Proceedings of the 5th Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-5 2020)

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Customer Forgiveness: Can Decrease Customer Dissatisfaction?

Authors
Hesti Maria Putri, Mike Yolanda, Astri Yuza Sari, Abror
Corresponding Author
Astri Yuza Sari
Available Online 27 November 2020.
DOI
10.2991/aebmr.k.201126.080How to use a DOI?
Keywords
Distributive justice, customer forgiveness, dissatisfaction
Abstract

Customer dissatisfaction caused by service failure their received. Oftentimes customer dissatisfaction gives a bad impact to business owners because their share disappointed feeling to people they know or posted on their social media. This is expected to be able to contribute to the development of the tourism sector in the future in responding to tourist dissatisfaction, to prevent the emergence of post-visit disruptive behavior. So it does not interfere with the sustainability of the tourism sector. In this research was conducted in several tourist destinations in West Sumatra and involve 100 respondents selected by accidental sampling. Data processing is performed using Smart PLS 3.2.8. The results of this study indicate that distributive justice, has no significant effect on Customer Dissatisfaction directly and trough customer forgiveness.

Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 5th Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-5 2020)
Series
Advances in Economics, Business and Management Research
Publication Date
27 November 2020
ISBN
978-94-6239-280-9
ISSN
2352-5428
DOI
10.2991/aebmr.k.201126.080How to use a DOI?
Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - Hesti Maria Putri
AU  - Mike Yolanda
AU  - Astri Yuza Sari
AU  - Abror
PY  - 2020
DA  - 2020/11/27
TI  - Customer Forgiveness: Can Decrease Customer Dissatisfaction?
BT  - Proceedings of the 5th Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-5 2020)
PB  - Atlantis Press
SP  - 723
EP  - 729
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.201126.080
DO  - 10.2991/aebmr.k.201126.080
ID  - Putri2020
ER  -