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"Penelitian ini bertujuan untuk menganalisis pengaruh social media interaction terhadap emotional attachment brand relationship quality dan word of mouth Sampel penelitian ini adalah 215 orang pengunjung festival musik yang diteliti dalam penelitian antara lain We The Fest 2014 Sounds Fair 2014 Jakarta Blues Festival 2014 Jazz Goes to Campus 2014 Djakarta Warehouse Project 2014 Hammersonic 2015 Music Gallery 2015 dan Java Jazz Festival 2015 dan dikumpulkan menggunakan metode non probability sampling dengan teknik convenience dan snowball sampling Data diolah dengan menggunakan metode Structural Equation Modelling Hasil penelitian menunjukkan bahwa social media interaction memberikan pengaruh positif terhadap emotional attachment Namun social media interaction tidak memberikan pengaruh langsung terhadap brand relationship quality melainkan melalui emotional attachment Kemudian emotional attachment juga tidak memberikan pengaruh langsung terhadap word of mouth melainkan melalui brand relationship quality

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This study aims to analyze the effect of social media interaction to emotional attachment brand relationship quality and word of mouth The sample are visitors of the music festivals examined in the study such as We The Fest 2014 Sounds Fair 2014 Jakarta Blues Festival 2014 Jazz Goes to Campus 2014 Djakarta Warehouse Project 2014 Hammersonic 2015 the Music Gallery in 2015 and the Java Jazz Festival 2015 and gathered through non probability sampling method using convenience and snowball sampling technique The data was processed using Structural Equation Modeling The results show that social media interaction has a positive effect on emotional attachment However social media interaction doesn't have a direct effect on brand relationship quality instead it influences brand relationship quality through emotional attachment The results also show the emotional attachment does not provide a direct effect on word of mouth and it does through brand relationship quality instead."

"In our hype-infested society, honest and positive word of mouth can multiply sales explosively. But for those who think it happens by chance (as most marketers do), this book will be an eye-opener. The surprising truth is that word of mouth can be implemented as strategically as any other form of marketing--and at significantly lower cost! This is especially good news for any seller of products or services who must maximize every marketing dollar. Central to this book is the innovative Decision Matrix, which helps readers identify who their potential buyers are and what messages those prospects need to hear from friends, coworkers, and trusted advisors. This matrix is followed by step-by-step guidance on how to construct an integrated "no vested interest" campaign that leverages all channels (including traditional media, the Internet, and PR), penetrates successive tiers of audiences, and builds sales exponentially. Marketers will learn how to: * Target the predominate adopter type (innovator, early, middle, late, laggard) * Create the content--the actual words--needed to accelerate the process * Identify the sources and delivery mechanisms that will be most persuasive * Use the wide variety of methods that trigger runaway word of mouth."

"Penanganan keluhan merupakan salah satu strategi pemulihan jasa yang telah diidentifikasikan sebagai satu dari kunci utama pencapaian loyalitas pelanggan. Penelitian ini dilakukan berdasarkan penelitian terdahulu dengan tujuan untuk mendapatkan gambaran mengenai efek komunikasi word-of-mouth sebagai mediator antara persepsi keadilan, kepuasan, dan intensi penggunaan ulang pelanggan pasca penanganan keluhan. Penelitian ini dilakukan pada pelanggan Auto 2000 di Jakarta yang mengaku pernah menyampaikan keluhan pada pihak Auto 2000. Berdasarkan hasil jawaban kuesioner dari 130 responden, didapatkan data primer yang kemudian dianalisis dengan metode Structural Equation Modeling (SEM), menggunakan program LISREL 8.30. Dari hasil penelitian didapatkan bahwa komunikasi word-of-mouth dan kepuasaan secara bersama-sama memegang peranan penting sebagai mediator antara persepsi keadilan dan intensi penggunaan ulang pelanggan. Persepsi keadilan distributif merupakan persepsi keadilan yang paling mempengaruhi valensi word-of-mouth dan kepuasan. Hasil penelitian ini juga menunjukkan bahwa pelaku keluhan pada Auto 2000 di Jakarta mempunyai kecenderungan untuk lebih menyebarkan word-of-mouth yang positif.

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Complaint handling is one of the service recovery strategies which have been identified as one of the key factor to achieving customer's loyalty. This research is based on previous research and the purpose is to examine the impact that word-of-mouth communication has as a mediating variable between customer's perceived justice and satisfaction and repurchase intentions after complaint handling. This research is conducted to Auto 2000's customers in Jakarta who admitted have complaining to Auto 2000. Total of 130 respondents responded to the invitation to participate in the survey and answered the questioners. Structural Equation modeling with applicable software package LISREL 8.30 is used as data analysis method. The research found that word-of-mouth communication and satisfaction together play important role as mediator between perceived justice and repurchase intentions. Distributive justice is the perceived justice's dimension which has the most influence on word-of-mouth valence and satisfaction. This research also shows that complainers at Auto 2000 Jakarta have tendency to spread more positive word-of-mouth."

"This summary has been provided to allow managers and executives a rapid appreciation of the content of the article. Those with a particular interest in the topic covered may then read the article to take advantage of the more comprehensive description of the research undertaken and its results to get the full benefit of the material present. Customer satisfaction is crucial to the success of any business. A dissatisfied customer relates his or her bad experience with a service provider to, on average, between 10 and 20 other people. Service recovery - the action the service provider takes in response to poor service quality - must therefore be carried out effectively in order to pacify the dissatisfied customer and reduce the damage in the relationship. Researcher examines service recovery in Telkomsel' s customers. Analysis on 137 respondents have proved that service recoveries effect 3 perceived justice. They are procedural justice, interactional justice and distributive justice. Procedural justice makes the strongest contribution, while interactional justice contributes less. Moreover, customers who are satisfied with the service recovery are more likely to trust the firm, less likely to make harmftil comments about it to family and friends and, to a lesser extent, are more likely to be loyal and committed to the firm. Satisfied complainants show significantly higher ratings for trust, word of mouth and loyalty than their counterparts who are dissatisfied with the service recovery. Ordinary, satisfied customers are more likely to trust the firm and talk positively about it to family and friends than are the satisfied complainants. Dissatisfied complainants are less likely to trust the firm and more likely to criticize it to family and friends than are dissatisfied non-complainants, but there is no significant difference between dissatisfied complainants and dissatisfied non-complainants in their level of loyalty and WOM intentions to the firm. complainant jauh lebih tinggi dibandingkan dengan trust pada satisfied non-complainant. mi mengindikasikan adanya recovery paradox. Sementara WOM dan loyalty pada satisfied complainant dan satisfied non-complainant memiliki nilai yang tidak terlalu berbeda. Dari penelitian mi, penulis menilai dalam pandangan pelanggan Telkomsel bahwa service recovery berhasil jika awal dari dari tahap sistem tersebut (procedural justice) dilakukan dengan benar. Sementara penangan yang sangat baik pada pelaksanaan service recovery menjaga citra perusahaan dari dampak WOM negatif. Dan adanya indikasi recovery paradox, menunjukkan bahwa Telkomsel masih mempunyai peluang dalam peningkatan kepuasan konsumen. Pelayanan terhadap pelanggan yang komplain haruslah dipertahankan untuk membantu mengetahui kebutuhan pelanggan yang selalu berubah dan penilaian kinerja perusahaan selarna mi.

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This summary has been provided to allow managers and executives a rapid appreciation of the content of the article. Those with a particular interest in the topic covered may then read the article to take advantage of the more comprehensive description of the research undertaken and its results to get the full benefit of the material present. Customer satisfaction is crucial to the success of any business. A dissatisfied customer relates his or her bad experience with a service provider to, on average, between 10 and 20 other people. Service recovery - the action the service provider takes in response to poor service quality - must therefore be carried out effectively in order to pacify the dissatisfied customer and reduce the damage in the relationship. Researcher examines service recovery in Telkomsel' s customers. Analysis on 137 respondents have proved that service recoveries effect 3 perceived justice. They are procedural justice, interactional justice and distributive justice. Procedural justice makes the strongest contribution, while interactional justice contributes less. Moreover, customers who are satisfied with the service recovery are more likely to trust the firm, less likely to make harmftil comments about it to family and friends and, to a lesser extent, are more likely to be loyal and committed to the firm. Satisfied complainants show significantly higher ratings for trust, word of mouth and loyalty than their counterparts who are dissatisfied with the service recovery. Ordinary, satisfied customers are more likely to trust the firm and talk positively about it to family and friends than are the satisfied complainants. Dissatisfied complainants are less likely to trust the firm and more likely to criticize it to family and friends than are dissatisfied non-complainants, but there is no significant difference between dissatisfied complainants and dissatisfied non-complainants in their level of loyalty and WOM intentions to the firm. Researcher examines Telkomsel that service recovery should be done on the right way. It could be helped the others justice such as interactional justice and distributive justice run successfiully. The management of the procedure of service recovery and deployment of trained and skilled personnel to handle customer complaints are important to ensure satisfaction with the service recovery. On the other hand, good treatment on the service recovery is extremely maintained the company image from negative impact, such as WOM (Words of Mouth). Indicated recovery paradox showed that Telkomsel is still has the opportunity to improve customer satisfaction. Telkomsel should have a system to handle any kind of complaints. It is help Telkomsel to know customer's need well and Telkomsel performance be assessed."

"ABSTRAKTujuan penelitian ini adalah untuk menganalisis bagaimana pengaruh word of mouth terhadap minat beli konsumen pada Tune Hotels Kuta-Bali. Penelitian ini menggunakan pendekatan kuantitatif. Sampel dalam penelitian ini adalah 100 konsumen yang berdomisili di DKI Jakarata dengan menggunakan metode nonprobability sampling serta teknik purposive. Instrumen penelitian ini menggunakan kuesioner dan dianalisis menggunakan simple regression. Hasil penelitian ini menunjukkan bahwa word of mouth memiliki pengaruh yang signifikan terhadap minat beli. Word of mouth mempengaruhi minat beli sebesar56.3%, dan sisanya sebesar 43.7% dipengaruhi oleh faktor lain. Hasil analisis menunjukkan bahwa dimensi volume dan dispersion mempunyai pengaruh yang signifikan terhadap minat beli.

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The objective of this research is to analyze the effect of word of mouth on Consumer Purchase Intention at Tune Hotels Kuta-Bali. This research applied quantitative approach. The sample of this research is 100 consumers who are domiciled in DKI Jakarta, collected using non-probability sampling and purposive technique. This research used questionnaire as research instrument and analyzed with simple regression. The result of this research indicate that word of mouth have a significant effect on consumer purchase intention. Word of mouth effect consumer purchase intention equal to 56.3%, and the residue equal to 43.7% effected by some other factor. The analysis result indicated that volume and dispersion factors have a significant effect on consumen purchase intention."

"Tujuan penelitian ini adalah untuk menganalisis bagaimana pengaruh servicescape terhadap pembentukan Word of Mouth (WOM) oleh konsumen Restoran Marché Cabang Plaza Senayan. Penelitian ini menggunakan pendekatan kuantitatif. Sampel dalam penelitian ini adalah 100 pengunjung Restoran Marché Cabang Plaza Senayan dengan menggunakan metode non-probability sampling serta teknik purposive. Instrumen penelitian ini menggunakan kuesioner dan dianalisis menggunakan linear regression. Hasil penelitian ini menunjukkan bahwa servicescape memiliki pengaruh 26.5% dalam pembentukan WOM konsumen Restoran Marché Cabang Plaza Senayan, dan 73.5% sisanya dipengaruhi oleh faktor lain.

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The objective of this research is to analyze how the influence of servicescape in establish Word of Mouth (WOM) by consumers of Marché Restaurant at Plaza Senayan. This research applied quantitative approach. The sample of this research is 100 consumers of Marché Restaurant at Plaza Senayan, collected using nonprobability sampling and purposive technique. This research used questionnaire as research instrument and analyzed using linear regression. The result of this research shows that servicescape has influence 26.5% in establish WOM of consumers Marché Retaurant at Plaza Senayan, and 73.5% was influenced by the other factors."

"Seiring dengan pertumbuhan dan evolusi internet, electronic word of mouth telah menjadi fenomena yang penting. Tujuan penelitian ini adalah untuk menganalisis pengaruh electronic word of mouth (eWOM) terhadap minat beli konsumen di testimonial Forum Jual Beli (FJB) Kaskus. Penelitian ini menggunakan pendekatan kuantitatif. Sampel dalam penelitian ini adalah 100 responden yang masyarakat yang dapat mengakses internet, memiliki pengetahuan mengenai internet, bertempat tinggal di daerah Jakarta yang pernah berkunjung dan belum pernah membeli produk di thread (lapak) Forum Jual Beli Kaskus dengan menggunakan metode non-probability sampling serta teknik purposive sampling. Instrumen penelitian ini menggunakan kuesioner dan dianalisis menggunakan regresi linear sederhana. Hasil penelitian ini menunjukkan bahwa electronic word of mouth (eWOM) di testimonial Forum Jual Beli Kaskus memiliki pengaruh terhadap minat beli sebesar 20,9%.

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Following the growth and evolution of the Internet, electronic word of mouth has become an important phenomenon. The objective of this research is to analyze how the effect of electronic word of mouth (eWOM) toward purchase intention in testimonial Forum Jual Beli Kaskus. This research applied quantitative approach. The sample of this research is 100 respondens who' have been and have never purchased the product in the thread Forum Jual Beli Kaskus, collected using nonprobability sampling and purposive sampling technique. This research used questionnaire as research instrument and analyzed with linear regression. The result of this research indicate that electronic word of mouth (eWOM) has 20,9% influence toward purchase intention."

"Penelitian ini bertujuan untuk mengetahui hubungan antara electronic word-of mouth, citra daerah tujuan wisata, sikap wisatawan terhadap daerah tujuan wisata,dan keinginan berwisata. Fokus dari penelitian ini adalah wisatawan nusantara yang pernah atau sedang berkunjung ke daerah tujuan wisata Provinsi DIY dalam periode tahun 2012-2013. Studi lapangan terhadap 100 wisatawan nusantara menunjukkan hasil melalui Structural Equation Model bahwa electronic word-ofmouth berdampak pada terciptanya citra daerah tujuan wisata, dan selanjutnya citra daerah tujuan wisata memiliki peran dalam terbentuknya sikap wisatawan terhadap daerah tujuan wisata dan keinginan untuk berwisata.

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This research aims to investigate the relationship between electronic word-ofmouth, destination image, tourist attitude toward destination, and travel intention. Particularly, It focuses on the national tourists which have visited or currently visit to DIY Province during period of 2012-2013. The field study of 100 national tourists through Structural Equation Model shows that electronic word-of-mouth affects to the destination image creation and also it shapes the tourists attitude towards destination as well as travel intention."