STRATEGI KOMUNIKASI ORGANISASI DIVISI PEMASARAN DAN PELAYANAN PELANGGAN PT. PLN UP3 (UNIT PELAKSANA PELAYANAN PELANGGAN PALEMBANG) DALAM MENANGANI KELUHAN PELANGGAN PRIORITAS DI ERA PANDEMI COVID-19

APRILYSANI, ADE AMELLIA and Mahriani, Retna and Nomaini, Faisal (2021) STRATEGI KOMUNIKASI ORGANISASI DIVISI PEMASARAN DAN PELAYANAN PELANGGAN PT. PLN UP3 (UNIT PELAKSANA PELAYANAN PELANGGAN PALEMBANG) DALAM MENANGANI KELUHAN PELANGGAN PRIORITAS DI ERA PANDEMI COVID-19. Undergraduate thesis, Sriwijaya University.

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Abstract

This research is purposed to determine the organizational communication strategy of the marketing and customer service division of PT. PLN UP3 Palembang in handling priority customer complaints in the era of the Covid-19 pandemic. This research uses adaptive structuring theory according to Anthony Giddens, M. Scott Poole, DavidR Seibold and Robert D. McPhee. The process of collecting research data uses observation, interviews, documentation and visual materials. Priority handling customer complaints in the era of the Covid-19 pandemic using organizational communication strategies to be informative, regulatory, persuasive and integrative. The solutions research to organizational communication patterns that are facing new problem editions that previously never expected to experience the Covid-I9 pandemic. So, PT PLANUP3 Palembang must be able to adjust the situation and solve these problems. This has been proven to work due to the conformity between the application of organizational communication carried out with adaptive structuring theory in handling priority customer complaints with several dimensions contained in the theory are agency and reflexivity. structural duality and integration Keywords: Agency and Reflection, Duality of Structure, Integration.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Agensi dan Refleksivitas, Dualitas Struktur, Integrasi
Subjects: H Social Sciences > HT Communities. Classes. Races > HT51-1595 Communities. Classes. Races
Divisions: 07-Faculty of Social and Politic Science > 70201-Communication Science (S1)
Depositing User: ADE AMELLIA APRILYSANI
Date Deposited: 08 Jun 2021 06:26
Last Modified: 08 Jun 2021 06:26
URI: http://repository.unsri.ac.id/id/eprint/47813

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