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<![CDATA[BENARKAH KARYAWAN YANG PUAS AKAN BERIMPAK PADA KEPUASAN PELANGGAN? ]]>
<![CDATA[Manggarani, Cynthia Ayu]]>
<![CDATA[ Modus Journals Vol 30, No 2 (2018): MODUS ]]>
Publisher : <![CDATA[Faculty of Economics Universitas Atma Jaya Yogyakarta ]]>
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DOI: 10.24002/modus.v30i2.1703
<![CDATA[Kepuasan karyawan dewasa ini mulai menjadi perhatian bagi berbagai perusahaan. Beberapa temuan berhasil membuktikan bahwa kepuasan karyawan memiliki pengaruh secara langsung pada kepuasan pelanggan. Sebaliknya, beberapa ahli berpendapat bahwa karyawan yang puas tidak ada hubungannya dengan kepuasan pelanggan. Di sisi lain, ada juga yang berpendapat bahwa kepuasan karyawan mungkin saja berpengaruh pada kepuasan pelanggan namun tidak bisa secara langsung. Oleh karena itu, selain menguji hubungan antara kepuasan karyawan dan kepuasan pelanggan secara langsung, penelitian ini juga menguji peran mediasi variabel yang berpotensi menjadi perantara hubungan kedua variabel kepuasan tersebut. Literatur terdahulu menunjukkan bahwa karyawan yang puas akan menciptakan pengalaman jasa yang baik bagi pelanggan (excellent customer experience). Pengalaman jasa bagi pelanggan ini lebih lanjut akan berpengaruh pada kepuasan pelanggan. Berdasarkan hal tersebut, penelitian ini juga menguji peran pemediasi variabel pengalaman jasa yang baik bagi pelanggan dalam hubungan antara kepuasan karyawan dan kepuasan pelanggan. Sejumlah 64 karyawan dan 64 pelanggan salah satu salon di Jakarta menjadi responden penelitian ini. Hasil analisis data menunjukkan bahwa seluruh hipotesis yang ada dalam penelitian ini terdukung. Kata kunci: kepuasan karyawan, kepuasan pelanggan, excellent customer experience, excellent customer experince sebagai pemediasi]]>
<![CDATA[THE NEGATIVE SIDE OF BRAND ATTACHMENT IN PRODUCING NEGATIVE CONSUMER BEHAVIOR ]]>
<![CDATA[Cynthia Ayu Manggarani]]>;
<![CDATA[Lina Regina Notylia]]>;
<![CDATA[Shine Pintor Siolemba Patiro]]>
<![CDATA[ MIX: JURNAL ILMIAH MANAJEMEN Vol 11, No 3 (2021): MIX: Jurnal Ilmiah Manajemen ]]>
Publisher : <![CDATA[Universitas Mercu Buana ]]>
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DOI: 10.22441/mix.2021.v11i3.003
<![CDATA[This research is triggered by the author's concern about a brand that will build a strong bond with consumers regardless of the impact it will have. Previous research conducted in the UK stated that brand attachment not only leads to favorable consumer behavior such as brand loyalty, but also detrimental consumer behavior such as trash-talking, schadenfreude and anti-brand actions which are only moderated by attachment avoidance styles (Japutra et al. , 2018). Trash-talking is different from negative WOM. The purpose of this study was to examine positive behavior (brand loyalty) and negative consumer behavior (trash-talking, schadenfreude, and anti-brand action) due to brand attachment using anxiety attachment style and attachment avoidance style as moderating variables in Indonesia. This study uses an online questionnaire method with a sample of 80 respondents. Furthermore, the data were tested using the PLS-SEM method with the help of the WarpPLS 7.0 software. The results explain that strong brand attachment has a strong influence on brand loyalty, trash-talking, schadenfreude, and anti-brand actions. However, these relationships were not moderated by either anxiety attachment styles or avoidance attachment styles. It can be concluded that the relationship between the brand attachment variable and the brand loyalty variable, the trash-talking variable, the schadenfreude variable and the anti-brand action variable were not moderated by the anxiety attachment style and the avoidance attachment style.]]>
<![CDATA[BENARKAH KARYAWAN YANG PUAS AKAN BERIMPAK PADA KEPUASAN PELANGGAN? ]]>
<![CDATA[Cynthia Ayu Manggarani]]>
<![CDATA[ Modus Vol. 30 No. 2 (2018): MODUS ]]>
Publisher : <![CDATA[Faculty of Business and Economics Universitas Atma Jaya Yogyakarta ]]>
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DOI: 10.24002/modus.v30i2.1703
<![CDATA[Kepuasan karyawan dewasa ini mulai menjadi perhatian bagi berbagai perusahaan. Beberapa temuan berhasil membuktikan bahwa kepuasan karyawan memiliki pengaruh secara langsung pada kepuasan pelanggan. Sebaliknya, beberapa ahli berpendapat bahwa karyawan yang puas tidak ada hubungannya dengan kepuasan pelanggan. Di sisi lain, ada juga yang berpendapat bahwa kepuasan karyawan mungkin saja berpengaruh pada kepuasan pelanggan namun tidak bisa secara langsung. Oleh karena itu, selain menguji hubungan antara kepuasan karyawan dan kepuasan pelanggan secara langsung, penelitian ini juga menguji peran mediasi variabel yang berpotensi menjadi perantara hubungan kedua variabel kepuasan tersebut. Literatur terdahulu menunjukkan bahwa karyawan yang puas akan menciptakan pengalaman jasa yang baik bagi pelanggan (excellent customer experience). Pengalaman jasa bagi pelanggan ini lebih lanjut akan berpengaruh pada kepuasan pelanggan. Berdasarkan hal tersebut, penelitian ini juga menguji peran pemediasi variabel pengalaman jasa yang baik bagi pelanggan dalam hubungan antara kepuasan karyawan dan kepuasan pelanggan. Sejumlah 64 karyawan dan 64 pelanggan salah satu salon di Jakarta menjadi responden penelitian ini. Hasil analisis data menunjukkan bahwa seluruh hipotesis yang ada dalam penelitian ini terdukung. Kata kunci: kepuasan karyawan, kepuasan pelanggan, excellent customer experience, excellent customer experince sebagai pemediasi]]>
<![CDATA[THE ROLE OF CUSTOMER ENGAGEMENT ON CUSTOMER LOYALTY: A STUDY AT A PRIVATE HIGHER EDUCATION INSTITUTION ]]>
<![CDATA[Cynthia Ayu Manggarani]]>
<![CDATA[ Hasanuddin Economics and Business Review VOLUME 2 NUMBER 1, 2018 ]]>
Publisher : <![CDATA[Faculty of Economics and Business, Hasanuddin University ]]>
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DOI: 10.26487/hebr.v2i1.1483
<![CDATA[Today, consumers are no longer merely passive recipients of services provided by companies. Consumer's pervasiveness in their service consumption is the embodiment of Goods-Dominant Logic into Service-Dominant Logic paradigm shift. With this shift, consumers are now have the potential to be an effective corporate marketing agent. Private university, as the provider of education services whose survival depends on student participation and funding, is expected to be able to implement the right strategy in the face of the paradigm shift. This study aims to examine the effect of student engagement on student satisfaction. The effect of student satisfaction was then examined on student loyalty. The respondents of 140 students and former students of STIA Al Fithrah in Surabaya became the sample of this study. The results showed that student engagement has an important role to the development of student loyalty.]]>
<![CDATA[THE DETERMINING FACTORS OF STUDENT INTENTION TO DONATE IN SOCIAL CROWDFUNDING MEDIA ]]>
<![CDATA[Manggarani, Cynthia Ayu]]>;
<![CDATA[Ahmad, Zulfikar Ali]]>
<![CDATA[ Hasanuddin Economics and Business Review VOLUME 4 NUMBER 1, 2020 ]]>
Publisher : <![CDATA[Faculty of Economics and Business, Hasanuddin University ]]>
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DOI: 10.26487/hebr.v4i1.2294
<![CDATA[The issue of social crowdfunding has been widely discussed in various countries. In Indonesia, social crowdfunding media platforms are frequently used for social activities such as the donation for the victims of natural disasters or donation for people who suffer from financial deficiency. However, empirical research on social crowdfunding is finite. Even though the platform has been extensively used by the society, the lack of interest towards study in social crowdfunding is evident due to the obscureness of government regulations regarding the fundraising media. Considering the enormous contribution of social crowdfunding media for the people in need, the enthusiasm of the society to participate in the donation activities thus need to be elevated. This study aims to determine the degree of one’s motivation in trying to try to donate through social crowdfunding media. The data of this research was collected using survey method with a total of 300 respondents.]]>
<![CDATA[HOW DOES SCARCITY PROMOTION ELEVATE CONSUMER AGGRESSIVITY: AN EXPERIMENTAL STUDY CONDUCTED ON STUDENTS ]]>
<![CDATA[Manggarani, Cynthia Ayu]]>;
<![CDATA[Patiro, Shine Pintor Siolemba]]>;
<![CDATA[Hendrian, Hendrian]]>;
<![CDATA[Astuti, Tri]]>
<![CDATA[ Sosiohumaniora Vol 23, No 3 (2021): Sosiohumaniora: Jurnal Ilmu-Ilmu Sosial dan Humaniora, NOVEMBER 2021 ]]>
Publisher : <![CDATA[Universitas Padjadjaran ]]>
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DOI: 10.24198/sosiohumaniora.v23i3.33073
<![CDATA[Marketers often apply the strategy of scarcity promotion to attract consumer attention to the company’s product. However, this strategy often increases consumer’s destructive, aggressive behaviors. A quantitative approach using the experimental method was thus conducted in this study to reveal the effect of advertisement exposure with scarcity promotion strategy on aggressive consumer response towards the product that the company offered. The results show that advertisements with a scarcity strategy expose one’s perception that other consumers are perceived as threats. This perception arises since the probability of getting the product they want will be decreased when others are running after the same product. Theoretically, this condition will elevate the tendency of aggressive consumer behavior when attaining the product. Three studies with multiple behavioral measurements conducted on STIE YKPN students show destructive responses to the scarcity promotion applied by the company]]>
<![CDATA[Enhancing Global Halal Tourism in Indonesia: The Mediating Role of Religious Commitment ]]>
<![CDATA[Manggarani, Cynthia Ayu]]>;
<![CDATA[Patiro, Shine Pintor Siolemba]]>
<![CDATA[ Hasanuddin Economics and Business Review VOLUME 8 NUMBER 3, 2025 ]]>
Publisher : <![CDATA[Faculty of Economics and Business, Hasanuddin University ]]>
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DOI: 10.26487/hebr.v8i3.5885
<![CDATA[Halal tourism has become a significant global trend, forming a distinct market segment. Despite promotional efforts by governments and local communities, visitor numbers to halal destinations remain inconsistent. This study explores religious commitment as a moderating variable within the Theory of Trying framework, a model that effectively explains high-involvement consumer behaviors like tourism. While the Theory of Trying is less commonly applied in consumer behavior research compared to the Theory of Planned Behavior, it offers valuable insights into understanding tourist behavior. The study specifically examines whether religious commitment strengthens the intention of tourists to engage in halal tourism in Aceh. Employing a quantitative approach and Structural Equation Modeling (SEM) for data analysis, the findings reveal that attitudes toward success, failure, the process, and subjective norms significantly influence consumption behavior, with attitudes toward the process showing the strongest effect, highlighting the importance of psychological factors in shaping consumer intentions.]]>
<![CDATA[Enhancing Global Halal Tourism in Indonesia: The Mediating Role of Religious Commitment ]]>
<![CDATA[Manggarani, Cynthia Ayu]]>;
<![CDATA[Patiro, Shine Pintor Siolemba]]>
<![CDATA[ Hasanuddin Economics and Business Review VOLUME 8 NUMBER 3, 2025 ]]>
Publisher : <![CDATA[Faculty of Economics and Business, Hasanuddin University ]]>
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DOI: 10.26487/hebr.v8i3.5885
<![CDATA[Halal tourism has become a significant global trend, forming a distinct market segment. Despite promotional efforts by governments and local communities, visitor numbers to halal destinations remain inconsistent. This study explores religious commitment as a moderating variable within the Theory of Trying framework, a model that effectively explains high-involvement consumer behaviors like tourism. While the Theory of Trying is less commonly applied in consumer behavior research compared to the Theory of Planned Behavior, it offers valuable insights into understanding tourist behavior. The study specifically examines whether religious commitment strengthens the intention of tourists to engage in halal tourism in Aceh. Employing a quantitative approach and Structural Equation Modeling (SEM) for data analysis, the findings reveal that attitudes toward success, failure, the process, and subjective norms significantly influence consumption behavior, with attitudes toward the process showing the strongest effect, highlighting the importance of psychological factors in shaping consumer intentions.]]>
<![CDATA[THE DETERMINING FACTORS OF STUDENT INTENTION TO DONATE IN SOCIAL CROWDFUNDING MEDIA ]]>
<![CDATA[Manggarani, Cynthia Ayu]]>;
<![CDATA[Ahmad, Zulfikar Ali]]>
<![CDATA[ Hasanuddin Economics and Business Review VOLUME 4 NUMBER 1, 2020 ]]>
Publisher : <![CDATA[Faculty of Economics and Business, Hasanuddin University ]]>
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DOI: 10.26487/hebr.v4i1.2294
<![CDATA[The issue of social crowdfunding has been widely discussed in various countries. In Indonesia, social crowdfunding media platforms are frequently used for social activities such as the donation for the victims of natural disasters or donation for people who suffer from financial deficiency. However, empirical research on social crowdfunding is finite. Even though the platform has been extensively used by the society, the lack of interest towards study in social crowdfunding is evident due to the obscureness of government regulations regarding the fundraising media. Considering the enormous contribution of social crowdfunding media for the people in need, the enthusiasm of the society to participate in the donation activities thus need to be elevated. This study aims to determine the degree of one’s motivation in trying to try to donate through social crowdfunding media. The data of this research was collected using survey method with a total of 300 respondents.]]>
<![CDATA[THE ROLE OF CUSTOMER ENGAGEMENT ON CUSTOMER LOYALTY: A STUDY AT A PRIVATE HIGHER EDUCATION INSTITUTION ]]>
<![CDATA[Manggarani, Cynthia Ayu]]>
<![CDATA[ Hasanuddin Economics and Business Review VOLUME 2 NUMBER 1, 2018 ]]>
Publisher : <![CDATA[Faculty of Economics and Business, Hasanuddin University ]]>
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DOI: 10.26487/hebr.v2i1.1483
<![CDATA[Today, consumers are no longer merely passive recipients of services provided by companies. Consumer's pervasiveness in their service consumption is the embodiment of Goods-Dominant Logic into Service-Dominant Logic paradigm shift. With this shift, consumers are now have the potential to be an effective corporate marketing agent. Private university, as the provider of education services whose survival depends on student participation and funding, is expected to be able to implement the right strategy in the face of the paradigm shift. This study aims to examine the effect of student engagement on student satisfaction. The effect of student satisfaction was then examined on student loyalty. The respondents of 140 students and former students of STIA Al Fithrah in Surabaya became the sample of this study. The results showed that student engagement has an important role to the development of student loyalty.]]>
