S MPP 1004533 Bibliography
DAFTAR PUSTAKA
A Yoeti Oka. 2004. Strategi Pemasaran Hotel. Jakarta: PT.Gramedia Pustaka
Utama.
Adeousun, Ladipo Patrick Kune dan Ganiyu, Rahim Ajao. Experiential
Marketing: An insight into the Mind of the Consumer. Asian Journal of
Business and Management Sciences. 2 (7). 21-26
Aisuebeogun, Susan Edwards. 2007. Understanding Customer Experience and Its
Impact within the Hotel Sector. Cranfield University.
Ajzen, I. 2005. Attitude, Personality, & Behavior . New York: Open University
Press.
Alexndris, Konstantinos; Nikos Dimitriadis dan Dimitra Markatra. 2002. Can
Perceptions of Service Quality Predict Behavioral Intention?An
Exploratory Studi in the Hotel Sector in Greece.” 12,(4), 224-231.
Alma, Buchari. 2007. Manajemen Pemasaran dan Pemasaran Jasa . Bandung:
Alfabeta.
Arikunto, Suharsini. 2009. Prosedur Penelitian Suatu Pendekatan Praktek.
Jakarta: Rineka Cipta.
Badan Pusat Statistik Kota Yogyakarta. 2014. Statistik Pariwisata Kota
Yogyakarta-Tourism Statistics of Yogyakarta City. Diakses melalui:
http://jogjakota.bps.go.id/?hal=publikasi_detil&id=7 pada 8 Juli 2014 19.23
PM
Berry, Leonard L et al .2006. Managing Service Experience Clues. Wharton:
University of Pennsylvania.
Bowie, David dan Buttle, Francis. 2004. Hospitality Marketing an Introduction.
Chennai: Newgan Imaging System (P) Ltd.,
Chen, Cing-Fu dan Chen, Fu Shian. 2010. Experience Quality, Perceived Value,
Satisfaction and Behavioral Intentions for Heritage Tourists. Tourism
Management. 31,29-35.
Clemes, Michael D et al. 2009. An empirical study of behavioral intentions in the
Taiwan hotel industry. Innovative Marketing. 5, (3).
Dinas Pariwisata Daerah Istimewa Yogyakarta. 2013. Statistik Kepariwisataan
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
156
2012. Yogyakarta: Disbudpar DIY.
Dragicevic, Vanja et al. 2011. The Attractiveness Of Vojvodina Province As A
Tourist Destination On The Basis Of Domestic Tourists’ Perception.
Geographica Timisiensis. 20, (1), 59-67.
Edvardson, Bo. 2006. Service Experience. University of Karlstad Sweden.
Grillmair, Julia dan Verfasserin. 2008. Evaluating the Impact of Other Customers
on Service Experiences-A Replication and Extension.
Guo, Modi. 2012. Service experience from customers' point of view an empirical
case study of a chinese restaurant-haidilao. Department of Business
Administration, Business and Social Sciences Aarhus University.
Helkula, Anu. Understanding, Designing and Managing Service Experience.
Aalto University School of Science and Technology.
Hasan, Iqbal. 2009. Analisis Data Penelitian dengan Statistik. Bumi Aksara:
Jakarta.
Hemmington, Nigel. 2007. From Service to Experience; Understanding and
Defining the Hospitality Business. The Service Industries Journal. 27, (06),
1-19.
Huang, Songshan dan Hsu, Cathy H.C. 2009. Effects of Travel Motivation, Past
Experience, Perceived Constraint, and Attitude on Revisit Intention .
Journal of Travel Research. 48, (01)., 29-44.
Husein, Umar. 2008. Metode Penelitian untuk Skripsi dan Tesis Bisnis. Jakarta:
Rajagrafindo Persada.
__________ 2003. Metodologi Penelitian Untuk Skripsi dan Tesis Bisnis .
Jakarta:Gramedia Pustaka Utama.
Istijanto. 2009. Aplikasi Praktis Riset Pemasaran-Cara Praktis Meneliti
Konsumen dan Pesaing. Jakarta: PT Gramedia Pustaka Utama.
Janie,Dyah Nirmala. 2012. Buku Statistik Deskriptif dan Regresi Linier Berganda
dengan SPSS. Semarang: Semarang University Press.
Johnston, Robert dan Xiangyu, Kong. 2011. The Customer Experience: A Road
Map for Improvement. Managing Service Quality. 21 (1). 5-24.
Joynathsing, Chhavi. 2010. Understanding the Behavioral Intentions of European
Tourists. International Research Symposium in Service Management.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
157
Kang, S.S., Okamoto, N. & Donovan, H.A. 2004. Service Quality and its Effect
on Customer Satisfaction and Customer Behavioural Intentions : Hotel and
Ryokan Guests in Japan . Asia Pacific Journal of Tourism Research,
9(2):2004.
Kardes, F. R., Cronley, M. L., and Cline T. W. 2011. Consumer Behavior . Mason:
South-Western Cengage Learning.
Karim, Nur Azmi. Modul Perkuliahan Statistika Bisnis Uji Asumsi Klasik dan Uji
Normalitas Data. Universitas Mercu Buana.
Komar, Richard. 2006. Hotel Management (manajemen perhotelan).
Jakarta: Grasindo.
Kotler at al. 2005. Principles of Marketing Fourth European Edition. Edinburg:
Pearson Education Limited.
Kotler, Philip dan Keller, Kevin Lane. (2012). Marketing Management 14 th
Edition. New Jersey: Pearson Education Inc.
___________ et al. 2010. Marketing for Hospitality and Tourism. New Jersey:
Pearson Prentice Hall.
Kuruuzum, Ayse dan Koksal, Can Deniz. 2010. The Impact of Service Quality on
Behavioral Intention in Hospitality Industry. International Journal of
Business and Management Studies. 2, (01).
Lancaster, Geoff dan Massingham, Lester. 2011. The Essentials of Marketing
Management . New York:Taylor & Francis e-Library.
Lee, So Yon et al. 2007. The Roles of Quality and Intermediary Construct in
Determining Festival Attendees’ Behavioral Intention. Journal of Travel
Research. 45 (4).
Liang, Y., Illum, S. F., and Cole, S. T. 2008. Benefits Received and Behavioural
Intentions of Festival Visitiors in Relation to Distance Travelled and
Their Origin. International Journal of Event Management Research. Vol. 4,
No.1.
Lin, Chiang. 2009. The Influence of Store Environment on Perceived Experiential
Value and Behavior Intention. Asia Pacific Management Review. 15(2)
(2010) 281-299.
Lovelock, Christopher dan Jochen Wirtz. 2011. Services Marketing People,
Technology, Strategy 7th Edition. New Jersey: Pearson Education Inc.
Nn. (Januari 2014). Prestasi Berbuah Investasi. Venue-Referensi MICE
Indonesia. (Majalah). Nomor 79. 132.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
158
Nn. 2009 Manual on Module 1 Introduction to Tourism. Wan Chai: Personal,
Social and Humanities Education Section Education Bureau.
Nn. 2011. Research Report: Global Spa Summit 2011 Wellness tourism and
medical tourism: where do spas fit?. Global Spa Summit LLC.
Palau-Saumell, et al. 2012. Tourist Behavior Intentions and the Moderator Effect
of Knowledge of UNESCO World Heritage Sites: The Case of La Sagrada
Família.
Park, Minkyung et al. 2010. Measuring the Experience Economy of Film Festival
Participants. International Journal of Tourism Sciences, 10, ( 2), 35-54.
Pendit, Nyoman S. 2003. Ilmu Pariwisata : Sebuah Pengantar Perdana .
Jakarta :PT.Pradnya Paramita.
Reid, Robert D dan Bojanic David C. 2010. Hospitality Marketing Management
5th ed. New Jersey: John Wiley & Sons,Inc.
Riduwan dan Kuncoro, Engkos Achamd. 2012. Cara Menggunakan dan
Memaknai Path Analysis (Analisis Jalur). Bandung: Alfabeta.
Ruiz,Martin-D et al. 2012. Creating Customer Value Through Service
Experiences: An Empirica l Study in The Hotel Industry. Tourism and
Hospitality Management. (18), (1), 37-53.
Rutherford, Denney G dan O’Fallon, Michael J. John. 2007. Hotel Management
and Operations Fourth Edition. New Jersey: Willey & Sons, Inc.
Sakaran, Uma dan Roger, Bougie. 2010. Research Methods for Business-A Skill
Bulding Approach 5th Edition. United Kingdom: John Wiley & Sons Ltd.
Sandstrom et al., 2008. Value in Use Through Service Experience Managing
Service Quality. Emerald Group Publishing Limited. 18, (2),112-126.
Sau Ada-Yee Lo. 2009. A study on the Impact of a Bundle of Determinants on the
Shopping and Visiting Intensions of Tourists – an extension of the theory
of reasoned action. New York: Cornell University Ithaca.
Schmitt, B.H. 1999. Experiential Marketing: How to Get Customers to Sense Feel
Think Act and Relate to Your Company and Brands. New york: The Free
Press.
___________. Dan Rogers, David L. 2008. Handbook on Brand and Experience
Management. Massacusetts: Edward Elgar Publishing Limited.
Schmitt, Bernd H dan David L Rogers. 2008. Handbook on Brand and Experience
Management. Cheltenham: Edward Elgar Publishing Limited.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
159
Shaw, Colin et al. 2010. Customer Experience Future Trends and Insight.
London: Macmillan Publisher Limited.
Siam, Lim Tau et al. 2009. Tqou i fundamentals of hospitality and tourism
management. Open University Malaysia.
Sihite, Richard. 2000. Tourism Industry (Kepariwisataan). Surabaya: Penerbit
SIC.
Silalahi, Uber. 2009. Metode Penelitian Sosial. Bandung: Rafika Aditama
Sirapracha, Juthamard dan Tocquer, Gerard. 2012. Customer Experience, Brand
Image and Customer Loyalty in Telecomunication Services. International
Conference on Economics, Business and Marketing Management. Vol 29.
Smith dan Wheeler, Joe. 2002. Managing the Customer Experience. Great Britain:
Pearson Education Limited.
Songshan et al., 2009. Effects of Travel Motivation, Past Experience, Perceived
Constraint, and Attitude on Revisit Intention. Journal of Travel Research.
48,(1), 29-44.
Sugiyono. 2008. Metodologi Penelitian Bisnis. Bandung:Alfabeta.
2006. Statistik Untuk Penelitian . Yogyakarta:Andi.
2010. Metode
Bandung:Alfabeta.
Penelitian
Kuantitatif
Kualitatif
dan
R&D.
Sulastyono, Agus. 2008. Manajemen Penyelenggaraan Hotel. Bandung:Alfabeta
Suliyanto. 2005. Analisis Data dalam Aplikasi Pemasaran. Ghalia Indonesia
Suwithi, Ni Wayan dan Jr.Boham, Cecil Erwin. 2008. Akomodasi Perhotelan Jilid
1. Jakarta: Direktorat Jenderal Manajemen Pendidikan Dasar dan
Menengah, Departemen Pendidikan Nasional.
Tjiptono, Fandy. 2006. Pemasaran Jasa. Jawa Timur: Bayu Media Publishing
_____________.2008. Service Management:Mewujudkan Layanan Prima.
Yogyakarta: Andi.
Tseng, Mitchel M at al. 1999. Mapping Customers' Service Experience for
Operations Improvement. Business Process Management. 5 (1). 50-64.
Ullah, G.M Shafayat dan Islam, Md rifayat. 2011. Factor Influencing Consumer
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
160
Service Experience in Private Hospitals:A Study from Bangladeshi
Perspective. Interdisciplinary Journal of Contemporary Research in
Business. 3, (05).
Undang-undang republik indonesia Nomor 10.tahun 2009Tentang Kepariwisataan
Wahyuningsih. 2012. The Effect of Customer Value on Behavioral Intentions in
Tourism Industry. International Research Journal of Business Studies. 5,
(01), 1-12.
Wardhani, U.E, Viverawati dan Mustafa. 2008. Usaha Jasa Pariwisata . Jakarta:
Direktorat Pembinaan Sekolah Menengah Kejuruan Direktorat Jenderal
Manajemen Pendidikan Dasar dan Menengah Departemen Pendidikan
Nasional.
Whalley, Andrew. 2010. Strategic Marketing. Andrew Whalley & Ventus
Publishing ApS.
Wu, Hung Che. 2009. An Empirical Study of Behavioural Intentions in the
Taiwan Hotel Industry. Lincoln University.
Zeithaml Valarie A et al. 2006. Service Marketing-Integrating Customer Focus
Across the Firm 4th edition. New York: Mc.Graw-Hill International.
Zeng, Fue., Hu, Zuohao., Zhilin R.C. 2009. Determinants of online service
satisfaction and their impacts on Behaviora l Intentions. Total Quality
Management. Vol. 20, No. 9, 953-969.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
A Yoeti Oka. 2004. Strategi Pemasaran Hotel. Jakarta: PT.Gramedia Pustaka
Utama.
Adeousun, Ladipo Patrick Kune dan Ganiyu, Rahim Ajao. Experiential
Marketing: An insight into the Mind of the Consumer. Asian Journal of
Business and Management Sciences. 2 (7). 21-26
Aisuebeogun, Susan Edwards. 2007. Understanding Customer Experience and Its
Impact within the Hotel Sector. Cranfield University.
Ajzen, I. 2005. Attitude, Personality, & Behavior . New York: Open University
Press.
Alexndris, Konstantinos; Nikos Dimitriadis dan Dimitra Markatra. 2002. Can
Perceptions of Service Quality Predict Behavioral Intention?An
Exploratory Studi in the Hotel Sector in Greece.” 12,(4), 224-231.
Alma, Buchari. 2007. Manajemen Pemasaran dan Pemasaran Jasa . Bandung:
Alfabeta.
Arikunto, Suharsini. 2009. Prosedur Penelitian Suatu Pendekatan Praktek.
Jakarta: Rineka Cipta.
Badan Pusat Statistik Kota Yogyakarta. 2014. Statistik Pariwisata Kota
Yogyakarta-Tourism Statistics of Yogyakarta City. Diakses melalui:
http://jogjakota.bps.go.id/?hal=publikasi_detil&id=7 pada 8 Juli 2014 19.23
PM
Berry, Leonard L et al .2006. Managing Service Experience Clues. Wharton:
University of Pennsylvania.
Bowie, David dan Buttle, Francis. 2004. Hospitality Marketing an Introduction.
Chennai: Newgan Imaging System (P) Ltd.,
Chen, Cing-Fu dan Chen, Fu Shian. 2010. Experience Quality, Perceived Value,
Satisfaction and Behavioral Intentions for Heritage Tourists. Tourism
Management. 31,29-35.
Clemes, Michael D et al. 2009. An empirical study of behavioral intentions in the
Taiwan hotel industry. Innovative Marketing. 5, (3).
Dinas Pariwisata Daerah Istimewa Yogyakarta. 2013. Statistik Kepariwisataan
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
156
2012. Yogyakarta: Disbudpar DIY.
Dragicevic, Vanja et al. 2011. The Attractiveness Of Vojvodina Province As A
Tourist Destination On The Basis Of Domestic Tourists’ Perception.
Geographica Timisiensis. 20, (1), 59-67.
Edvardson, Bo. 2006. Service Experience. University of Karlstad Sweden.
Grillmair, Julia dan Verfasserin. 2008. Evaluating the Impact of Other Customers
on Service Experiences-A Replication and Extension.
Guo, Modi. 2012. Service experience from customers' point of view an empirical
case study of a chinese restaurant-haidilao. Department of Business
Administration, Business and Social Sciences Aarhus University.
Helkula, Anu. Understanding, Designing and Managing Service Experience.
Aalto University School of Science and Technology.
Hasan, Iqbal. 2009. Analisis Data Penelitian dengan Statistik. Bumi Aksara:
Jakarta.
Hemmington, Nigel. 2007. From Service to Experience; Understanding and
Defining the Hospitality Business. The Service Industries Journal. 27, (06),
1-19.
Huang, Songshan dan Hsu, Cathy H.C. 2009. Effects of Travel Motivation, Past
Experience, Perceived Constraint, and Attitude on Revisit Intention .
Journal of Travel Research. 48, (01)., 29-44.
Husein, Umar. 2008. Metode Penelitian untuk Skripsi dan Tesis Bisnis. Jakarta:
Rajagrafindo Persada.
__________ 2003. Metodologi Penelitian Untuk Skripsi dan Tesis Bisnis .
Jakarta:Gramedia Pustaka Utama.
Istijanto. 2009. Aplikasi Praktis Riset Pemasaran-Cara Praktis Meneliti
Konsumen dan Pesaing. Jakarta: PT Gramedia Pustaka Utama.
Janie,Dyah Nirmala. 2012. Buku Statistik Deskriptif dan Regresi Linier Berganda
dengan SPSS. Semarang: Semarang University Press.
Johnston, Robert dan Xiangyu, Kong. 2011. The Customer Experience: A Road
Map for Improvement. Managing Service Quality. 21 (1). 5-24.
Joynathsing, Chhavi. 2010. Understanding the Behavioral Intentions of European
Tourists. International Research Symposium in Service Management.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
157
Kang, S.S., Okamoto, N. & Donovan, H.A. 2004. Service Quality and its Effect
on Customer Satisfaction and Customer Behavioural Intentions : Hotel and
Ryokan Guests in Japan . Asia Pacific Journal of Tourism Research,
9(2):2004.
Kardes, F. R., Cronley, M. L., and Cline T. W. 2011. Consumer Behavior . Mason:
South-Western Cengage Learning.
Karim, Nur Azmi. Modul Perkuliahan Statistika Bisnis Uji Asumsi Klasik dan Uji
Normalitas Data. Universitas Mercu Buana.
Komar, Richard. 2006. Hotel Management (manajemen perhotelan).
Jakarta: Grasindo.
Kotler at al. 2005. Principles of Marketing Fourth European Edition. Edinburg:
Pearson Education Limited.
Kotler, Philip dan Keller, Kevin Lane. (2012). Marketing Management 14 th
Edition. New Jersey: Pearson Education Inc.
___________ et al. 2010. Marketing for Hospitality and Tourism. New Jersey:
Pearson Prentice Hall.
Kuruuzum, Ayse dan Koksal, Can Deniz. 2010. The Impact of Service Quality on
Behavioral Intention in Hospitality Industry. International Journal of
Business and Management Studies. 2, (01).
Lancaster, Geoff dan Massingham, Lester. 2011. The Essentials of Marketing
Management . New York:Taylor & Francis e-Library.
Lee, So Yon et al. 2007. The Roles of Quality and Intermediary Construct in
Determining Festival Attendees’ Behavioral Intention. Journal of Travel
Research. 45 (4).
Liang, Y., Illum, S. F., and Cole, S. T. 2008. Benefits Received and Behavioural
Intentions of Festival Visitiors in Relation to Distance Travelled and
Their Origin. International Journal of Event Management Research. Vol. 4,
No.1.
Lin, Chiang. 2009. The Influence of Store Environment on Perceived Experiential
Value and Behavior Intention. Asia Pacific Management Review. 15(2)
(2010) 281-299.
Lovelock, Christopher dan Jochen Wirtz. 2011. Services Marketing People,
Technology, Strategy 7th Edition. New Jersey: Pearson Education Inc.
Nn. (Januari 2014). Prestasi Berbuah Investasi. Venue-Referensi MICE
Indonesia. (Majalah). Nomor 79. 132.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
158
Nn. 2009 Manual on Module 1 Introduction to Tourism. Wan Chai: Personal,
Social and Humanities Education Section Education Bureau.
Nn. 2011. Research Report: Global Spa Summit 2011 Wellness tourism and
medical tourism: where do spas fit?. Global Spa Summit LLC.
Palau-Saumell, et al. 2012. Tourist Behavior Intentions and the Moderator Effect
of Knowledge of UNESCO World Heritage Sites: The Case of La Sagrada
Família.
Park, Minkyung et al. 2010. Measuring the Experience Economy of Film Festival
Participants. International Journal of Tourism Sciences, 10, ( 2), 35-54.
Pendit, Nyoman S. 2003. Ilmu Pariwisata : Sebuah Pengantar Perdana .
Jakarta :PT.Pradnya Paramita.
Reid, Robert D dan Bojanic David C. 2010. Hospitality Marketing Management
5th ed. New Jersey: John Wiley & Sons,Inc.
Riduwan dan Kuncoro, Engkos Achamd. 2012. Cara Menggunakan dan
Memaknai Path Analysis (Analisis Jalur). Bandung: Alfabeta.
Ruiz,Martin-D et al. 2012. Creating Customer Value Through Service
Experiences: An Empirica l Study in The Hotel Industry. Tourism and
Hospitality Management. (18), (1), 37-53.
Rutherford, Denney G dan O’Fallon, Michael J. John. 2007. Hotel Management
and Operations Fourth Edition. New Jersey: Willey & Sons, Inc.
Sakaran, Uma dan Roger, Bougie. 2010. Research Methods for Business-A Skill
Bulding Approach 5th Edition. United Kingdom: John Wiley & Sons Ltd.
Sandstrom et al., 2008. Value in Use Through Service Experience Managing
Service Quality. Emerald Group Publishing Limited. 18, (2),112-126.
Sau Ada-Yee Lo. 2009. A study on the Impact of a Bundle of Determinants on the
Shopping and Visiting Intensions of Tourists – an extension of the theory
of reasoned action. New York: Cornell University Ithaca.
Schmitt, B.H. 1999. Experiential Marketing: How to Get Customers to Sense Feel
Think Act and Relate to Your Company and Brands. New york: The Free
Press.
___________. Dan Rogers, David L. 2008. Handbook on Brand and Experience
Management. Massacusetts: Edward Elgar Publishing Limited.
Schmitt, Bernd H dan David L Rogers. 2008. Handbook on Brand and Experience
Management. Cheltenham: Edward Elgar Publishing Limited.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
159
Shaw, Colin et al. 2010. Customer Experience Future Trends and Insight.
London: Macmillan Publisher Limited.
Siam, Lim Tau et al. 2009. Tqou i fundamentals of hospitality and tourism
management. Open University Malaysia.
Sihite, Richard. 2000. Tourism Industry (Kepariwisataan). Surabaya: Penerbit
SIC.
Silalahi, Uber. 2009. Metode Penelitian Sosial. Bandung: Rafika Aditama
Sirapracha, Juthamard dan Tocquer, Gerard. 2012. Customer Experience, Brand
Image and Customer Loyalty in Telecomunication Services. International
Conference on Economics, Business and Marketing Management. Vol 29.
Smith dan Wheeler, Joe. 2002. Managing the Customer Experience. Great Britain:
Pearson Education Limited.
Songshan et al., 2009. Effects of Travel Motivation, Past Experience, Perceived
Constraint, and Attitude on Revisit Intention. Journal of Travel Research.
48,(1), 29-44.
Sugiyono. 2008. Metodologi Penelitian Bisnis. Bandung:Alfabeta.
2006. Statistik Untuk Penelitian . Yogyakarta:Andi.
2010. Metode
Bandung:Alfabeta.
Penelitian
Kuantitatif
Kualitatif
dan
R&D.
Sulastyono, Agus. 2008. Manajemen Penyelenggaraan Hotel. Bandung:Alfabeta
Suliyanto. 2005. Analisis Data dalam Aplikasi Pemasaran. Ghalia Indonesia
Suwithi, Ni Wayan dan Jr.Boham, Cecil Erwin. 2008. Akomodasi Perhotelan Jilid
1. Jakarta: Direktorat Jenderal Manajemen Pendidikan Dasar dan
Menengah, Departemen Pendidikan Nasional.
Tjiptono, Fandy. 2006. Pemasaran Jasa. Jawa Timur: Bayu Media Publishing
_____________.2008. Service Management:Mewujudkan Layanan Prima.
Yogyakarta: Andi.
Tseng, Mitchel M at al. 1999. Mapping Customers' Service Experience for
Operations Improvement. Business Process Management. 5 (1). 50-64.
Ullah, G.M Shafayat dan Islam, Md rifayat. 2011. Factor Influencing Consumer
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
160
Service Experience in Private Hospitals:A Study from Bangladeshi
Perspective. Interdisciplinary Journal of Contemporary Research in
Business. 3, (05).
Undang-undang republik indonesia Nomor 10.tahun 2009Tentang Kepariwisataan
Wahyuningsih. 2012. The Effect of Customer Value on Behavioral Intentions in
Tourism Industry. International Research Journal of Business Studies. 5,
(01), 1-12.
Wardhani, U.E, Viverawati dan Mustafa. 2008. Usaha Jasa Pariwisata . Jakarta:
Direktorat Pembinaan Sekolah Menengah Kejuruan Direktorat Jenderal
Manajemen Pendidikan Dasar dan Menengah Departemen Pendidikan
Nasional.
Whalley, Andrew. 2010. Strategic Marketing. Andrew Whalley & Ventus
Publishing ApS.
Wu, Hung Che. 2009. An Empirical Study of Behavioural Intentions in the
Taiwan Hotel Industry. Lincoln University.
Zeithaml Valarie A et al. 2006. Service Marketing-Integrating Customer Focus
Across the Firm 4th edition. New York: Mc.Graw-Hill International.
Zeng, Fue., Hu, Zuohao., Zhilin R.C. 2009. Determinants of online service
satisfaction and their impacts on Behaviora l Intentions. Total Quality
Management. Vol. 20, No. 9, 953-969.
Kendid Syahid, 2014
Analisis Pengaruh Customer Service Experience Terhadap Behavior Intentions Universitas
Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu