Title: THE INFLUENCE OF THE LEVEL OF SERVICE FAILURE ON CUSTOMER WORD OF MOUTH MODERATE BY THE FAIRNESS OF SERVICE FAILURE RECOVERY (STUDY AT PERUM BULOG NTB REGIONAL DIVISION)
Author: KUSWADI
Item Type : Thesis (Thesis)
Affiliations: Master of Management Science Study Program, Faculty of Economics and Business, Universitas Airlangga , Surabaya, Indonesia
Publisher: Universitas Airlangga
Abstract
The purpose of this research is to determine the relationship between the level of service failure, positive customer emotions, justice of service failure recovery, satisfaction after service failure recovery and word of mouth (WOM) as well as the moderating relationship between the level of service failure and justice of service failure recovery and WOM. Perum Bulog NTB Regional Division. The respondents in this research were the 2017 rastra beneficiary families (KPM) in West Lombok Regency with a total sample of 184 people. The sample determination technique in this research is purposive sampling and the data analysis technique used is Structure Equation Modeling (SEM) using the AMOS 16.0 program. The research results show that the severity of service failures has a negative effect on WOM, while the fairness of service failure recovery has succeeded in becoming a moderating variable between the severity of service failure variables and WOM behavior.
Keywords: level of severity of service failure, positive customer emotions, justice of service failure recovery, satisfaction after service failure recovery and word of mouth (WOM)
Sources: http://repository.unair.ac.id/76839/
