Sony Kusumasondjaja

When service failures trigger customer deviance in food-service firms: the roles of failure severity, customer anger, and self-control

Drawing on General Strain Theory, this study examines how service failures escalate into customer deviant behavior in food-service firms. It investigates the effects of service type, categorized as high-contact versus low-contact encounters, and failure type, categorized as proce...

Integrating public health advertising and the health belief model to predict diabetes prevention intention: evidence from Indonesian young generations

Purpose This study aims to develop and empirically examine an integrative framework combining public health advertising, health literacy, and the Health Belief Model (HBM) to explain diabetes prevention intention among Indonesian young generations. The study specifically investig...