Browsing Prosiding University Research Colloquium by Subject "satisfaction"

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    • Gaya Kepemimpinan Transaksional Meningkatkan Kinerja Perawat Pelaksana 

      Wijayanti, Wijayanti (LPPM STIKES Muhammadiyah Kudus, 2016-02)
      The head nurses’ leadership style when interacting with nursing staffs and when managed their ward affected to nursing staffs’ job satisfaction and performance. This study aimed to identify the relationship between head ...

    • Manfaat dan Konsekuensi Hubungan antara Customer Contact Employee dan Pelanggan dalam Membangun Loyalitas Konsumen di Bidang Jasa 

      Kussudyarsana (Anderson, Eugene W.,Claes, Fornell, and Donald, Lehman R.,(1994),”Customer Satisfaction, Market Share and Probability: Finding From Sweden,”Journal of Marketing, 58:5366. Bagozzi, Richard P.(1995),” Reflection on Relationship Marketing in Consumer Market” Academy of Marketing Science,23:272-277. Beatty, Sharon E., Morris, Mayer L., James, Coleman E., Kristy, Reynold E., & Jungki lee,(1996),” Customer-Sales Associate Relationship,” Journal of Retailing, 72:223-247. Bendapundy, Nelli&Leonard, Berry L.,(1997), “Customer Motivation for Maintaining Relationship with Service Provider,” Journal of Retailing, 73:1537. Berry, Leonard L.,(1995),” Relationship Marketing of Services: Growing Interest, Emerging Perspectives ,” Journal of Academy Marketing Science, 23: 236-245. 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Dharmesta, Basu S.,(1999), “ Loyalitas Pelanggan:Sebuah Kaijan Konseptual th Sebagai Panduan Bagi Peneliti,”JurnalEkonomi dan Bisnis Indonesia, 14:7388. Dick, Alan S.&Kunal, Basu,(1994),” Customer Loyalty:Toward anIntegrated Conceptual Framework,”Journal of the Academy of MarketingScience,22:99-113. Ferdinand,A(2002),Structural EquationModelling Dalam Penelitian Manajemen:Aplikasi Model-ModelRumit Dalam Penelitian Untuk Tesis Magister dan Doktor, Semarang, BP Undip. Gronhold, Martensen L.&Kristensen,K.(2000),”The Relationship between Customer Satisfaction dan Loyalty:cross Industry differences”Total Quality Management, 11:509-514. Grove, Stephen J. & Fisk, Raymond P.(1983),” The Dramaturgi od Service Exchange:An Analytical Framework for Service Marketing,” Gronross,C.(1995),”relationship Marketing:The Strategy Continuum,” Journal of the Academy Marketing Science,23:78-92. Gwinner, Kevin P., Gremler, Dwayne D., & Bitner, Mary Jo,(1998),”Relational Benefit in Services Industries: The Customer’s Perspective,” Journal of marketing Science, 26:101-114. Hair,J.F.Jr,Anderson,R.E.,Tatham,R.L.,&Blac k,W.C(1998),Multivariate Data Analysis, 5 th edition, Upper Sadle River, New Jersey,Prentice-Hall,Inc. Hallowel, Roger (1995), “The Relationship of Customer Satisfaction,Customer Loyalty and Profitability:an Empirical Study,”International Journal of Service Industry of Management,7:27-42. Hartline,Michael D& Ferrel,O.C.(1996),”The Management of Customer Contact Service Employess:An Empirical Investigation,”Journal of Marketing, 60:52-70. Hartline, Michael D, Maxham, James G.&Mckee, Daryl O.(2000),” Corridor of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees,”Journal of Marketing, 64:35-50. Hurley, Robert F.,(1998),” Customer Service Behavior in Retail Setting: A Study of the Effect of Service Provider Personality,”Journal of Marketing Science, 26: 115-127. Kahn, E.B.(1998),”Dynamic Relationship With Customer:High-Variety Strategies,” Journal of Academy of Marketing Science,60:45-53. Lovelock,Christoper H.,(1983),” Classifying Service to Gain Strategic Marketing Insight”, Journal of Marketing, 47:920. Lovelock,Christopher H,(1996),Service Marketing,3 rd Ed. London, Prenctice Hall. Lovelock Chreistoper H.(2002), Wright L.,Principles of Service Marketing and Management, 2 nd Ed, Pearson Education, Inc.,Upper Sadle,New Jersey. Morgan, Robert.M.&Hunt S.D.(1994),”Commitmen-Trust Theory of Relationship Marketing,” Journal of Marketing, 58:150-169. Olsen, Svein O.,(2002),” Comparative Evaluation and the Relationship Between Quality, Satisfaction, and Repurchase Loyalty,” Journal of Marketing Science,30:240-249. Peterson, Robert A.(1995),” Relationship Marketing and the Consumer,” Academy of Marketing Science, 23:278-281. Peterson, Robert A & Wilson W.R. (1992),”Measuring Customer Satisfaction:Fact and Artifact,”Academy of Marketing Science,20:6-71. Purwanto, B.M,”The Effect of Salesperson Stress Factor on the Job Perfomance,” Jurnal Ekonomi dan Bisnis Indonesia,Vol. 17,No. 2,pp. 150-169. Reicheld, Frederic F & Sasser, Earl W.,(1990),”Zero Defection:Quality Comes to Service,”Harvad Business Review, 68:105-111. Reynold, Kristy E. & Beatty, Sharon E.,(1999),”Customer Benefit and Company Consequences of CustomerSalesperson Relationship in Retailing,” Journal of Retailing, 75:11-32. Sharma,N.&Patterson,P.G.(1999),” The Impact of Communication Effectiveness and Service Quality on Relationship Commitement in Counsumer, Professional Service,” Journal of Service Marketing, 30:202216. Sheth, Jadgish N., & Parvatiyar, Atul,(1995),” Relationship Marketing Consumer Market: Antesedent and Consequences,”, Journal of Marketing Science,23:255-271. Swan, John E & Oliver. Richard P.,(1989) ,”Postpurchase Communication by Consumer,” Journal of Retailing,65:516-533. Zeithaml, V.A,Berry, l.L & Parasuraman, A.(1996),” The Behavioral Consequences of Service Quality,” Journal of Marketing, 60:31-46., 2016-08-27)
      Building relationship with customer is increasingly viewed as a strategic necessity in recent service business. In this study the author’s attempt to determine if relational benefit delivered by customer contact employee ...