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"ABSTRAKDalam praktik pemasaran di Indonesia, fenomena terjadinya word of mouthdan penggunaan storytelling ditemukan terjadi pada kampanye produk mie instanIndomie versi ?Cerita Indomie?. Dalam penelitian ini, peneliti ingin menggali apakahstorytelling mendorong proses terjadinya word of mouth dalam kampanye komunikasipemasaran terpadu ?Cerita Indomie?. Pendekatan penelitian yang digunakan adalahpendekatan kualitatif. Hasil penelitian yakni penggunaan storytelling dalamkampanye ?Cerita Indomie? mendorong proses terjadinya word of mouth yaknikampanye ini mengikat merek dengan nilai dan emosi pada khalayak. Khalayakmerasa bahwa cerita Indomie merupakan cerita yang relevan dan dekat bagi mereka,turut membagikan cerita personalnya sehingga cerita Indomie berkembang menjadiword of mouth.

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AbstractIn Indonesia?s marketing practice, the occurrence of word of mouth phenomenon andthe use of storytelling are founded in ?Indomie Story? version, which campaign theIndomie noodle products in 2011. Researcher wants to discover whether storytellingdrives the process of occurrence of word of mouth in ?Indomie Story? campaign. Inthis research, researcher uses qualitative approach. Researcher found that the usage ofstorytelling in ?Indomie Story? campaign drives the process of occurrence of word ofmouth because the campaign binds the brand and audience with value and emotion.Audience feels that Indomie story is relevant and close to them, so they share theirpersonal story and ?Indomie Story? becomes word of mouth."

"Seiring dengan pertumbuhan dan evolusi internet, electronic word of mouth telah menjadi fenomena yang penting. Tujuan penelitian ini adalah untuk menganalisis pengaruh electronic word of mouth (eWOM) di social media twitter terhadap minat beli konsumen. Penelitian ini menggunakan pendekatan kuantitatif. Sampel dalam penelitian ini adalah 100 responden yang pernah terpapar informasi mengenai holycowsteak dan belum pernah bersantap di holycowsteak dengan menggunakan metode non-probability sampling serta teknik snowball. Instrumen penelitian ini menggunakan kuesioner dan dianalisis menggunakan multiple regression. Hasil penelitian ini menunjukkan bahwa electronic word of mouth (eWOM) di social media twitter memiliki pengaruh yang kuat terhadap minat beli.

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Following the growth and evolution of the Internet, electronic word of mouth have become an important phenomenon. The objective of this research is to analyze how the effect of electronic word of mouth (eWOM) in social media twitter toward purchase intention. This research applied quantitative approach. The sample of this research is 100 respondent exposed about holycowsteak restaurant via social media twitter and have not eat at holycowsteak, collected using non-probability sampling and snowball technique. This research used questionnaire as research instrument and analyzed with multiple regression. The result of this research indicate that electronic word of mouth (eWOM) in social media twitter have a strong effect toward purchase intention."

"Industri penerbangan indonesia merupakan salah satu industri dengan pertumbuhan yang cukup pesat, ditunjukan dengan tren peningkatan jumlah penumpang setiap tahunnya serta bertambahnya jumlah maskapai baru yang melayani rute domestik. Dengan persaingan yang semakin kompetitif maka perlu adanya upaya untuk meningkatkan kepuasan serta mempertahankan pelanggan yang ada salah satunya melalui peningkatan kualitas layanan.Penelitian ini membahas hubungan antara kualitas layanan penerbangan (AIRQUAL) dengan kepuasan pelanggan, Repurchase Intention ,serta Word of Mouth. Jumlah sampel yang digunakan sebanyak 337 responden yang tersebar di jakarta dan diambil secara acak. Selanjutnya data diolah dengan menggunakan SPSS.Hasil yang diperoleh menunjukan bahwa, pada maskapai full service dan LCC kualitas layanan penerbangan dapat menjelaskan hubungan terhadap kepuasan pelanggan, repurchase intention, serta Word of Mouth. Dengan hasil ini maka konsep tersebut dapat dijadikan rujukan bagi industri penerbangan dalam memformulasikan strategi pemasaran yang tepat serta efektif.

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Aviation industry in Indonesia is one of industry with a fairly rapid growth, which is indicated by the increase trend in the number of passengers each year and new airlines company that serving domestic routes. In the competitive situation, it is necessary an efforts to improve customer satisfaction and maintain the existing customers through the improvement of service quality.

This study discusses the relationship between airline service quality (AIRQUAL) with Customer Satisfaction, Repurchase Intention, and Word of Mouth. Total number of samples that used in this research was 337 respondents in Jakarta by random sampling. Furthermore, the data were processed using SPSS.

The results show that, full service and LCC airline service quality may explain the relationship with customer satisfaction, repurchase intention, and Word of Mouth. By this result, it can be used as a reference for the airline industry in order to formulate proper strategy and effective marketing program."

"Penelitian ini bertujuan untuk mengetahui hubungan antara electronic word-of mouth, citra daerah tujuan wisata, sikap wisatawan terhadap daerah tujuan wisata,dan keinginan berwisata. Fokus dari penelitian ini adalah wisatawan nusantara yang pernah atau sedang berkunjung ke daerah tujuan wisata Provinsi DIY dalam periode tahun 2012-2013. Studi lapangan terhadap 100 wisatawan nusantara menunjukkan hasil melalui Structural Equation Model bahwa electronic word-ofmouth berdampak pada terciptanya citra daerah tujuan wisata, dan selanjutnya citra daerah tujuan wisata memiliki peran dalam terbentuknya sikap wisatawan terhadap daerah tujuan wisata dan keinginan untuk berwisata.

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This research aims to investigate the relationship between electronic word-ofmouth, destination image, tourist attitude toward destination, and travel intention. Particularly, It focuses on the national tourists which have visited or currently visit to DIY Province during period of 2012-2013. The field study of 100 national tourists through Structural Equation Model shows that electronic word-of-mouth affects to the destination image creation and also it shapes the tourists attitude towards destination as well as travel intention."

"Penelitian ini bertujuan untuk mengetahui pengaruh variabel Citra Mal terhadap variabel mall attitude, mall patronage dan word of mouth communication. Penelitian dilakukan dengan metode kuantitatif melalui survei responden untuk pengumpulan data. Responden pada penelitian ini merupakan pengunjung Mal Kelapa Gading. Pengumpulan data dianalisis dengan menggunakan structural equation model dengan perangkat lunak LISREL 8.5.Hasil dari penelitian ini menunjukkan bahwa citra mal berpengaruh positif signifikan terhadap mall attitude, mall patronage dan word of mouth communication. Penelitian ini membuktikan citra mal memengaruhi positif signifikan terhadap mall attitude sebesar 94%, mall patronage sebesar 41% dan word of mouth communication sebesar 81%.

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This study aimed to investigate the impact of mall image to mall attitude, mall patronage and word of mouth communication. The respondents were Mal Kelapa Gading shopper. The type of research used was the quantitative study and the data collected by survey. Data analysis method used were structural equation modelling with LISREL 8.5 software. The result of this research indicated that there were impacts of mall image measure significantly predict three endogenous variables.

Mall image has a significantly positive influence on mall attitude, mall patronage and word of mouth communication. Taken together, these results suggest that mall image is an important predictor of mall attitude explaining at average about 94%, mall patronage about 41% and word of mouth communication about 81%. This research was expected for retail companies to fully understand the importance of mall image in competitive positioning and the components of store image."

"Dengan berkembangnya teknologi internet yang kian pesat telah menyediakan sebuah media baru dalam bertransaksi. Penelitian ini berawal dari munculnya isu-isu etika yang seringkali ditemui dalam transaksi online seperti isu privasi, keamanan, penipuan, dan lain sebagainya. Maka dari itu penelitian ini bertujuan untuk mengetahui pengaruh tingkat pengalaman internet konsumen (consumer internet expertise) terhadap persepsi etika penjual/ritel online (consumers’ perception regarding the ethic of online retailers; CPEOR) serta hubungan CPEOR terhadap word of mouth. Penelitian ini dilakukan pada populasi pembeli online di Jakarta, Bogor, dan Depok dengan menggunakan teknik convenience sampling dengan 140 sampel penelitian. Penelitian ini dilaksanakan pada bulan Agustus s.d Desember 2013. Model penelitian diuji menggunakan Structural Equation Modelling (SEM). Penelitian ini menyimpulkan bahwa consumer internet expertise tidak signifikan mempengaruhi CPEOR serta CPEOR berpengaruh signifikan positif terhadap word of mouth. Dari empat dimensi CPEOR: security, privacy, non-deception, dan fulfillment/reliability, tiga faktor yang paling signifikan adalah security, privacy, dan fulfillment/reliability.

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Internet technology has given us new media for transaction activities. This study began with the emergence of ethical issues that are often encountered in online transactions such as privacy, security, deception, and so forth. This study examines the effect of consumer Internet expertise to consumers' perception regarding the ethic of online retailers (CPEOR) and CPEOR to word of mouth. This study was conducted in Jakarta, Bogor, Depok using convenience sample of 140 online shoppers. This study was conducted in August to December 2013. The research model was tested using Structural Equation Modeling (SEM). This study concludes that the internet consumer expertise is not significant to CPEOR and CPEOR are strongly predictive of consumers' word of mouth. Among four dimension of CPEOR: security, privacy, non-deception, and fulfillment/reliability, most significant dimensions are security, privacy, and fulfillment/reliability."

"Penelitian ini meneliti mengenai pengaruh electronic word-of-mouth dan fluency terhadap minat berkunjung (intention to visit) para konsumen. Ada 120 responden yang berpartisipasi dalam survei penelitian ini. Dengan menggunakan factorial design 2x2, peneliti akan membagi kelompok penelitian menjadi high fluency dan high eWOM (tipe A), high fluency dan low eWOM (tipe B), low fluency dan high eWOM (tipe C) serta low fluency dan low eWOM (tipe D). Dengan menggunakan compare means, independent t-test dan ANOVA, peneliti akan membandingkan kelompok mana yang lebih berpengaruh terhadap intention to visit dalam studi kasus Tanjung Bira. Hasil penelitian ini menunjukkan bahwa eWOM ternyata memiliki pengaruh lebih tinggi dibandingkan fluency.

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This research examines the influence of electronic word-of-mouth and fluency towards intention to visit. There were 120 respondents who participated in this research. By using a 2x2 factorial design, the researcher will divide the research groups into a high fluency and high eWOM (type A), high and low fluency eWOM (type B), low fluency and high eWOM (type C) and low fluency and low eWOM (type D ). By using compare means, independent t-test and ANOVA, researchers will compare which group has more influence on the intention to visit the Tanjung Bira case studies. The results of this study indicate that eWOM proved to have a higher influence than fluency."

"Pemulihan yang efektif pada kegagalan layanan, telah dikenal sebagai cara strategis yang penting bagi peritel online karena pesatnya pertumbuhan di sektor bisnis online. Studi ini meneliti tentang respon pelanggan terhadap kegiatan pemulihan layanan dari peritel online setelah terjadinya kegagalan layanan. Selain itu studi ini juga mengeksplorasi efek utama dan efek interaksi dari dimensi keadilan pada pemulihan layanan (keadilan distributif, keadilan prosedural, keadilan interaksional) terhadap kepuasan pada pemulihan, keinginan membeli kembali, WOM positif dan negatif. Berdasarkan teori keadilan. Dengan melaksanakan scenario-based experiment, hasil dari penelitian ini menunjukkan bahwa keadilan distributif, keadilan prosedural dan keadilan interaksional memliki pengaruh positif yang signifikan terhadap kepuasan pada pemulihan, keinginan membeli kembali dan WOM positif. Diantara ketiga dimensi keadilan pada pemulihan layanan hanya keadilan distributif dan keadilan interaksional yang memiliki pengaruh positif yang signifikan terhadap WOM negatif. Temuan dari penelitian ini akan membantu peritel online dalam mengembangkan strategi untuk mencegah kegagalan layanan dan meningkatkan kepuasan pelanggan, keinginan membeli kembali, WOM positif serta menurunkan WOM negatif. Studi ini memberikan konttribusi bagi pemahaman respon pelanggan terhadap pemulihan layanan peritel online setelah terjadinya kegagalan layanan dan memberikan pemahaman yang berharga bagi para peritel online untuk mengembangkan kebijakan dan prosedur pemulihan layanan yang efektif.

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Effective service failure recovery has been recognized as an important strategic tool for online retailer due to the dramatic growth of the online retail sector. This study investigate consumer responses to online retailer?s service recovery remedies following a service failure and explores the main and interaction effects of the various dimensions of service recovery justice (i.e. distributive justice, procedural justice and interactional justice) on recovery satisfaction, repurchase intention, positive word-of-mouth and negative word-ofmouth based on the justice theory.

By conducting a scenario-based experiment, the result show that distributive justice, procedural justice and interactional justice have a significant positive influence on recovery satisfaction, repurchase intention and positive WOM. Among the three dimensions of service recovery justice, only distributive justice and interactional justice has a significant negative influence on negative WOM. Additionally, interaction between distributive and procedural justice is found to significantly influence negative WOM.

The findings will allow online retailers to develop more effective strategies for preventing service failure to improve customer satisfaction, repurchase intention, positive WOM and decreasing negative WOM. This study contributes to the understanding of consumer responses to online retailer's service recovery after a service failure and provide valuable insight for online retailers to develop effective service recovery policies and procedures."

"Berbelanja merupakan salah satu kegiatan yang dilakukan atas dasar motivasi utilitarianism dan hedonism. Identifikasi atas motivasi yang mendorong konsumen untuk berbelanja dapat membantu kesuksesan suatu produk. Oleh karena itu penelitian ini bertujuan untuk mengetahui konsekuensi hubungan antara motivasi berbelanja terhadap intentional loyalty dan penyebaran word of mouth dengan price consciousness sebagai variabel mediasi. Penelitian ini akan diuji berdasarkan dua saluran distribusi yang berbeda yakni offline dan online. Survei yang dilakukan terhadap 330 responden dengan menggunakan metode structural equation modeling, membuktikan bahwa motivasi berbelanja berpengaruh signifikan dan positif dengan intentional loyalty, word of mouth serta price consciousness secara simultan. Perbandingan terhadap saluran distribusi offline dan online menunjukkan bahwa hubungan motivasi berbelanja dengan price consciousness dan intentional loyalty lebih kuat terhadap perbelanjaan secara offline dibandingkan online. Sedangkan hubungan antara motivasi berbelanja dengan word of mouth, antara price consciousness dengan word of mouth serta price consciousness dengan intentional loyalty lebih kuat terhadap perbelanjaan secara online dibandingkan offline.

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Shopping is one of the activities that occurred as a result from utilirianism and hedonism motivation. The identification of shopping motivations, which encourages consumers to shop, is a favorable outcome to achieve desired objectives of a product success. Therefore, this study aims to know the consequences of a relationship between motivation to shop with intentional loyalty and word-of-mouth, using price consciousness as a mediation variable. The output of this research will be tested based on two different distribution channel such as online and offline. This survey, by using 330 customer as respondents and SEM method, found the relationship between shopping motivation, price consciousness and intentional loyalty simultaneously. However, shopping motivation has greater influence to word-of mouth and intentional loyalty on online channel than offline channel. Another stronger influence was also found in the relationship between price consciousness towards both variable, word of mouth and intentional loyalty, on online channel."

"Bergesernya gaya hidup manusia turut serta merubah cara mereka dalam memenuhi kebutuhannya, termasuk kebutuhan komunikasi. Pasar online Asia Pasifik turut bergeser dari penggunaan PC dan lebih mengarah ke smartphone. Perkembangan alat telekomunikasi kini memungkinkan konsumen tidak hanya memenuhi kebutuhannya untuk berkomunikasi, namun juga berbelanja. Penggunaan smartphone untuk berbelanja merupakan tahapan lanjutan dalam perkembangan berbelanja setelah sebelumnya marak penggunaan internet yang mendunia.Penelitian ini bertujuan untuk menganalisa pengaruh perceived entertainment dan subjective norms terhadap satisfaction dan word of mouth. Sampel penelitian ini adalah konsumen yang pernah berbelanja menggunakan smartphone dalam kurun 6 (enam) bulan terakhir. Data diolah dengan menggunakan metode Structural Equation Modelling.Hasil penelitian menunjukkan bahwa perceived entertainment memiliki pengaruh positif terhadap satisfaction. Namun, subjective norms tidak terbukti memiliki pengaruh signifikan terhadap satisfaction. Di sisi lain, satisfaction terbukti memediasi hubungan antara perceived entertainment dan satisfaction. Hasil penelitian juga menunjukkan satisfaction tidak memediasi hubungan antara subjective norms dan word of mouth.

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The shifting of human lifestyles changes the way they meet their needs, including communication needs. Asia-Pacific online market also shifted from the use of PCs and more directed to smartphone. The development of telecommunications enable consumer not only to fulfill their needs for communication, but also shopping. The use of smartphone for shopping is an advanced stage in the development of shopping after the growing number of internet user.This study aims to analyze the effect of perceived entertainment and subjective norms towards satisfaction and word of mouth. Data for this research were collected from consumers who has shopped through their smartphone in the last 6 (six) months. They were then analyzed using Structural Equation Modelling method.The results of this research shows that perceived entertainment has positive effect on satisfaction. However, subjective norms are not shown to have a significant effect on satisfaction.meanwhile, satisfaction proved to mediate the relationship between perceived entertainment and word of mouth. the results shown that satisfaction does not mediate the relationship between subjective norms and word of mouth."