Hubungan Antara Persepsi-Keadilan, Kepercayaan dan Komitmen dari Konsumen Pengadu-Keluhan
| Main Author: | Adriani, Leokadia Retno |
|---|---|
| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Bina Ekonomi
, 2014
|
| Online Access: |
http://journal.unpar.ac.id/index.php/BinaEkonomi/article/view/617 http://journal.unpar.ac.id/index.php/BinaEkonomi/article/view/617/601 |
Daftar Isi:
- Complaint is a form of consumer complain behavior. Complainants evaluate their complaining experience by their perceived-justice, which will influence their satisfaction, trust and commitment to the firm. This research finds that cellular-phone operator complainant's perceived-justice has the effect on complainant's trust and commitment, with satisfaction as an intervening variable.