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Can I read The WOM Effect to Perceived Justice, Satisfaction and Repurchase Intentions on EtoBox?
The WOM Effect to Perceived Justice, Satisfaction and Repurchase Intentions by Hariyadi Tri Wahyu Putra is a Business, Management and Accounting article available to read on EtoBox.
What is The WOM Effect to Perceived Justice, Satisfaction and Repurchase Intentions about?
The background of this research focused on complaint management in catering service in Jakarta, thus focused on justice or fairness theory to explain satisfaction with the complaint handling process with post complaint customer behaviour such as word of mouth (WOM) or repurchase intentions. The objective (s) of this research was to examine the impact of WOM as mediating variable to perceived fairness, satisfaction, and repurchase intentions. This will hopefully. shed some more light on the post complaint customer behavior process especially in catering service. Data analysis in this research used Structural Equation Model (SEM) with AMOS 4.0 software. Perceived fairness would have a positive effect on satisfaction, but would not have a positive effect on WOM valance and repurchase intentions. Perceived fairness would have a negative effect on WOM dissemination. WOM valance would have a positive effect on repurchase intentions, but would not on satisfaction. WOM dissemination would have a negative effect on satisfaction and WOM valance. but would not significantly on repurchase intentions. Satisfaction would not always have a positive effect on repurchase intentions.
Who reads The WOM Effect to Perceived Justice, Satisfaction and Repurchase Intentions?
It is typically read by researchers, students, and practitioners in Business, Management and Accounting.
- Author
- Hariyadi Tri Wahyu Putra
- Publisher
- Universitas Trisakti
- Published
- 2016
- Language
- EN
- Field
- Business, Management and Accounting (Social Sciences)