Daftar Pustaka
Ardani, Wayan dan Ni Wayan Sri Suprapti. 2012. Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan WOM (Pada RSUD Wangaya Denpasar). Jurnal Manajemen Universitas Udayana.Vol.1 No.2 Arikunto S, 2006. Prosedur Penelitian Penerbit PT Rineka Cipta, Jakarta.
Suatu
Pendekatan
Praktik,
Ed
E-
Revisi VI,
Babin, Barry J: Lee, Yong-Kie: Kim, Eun-Fu: dan Griffin, Mitch (2005). Journal of Service Marketing Vol. 19, Modeling Consumer Satisfaction and Word of Mounth: Restaurant Patronage Korea, Journal of Service Marketing. Bendapudi, N., and Leone, R.P. (2003), “Psychological Implications Participation in Co-Production,” Journal of Marketing 67: 14-28.
of
Customer
Bettencourt LA (1997) Customer voluntary in service delivery. J Retail 73(3):383–406
as
partners
Karyawan Fakultas
terhadap Ekonomi
Djati,
performance:
S.P dan Darmawan, D. 2005. Pengaruh Kinerja Kepuasan, Kepercayaan dan Kesetiaan Pelanggan. Universitas Kristen Petra.
Ekpo AE, Riley BK, Thomas KD, Yvaire Z, Gerri worlds collide: the role of marketing customer interactions. J Bus Res 68(1):119–126 Engel,
customers
F. James; Roger D. Blackwell; Konsumen. Jakarta : Binarupa Aksara.
Paul
W.
GRH, Mun˜oz II (2015) As management in customer-toMiniard.
2004.
Perilaku
Fisk R, Grove S, Harris LC, Keeffe DA, Daunt KL, Russell-Bennett R, Wirtz J (2010) “Customers behaving badly: a state of the art review, research agenda and implications for practitioners”. J Serv Mark 24(6):417–429 Ghozali, Imam. 2001.Aplikasi Analisis Multivariate SPSS.Semarang: Badan Penerbit Universitas Diponegoro.
Dengan
Ghozali, Imam. 2006. Aplikasi Analisis Multivariate Dengan Program Cetakan Keempat. Semarang: Badan Penerbit Universitas Diponegoro. Ghozali, Imam. 2007. Aplikasi Analisis Universitas Diponogoro, Semarang.
Multivariate
Dengan
Program
Program SPSS. SPSS.BP-
Universitas Kristen Maranatha 80
Ghozali, Imam. (2011). Aplikasi Analisis Multivariate SPSS 19 (edisi kelima.)Semarang: Universitas Diponegoro.
Dengan
Program
IBM
Hadi, Sutrisno. 2004. Metodologi Research Jilid 3. Yogyakarta : Andi. Harjadi, Didik & Fatmasari,Dewi. 2008. WOM Communication sebagai Alternatif Kreatif dalam Komunikasi Pemasaran Vol 4, No 8, 72-74 diakses pada 16 Oktober 2012 dari www.equilibrium.com. Hartono Jogiyanto, Yogyakarta.
2004,
Metodologi
Penelitian
Bisnis,
Edisi
2004-2005,
BPFE,
Hartono Y. 2011. Buku Ajar Keperawatan Jiwa.Jakarta : EGC. Heskett, J.L., Sasser, W.E. and Schlesinger, Free Press, New York, NY”. Hidayat, A. 2007.Riset Salemba medika
keperawatan
L. (1997), “The Service Profit Chain,
dan
tehnik
penulisan
ilmiah.
Jakarta:
Husein, Umar, 1999, Riset Sumber Daya Manusia Dalam Organisasi, Jakarta: PT Gramedia Pustaka Utama Iput,2007,” Word of Mouth Kalahkan diakses tanggal 6 mei 2011.
Pengaruh
Iklan”,
http://nero.com/link.php,
Johnson GD, Grier SA (2013) “Understanding the influence consumer-to-consumer interaction on consumer service Bus Res 66(3):306–313
of cross-cultural satisfaction”. J
Kotler, Philip (1998) edisi revisi. Jilid I & II, “Manajemen Pemasaran Hall Inc”
Prentice
Kotler, Philip dan Kevin Lane Keller, 2008. Manajemen Pemasaran, Jilid 1,Penerbit Erlangga. Jakarta. Kuncoro, Mudrajad.2009. Erlangga. Jakarta.
Metode
Riset
Untuk
Bisnis
&
Ekonomi.
Penerbit
Langeard, E., Bateson, J.E.G., Lovelock, C.H. and Eigler, P., “Services Marketing: New Insights from Consumers and Managers”, Report No. 81104, Marketing Science Institute, Cambridge, MA, 1981 Lovelock, Christopher H.and Robert F. Young, “Look to Consumers Productivity”, Harvard Business Review, 57 (May–June), 168–78, 1979
to Increase
Universitas Kristen Maranatha 81
Lovelock, Christopher, 2001, “Service Marketing; People, 4thEdition, Prentice Hall, Upper Sadle River, New Jersey, p.
Technology,
Strategy”,
Malhotra. (2005). Riset Penelitian. Jakarta: Gramedia Pustaka Utama Mimouni- Chaabane dan Volle (2010) “Perceived benefits of Scale development and implications for relational strategies”.
loyalty
programs:
Musanto, Trisno. (2004). “Faktor-Faktor Kepuasan Pelanggan dan Pelanggan: Studi Kasus pada CV. Sarana Media Advertising Jurnal Manajemen & Kewirausahaan Vol. 6, No. 2, 123 – 136.
Loyalitas Surabaya”.
Nana
Syaodih Sukmadinata. Bandung: Rosdakarya.
(2009).
Nicholls R (2010) “New directions research”. J Serv Mark24(1):87–97
Metode for
Penelitian
Pendidikan.
customer-to-customer
interaction
Notoatmodjo, S. 2005. Metodologi Penelitian Kesehatan. Jakarta : Rineka Cipta. Oliver RL (1980) “A cognitive model of the antecedents satisfaction decisions”. J Mark Res 17(4):460–469
and
consequences
Oliver RL, Swan JE (1989) “Consumer perceptions of interpersonal equity satisfaction in transactions” : a field survey approach. J Mark 53(2):21–35
of and
Palmatier, Robert W., Srinath Gopalakrishna, and Mark B. Houston (2006), “Returns on Business-to-Business Relationship Marketing Investments: Strategies for Leveraging Profits.” Marketing Science 25 (SeptemberOctober), 477–93. Prahalad CK, Ramaswamy. (2000). “Co-opting Business Review. January-February: 79-81 Rangkuti,Freddy. 2009.Strategi Promosi yang Utama Ratna
Customer
Kreatif.
Competence”.
Jakarta
:
Gramedia
Harvard Pustaka
Dwi Kartika Sari 2012, “Analisis Pengaruh Kualitas Produk , Persepsi Harga, Dan Word Of Mouth Communication Terhadap Keputusan Pembelian Mebel Pada CV. Mega Jaya Mebel Semarang.
Rollins, M.,& Halinen, A.(2005). Customer Competence: Towards Theoritical Framework, Hawaii International Conference on System doi:10.1109/HICSS.2005.180
Knowledge Management proceedings of the 38th Sciences, Big Island, HI. Universitas Kristen Maranatha 82
Rosenbaum MS, Massiah CA (2007) “When customers receive support from other customers: exploring the influence of intercustomer social support on customer voluntary performance”. J Serv Res 9(3):257–270 Sekaran, Uma, Empat.
2006.
Metodologi
Penelitian
Untuk
Sernovitz, Andy. 2006. Word Of Mouth Marketing: People Talking. Chicago: Kaplan Publishing
Bisnis,
How
Jakarta:
Smart
Salemba
Companies Get
Setiawati, Erma, Sri Murwanti, 2006. BENEFIT Jurnal Manajemen dan Bisnis. BPPE Universitas Muhammadiyah Surakarta. Surakarta. Sumardy, Marlin Silviana, Melina Melone. (2011). The Power of Word of Marketing. Jakarta: Gramedia Pustaka Utama
Mouth
Sugiyono. (2005). Metode Penelitian Administrasi. Bandung: alfabeta Sugiyono.(2010). Alfabeta
MetodePenelitian
Kuantitatif
Kualitatif
&
RND.
Bandung
:
Sugiyono (2011). Metode penelitian kuntitatif kualitatif dan R&D. Alfabeta Supardi. 2005. Press
Metodologi
Penelitian
Ekonomi
dan
Bisnis.
Yogyakarta:
UUI
Tjiptono, Fandy. (2005). “Service, quality and satisfaction”. Yogyakarta : Andi Vargo SL, Lusch RF (2004) “Evolving to a new dominant logic for marketing”. J Mark 68(1): 1-17
Universitas Kristen Maranatha 83
Universitas Kristen Maranatha 84