CONGRATULATIONS TO DR. OLLY AURORA, S.I.KOM., M.M.

We, the academic community of the Faculty of Communication Sciences, Universitas Gunadarma, extend our congratulations and best wishes to Dr. Olly Aurora, S.I.Kom., M.M., a lecturer in the Bachelor of Communication Science Program at Universitas Gunadarma, for successfully earning her Doctorate in Economics from Universitas Gunadarma with the distinction of Cum Laude.

She successfully defended her dissertation entitled:

“Post-Recovery Satisfaction Model for Service Failure and Its Implications on Repurchase Intention and Positive Word of Mouth (WOM) in Indonesian Marketplaces.”

This research presents a new perspective on service recovery strategies within the context of Indonesian marketplaces. Dr. Olly Aurora thoroughly explored how elements of justice—including distributive, procedural, interactional, and informational justice—play a critical role in building customer satisfaction after service recovery.

Furthermore, this study highlights the significant impact of post-recovery satisfaction on repurchase intention and the spread of positive Word of Mouth (WOM). These findings not only make valuable contributions to the academic world but also provide relevant strategic insights for business practitioners in enhancing service quality and fostering stronger customer relationships.

May the knowledge derived from this research bring extensive benefits, not only to academia but also to the advancement of the business and economic sectors in Indonesia.

Once again, congratulations to Dr. Olly Aurora on her outstanding achievement!