S MPP 1201989 Bibliography
117
DAFTAR PUSTAKA
Abdul Alem Mohammad, Basri bin Rashid dan Saharuddin bin Tahir. 2013.
Assessing the influence of customer relationship management (CRM)
dimensions on organization performance An emperical study in the hotel
industry. Journal of Hospitality and Tourism Technology Vol. 4. Pp 228247.
Abdullah, Abdul Aziz dan Hamdan Mohd Hairil. 2012. Internal Success Factor of
Hotel Occupancy Rate. International Journal of Business and Social
Science. pp 199-218.
Ahmad A. Al-Tit. 2015. The Effect of Service and Food Quality on Customer
Satisfaction and Hence Customer Retention. Asian Social Science; Vol. 11.
pp 129-139.
Anahita Naderian, Rohaizat Baharun. 2015. The Role Of Service Quality And
Relationship Marketing In Hospitality Industry. International Journal of
Economics, Commerce and Management. Pp 1 -15.
Arikunto, Suharsimi. 2009. Prosedur Penelitian Suatu pendekatan praktek.
Jakarta: Rineka Cipta.
Arikunto, Suharsimi. 2010. Prosedur Penelitian : Suatu Pendekatan Praktik Edisi
Revisi 2010. Jakarta : Rineka Cipta.
Cranage, D. 2004. “Plan to Do It right: And Plan for Recovery”. International
Journal of Contemporary Hospitality Management, Vol. 16 No. 4, pp. 210219.
Deloitte Customer Loyality in the Hotel Industry (Traveler Survey Findings)
January 2013
D. J. Petzer, T. F. J. Steyn and P. G. Mostert. 2009. Customer retention practices
of small, medium and large hotels In South Africa: An exploratory study.
African Journal of Marketing Management Vol. 1(1). pp 32-42.
Don Jyh-Fu Jeng, Thomas Bailey. 2012. Assessing customer retention strategies
in mobile telecommunications Hybrid MCDM approach. Management
Decision Vol. 50. pp 1570-1595
Dutka, Alan. 2008. AMA Hand Book for Customer Satisfaction. NTC Business
Book,. Lincolnwood, Illinois
Mokhamad Zorgy Fhasa Perdana, 2016
Pengaruh Customer Orientation of Service Employee Melalui Program “Wow 5ervice”
Terhadap Customer Retention di Hotel Gino Feruci Kebonjati Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
118
Gazzoli, Gabriel., Hancer, Murat., Kim, Beom Cheol. 2013. Explaining Why
Employee-Customer Orientation Influences Customers’ Perceptions Of The
Service Encounter. Journal of Service Management Vol. 24 No. 4. Pp . Pp
82-400
Gengeswari K, Padmashantini P, Sharmeela-Banu SA. 2013. Impact of Customer
Retention Practices on Firm Performance. International Journal of
Academic Research in Business and Social Sciences. pp 68-84.
Hadinoto, Kusudianto. 1996. Perencanaan Pengembangan Destinasi Pariwisata.
Jakarta: UI Press.
Hennig-Thurau,Thorsten. 2004. Customer orientation of service employees Its
impact on customer satisfaction, commitment, and retention. International
Journal of Service Industry Management. pp 460-478.
Irawan, Kono. 2010. Potensi Objek Wisata Air Terjun Serdang Sebagai Daya
Tarik Wisata di Kabupaten Labuhan Batu Utara. Kertas Karya. Program
Pendidikan Non Gelar Pariwisata. Universitas Sumatera Utara.
Istijanto. 2009. Aplikasi Praktis Riset Pemasaran-Cara Praktis Meneliti
Konsumen dan Pesaing. Jakarta : PT Gramedia Pustaka Utama.
Kotller, Philip dan Keller Kevin Lane. 2016. Marketing Management 15 ed
Global Edition. Pearson Education
Kulcsár, Erika. 2011. Considerations On Tourist Marketing Theory And Practice
In Romania. Journal of tourism.
Lawson, Fred (1976). Hotels, Motels and Condominiums:Design, Planning and
Maintenance.
Li Li, Shen mei Yuan, Nan Jiang. 2014. An Analysis Of The Influencing Factors
Of Customer Retention In Tourism Resort Industry: A Case Study Of
Lingnan Impression Park, Guangzhou, China. Eurasian Journal of Business
and Management. pp 1-13
Malhotra, Naresh K dan David F. Briks. 2007. Marketing Research : An Applied
Approach. England : Peason Education Limited.
Malhotra, Narkesh K. 2009. Riset Pemasaran, Penerapan Terapan. Jakarta: Salim.
Jakarta: Erlangga.
Mokhamad Zorgy Fhasa Perdana, 2016
Pengaruh Customer Orientation of Service Employee Melalui Program “Wow 5ervice”
Terhadap Customer Retention di Hotel Gino Feruci Kebonjati Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
119
Monireh Raie, Asadollah Khadivi PhD, Reza Khdaie PhD. 2014. THE Effect Of
Employees’
Customer
Orientation,
Customer’s
Satisfaction
And
Commitment On Customer’s Sustainability. Arabian Journal of Business and
Management Review (OMAN Chapter)
Vol. 4. pp 109-121.
Mowen, J. C., & Minor, M. 2002. Perilaku konsumen jilid 1. Edisi Indonesia.
Jakarta: PT Penerbit Erlangga.
Nasution, M.N. 2007. Manajemen Mutu Terpadu (Total Quality Management)
Edisi Kedua. Ghalia Indonesia, Bogor.
Oka, A, Yoeti. (1996) Pemasaran Pariwisata. Angkasa: Bandung.
Philip R Kotler, Jhon T Bowen, James Makens (2014) . Marketing for Hospitality
and Tourism. Pearson.
Salah, Wahab. 2006. Manajemen Kepariwisataan. Jakarta: PT. Pradnya Paramita
Sanusi, Anwar. 2012. Metodologi Penelitian Bisnis. Jakarta: Salemba Empat
Sekaran, Uma. 2013. Research Methods for Business. Jakarta: Salemba Empat
Silalahi, Uber 2012. Metodologi Penelitian Sosial. Jakarta: PT Refika Aditama
Sugiyono, 2013. Metode Penelitian Kualitatif, Kuantitatif, dan R&D. Bandung:
Alfabeta.
,2010. Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung:
Alfabeta.
Sugiyono. 2012. Memahami Penelitian Kualitatif. Bandung : Alfabeta
Suwantoro, G. 2004. Dasar-dasar Pariwisata. Yogyakarta: Andi.
Syaqirah, Nurul dan Putra Faizurrahman. 2013. Managing Customer Retention of
Hotel Industry in Malaysia. Social and Behavioral Sciences. pp 379-389..
Yoeti, Oka A. 1993. Pengantar Ilmu Pariwisata. Bandung: Angkasa
Yoeti, Oka A. 2006. Tours and Travel Marketing. Jakarta: PT. Pradnya Paramita
Lembaga
AHMA (American Hotel and Motel Association)
http://jabar.bps.go.id, Badan Pusat Statistik Jawa Barat
UNWTO (United Nation World Tourism Organization)
Front Office Department Hotel Gino Feruci Kebonjati Bandung
Sales and Marketing Departement Hotel Gino Feruci Kebonjati Bandung
Mokhamad Zorgy Fhasa Perdana, 2016
Pengaruh Customer Orientation of Service Employee Melalui Program “Wow 5ervice”
Terhadap Customer Retention di Hotel Gino Feruci Kebonjati Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
120
Undang-Undang Republik Indonesia No 10 Tahun 2009 Tentang Kepariwisataan
Direktorat Jendral Pariwisata
Website Resmi
www.cnnindonesia.com
http://traveltourismindonesia.com
www.republika.co.id
properti.kompas.com
www.tripadvisor.com
Mokhamad Zorgy Fhasa Perdana, 2016
Pengaruh Customer Orientation of Service Employee Melalui Program “Wow 5ervice”
Terhadap Customer Retention di Hotel Gino Feruci Kebonjati Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR PUSTAKA
Abdul Alem Mohammad, Basri bin Rashid dan Saharuddin bin Tahir. 2013.
Assessing the influence of customer relationship management (CRM)
dimensions on organization performance An emperical study in the hotel
industry. Journal of Hospitality and Tourism Technology Vol. 4. Pp 228247.
Abdullah, Abdul Aziz dan Hamdan Mohd Hairil. 2012. Internal Success Factor of
Hotel Occupancy Rate. International Journal of Business and Social
Science. pp 199-218.
Ahmad A. Al-Tit. 2015. The Effect of Service and Food Quality on Customer
Satisfaction and Hence Customer Retention. Asian Social Science; Vol. 11.
pp 129-139.
Anahita Naderian, Rohaizat Baharun. 2015. The Role Of Service Quality And
Relationship Marketing In Hospitality Industry. International Journal of
Economics, Commerce and Management. Pp 1 -15.
Arikunto, Suharsimi. 2009. Prosedur Penelitian Suatu pendekatan praktek.
Jakarta: Rineka Cipta.
Arikunto, Suharsimi. 2010. Prosedur Penelitian : Suatu Pendekatan Praktik Edisi
Revisi 2010. Jakarta : Rineka Cipta.
Cranage, D. 2004. “Plan to Do It right: And Plan for Recovery”. International
Journal of Contemporary Hospitality Management, Vol. 16 No. 4, pp. 210219.
Deloitte Customer Loyality in the Hotel Industry (Traveler Survey Findings)
January 2013
D. J. Petzer, T. F. J. Steyn and P. G. Mostert. 2009. Customer retention practices
of small, medium and large hotels In South Africa: An exploratory study.
African Journal of Marketing Management Vol. 1(1). pp 32-42.
Don Jyh-Fu Jeng, Thomas Bailey. 2012. Assessing customer retention strategies
in mobile telecommunications Hybrid MCDM approach. Management
Decision Vol. 50. pp 1570-1595
Dutka, Alan. 2008. AMA Hand Book for Customer Satisfaction. NTC Business
Book,. Lincolnwood, Illinois
Mokhamad Zorgy Fhasa Perdana, 2016
Pengaruh Customer Orientation of Service Employee Melalui Program “Wow 5ervice”
Terhadap Customer Retention di Hotel Gino Feruci Kebonjati Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
118
Gazzoli, Gabriel., Hancer, Murat., Kim, Beom Cheol. 2013. Explaining Why
Employee-Customer Orientation Influences Customers’ Perceptions Of The
Service Encounter. Journal of Service Management Vol. 24 No. 4. Pp . Pp
82-400
Gengeswari K, Padmashantini P, Sharmeela-Banu SA. 2013. Impact of Customer
Retention Practices on Firm Performance. International Journal of
Academic Research in Business and Social Sciences. pp 68-84.
Hadinoto, Kusudianto. 1996. Perencanaan Pengembangan Destinasi Pariwisata.
Jakarta: UI Press.
Hennig-Thurau,Thorsten. 2004. Customer orientation of service employees Its
impact on customer satisfaction, commitment, and retention. International
Journal of Service Industry Management. pp 460-478.
Irawan, Kono. 2010. Potensi Objek Wisata Air Terjun Serdang Sebagai Daya
Tarik Wisata di Kabupaten Labuhan Batu Utara. Kertas Karya. Program
Pendidikan Non Gelar Pariwisata. Universitas Sumatera Utara.
Istijanto. 2009. Aplikasi Praktis Riset Pemasaran-Cara Praktis Meneliti
Konsumen dan Pesaing. Jakarta : PT Gramedia Pustaka Utama.
Kotller, Philip dan Keller Kevin Lane. 2016. Marketing Management 15 ed
Global Edition. Pearson Education
Kulcsár, Erika. 2011. Considerations On Tourist Marketing Theory And Practice
In Romania. Journal of tourism.
Lawson, Fred (1976). Hotels, Motels and Condominiums:Design, Planning and
Maintenance.
Li Li, Shen mei Yuan, Nan Jiang. 2014. An Analysis Of The Influencing Factors
Of Customer Retention In Tourism Resort Industry: A Case Study Of
Lingnan Impression Park, Guangzhou, China. Eurasian Journal of Business
and Management. pp 1-13
Malhotra, Naresh K dan David F. Briks. 2007. Marketing Research : An Applied
Approach. England : Peason Education Limited.
Malhotra, Narkesh K. 2009. Riset Pemasaran, Penerapan Terapan. Jakarta: Salim.
Jakarta: Erlangga.
Mokhamad Zorgy Fhasa Perdana, 2016
Pengaruh Customer Orientation of Service Employee Melalui Program “Wow 5ervice”
Terhadap Customer Retention di Hotel Gino Feruci Kebonjati Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
119
Monireh Raie, Asadollah Khadivi PhD, Reza Khdaie PhD. 2014. THE Effect Of
Employees’
Customer
Orientation,
Customer’s
Satisfaction
And
Commitment On Customer’s Sustainability. Arabian Journal of Business and
Management Review (OMAN Chapter)
Vol. 4. pp 109-121.
Mowen, J. C., & Minor, M. 2002. Perilaku konsumen jilid 1. Edisi Indonesia.
Jakarta: PT Penerbit Erlangga.
Nasution, M.N. 2007. Manajemen Mutu Terpadu (Total Quality Management)
Edisi Kedua. Ghalia Indonesia, Bogor.
Oka, A, Yoeti. (1996) Pemasaran Pariwisata. Angkasa: Bandung.
Philip R Kotler, Jhon T Bowen, James Makens (2014) . Marketing for Hospitality
and Tourism. Pearson.
Salah, Wahab. 2006. Manajemen Kepariwisataan. Jakarta: PT. Pradnya Paramita
Sanusi, Anwar. 2012. Metodologi Penelitian Bisnis. Jakarta: Salemba Empat
Sekaran, Uma. 2013. Research Methods for Business. Jakarta: Salemba Empat
Silalahi, Uber 2012. Metodologi Penelitian Sosial. Jakarta: PT Refika Aditama
Sugiyono, 2013. Metode Penelitian Kualitatif, Kuantitatif, dan R&D. Bandung:
Alfabeta.
,2010. Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung:
Alfabeta.
Sugiyono. 2012. Memahami Penelitian Kualitatif. Bandung : Alfabeta
Suwantoro, G. 2004. Dasar-dasar Pariwisata. Yogyakarta: Andi.
Syaqirah, Nurul dan Putra Faizurrahman. 2013. Managing Customer Retention of
Hotel Industry in Malaysia. Social and Behavioral Sciences. pp 379-389..
Yoeti, Oka A. 1993. Pengantar Ilmu Pariwisata. Bandung: Angkasa
Yoeti, Oka A. 2006. Tours and Travel Marketing. Jakarta: PT. Pradnya Paramita
Lembaga
AHMA (American Hotel and Motel Association)
http://jabar.bps.go.id, Badan Pusat Statistik Jawa Barat
UNWTO (United Nation World Tourism Organization)
Front Office Department Hotel Gino Feruci Kebonjati Bandung
Sales and Marketing Departement Hotel Gino Feruci Kebonjati Bandung
Mokhamad Zorgy Fhasa Perdana, 2016
Pengaruh Customer Orientation of Service Employee Melalui Program “Wow 5ervice”
Terhadap Customer Retention di Hotel Gino Feruci Kebonjati Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
120
Undang-Undang Republik Indonesia No 10 Tahun 2009 Tentang Kepariwisataan
Direktorat Jendral Pariwisata
Website Resmi
www.cnnindonesia.com
http://traveltourismindonesia.com
www.republika.co.id
properti.kompas.com
www.tripadvisor.com
Mokhamad Zorgy Fhasa Perdana, 2016
Pengaruh Customer Orientation of Service Employee Melalui Program “Wow 5ervice”
Terhadap Customer Retention di Hotel Gino Feruci Kebonjati Bandung
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu