulness, perceived ease of use, self-efficacy masing-masing berpengaruh positif terhadap attitude. Perceived usefulness, perceived ease of use, self-efficacy, attitude masing-masing berpengaruh positif terhadap continuance intention to use electronic medical record. Attitude masing-masing memediasi sebagian pengaruh perceived usefulness, perceived ease of use, dan self-efficacy terhadap continuance intention. Saran untuk penelitian selanjutnya dapat diperluas dengan beberapa rumah sakit lainnya di wilayah Serang dan sekitarnya. Penelitian selanjutnya juga dapat ditambahkan faktor-faktor lain yang menyebabkan tinggi rendahnya continuance intention pasien seperti norma subjektif, kepemimpinan dan budaya.
Co-Authors Albert Dermawan Yusup Alice Angelina Bitsy Andita Rizky Cinanthia Chandra Lukita Darmanto Darmanto Gracia S Ugut Hendra Achmadi, Hendra Kelly Azaryas Chen Meita Istianda Michael Aaron Tianda Natalie Septiani Qorina Putri Srisantoso Sylvia Samuel Wuisan, Dewi