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

Analisis peranan ekuitas merek terhadap kepuasan pelanggan dan loyalitas merek pada The Harvest Patissier & Chocolatier = Role of brand equity to customer satisfaction and brand loyalty at The Harvest Patissier & Chocolatier

Analisis penanganan keluhan pelanggan oleh instalasi pemasaran dan humas Rumah Sakit Umum Pusat Fatmawati tahun 2012 = Analysis of handling customer complaints by Marketing and Public Relations installation at RSUP Fatmawati in 2012

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 perceived quality terhadap repurchase intention yang di mediasi oleh variabel-variabel perceived equity, perceived value, customer satisfaction, expected switching cost, dan brand preference : studi kasus pelanggan Garuda Indonesia = The effect of perceived quality toward repurchase intention with mediating variables of perceived equity, perceived value, customer satisfaction, expected switching cost, and brand preference : case study of Garuda Indonesia