Hubungan antara Persepsi-Keadilan, Kepercayaan dan Komitmen dari Konsumen Pengadu-Keluhan

Leokadia Retno Adriani
Journal article Bina Ekonomi • 2004

Abstract

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 complainants perceived-justice has the effect on complainants trust and commitment, with satisfaction as an intervening variable.

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Journal

Bina Ekonomi

Bina Ekonomi merupakan jurnal ilmiah yang terbit dua kali dalam setahun. Jurnal ini mewadahi kary... see more