Handling online service recovery: Effects of perceived justice on online games

Ding, May-Ching; Lii, Yuan-Shuh

doi:10.1016/j.tele.2016.02.001

Cited by 56 publications

(76 citation statements)

References 90 publications

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“…Seperti diungkapkan Fan et al (2010) saat ini interaksi manusia telah digantikan oleh teknologi layanan online. Layanan online seperti sosial media memberikan kesempatan pelanggan untuk menyampaikan keluhan secara mudah dan cepat (Ding & Lii, 2016). Sosial media telah banyak digunakan perusahaan sebagai layanan pelanggan (Menne & Halova 2013;Einwiller & Steilen 2015).…”

Section: Pendahuluanunclassified

“…Pemulihan layanan yang berhasil dapat mencegah pelanggan dari penyebaran komunikasi negatif dan mempengaruhi niat membeli dari pelanggan (Ding & Lii, 2016). Pemulihan layanan yang baik dapat membantu perusahaan mengubah situasi yang berpotensi negatif menjadi positif.…”

Section: Literatur Reviewunclassified

“…Perusahaan selaku penyedia layanan diharapkan mendengarkan setiap masukan informasi dan segera membenahi layanan yang diberikan. Pemulihan layanan yang baik akan mempengaruhi niat membeli dari pelanggan dan menghindarkan dari komunikasi negative (Ding & Lii, 2016). Dengan pelayanan yang berhasil perusahaan memiliki kesempatan untuk merubah kondisi menjadi lebih baik dan memungkinkan untuk meningkatkan retensi dan loyalitas pelanggan.…”

Section: ) Interaksi Pelangganunclassified

“…Dengan menggunakan rekomendasi di atas, penyedia layanan dapat meningkatkan kepuasan pelanggan dengan penanganan keluhan, dan dengan demikian meningkatkan kepuasan secara keseluruhan (Garín-Muñoz et al, 2016). Lebih lanjut, Persepsi positif dari upaya pemulihan layanan tidak hanya menghasilkan pelanggan yang puas dan percaya, tetapi juga menghasilkan komunikasi positif tentang pengalaman layanan serta mendorong pelanggan untuk terus menggunakan layanan (Ding & Lii, 2016).…”

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Analisis Komunikasi Sosial Media Twitter sebagai Saluran Layanan Pelanggan Provider Internet dan Seluler di Indonesia

Setiawan

Setyohadi

2017

JISEBI

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Abstrak-Penggunaan sosial media sebagai layanan pelanggan memberikan banyak keuntungan bagi perusahaan. Pelanggan dapat menyampaikan keluhan, komentar, dan saran kepada perusahaan dengan mudah dan cepat. Namun tidak semua perusahaan yang menggunakan sosial media untuk meningkatkan layanan pelanggan memahami dengan baik interaksi yang terjadi yang melibatkan pelanggan. Penelitian ini mengidentifikasi interaksi yang terjadi antara pelanggan dan perusahaan melalui layanan pelanggan di lingkungan sosial media Twitter. Metode netnography digunakan untuk mengetahui bagaimana interaksi pelanggan dan perilaku perusahaan dalam berinteraksi. Hasil penelitian menunjukkan terdapat tiga kelompok utama interaksi pelanggan, yaitu keluhan (42,20%), komentar (35,55%) dan pertanyaan (22,25%). Selain itu hasil penelitian menunjukkan perilaku perusahaan yang menggunakan pendekatan personal dan bersahabat dalam berinteraksi dengan pelanggan. Kata Kunci-Layanan Pelanggan, Netnography, Sosial MediaAbstract-The use of social media as a customer service provides many advantages for the organizations. Customers can voice their complaints, comments, and suggestions to the organizations with easy and fast way. However, not all organizations that used social media to improve customer service understand about their interactions with customers. This study explores interactions that occur between customers and organization in Twitter environment. The netnography method is utilized to identify customer interactions and organizational behaviors. The results indicate that there are three types of customer interactions, complaints (42.20%), comments (35.55%) and questions (22.25%). In addition, the organization uses personal and friendly approach to interact with customers.

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Section: Pendahuluanunclassified

Section: Literatur Reviewunclassified

Section: ) Interaksi Pelangganunclassified

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Analisis Komunikasi Sosial Media Twitter sebagai Saluran Layanan Pelanggan Provider Internet dan Seluler di Indonesia

Setiawan

Setyohadi

2017

JISEBI

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“…The main determinants of customer satisfaction in handling complaints perceived justice which are procedural, distributive, and interactional justice (Brock, et al, 2013). Perceived justice is identified as the main concept in the organization's response to handling service failures (Ding & Lii, 2016).…”

Section: Introductionmentioning

confidence: 99%

Complaint Handling Through Social Media: Perceived Justice and Customer Satisfaction

Juliarta

Hidayanto²,

Pinem

et al. 2019

Proceedings of the International Conferences ICT, Society, and Human Beings 2019; Connected Smart Cities 2019; And Web Based Co

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Nowadays, it is common for us to complaint about the service or product by using social media platform. Organizations are usually having their customer service or public relation to maintain their social media account such as Twitter, Instagram, Facebook or other platforms. This study aims to analyze perceived justice in complaint handling process through social media and its impact towards customer satisfaction. Customer satisfaction is evaluated together with trust and perceived product quality for their influence in e-WOM and continues usage. The sample of the study is customer of a telecommunication company who is the follower of its customer care account in Twitter. The questionnaires were distributed online, and 238 valid response were analyzed using CB-SEM. The results show that, customers would be satisfied if the complaint handling process is accurate and quick (procedural justice) and supported by compensation (distributive justice). The satisfaction would increase customer trust and perceived product quality and eventually increase their intention to continue using the service and spread positive e-WOM.

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The effects of eWom triggered service recovery on customer citizenship behavior in the hospitality industry: The moderating role of failure severity

Tengilimoglu,

Öztürk

2024

Journal of Tourism Research

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This study examines service failures in the hospitality industry, amplified by the shift to online platforms, and highlights the need for effective online recovery methods. These methods are crucial for retaining existing customers and preventing potential customer loss. Despite its importance, customer citizenship behavior resulting from service recovery must be noticed. This study examines the impact of service failure severity and online recovery methods on customer citizenship behavior, employing six scenarios varying in severity and recovery strategies. Multi‐group scanning electron microscope analysis reveals that justice types positively influence recovery satisfaction, enhancing customer citizenship behaviors. Failure severity moderates the relationship between recovery satisfaction and customer citizenship behavior, with recovery satisfaction being more effective in promoting advocacy and tolerance behaviors during low‐severity failures. However, this effect diminishes in high‐severity failures. Effective recovery strategies can transform negative service failures into positive outcomes for hospitality organizations.

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Handling online service recovery: Effects of perceived justice on online games

Cited by 56 publications

References 90 publications

Analisis Komunikasi Sosial Media Twitter sebagai Saluran Layanan Pelanggan Provider Internet dan Seluler di Indonesia

Analisis Komunikasi Sosial Media Twitter sebagai Saluran Layanan Pelanggan Provider Internet dan Seluler di Indonesia

Complaint Handling Through Social Media: Perceived Justice and Customer Satisfaction

The effects of eWom triggered service recovery on customer citizenship behavior in the hospitality industry: The moderating role of failure severity

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