Service Recovery and Customer Emotions: An Analysis of Bank X, One of the Largest Private Commercial Bank in Indonesia, with Headquarter in Jakarta  

Oleh:

Effendi

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - atma jaya
Dalam koleksi: Jurnal Ekonomi dan Bisnis vol. 5 no. 1 (Feb. 2005), page 70-78.
Topik: Emotion; Service Recovery; Complaint Handling; Recognizing Emotions; Critical Incident Technique; Burnout
Fulltext: Effendi.pdf (547.33KB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ100.5 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Using Bank x as a reference, this article proposes that by improving the aspects of distribution, procedure and interaction justice, a form can imporve its service recovery (complaint handling). Furthermore, the firm can further improve the service recovery by customising the service recovery though the identification of spesific emotions felt by customers and subsequently adjust the performance. The firm can identify specific emotions felt by customers through verbal and nonverbal gender. Recommendations for Bank x are discussed.

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