Jeanne Ellyawati
Service providerService qualityBusinessRegression analysisMarketingCustomer satisfactionService recoveryJustice (ethics)Interactional justiceProcedural justiceIndonesianContext (language use)Service (business)Social psychology
2Publications
1H-index
15Citations
Publications 2
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#1Jeanne EllyawatiH-Index: 1
Last. Hester van HerkH-Index: 1
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This study examines the model of consumer perceptions of service recovery in the context of service failure. Adopting the concept of justice theory, this study is to investigate the influence of perceived justice and its impact on recovery satisfaction. The data used in this study were collected based on laboratory experimental design. The 381 graduate students were recruited from Atma Jaya Yogyakarta University and Gadjah Mada University, Indonesia as participants. Hypothesis testing was employ...
#1Jeanne EllyawatiH-Index: 1
#2B.M. Purwanto (UGM: Gadjah Mada University)H-Index: 5
Last. Basu Swastha Dharmmesta (UGM: Gadjah Mada University)H-Index: 6
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This study examines the impact of service failure through the model of service recovery evaluation. The study focuses on the concept of justice theory to determine the influence of emotions on the three dimensions of justice (distributive, procedural, and interactional) for consumer satisfaction. The study considered a sample of 102 retailers in the Yogyakarta region in Indonesia, whose customers had experienced service failure and received service recovery. This study hypothesizes that perceive...
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