mixed material bibliography Denpasar PPM School Of Management 2014

21p., figs., tabs., refs., <i>This study aims to determine whether the service recovery as measured by three-dimensional is distributive justice, procedural justice, and interactional justice will affect satisfaction and generate behavioral outcomes for customers. The method used is SEM or structural equation models are operated through AMOS program. The results showed that there is positive and significant correlation between service recovery on consumer satisfaction, service recovery on behavioral outcomes are mediated by customer satisfaction, and service recovery consisting of procedural justice, interactional justice and distributive justice directly to the behavioral outcomes that consist of a word of mouth, trust, and customer loyalty in online retail services</i> <i>.</i><br><span><b>Keywords</b><i>: </i><i>service recovery, </i><i>word of mouth, trust, customer loyalty</i></span> <br><br><br><br> 20860390 Perpustakaan - Sekolah Tinggi Manajemen PPM Pusat Informasi Manajemen 44883 2015-01-06 00:00:00 2015-01-06 00:00:00 machine generated