DAFTAR PUSTAKA
Ardianto, Elvinaro. 2011. Metodologi Penelitian untuk Public Relations. Kuantitatif dan Kualitatif. Bandung Berg L. Bruce. (2007). Qualitative Research Methods for the Social. Science. USA Bungin, Burhan (2001) Metodologi Penelitian Kualitatif Dan Kuantitatif. Yogyakarta Buttle, Francis (2004). Customer Relationship Management Concept and Tools. Terjemahan Arief Subiyanto, Elsevier, Oxford, Gramedia, Jakarta. Buttle, Francis, (2007). Custumer Relationship Management (Manajemen. Hubungan Pelanggan). Bayumedia. Jakarta Chris, Fill (1995) “Marketing Communication: Frameworks, Theories and. Applications”. London Daymon, Christine, dan Immy Holloway. 2002. Customer Loyalty. Jakarta Delozier, M. Wayne. 1976 The Marketing Communication Proses. Tokyo: Mc. Graw Hill. Kagakusha, Ltd. DeVito, Joseph A. (2012). Human Communication: The Basic Course. Pearson education. 481 pages. Gaffar, Vanessa F. (2007). CRM dan MPR Hotel (Customer Relationship Management and Marketing Public Relations). Bandung Griffin, Jill. 2003. Customer Loyalty: Menumbuhkan Dan. Mempertahankan Pelanggan. Airlangga, Jakarta,.
101
Japarianto, Edwin; Poppy Laksmono, dan Nur Khomariyah (2012), “Analisa kualitas layanan sebagai pengukur loyalitas pelanggan hotel Majapahit Surabaya dengan Pemasaran Relasional sebagai Variabel Intervening,” Laporan hasil penelitian Program Studi Manajemen Pemasaran, Fakultas Ekonomi, Universitas Kristen Petra, Surabaya, 9 hlm. Jonathan, Sarwono. 2006.
Metode
Penelitian
Kuantitatifdan
Kualitatif.
Yogyakarta. Journal of Marketing, vol. 39, no. 4, pp. 41-45, 1978.
[11] Belch
G.E.,Belch
M.A. and Dissertation, University of Nottingham, UK, 2008. Khadijah, Siti (2013). “Strategi public relations dalam membangun citra perusahaan (Studi deskripsi membangun hubungan baik dengan media dalam upaya meningkatkan citra perusahaan),” laporan penelitian Fakultas ilmu Komunikasi, Sastra dan bahasa universitas Islam 45 Bekasi, 9 hlm. Kipu, Mita Sandri (2013), “Pemasaran Relasional dan kualitas layanan pengaruhnya terhadap loyalitas pelanggan di Matahari Department Store Manado,” dalam Jurnal EMBA, Vol. 1 No. 3 Juni 2013, hlm. 357-364. Kotler, Philip. (2000). Marketing Management: EdisiMilenium, International Edition. Prentice Hall. International, Inc, New Jersey Kotler, Philip. (2002).
Manajemen
Pemasaran,
Analisa
perencanaan,
Implementasi dan control, Edisi Kesembilan, Jilid 1 danjilid 2, Jakarta Kotler, Philip. dan Keller, Kevin Lane (2010). ManajemenPemasaran, Jilid 1, Edisi Ketigabelas, Penerbit Erlangga, Jakarta.
102
Kotler, Philip dan Armstrong, Gary (2004). Dasar-dasar pemasaran; jilid 2 edisi ke13 terjemahan PT. Erlangga, Jakarta Kurtz, David L. (2010). Boone & Kurtz Contemporary Marketing. Cengage Learning. 817 p. Kurniawan, Ferri dan Lubis, Nawazirul (2012), “Pengaruh relationship marketing dan layanan purna jual terhadap kepuasan pelanggan PT. Astra Internasional Isuzu Semarang,” laporan penelitian Jurusan Administrasi Bisnis, universitas Diponegoro, Semarang, 13 hlm. Littlejohn, Stephen W., dan Karen A. Foss. 2009. Teori Komunikasi: Theories of Human Communication, Edisi 9. Salemba Humanika, Jakarta. McKenna, Regis (1993). Relationship Marketing: Successful Strategies for the Age of the Customer. Addison-Wesley Publishing Company, 242 pages. Nazir, Moch. (2003), Metode Penelitian, Salemba Empat, Jakarta. Percy,
Larry
(1997)
Strategies
for
Implementing
Integrated
Marketing Association, Chicago. Ravald, Annika dan Grönroos, Christian (1996),” The value concept and relational marketing,” in European Journal of Marketing, January 1996: 19-30. Rayport, J.F dan Bernard J. Jaworski, 2001, Introduction to e-commerce, Boston: McGraw Hill Ruslan, Rosady. 2002. Kiat&StrategiKampanye Public Relations. Jakarta Sastradipoera, Komaruddin, 2003, Manajemen Marketing; SuatuPendekatan Ramuan Marketing, Kappa Sigma, Bandung.
103
Schiffman, Leon G., Leslie Lazar Kanuk (2004). Cunsomer Behavior, Eighth Edition Prentice Hall International, Inc., Upper Saddle River., New Jersey., USA Sin, Leo Y.M., Alan Tse C.B. Yim, Frederick H.K ,2005, “CRM: Conceptualization and Scale Development’, dalam European Journal of Marketing, Vol.39, No.11/12, pp.1264-1290. Sucahyo, A. Doni; A. Fauzi DH, dan Z. Arifin (2010), “Analisis pengaruh customer relationship marketing: Pemasaran hubungan pelanggan dalam meningkatkan kepuasan dan loyalitas (Survei Pada Nasabah Bank Tabungan Pensiunan Nasional Mitra Usaha Rakyat Kantor Cabang Bojonegoro),” dalam Jurnal Profit, Volume 7 No. 1. 2011: 151-156. Sugiyono. 2011. MetodePenelitianKuantitatif, kualitatifdan R & D. Bandung Tjiptono, Fandy, 1997, StrategiPemasaran, PenerbitAndi Offset, Yogyakarta Todova, Emanuela (2006). Business Networks: Strategy and Structure. Routledge, 272 pages.
Sumber lain: Andi, Prastowo 2010. Menguasai Teknik-teknik Koleksi Data Penelitian. Kualitatif. Jogjakarta. Barnes, James G. 2003. Manufaktur dan Jasa. Kalakota, Ravi & Maria Robinson. 2001. E-Business2.0: Roadmap for Success. Addison.
104
Belch, Michael E. & Belch, Michael A. (2010). Advertising and Promotion: Integrated Marketing Communications Perspective, 6th edition. Pearson Education. 819 p.
105