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dc.contributor.authorAmalia, Sholihati
dc.contributor.authorRaharso, Sri
dc.date.accessioned2012-05-02T07:25:24Z
dc.date.available2012-05-02T07:25:24Z
dc.date.issued2008-12
dc.identifier.citationBurns, Andrew, et al. 2000. An Investigation of Customer Delight during Product Evaluation, in the Proceeding of the 7th International Product Development Management Conference. Leuven, Belgium, May 29th-30th 2000. Dick, A.S., & Basu, K. 1994. Customer Loyalty: toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, 22 (2), 99-113. Engel, James F., et al. 1994. Perilaku Konsumen, Jilid 1 &2. Jakarta: Binarupa Aksara. Griffin, Jill. 1995. Customer Loyalty: How to Earn It, How to Keep It. New York: Lexington Books. Heskett, James L., Sasser, Jr., W. Earl, & Schlesinger, Leonard A. 1997. The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. New York: The Free Press. Hoffman, K. Douglas & Bateson, John E.G. 1997. Essential of Services Marketing. Fort Worth: The Dryden Press. Hutabarat, Jemsly. 1997. Visi Kualitas Jasa Membahagiakan Pelanggan: Kunci Sukses Bisnis Jasa. Usahawan. No. 05, th. 26, Mei, 14-19. Jones, Thomas O. & Sasser, Jr., W. Earl. 1997. Why Satisfied Customer Defect. Harvard Business Review. Nov-Dec. Kennedy, Carol. 1999. Managing with the Gurus (Mengelola Bersama para Guru). Jakarta: Elex Media Komputindo. Kotler, Philip. 2000. Marketing Management. New Jersey: Prentice Hall International, Inc. Kwong, Kenneth K., and Yau, Oliver H.M. 2002. The Conceptualization of Customer Delight: a Research Framework. Asia Pacific Management Review 7(2), 255-266. Lovelock, Christopher H. 2001. Services Marketing: People, Technology, Strategy. USA: Prentice-Hall International. Oliver, Richard L. 1997. Satisfaction: A Behavioral Perspective on the Consumer. New York: The McGraw-Hill Companies, Inc. Plutchik, R. 1980. Emotion: a Psychoevolutionary Synthesis. New York: Harper & Row. Rust, Roland T. & Oliver, Richard L.(eds.). 1994. Service Quality. London: Sage. Schneider, Benjamin, & Bowen, David E. 1999. Understanding Customer Delight and Outrage, Sloan Management Review, fall, pp. 35-45. Tjiptono, Fandy. 1997. Prinsip-prinsip Total Quality Service. Yogyakarta: Andi. Verma, Harsh V. 2003. Customer Outrage and Delight, Journal of Services Research, Vol. 3, No. 1, April September, 119-133. Westbrook, R.A. & Oliver, R.L. 1991. The Dimensionality of Consumtion Emotion Patterns and Consumer Satisfaction. Journal of Consumer Research, 18 (June), 84-91. Woodside, Arch G.; Frey, Lisa l.; & Daly, Robert Timothy. 1989. Linking Service Quality, Customer Satisfaction, and Behavioral Intention. Journal of Health Care Marketing, Vol. 9, No. 4, pp. 5-17. Zeithaml, Valarie A., Parasuraman, A., & Berry, Leonard L. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press. Zeithaml, Valerie A. & Bitner, Mary Jo. 1996. Services Marketing. New York: McGraw- Hill Companies, Inc.en_US
dc.identifier.issn1410-4571
dc.identifier.urihttp://hdl.handle.net/11617/1345
dc.description.abstractTingkat persaingan yang semakin ketat menyebabkan setiap organisasi harus mampu memberikan nilai terbaik bagi para pelanggan. Organisasi harus mampu memberikan kualitas pelayanan seperti yang diinginkan oleh pelanggan, bukan hanya berdasarkan spesifikasi organisasi. Jika ini terjadi, maka pelanggan bahkan tidak sekedar dapat memenuhi kebutuhannya, namun banyak pelanggan akan merasa lebih senang. Hasilnya adalah loyalitas pelanggan senang pelanggan.en_US
dc.publisherlppmumsen_US
dc.subjectnilaien_US
dc.subjectkualitas layananen_US
dc.subjectkesenanganen_US
dc.subjectkesetiaan pelangganen_US
dc.titleTRIMATRA UNTUK MEMENANGKAN PERSAINGAN: VALUE, KUALITAS JASA, DAN DELIGHTen_US
dc.typeArticleen_US


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