PENTINGNYA KARYAWAN DALAM PEMBENTUKAN KEPERCAYAAN KONSUMEN TERHADAP PERUSAHAAN JASA: (Suatu kajian dan Proposisi)
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https://doi.org/10.9744/jmk.6.2.pp.%20114-122Keywords:
service, employee, trust.Abstract
Employee has important role in gaining success for the organization. Successful organization that is able to fulfill the consumer expectation. The Question ofhow consumer trusting all their expectation to the service organization still remains as an interesting question to be answered. Various previous researches, have been proved that trust is the key to maintain long term relationship between the organization and consumer. In this paper we propose that employee dimension has a role in forming consumer trust toward organization especially in service industry. Abstract in Bahasa Indonesia : Karyawan memiliki peran yang penting bagi keberhasilan organisasi. Organisasi yang berhasil adalah organisasi yang mampu memenuhi harapan konsumen. Namun bagaimana konsumen akan mempercayakan segala harapannya pada organisasi jasa masih menjadi pertanyaan yang menarik untuk dijawab. Berbagai riset trdahulu membuktikan bahwa kepercayaan merupakan kunci untuk mempertahankan hubungan jangka panjang antara organisasi dengan konsumen. Dalam kajian ini kami memproposisikan bahwa dimensi karyawan berperan dalam membentuk kepercayaan konsumen trhadap organisasi khususnya dalam bidang jasa. Kata kunci : jasa, karyawan, kepercayaan.Downloads
Published
2005-05-02
How to Cite
Djati, S. P., & Ferrinadewi, E. (2005). PENTINGNYA KARYAWAN DALAM PEMBENTUKAN KEPERCAYAAN KONSUMEN TERHADAP PERUSAHAAN JASA: (Suatu kajian dan Proposisi). Jurnal Manajemen Dan Kewirausahaan, 6(2), pp. 114-122. https://doi.org/10.9744/jmk.6.2.pp. 114-122
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