MENUMBUHKAN SERVICE LOYALTY MELALUI KUALITAS PELAYANAN DAN PENGELOLAAN RESPON EMOSI KONSUMEN PADA PERUSAHAAN JASA
Abstract: After the
1998 financial crisis
in Asia a
rapid growth of
importance in service industries are taking on here in
Indonesia. Therefore, the competitions of service businesses are
becoming so tight
that moves the
companies to find
an effective way to
compete with their
competitors. Services are
one of the
ways used by service industries as an edge to
competitive business. Because of this, companies need to push into its limit in
order to create service loyalty on their costumers to make costumers
loyal. In this
paper propose two
factors that influence
service loyalty. That is,
service quality and
managing emotional responses
of the customers. The
right service quality
and the good
management of emotional responds can
build a strong
service loyalty on
their costumers. Finally,
this paper also gives
some practices or
ways to improve
service quality and management of
emotional responses of the costumers
for managerial practitioners.
Keywords: service loyalty,
kualitas pelayanan, respon emosi konsumen, bisnis jasa
Penulis: Y.Agung Adi Nugroho
Kode Jurnal: jpmanajemendd060043
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