Strategi merespon customer complaint pada kegagalan jasa: study pada online shopper e-marketplace di Indonesia = Strategy to response customer complaint in service failure: a study of online shopper e-marketplace in Indonesia

Implementasi Kebijakan Penanganan Pengaduan Konsumen di Kantor Perwakilan Bank Indonesia Provinsi DKI Jakarta untuk Wilayah Jabodebeka = Implementation of Consumer Complaint Handling Policy at the Bank Indonesia Representative Office for DKI Jakarta Province in the Jabodebeka Region

Pengaruh persepsi-keadilan terhadap kepercayaan dan komitmen daripada pengadu-keluhan: suatu telaah pada mahasiswa pemakai telepon seluler di Bandung

A Complaint is agift: busing customer feed Back as a strategic tool

Efek tingkat partisipasi pelanggan dan atribusi kegagalan layanan terhadap kepuasan pelanggan dalam konteks pemulihan layanan: tinjauan teori equity dan teori atribusi = The Effect of customer participation level and failure attribution to customer satisfaction with service recovery from the perspective of equity theory and attribution theory