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All Journal Jurnal Manajemen dan Pemasaran Jasa
Sri Vandayuli Riorini
Fakultas Ekonomi dan Bisnis Universitas Trisakti, Indonesia
Economics, Econometrics & Finance

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RECOVERY EMOTIONS ON PERCEIVED JUSTICE Yolanda Masnita; Sri Vandayuli Riorini
Jurnal Manajemen dan Pemasaran Jasa Vol. 11 No. 2 (2018): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (6115.437 KB) | DOI: 10.25105/jmpj.v11i2.2996

Abstract

Recovery service failures can affect a greater failure if not handled properly. The purpose of this study was to examine the effect of pre-recovery emotions and post-recovery in services. Data were collected using a questionnaire distributed to 216 respondents who have used the services retail market and then experienced a service failure followed by a recovery service. In this study, positive and negative emotions post-recovery are the dependent variables, while the severity of service failure, the pre-recovery emotions and perceived fairness other variables major variable. In line with this goal, eight hypotheses were tested using structural equation modeling analysis with the aim to clarify the relationships between variables. The results show that the post-recovery of positive or negative emotions are influenced by the severity of the failure of the service, but the effect is mediated by the second pre-recovery emotions. Meanwhile, there is no mediating effect of perceived justice on the emotions of pre-recovery and post-recovery. This study implies that, during recovery services, service providers must simultaneously consider the positive and negative emotions. In addition, managers should also consider the depth of the severity of service failure to determine the pre-recovery emotions. Selection of the type of recovery will have an impact on the perceived fairness, so that providers have to respond better to emotional recovery.
Positive determinants word-of-mouth of supermarket consumer in the COVID-19 pandemic era Sri Vandayuli Riorini; Genesis Sembiring Depari
Jurnal Manajemen dan Pemasaran Jasa Vol. 14 No. 2 (2021): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (214.07 KB) | DOI: 10.25105/jmpj.v14i2.10731

Abstract

This research, which was conducted in the era of the COVID-19 pandemic, aims to analyze the influence of the dimensions of service quality, competitive prices, customer satisfaction toward the positive word-of-mouth of Supermarket customers. Questionnaires were distributed to 350 respondents as samples using the non-probability sampling method and purposive sampling technique. Meanwhile, Structural Equation Modeling (SEM) is used to analyze the data. The results of the study indicate that Reliability, Assurance, Tangibles, Empathy, Responsiveness, Competitive Price have positive and significant effects onCustomer Satisfaction, which in turn would have a positive impact on positive word-of-mouth. Of all dimensions of service quality, the most powerful factor influencing consumer satisfaction shopping in supermarkets is reliability, and the one that gives consumers the most important feeling in providing quality services is Responsiveness. For further research, it is recommended to expand the scope of research in various types of businesses, not only in supermarkets.
Co-Authors Depari, Genesis Sembiring Yolanda Masnita Siagian