Analysis of Service Recovery Toward Corporate Image at PT PLN (Persero) ULP Banjarnegara

Ery Dwi Santosa, Suliyanto Suliyanto, Nur Choirul Afif

Abstract


In the mean time, electrical energy has become a major need for the society, so that if there is a service
failure in electrical energy distribution, it will cause customer complaints that affect the corporate image.
Service failure which is followed up with corporate’s good service recovery and understanding to customers
will have a big impact not only in customer response but also customer loyalty. The purpose of this study
was to measure the satisfaction of service recovery felt by customers as a result of service failure and its
impact on the corporate image. Data were collected using questionnaire with 5-point Likert scale on
customers who had made complaints to PLN ULP Banjarnegara. The results of this study showed that
perceived justice had positive effect on service recovery satisfaction and in the end service recovery
satisfaction had a positive effect on corporate image. The managerial implication of this research was about
emphasizing justice and perceived recovery satisfaction in order to improve the corporate image.
Keywords: perceived justice; service recovery; corporate image.


Full Text:

PDF

References


Adams, J. S. (1963). Toward an understanding of inequity. Journal of Abnormal and Social Psychology,

, 422-36

Andreassen, T. W. (2001). From Disgust to Delight: Do Customers Hold a Grudge? Journal of Service

Research, 4(1), 39–49. https://doi.org/10.1177/109467050141004

Bies, R. J., & Greenberg, J. (2017). Justice, culture, and corporate image: The swoosh, the sweatshops, and

the sway of public opinion. The Blackwell Handbook of Cross‐Cultural Management, 320-334.

Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional

justice on postcomplaint behavior. Journal of Retailing, 73(2), 185–210.

https://doi.org/10.1016/S0022-4359(97)90003-8

Brown, Tom J., Peter A. Dacin, Michael G. Pratt, and David A. Whetten (2006), ‘‘Identity, Intended Image,

Construed Image, and Reputation: An Interdisciplinary Framework and Suggested Terminology,’’

Journal of the Academy of Marketing Science, 34 (2), 99-106.

Chen, P., & Kim, Y. G. (2019). Role of the perceived justice of service recovery: A comparison of firsttime

and repeat visitors. Tourism and Hospitality Research, 19(1), 98-111.

de Matos, Celso Augusto, Jorge Luiz Henrique, and Carlos Alberto Vargas Rossi (2007), ‘‘Service

Recovery Paradox: A MetaAnalysis,’’ Journal of Service Research, 10(1), 60-77.

Ellyawati, J., Atma, U., Yogyakarta, J., Dharmmesta, B. S., Mada, U. G., Purwanto, B. M., Mada, U. G.,

Herk, H. Van, & Amsterdam, V. U. (2013). PERCEIVED JUSTICE IN SERVICE RECOVERY :

STUDY OF EXPERIMENTAL DESIGN PERCEIVED JUSTICE IN SERVICE RECOVERY : STUDY.

January.

Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables

and measurement error. Journal of marketing research, 18(1), 39-50

Goodwin, C. & Ross, I. (1992). Consumer responses to service failures: influence of procedural and

interactional fairness perceptions. Journal of Business Research, 25, 149-63.

Gustafsson, A. (2009). Customer satisfaction with service recovery. Journal of business research, 62(11),

-1222.

Gyung Kim, M., Wang, C., & Mattila, A. S. (2010). The relationship between consumer complaining

behavior and service recovery: An integrative review. International Journal of Contemporary

Hospitality Management, 22(7), 975–991.

Hair, J. F., Celsi, M., Ortinau, D. J., & Bush, R. P. (2010). Essentials of marketing research (Vol. 2). New

York, NY: McGraw-Hill/Irwin.

Kamath, P. R., Pai, Y. P., & Prabhu, N. K. P. (2020). Determinants of recovery satisfaction and service

loyalty: the differing effects of service recovery system and service recovery performance. Journal

of Service Theory and Practice, 30(6), 643–679.

Kaplan, D. (2008). Structural equation modeling: Foundations and extensions (Vol. 10). Sage Publications.

Karatepe, O. M. (2006). Customer complaints and organizational responses: The effects of complaints’

perceptions of justice on satisfaction and loyalty. International Journal of Hospitality Management,

(1), 69–90.

Kau, Ah-Keng and Elizabeth Wan-Yiun Loh (2006), ‘‘The Effects of Service Recovery on Consumer

Satisfaction: A Comparison between Complainants and Non-Complainants,’’ The Journal of

Services Marketing, 20 (2), 101-111.

Oh, H. (Ed.). (2009). Handbook of hospitality marketing management. Routledge.

McCollough, Michael A., Leonard L. Berry, and Manjit S. Yadav (2000), ‘‘An Empirical Investigation of

Customer Satisfaction after Service Failure and Recovery,’’ Journal of Service Research, 3 (2), 121-

Mostafa, R. B., Lages, C. R., Shabbir, H. A., & Thwaites, D. (2015). Corporate Image: A Service Recovery

Perspective. Journal of Service Research, 18(4), 468–483.

https://doi.org/10.1177/1094670515584146

Nikbin, D., Ismail, I., Marimuthu, M., & Jalalkamali, M. (2010). Perceived Justice in Service Recovery and

Recovery Satisfaction: The Moderating Role of Corporate Image. International Journal of Marketing

Studies, 2(2), 47–56. https://doi.org/10.5539/ijms.v2n2p47

Nguyen, Nha and Gaston Leblanc (1998), ‘‘Indicators of the Corporate Image in the Service Sector: A

Survey of New Clients of a Life Insurance Company,’’ Canadian Journal of Administrative

Sciences—Revue Canadienne Des Sciences De L Administration, 15 (2), 128-141.

Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters

involving failure and recovery. Journal of Marketing Research, 36(3), 356–373.

Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluation of service complaint

experiences: implications for relationship marketing. Journal of Marketing, 62, 60-76.


Refbacks

  • There are currently no refbacks.