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

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

Analisis manajemen pengaduan konsumen pada pelaku usaha jasa keuangan di PT. BNI Life Insurance = Complaint management analysis on financial service sector at PT. BNI Life Insurance