PERSEPSI KONSUMEN MENGENAI KEADILAN DALAM PROSES PEMULIHAN KEGAGALAN PELAYANAN YANG BERDAMPAK PADA KESETIAAN DENGAN VARIABEL MEDIASI KEPUASAN DAN KEPERCAYAAN
This research examines how fairness influences satisfaction, trust, and loyalty in service recovery context. The fairness variable then divided into procedural, distributive, and interactional fairness as shown by the prior research. A survey method was used to examine the fairness role to satisfact...
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2014
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