AGUNG PRAYOGO WICAKSONO, 041311233270 (2018) PENGARUH CO-CREATION IN SERVICE RECOVERYDAN BRAND EQUITY TERHADAP OUTCOME FAVORABILITY DAN CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA REPURCHASE INTENTIONS DAN E-WOM. Skripsi thesis, Universitas Airlangga.
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Abstract
Penelitian ini menguji apakah terdapat perbedaan pada pengaruh co-creation inservice recovery, brand equity terhadap outcome favorability, customer satisfaction with service recovery serta dampaknya pada repurcahe intention dan electronic word of mouth menggunakan uji PLS. Penelitian ini adalah penelitian eksperimental eksploratory laboratorium dengan menggunakan desain factorial 2 x 2 (co-creation in service recovery vs non co-creation in service recovery) dan (high brand equity vs low brand equity) dan menggunakan teknik random sampling untuk mengumpulkan data dari 120 partisipan. Stimuli dibentuk dan dikelompokkan berdasarkan 4 kategori, yaitu (co-creation in service recovery vs high brand equity), (co-creation in service recovery vs low brand equity), (non co-creation in service recovery vs high brand equity) dan (non co-creation in service recovery vs low brand equity) dan diukur menggunakan skala Likert 5 poin. Hasil penelitian ini menunjukan bahwa terdapat perbedaan yang diberikan co-creation in service recovery dengan low brand equity dimana hasilnya lebih tinggi dibandingkan dengan cocreation in service recovery dengan high brand equity, non co-creation in service recovery dengan high brand equity dan low brand equity.
Item Type: | Thesis (Skripsi) | ||||||
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Additional Information: | KKB KK-2 B.199/18 Wic p | ||||||
Uncontrolled Keywords: | Service recovery, co-creation in service recovery, brand equity, outcome favorability, customer satisfaction with service recovery, electronic word of mouth. | ||||||
Subjects: | H Social Sciences > HG Finance > HG4001-4285 Finance management. Business finance.Corporation finance | ||||||
Divisions: | 04. Fakultas Ekonomi dan Bisnis > Manajemen | ||||||
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Depositing User: | sugiati | ||||||
Date Deposited: | 21 Nov 2018 08:24 | ||||||
Last Modified: | 21 Nov 2018 08:24 | ||||||
URI: | http://repository.unair.ac.id/id/eprint/75659 | ||||||
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