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Abstrak :
Reputation is a key construct in organizational sciences since reputation signals its past behavior and its prospect in the future. The purpose of this paper is to explore the development and influence of both personal and organizational reputation and its impact to customer support. The organiza-tion life cycle theory is applied to the “SM” foundation, one of Indonesian largest Islamic social enterprise which experienced fast growth and decline due to the decline of its leader reputation. The case shows that personal reputation of leader is very important in the start-up and early development phase of the organization but it may threaten the organizational sustainability at a later stage when the leader’s personal reputation is conveyed into the organization reputation.

Abstrak :
Retailers produce their own private label brand as a strategy to distinguish their products from competitors’. Based on previous research, store image and service quality can be used to improve private label brand image and purchase intention. A Research is conducted at Lotte Mart, Gandaria City Mall in Jakarta to find out whether store image and service quality could influence private label brand image and purchase intention. This research adopts Wu et.al.'s framework (2010). Data processing uses Structure Equation Modeling. Research outcome reveals that service quality is a significant factor in influencing private label brand image and purchase intention.

Abstrak :
The general objective of this research is to determine the primary motivation of the poor in the use of mobile telephone. The data collection was conducted by selecting 300 respondents which have income below minimum regional wage (or Upah Minimum Regional/UMR), living in Jakarta, Bogor, Depok, Tangerang,or Bekasi, and have at least one person as dependants.This study found that in general, the impact of mobile phone use on overall life quality is affected by perception of mobile phone impact on social life, love life, and financial life.There are different impact of mobile phone use, affected by perception of benefits and costs of mobile phone use in social life, leisure life, family life, health and safety life, love life, work life, and financial life.

Abstrak :
To identify factors affecting satisfaction with service recovery of banking sector and overall satisfaction, together with the effect of customersatisfaction on repurchase intent and word-of-mouth intent in the banking in Vietnam, a survey is conducted on 215 customers.Those respondents, who are buying services from the bank, namely Vietnamese Local Bank (VLB), have experienced in service failure and service recovery in their transaction with VLB, and lived in Ho Chi Minh City. Structural equation model (SEM) is employed to estimate the theoretical model and to test hypotheses. The findings of the study showed that distributive justice positively impact customer satisfaction with service recovery, and overall satisfaction. Satisfaction with recovery has a strong impact on overall satisfaction. Both satisfaction with recovery and overall satisfaction disclose a positive influence on repurchase intent, and only satisfaction with recovery positively affecting word-of-mouth intent.

Abstrak :
This research aims to examine the influence of marketing mix carried out media performance social media portal on attitude towards a social marketing program,and its relationship with source credibility of the portal. This study was focused on "Generasi Berencana" Program (Generation with Plan Program, a program aimed at educating the youth on family planning) The Research employed Structural Equations Modeling (SEM). Based on data from 150 respondents it can be concluded that in social marketing programs, source credibility, engagement, word of mouth have positive influence on the formation of behavior, but awareness of a program is not found to influence formation of behavior. This research also obtained findings that attitudes influence behavioral intention, but subjective norms is not positively influence the formation of behavioral intentions.

Abstrak :
The number of Internet users in Indonesia and e-commerce sales is growing. However, Indonesia is less active in e-commerce research compared to other Asian countries, and existing studies cover limited area. The purpose of this study is identifying the impact of customer satisfaction and trust on loyalty in e-commerce and identifying the factors that influence satisfaction. The results are that information quality affects trust and that trust affects loyalty. E-commerce websites should focus on delivering trusted information on product quality, which will lead to greater customer trust, and greater trust will lead to greater loyalty to the websites

Abstrak :
This research demonstrates that brand performance can be enhanced not only through brand personality congruence with customer personality, but also through brand personality fit, namely the moderating fit of customer value proposition to brand personality. Through a study covering 125 brands, the result demonstrates that the moderating fit between brand personality and the different level of customer value proposition positively affects brand performance. Price-quality relationship for attribute-based customer value, self-construal for consequences-based customer value and selfregulatory focus as goal-based customer value are used to test this moderating fit relationship. Other findings show that this moderating fit is strongest toward the brand cognitive performance. Finally, the result of this study suggests marketers to incorporate the brand personality design into their positioning statement so that the overall customer value proposition can be developed in a more integrated manner, leading to higher brand performance.

Abstrak :
Todays situations force telecomunication company to continuously evaluate, select and prioritize its product portfolio in order to determine the strategically important products. An analysis of critical success factors that determine product’s strategic importance acts as a good introduction to review and manage the product portfolio as well as to seek ways to develop the product. To achieve this, the company is required to have good alliances and collaborations between departments, develop a clear focus and seek innovative ways of doing business, particularly between marketing and product divisions. This study analyzed the alignment between product and marketing divisions of a telecommunication company in Indonesia, in determining the company’s strategic products. The results indicated that both divisions agreed on using financial performance and revenue as the most important criteria and sub-criteria for identifying strategic product. However, the divisions also faced some different visions in selecting alternative criteria. The Product divisions were more focused on technical spesification of product, while the Marketing division were more oriented on customer and market conditions. The study reported the consequences of these difference in practice.

Abstrak :
In the competitive era of retailing, retailers need to understand the importance of store format preferences. The study aimed to understand consumer store loyalty; in-depth interview was conducted to examine consumer store loyalty antecedents for two retail formats: specialty stores and multi brand stores. The study conceptualizes store loyalty factors like program loyalty, trust and brand commitment. Trust and brand commitment act as mediating factors between store image and store loyalty formats, and also between brand image and store loyalty formats. The findings highlight how consumer store loyalty preference differ for these two formats.

Dalam era kompetisi dalam sektor ritel dewasa ini, para peritel perlu memahami pentingnya preferensi format toko konsumen. Penelitian ini bertujuan untuk menganalisis loyalitas toko konsumen. Untuk menjawab tujuan tersebut, para peneliti melaksanakan wawancara mendalam untuk mengeksplorasi faktor yang mempengaruhi loyalitas toko konsumen dari dua jenis format toko ritel, yaitu specialty store dan multibrand store. Penelitian ini mengkonseptualisasikan faktor-faktor yang mempengaruhi loyalitas toko seperti loyalitas program, kepercayaan dan komitmen merek. Kepercayaan dan komitmen merek berfungsi sebagai faktor yang memediasi hubungan antara citra toko dan loyalitas terhadap toko. Selain itu, kepercayaan dan komitmen merek juga memediasi hubungan antara citra merek dengan loyalitas terhadap toko. Temuan penelitian ini menunjukkan bahwa konsumen memiliki perbedaan preferensi loyalitas terhadap dua jenis toko yang diteliti (specialty store dan multibrand store).

Abstrak :
This study generally aims to analyze how the preferences of Indonesian as a customer in consuming local and imported products. The specific purpose of this study is to confirm measurement tools of the customer perceived brand equity, which are product country image, culture, marketing mix, and product quality. The result of this study indicates that Indonesian consider much about the marketing mix and product quality, while not so much considering culture.The product country image on the other hand gives the opposite effect. It is significantly related but has negative impact to the customer preference. This study is expected to provide insight on factors that contribute to form customer preference, consumption, and behavior in consuming local and imported product. It is expected that this study can bring impact in increasing local product competitiveness so that local and imported product could compete equally. /