INDRIANI , Farida (2009) STRATEGI PEMULIHAN LAYANA \ PERBANKAN. Jurnal Studi Manajemen & Organisasi, 6 (2). ISSN 1693-8283
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Abstract
All service organizations, however quality driven, willfindthemselves in sitttations ,,,itere failures occur in their encounters wilh customers. The purpose of service.failure ., , r,olru givenfrom the cLtslomers after they receive the service. This article expected ::.'.etl effective stratepgl option of service failttre occurred on service provider, becal'tse q :,or1 recovery strqteg/ can strengthen custonler loltalties and in long time can intprove '::ntpany pro1toUiti4r. Otherwise, consumers'evaluation o/ recovery strLtteg) provides :,:li'cati'ons of high and low consumer need which influence in long relationship' Analysis .--f service failure and complaint data can identify possibility to improve systent and ,rocedure, so that bank can prepare investment in resources
| Item Type: | Article |
|---|---|
| Additional Information: | Services Recovery, Marketing Performance |
| Uncontrolled Keywords: | Services Recovery, Marketing Performance |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Faculty of Economics and Business > Department of Management |
| ID Code: | 33998 |
| Deposited By: | INVALID USER |
| Deposited On: | 28 Feb 2012 13:30 |
| Last Modified: | 28 Feb 2012 13:30 |
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