Kepercayaan Pelanggan Pada Salesperson Pada PT.Trans Sumatera Agung Medan
DAFTAR PUSTAKA
BUKU :
Alma, Buchari, 2005. Manajemen pemasaran dan pemasaran jasa, Alfabeta
Bandung.
Chan, Syaffudin, 2003. Relationship Marketing : Inovasi Pemasaran yang
Membuat Pelanggan Bertekuk Lutut, PT. Gramedia Pustaka Utama
Jakarta
Kotler, Philip,2009. Manajemen pemasaran. Jilid 2. PT. Indeks kelompok
Gramedia , Jakarta.
Martin. Wiliam B. 2004. Quality Customer Service :Cara Jitu Memikat Hati
Pelanggan, PPM, Jakarta.
Rahmayanty, Nina, 2010. Manajemen Pelayanan Prima, Graha Ilmu, Jakarta
Sekaran . Uma, 2006. Reserch Methods For Business :Metodologi Penelitian
Untuk Bisnis, Buku 2, Salemba Empat, Jakarta.
Situmorang , Syafrizal Helmi,ddk.2010. Analisa Data Penelitian, Medan : USU
Press.
Sugiyono ,2004. Metode Penelitian Bisnis,Alfabeta, Bandung.
Tanjung , A,2004. Relationship Marketing, PT. Gramedia Pustaka Utama,
Jakarta.
Umar, Husein, 1999. Metode Penelitian untuk skripsi dan tesis bisnis, Rajawali
Press, Jakarta
JURNAL :
Crosby, Lawrence A.,Evans, Kennety R.,Cowles ,Debora 1990., “Relationship
Quality in Services Selling : An Interpersonal Influence Perspective “.
Journal of Marketing, Vol 54 , No, hal 1
Doney, Patricia M, Cannon Joseph P, 1996.” An Examination of Nature of Trust
In Buyer-Seller Relationship “. Journal of Marketing. Vol 61 , April
Ganessan, S, 1994.” Determinants of Long Term Orientation in Buyer- Seller
Relationship” Journal Marketing. Vol 64, No 2, hal 5
Universitas Sumatera Utara
Kennedy ,Mary Susan, Ferrel. Linda K, Leclair, Debbie T, 2001.” Consumers
Trust of Salesperson and Manufacture ; An Empirical Study “. Journal of
Busines Research 51. 73-86
McAllister, Daniel j, 1995.” Affect –and Cognition- Based Trust as Foundation
For Interpersonal Cooperation in Organization”.
Academy of Management Journal. Vol 38 No.1
Ring, Peter Smith, Van de Ven, Andrew, 1994.”Development Process of
Cooperative Interorganization Relationship “, Academy of Management
Review Januari
Smith, J. Brock., Donald W, 1997. “ The Effect of Organization Differences and
Trust of the Effectiveness of Selling patner Relationship”, Journal of
Marketing. Vol 6, Januari
Swan, John E., Oliver, Richard I,”An Applied of Buyer Equity Perceptions and
Satifation With Automobile Salesperson” Journal of Personal Selling &
Sales Management. Vol XI,No.2, Spring.
SKRIPSI
Arriawan, Haston Sakunda, 2001. Analisa Pengaruh Karakteristik
PenjuaL, Ethical Concren, Dan Keakraban Terhadap Kepercayaan
Pelangga Pelanggan ( Studi Empiris Pada Pelanggan Produk Susu
IMF Nenatal Di Jateng dan DIY, Semarang , Universitas Diponegoro
Semarang.
Tobing, Feri Haposan, 2008. Pengaruh Salesperson Characteristik Terhadap
Kepercayaan Pelanggan Pada Wiraniaga PT. Petrokimia Kayaku
(Studi Kasus Pada Distributor Pestisida PT. Petrokimia Kayaku Di
Indonesia ) Surabaya, Universitas Airlangga.
Universitas Sumatera Utara
SITUS INTERNET
Andri. 2004. Membangun Negoisasi Penjualan Pada Tahap Akhir .
htpp://www.andriewongso.com /artikel/entrepreneur_corner/4393/
membangun_Negoisasi_Penjualan_Pada_Tahap_Akhir (11 Desember
2011)
Raharjo, Budi, 2008. Membangun Kepercayaan Pelanggan.
Htpp://annagary.wordpress.com/2008/04/18/membangunkepercayaan-pelanggan/, (23 November 2012).
Vibiz ,2012. Membangun Kepercayaan Pelanggan.
Htpp://vibizmanagement.com/Journal/Index/Category/services_crm
/237/30 (23 November 2012
Universitas Sumatera Utara
BUKU :
Alma, Buchari, 2005. Manajemen pemasaran dan pemasaran jasa, Alfabeta
Bandung.
Chan, Syaffudin, 2003. Relationship Marketing : Inovasi Pemasaran yang
Membuat Pelanggan Bertekuk Lutut, PT. Gramedia Pustaka Utama
Jakarta
Kotler, Philip,2009. Manajemen pemasaran. Jilid 2. PT. Indeks kelompok
Gramedia , Jakarta.
Martin. Wiliam B. 2004. Quality Customer Service :Cara Jitu Memikat Hati
Pelanggan, PPM, Jakarta.
Rahmayanty, Nina, 2010. Manajemen Pelayanan Prima, Graha Ilmu, Jakarta
Sekaran . Uma, 2006. Reserch Methods For Business :Metodologi Penelitian
Untuk Bisnis, Buku 2, Salemba Empat, Jakarta.
Situmorang , Syafrizal Helmi,ddk.2010. Analisa Data Penelitian, Medan : USU
Press.
Sugiyono ,2004. Metode Penelitian Bisnis,Alfabeta, Bandung.
Tanjung , A,2004. Relationship Marketing, PT. Gramedia Pustaka Utama,
Jakarta.
Umar, Husein, 1999. Metode Penelitian untuk skripsi dan tesis bisnis, Rajawali
Press, Jakarta
JURNAL :
Crosby, Lawrence A.,Evans, Kennety R.,Cowles ,Debora 1990., “Relationship
Quality in Services Selling : An Interpersonal Influence Perspective “.
Journal of Marketing, Vol 54 , No, hal 1
Doney, Patricia M, Cannon Joseph P, 1996.” An Examination of Nature of Trust
In Buyer-Seller Relationship “. Journal of Marketing. Vol 61 , April
Ganessan, S, 1994.” Determinants of Long Term Orientation in Buyer- Seller
Relationship” Journal Marketing. Vol 64, No 2, hal 5
Universitas Sumatera Utara
Kennedy ,Mary Susan, Ferrel. Linda K, Leclair, Debbie T, 2001.” Consumers
Trust of Salesperson and Manufacture ; An Empirical Study “. Journal of
Busines Research 51. 73-86
McAllister, Daniel j, 1995.” Affect –and Cognition- Based Trust as Foundation
For Interpersonal Cooperation in Organization”.
Academy of Management Journal. Vol 38 No.1
Ring, Peter Smith, Van de Ven, Andrew, 1994.”Development Process of
Cooperative Interorganization Relationship “, Academy of Management
Review Januari
Smith, J. Brock., Donald W, 1997. “ The Effect of Organization Differences and
Trust of the Effectiveness of Selling patner Relationship”, Journal of
Marketing. Vol 6, Januari
Swan, John E., Oliver, Richard I,”An Applied of Buyer Equity Perceptions and
Satifation With Automobile Salesperson” Journal of Personal Selling &
Sales Management. Vol XI,No.2, Spring.
SKRIPSI
Arriawan, Haston Sakunda, 2001. Analisa Pengaruh Karakteristik
PenjuaL, Ethical Concren, Dan Keakraban Terhadap Kepercayaan
Pelangga Pelanggan ( Studi Empiris Pada Pelanggan Produk Susu
IMF Nenatal Di Jateng dan DIY, Semarang , Universitas Diponegoro
Semarang.
Tobing, Feri Haposan, 2008. Pengaruh Salesperson Characteristik Terhadap
Kepercayaan Pelanggan Pada Wiraniaga PT. Petrokimia Kayaku
(Studi Kasus Pada Distributor Pestisida PT. Petrokimia Kayaku Di
Indonesia ) Surabaya, Universitas Airlangga.
Universitas Sumatera Utara
SITUS INTERNET
Andri. 2004. Membangun Negoisasi Penjualan Pada Tahap Akhir .
htpp://www.andriewongso.com /artikel/entrepreneur_corner/4393/
membangun_Negoisasi_Penjualan_Pada_Tahap_Akhir (11 Desember
2011)
Raharjo, Budi, 2008. Membangun Kepercayaan Pelanggan.
Htpp://annagary.wordpress.com/2008/04/18/membangunkepercayaan-pelanggan/, (23 November 2012).
Vibiz ,2012. Membangun Kepercayaan Pelanggan.
Htpp://vibizmanagement.com/Journal/Index/Category/services_crm
/237/30 (23 November 2012
Universitas Sumatera Utara