Persepsi Petugas Customer Relation Officer Dalam Service Recovery Rekomendasi Hak Guna Bangunan di Atas Hak Pengelolaan Lahan
DOI:
https://doi.org/10.31629/juan.v8i1.2076Keywords:
adaptive capability;service recovery;customer relation officers.Abstract
The purpose of this study is to describe what factors increase CRO's adaptability in service recovery on HGB over HPL in the Capital Investment Office and the One Stop Integrated Ministry of DKI Jakarta Province. The method used in this research is quantitative descriptive. Sources of data were taken from CRO officers who were directly involved in HGB services over HPL as many as 50 respondents. The technique of collecting data is done by distributing and filling out questionnaires. The results found that cultural competence, self-management, social capacity affect recovery Performance and information justice factors do not influence the Performance of CRO recovery services on HGB search services over HPL.
References
RUJUKAN
Blodgett, JG., DJ. Hill and SS. Tax. (1997). The Effects of Distributive, Procedural, and Interactional Justice on Postcomplaint Behavior. Journal of Retailing.
Chebat & Slusarczyk, 2005; Chebat, J.C., Babin, B., dan Kollias, P. (2002). What makes contact employees perform? Reactions to employee perceptions of managerial practices. Journal of Bank Marketing, 20 (7), p.325-332.
del RÃÂÂo-Lanza, 2009; del Rio-Lanza, A. B., Vazquez-Casielles, R., dan Diaz-Martin A.M. 2009. Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business Research, Vol. 62, No.8, pp. 775-781.
Davidow (2003) Davidow, M. 2003. Have You Heard The world? The effect of word of mouth on perceived justice, satisfaction and Repurchase Intention Following Complaint Handling. Journal of Consumer Satisfication
Ghoniyah,N. (2012). Pengaruh Komplain dan Pengaruhnya Terhadap Kepuasan dan Loyalitas Pelanggang Jasa. Jurnal Dharma Ekonomi STIE Semarang. No. 35/Thn XIX/April 2012
Gronroos, Cristian. (2007). Service management and Marketing 3. Chichester, NY: Wiley
Hart, Heskett dan Sasser (1990), Hart, Christopher W. L., James L. Heskett, dan W. Eearl Sasser Jr. (1990). "The Profitable Art of Service Recovery." Harvard Business Review 68 (July-August): 148-156.
Jung & Seock (2017), Jung N.A & Seock Y.K. (2017). Effect of Service Recovery on C ustomers’ Perceived Justice, Satisfaction, and Word-of-Mouth Intentions on Online Shopping Websites. Journal Retailing and Comsumer Service. Vol 30, pp 23-30
Lovelock and Wirtz (2010), Services Marketing: People, Technology, Strategy, 7th edition
Karatepe, O.M. 2006, “Customer complaints and organizational responses: the effects of complaints’ perceptions of justice on satisfaction and loyaltyâ€ÂÂ, International Journal of Hospitality Management, Vol. 25 No. 1, pp. 6990.
Kau, A.K. dan Loh, E.Wumer S.Y. (2006). The Effect of Service Recovery on Consumer Satisfaction: A Comparasion Between Complainants and NonComplainants, Journal of Service Marketing, Vol.20, No.2, pp.101-111
Kim et al (2009) Kim, T., Kim, W. G., Kim, H. (2009). The Effects of Perceived Justice on Recovery Satisfaction, Trust, Word of Mouth, and Revisit Intention in Upscale Hotels, Journal of Tourism Management . Vol 30, pp 51-62
Maxham dan Netemeyer (2002) Maxham III, JG. and RG. Netemeyer. (2002). Modeling Customer Perceptions of Complaint Handling Over Time. The Effects of Perceived Justice on Satisfaction and Intentention. Journal of Retailing. 78 (4). 239
McColl-Kennedy & Sparks 2003 McColl-Kennedy, J.R., Daus, C.S. and Sparks, B.A. 2003, The role of gender in reactions to service failure and recovery, Journal of Service Research, Vol. 6, No.1, pp. 66-82
McQuilken, L., Andrea. V dan David. B. 2007, The Influence of Procedural and Interactional Justice, and Disconfirmation on Customers’ Postrecovery Satisfaction Evaluations. ANZMAC : 3Rs, reputation responsibility relevance, University of Otago, School of Business, Dept. of Marketing, Dunedin, N.Z
Migacz et al (2017), Migacz, J.S., Zou, S.S., and Petrick, F.J., (2017). “The “Terminal†Effects of Service Failure on Airlines: Examining Service Recovery with Justice Theory†Journal of Travel Research, Vol. 57(1) 83–98
Rashid, Muhammad H.A.dan Fauziah Sh.Ahmad. 2014. The Role of Recovery Satisfaction on Relationship between Service Recovery and Brand Evangelism: A Conceptual Framework.
Siu, N.Y.M., Zhang, T.J.F. dan Yau, C.Y.J. 2013. The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery. Journal of Business Ethnics. Vol.114, pp 675-678
Smith et al., 1999; Smith, Bolton dan Janet Wagner. (1999). '`A Model of Customer Satisfaction With Service Encounters Involving Failure and Recovery?' Journal of Marketing Research 36 (August): 356-372.
Tax et al. (1998) Tax, S., Brown, S. dan Chandrashekaran, M.(1998). Customer Evaluations of Service Complaint Experiences: Implication for Relationship Marketing, Journal of Marketing,Vol.62,No.2,pp.60-76.Diambil dari http://www.scirp.org/reference.
Wirtz & Mattila, 2004; Wirtz, J dan Anna S. Mattila. 2004. Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of Service Industry Management, Vol. 15 No. 2, pp. 150-166
Katresna, Nadia, 2017. “Pengaruh Service Recovery Terhadap Kepuasan Tamu†(Survei Terhadap Free Individual Traveller Yang Melakukan Komplain Di Serela Riau Hotel Bandung)
“Gambaran Persepsi Petugas Puskesmas Dan Petugas Kantor Urusan Agama (Kua) Dalam Pelaksanaan Program Imunisasi Tetanus Toxoid (Tt) Pada Calon Pengantin Wanita Di Kota Tangerang Selatan Tahun 2011â€ÂÂ. Oleh Sawitri dan Ida Farida tahun 2011.
Gopalan, Oleh Visuanathan Gopalan, 2019 . The Moderating Role Of Service Recovery Performance On The Relationship Between Teamwork And Job Satisfaction: A Study Of Singaporean Banking Industryâ€ÂÂ
Harsono, soni, 2018. “Service Recovery And Its Effect On Students Satisfaction, Trust, And Wom Communicationâ€ÂÂ.
Manesh, Kumar “Three Dimensions Of Service Recovery: Examining Relationship And Impactâ€ÂÂ
Peraturan Gubernur DKI Jakarta No. 239 Tahun 2015 tentang Tata Cara Pemberian Rekomendasi atas Permohonan Sesuatu Hak di atas Bidang Tanah Hak Pengelolaan Tanah Eks Desa dan Tanah Eks Kota Praja Milik/Dikuasai Pemerintah Provinsi Daerah Khusus Ibukota Jakarta
Undang-Undang Nomor 32 Tahun 2004 Tentang Pemerintahan Daerah
Undang-Undang Nomor 22 Tahun 1999 Tentang Pemerintahan Daerah
Blodgett, JG., DJ. Hill and SS. Tax. (1997). The Effects of Distributive, Procedural, and Interactional Justice on Postcomplaint Behavior. Journal of Retailing.
Chebat & Slusarczyk, 2005; Chebat, J.C., Babin, B., dan Kollias, P. (2002). What makes contact employees perform? Reactions to employee perceptions of managerial practices. Journal of Bank Marketing, 20 (7), p.325-332.
del RÃÂÂo-Lanza, 2009; del Rio-Lanza, A. B., Vazquez-Casielles, R., dan Diaz-Martin A.M. 2009. Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business Research, Vol. 62, No.8, pp. 775-781.
Davidow (2003) Davidow, M. 2003. Have You Heard The world? The effect of word of mouth on perceived justice, satisfaction and Repurchase Intention Following Complaint Handling. Journal of Consumer Satisfication
Ghoniyah,N. (2012). Pengaruh Komplain dan Pengaruhnya Terhadap Kepuasan dan Loyalitas Pelanggang Jasa. Jurnal Dharma Ekonomi STIE Semarang. No. 35/Thn XIX/April 2012
Gronroos, Cristian. (2007). Service management and Marketing 3. Chichester, NY: Wiley
Hart, Heskett dan Sasser (1990), Hart, Christopher W. L., James L. Heskett, dan W. Eearl Sasser Jr. (1990). "The Profitable Art of Service Recovery." Harvard Business Review 68 (July-August): 148-156.
Jung & Seock (2017), Jung N.A & Seock Y.K. (2017). Effect of Service Recovery on C ustomers’ Perceived Justice, Satisfaction, and Word-of-Mouth Intentions on Online Shopping Websites. Journal Retailing and Comsumer Service. Vol 30, pp 23-30
Lovelock and Wirtz (2010), Services Marketing: People, Technology, Strategy, 7th edition
Karatepe, O.M. 2006, “Customer complaints and organizational responses: the effects of complaints’ perceptions of justice on satisfaction and loyaltyâ€ÂÂ, International Journal of Hospitality Management, Vol. 25 No. 1, pp. 6990.
Kau, A.K. dan Loh, E.Wumer S.Y. (2006). The Effect of Service Recovery on Consumer Satisfaction: A Comparasion Between Complainants and NonComplainants, Journal of Service Marketing, Vol.20, No.2, pp.101-111
Kim et al (2009) Kim, T., Kim, W. G., Kim, H. (2009). The Effects of Perceived Justice on Recovery Satisfaction, Trust, Word of Mouth, and Revisit Intention in Upscale Hotels, Journal of Tourism Management . Vol 30, pp 51-62
Maxham dan Netemeyer (2002) Maxham III, JG. and RG. Netemeyer. (2002). Modeling Customer Perceptions of Complaint Handling Over Time. The Effects of Perceived Justice on Satisfaction and Intentention. Journal of Retailing. 78 (4). 239
McColl-Kennedy & Sparks 2003 McColl-Kennedy, J.R., Daus, C.S. and Sparks, B.A. 2003, The role of gender in reactions to service failure and recovery, Journal of Service Research, Vol. 6, No.1, pp. 66-82
McQuilken, L., Andrea. V dan David. B. 2007, The Influence of Procedural and Interactional Justice, and Disconfirmation on Customers’ Postrecovery Satisfaction Evaluations. ANZMAC : 3Rs, reputation responsibility relevance, University of Otago, School of Business, Dept. of Marketing, Dunedin, N.Z
Migacz et al (2017), Migacz, J.S., Zou, S.S., and Petrick, F.J., (2017). “The “Terminal†Effects of Service Failure on Airlines: Examining Service Recovery with Justice Theory†Journal of Travel Research, Vol. 57(1) 83–98
Rashid, Muhammad H.A.dan Fauziah Sh.Ahmad. 2014. The Role of Recovery Satisfaction on Relationship between Service Recovery and Brand Evangelism: A Conceptual Framework.
Siu, N.Y.M., Zhang, T.J.F. dan Yau, C.Y.J. 2013. The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery. Journal of Business Ethnics. Vol.114, pp 675-678
Smith et al., 1999; Smith, Bolton dan Janet Wagner. (1999). '`A Model of Customer Satisfaction With Service Encounters Involving Failure and Recovery?' Journal of Marketing Research 36 (August): 356-372.
Tax et al. (1998) Tax, S., Brown, S. dan Chandrashekaran, M.(1998). Customer Evaluations of Service Complaint Experiences: Implication for Relationship Marketing, Journal of Marketing,Vol.62,No.2,pp.60-76.Diambil dari http://www.scirp.org/reference.
Wirtz & Mattila, 2004; Wirtz, J dan Anna S. Mattila. 2004. Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of Service Industry Management, Vol. 15 No. 2, pp. 150-166
Katresna, Nadia, 2017. “Pengaruh Service Recovery Terhadap Kepuasan Tamu†(Survei Terhadap Free Individual Traveller Yang Melakukan Komplain Di Serela Riau Hotel Bandung)
“Gambaran Persepsi Petugas Puskesmas Dan Petugas Kantor Urusan Agama (Kua) Dalam Pelaksanaan Program Imunisasi Tetanus Toxoid (Tt) Pada Calon Pengantin Wanita Di Kota Tangerang Selatan Tahun 2011â€ÂÂ. Oleh Sawitri dan Ida Farida tahun 2011.
Gopalan, Oleh Visuanathan Gopalan, 2019 . The Moderating Role Of Service Recovery Performance On The Relationship Between Teamwork And Job Satisfaction: A Study Of Singaporean Banking Industryâ€ÂÂ
Harsono, soni, 2018. “Service Recovery And Its Effect On Students Satisfaction, Trust, And Wom Communicationâ€ÂÂ.
Manesh, Kumar “Three Dimensions Of Service Recovery: Examining Relationship And Impactâ€ÂÂ
Peraturan Gubernur DKI Jakarta No. 239 Tahun 2015 tentang Tata Cara Pemberian Rekomendasi atas Permohonan Sesuatu Hak di atas Bidang Tanah Hak Pengelolaan Tanah Eks Desa dan Tanah Eks Kota Praja Milik/Dikuasai Pemerintah Provinsi Daerah Khusus Ibukota Jakarta
Undang-Undang Nomor 32 Tahun 2004 Tentang Pemerintahan Daerah
Undang-Undang Nomor 22 Tahun 1999 Tentang Pemerintahan Daerah
Downloads
Published
2020-06-25
How to Cite
Putri, A. A., & Fitriati, R. (2020). Persepsi Petugas Customer Relation Officer Dalam Service Recovery Rekomendasi Hak Guna Bangunan di Atas Hak Pengelolaan Lahan. Jurnal Ilmu Administrasi Negara (JUAN), 8(1), 35–50. https://doi.org/10.31629/juan.v8i1.2076
Issue
Section
Articles
License
Jurnal Ilmu Administrasi Negara (JUAN) This work is licensed under
a Creative Commons Attribution-ShareAlike 4.0 International License
You are free to:
- Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- ShareAlike — If you remix, transform, or build upon the material, you must distribute your contributions under the same license as the original.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
