PENGARUH MODERASI NEUROTICISM TERHADAP HUBUNGAN CUSTOMER EMOTION KARENA KEGAGALAN LAYANAN DAN WORD OF MOUTH
Dublin Core
Title
PENGARUH MODERASI NEUROTICISM TERHADAP HUBUNGAN CUSTOMER EMOTION KARENA KEGAGALAN LAYANAN DAN WORD OF MOUTH
Subject
conventional word of mouth, online consumer behavior, electronic word of mouth, neuroticism,
millennial generation
millennial generation
Description
Word of mouth becomes a channel for marketers to carry out marketing strategies, in addition to being a channel for marketers, word of mouth also becomes a channel for consumers to submit complaints about the services received. The rapid development of technology makes word of mouth originally conveyed by consumers directly develop into Electronic Word of Mouth (EWOM), where through this channel consumers can submit their complaints through social media and information provided by consumers can be reached by all people in each country. This study aims to determine whether Electronic Word of Mouth
is still running in conjunction with Conventional Word of Mouth (CWOM) and which has the largest contribution. Researchers used an online questionnaire survey using purposive sampling and millennial generation as respondents, so the final sample obtained was 239 questionnaires. This finding shows there is a correlation between all variables. Conventional Word of Mouth is
still a channel for consumers to spread negative reviews on services and have a greater contribution than the spread of reviews using Electronic Word of Mouth .
is still running in conjunction with Conventional Word of Mouth (CWOM) and which has the largest contribution. Researchers used an online questionnaire survey using purposive sampling and millennial generation as respondents, so the final sample obtained was 239 questionnaires. This finding shows there is a correlation between all variables. Conventional Word of Mouth is
still a channel for consumers to spread negative reviews on services and have a greater contribution than the spread of reviews using Electronic Word of Mouth .
Creator
Nurul Shalin
Source
http://jam.stieykpn.ac.id/index.php/jam/issue/view/131
Publisher
STIE YKPN Yogyakarta
Date
Agustus 2020
Contributor
Sri Wahyuni
Rights
P ISSN 2621-7031
E ISSN 2621-704X
E ISSN 2621-704X
Format
PDF
Language
Indonesian
Type
Text
Coverage
Jurnal Akuntansi dan Manajemen STIE YKPN Yogyakarta 2020
Files
Collection
Citation
Nurul Shalin, “PENGARUH MODERASI NEUROTICISM TERHADAP HUBUNGAN CUSTOMER EMOTION KARENA KEGAGALAN LAYANAN DAN WORD OF MOUTH,” Repository Horizon University Indonesia, accessed March 14, 2025, https://repository.horizon.ac.id/items/show/5690.