BAKAR, R. M.; HIDAYATI, N.; GIFFANI, I. R. APOLOGY AND COMPENSATION STRATEGY ON CUSTOMER FORGIVENESS AND NEGATIVE WORD OF MOUTH. Jurnal Manajemen dan Kewirausahaan, [S. l.], v. 21, n. 1, p. 41-50, 2019. DOI: 10.9744/jmk.21.1.41-50. Disponível em: https://jurnalmanajemen.petra.ac.id/index.php/man/article/view/21603. Acesso em: 27 apr. 2024.