S MBS 1103554 Bibliography
134
DAFTAR PUSTAKA
Akbar, Sher. Som, Ahmad Puat Mat. Wadood, Fazli. Naser Jamil Alzaidiyeen.
2010. Revitalization of Service Quality to Gain Customer Satisfaction and
Loyalty. International Journal and Business Management. 5(6): h: 113-122
Al-Rasyid, Harun. 1994. Teknik Penarikan Sampel dan Penyusunan Skala.
Bandung: Universitas Padjadjaran
Algesheimer, R., Dholakia, U. M., & Herrmann, A. 2005. The social influence of
brand community: Evidence from european car clubs. Journal of Marketing,
69(3), 19-34.
Alok Kumar Rai, dan Srivastava Medha. 2013. The Antecedents of Customer
Loyalty: An Empirical Investigation in Life Insurance Context. Journal of
Competitiveness. Vol. 5, Issue 2, pp. 139-163, June 2013. ISSN 1804171X (Print), ISSN 1804-1728 (On-line), DOI: 10.7441/joc.2013.02.10.
Andreassen TW, Lindestad B, 1998. Customer loyalty and complex service: The
impact of corporate image on quality, cutomer satifaction and loyalti for
customers with varying degrees of service expertises. Int.J.Serv.Ind.Manage.,
9(1):7-23.
Arikunto, Suharsimi. 2009. Prosedur Penelitian Suatu Pendekatan Praktis.
Yogyakarta: Bina Aksara.
Ayu, Yohana Silvi Putrid dan Budhi Haryanto. 2009. Pengaruh Perceived
Qualitiy, Perceived Value, Brand Preference, Consumer Satisfaction, Dan
Consumer Loyalty pada Repurchase Intention. Jurnal Bisnis & Manajemen.
9(1): h: 75-90
Bergström, Seija, Leppänen, Arja 2003. Yrityksen asiakasmarkkinointi. 8. uud. p.
Helsinki, Edita.
Bernson, Mark L. Et al. 2012. Basic Business Statistics: Concept and Aplication
12th Edition. Pearson Prentice Hall.
Buttle, Francis. 2004. Customer Relationship Management: Concept and Tools.
First Published. Oxford: Elsevier Butterworth-Heinemann.
Coelho, Pedro. S. dan Henseler, Jörg. (2012). Creating customer loyalty through
service customization, 46(3), 331-356. Retrieved from ProQuest Education
Jurnal Database.
Creswell, John W. 2012. Research Design Pendekatan Kualitatif, Kuantitatif, dan
Mixed.Yogyakarta : Pustaka Pelajar
Utari Sari Dewi, 2015
PENGARUH BRAND COMMUNITY TERHAD AP CUSTOMER SATISFACTION SERTA D AMPAKNYA
PAD A CUSTOMER LOYALTY (Survei pada komunitas United Bike di Kota Bandung)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
135
Davidson, McNeil & Ferguson. 2007. Magazines communities: brand community
formation in magazine consumption. Journal of Sociology and Social Policy.
Dewey, John. 1989. Community. New York: Hans, Inc.
Devasagayam, P. Raj. Et al. 2010. Building brand community membership within
organizations: a viable internal branding alternative. Journal of Product &
Brand Management 19/3 (2010) 210–217
Eggert, A., dan Ulaga,W. 2002. Customer Perceived Value: Asubstitute for
Satisfaction in Business Markets. Journal of Business & Industrial
Marketing, 17(2–3), 107–118.
F.T.
Rothaermel, S. Sugiyama. 2001. Virtual internet communities and
commercial success: individual and community-level theory grounded in the
atypical case of TimeZone.com. USA. Journal of Management 27 (2001)
297–312.
Fandy, Tjiptono. 2012. Pemasaran Stratejik. Yogyakarta: Andi
Felix, Reto (2012), “Brand Communities for Mainstream Brands: The Example of
the Yamaha R1 Brand Community,” Journal of Consumer Marketing, 29 (3),
225-232.
Fischer, Brown R.J. 1976. Explaining intergroup differentiation in a community.
Journal of occupational of psychology.
Fitzgibbon, C. and White, L. (2005), “The Role of Attitudinal Loyalty in The
Development of Customer Relationship Management Strategy Within
Service Firms,” Journal of Financial Service Marketing, Vol. 9, No. 3, pp.
214-230.
Fornell, Claes, 1992, A National Customer Satisfaction Barometer: The Swedish
Experience, Journal of Marketing, Vol 56
Fournier, S. and Lee, L. 2009. “Getting brand communities right”, Harvard
Business Review, Vol. 87 No. 4, pp. 105-11.
Griffin, Jill. 2005. Customer Loyalty: Menumbuhkan & mempertahankan
kesetiaan pelanggan. Erlangga.
Griffin, J. 2011. Customer Loyalty. Menumbuhkan dan Mempertahankan
Kesetiaan Pelanggan (Edisi Revisi). Jakarta: Erlangga.
Utari Sari Dewi, 2015
PENGARUH BRAND COMMUNITY TERHAD AP CUSTOMER SATISFACTION SERTA D AMPAKNYA
PAD A CUSTOMER LOYALTY (Survei pada komunitas United Bike di Kota Bandung)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
136
Gundersen, M. G., M. Heide and U. H. Olsson. 1996. Hotel Satisfaction among
Business Travellers. Cornell H. R. A
Gusfel S.B. 1975. The Psycological sense of community: perspective for
community psycology. San francisco: journal of psychology
Handi Candra. 2008. Marketing Untuk Orang Awam. Jakarta: Maxikom.
Hanif. 2010. Factors Affecting Customer Satisfaction. International Research
Journal Finance and Economi
Hasan, Iqbal. 2009. Analisis Data Penelitian dengan Statistik. Jakarta: Bumi
Aksara.
Hellier, Philip K, Geursen Gus M, Carr Rodney A, and Rickard John A,
2003.Customer Repurchase Intention : A General Structural Equation Model,
Journal Of Marketing, Vol.37, pp:1762-1800
Herek, D., and Glunt, R. (1995). Communality as A Dimension of Service.
Relationship. Journal of Consumer Psychology.
I Gede Nandya Oktora Panasea, Et al. 2013. Peran Kepuasan Pelanggan dalam
Memediasi Komunitas Merek terhadap Loyalitas Pengguna Harley Davidson
di Kota Denpasar. Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan
Vol. 7,No. 2, Agustus 2013 p. 86-95.
Irawan. 2009. Sepuluh Prinsip Kepuasan Pelanggan. Jakarta: Elex Media
Komputindo Kelompok Gramedia
Jackson, Sherri L. 2012. Research Method: A Modular Approach 2nd Edition.
Wadswort/Cengange Learning
Jean Donio, Et al. 2006. Customer satisfaction and loyalty in a digital
environment: an empirical test. Journal of Consumer Marketing 23/7 (2006)
445–457
Jennie Siat, 1997 “Mass Marketing and Customer Centered : Sebuah dikotomi
untuk mencapai Customer Loyalty”, Usahawan, No.03 tahun XXVI. Hal 1113.
Jones, T. dan Taylor, S. F. 2007. The Conceptual domain of service loyalty: How
Many Dimensions?. Journal of Service Marketing, 21 (1) 36-51.
Karan Chaudry & Venkat R. Krishnan. 2007. Impact of Corporate Social
Responsibility and Transformational Leadership on Brand Community: An
Experimental Study. Global Business Review;8;205. February 20, 2009.
Utari Sari Dewi, 2015
PENGARUH BRAND COMMUNITY TERHAD AP CUSTOMER SATISFACTION SERTA D AMPAKNYA
PAD A CUSTOMER LOYALTY (Survei pada komunitas United Bike di Kota Bandung)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
137
Kartajaya, Hermawan. 2009. New Wave Marketing. Jakarta: Gramedia Pustaka
Utama
Kotler, Philip. 2000. Marketing Management: The Millenium Edition. Upper
Saddle River. New Jersey: Prentice Hall International, Inc.
Kotler, Philip. 2005. Manajemen Pemasaran. Jilid II. Edisi Kesebelas. Alih
Bahasa Benyamin Molan. Jakarta. : Indeks
Kotler, Phillip., & Amstrong, G. 2012. Principles of Marketing 14th. USA:
Pearson Education.
Kotler, Philip and Kevin Lane Keller. 2012. Marketing Management 14th Edition.
New Jersey: Person Prentice Hall.
Kotler, Philip and Kevin Lane Keller. 2009. Marketing Management. Person
Inernational Edition, New Jersey: Prentice Hall.
Kotler dan Keller. 2013. Marketing Management 14th Edition. Pearson Prentice
Hall
Liao, C., Palvia, P., dan Chen, J.-L. 2009. Information Technology Adoption
Behavior Life Cycle: Toward a Technology Continuance Theory (TCT).
International Journal of Information Management, 29(4), 309–320
Lovelock, Christoper and Wirtz Jochen. 2011. Service Marketing: People,
Technology, Strategy. 7th Edition. New Jersey: Pearson.
Lupiyoadi, Rambat. 2001. Pemasaran Jasa. Jakarta: Penerbit Salemba Empat.
Lucas, Robert W. 2009. Customer Service, Skill for Succes 4th Edition. New
York: McGraw Hill.
Maholtra, Narkesh K. 2009. Riset Pemasaran, Penerapan Terapan. Jakarta:
Gramedia Pustaka Utama.
Marcel Gommans, (2001). From Brand Loyalty to E-Loyalty: a Conceptual
Framework. : Journal of Economic and Social Research
Mardalis, Ahmad. 2005. Meraih Loyalitas
Manajemen dan Bisnis. 9(2): h: 111-119
Pelanggan.
BENEFIT
Jurnal
Utari Sari Dewi, 2015
PENGARUH BRAND COMMUNITY TERHAD AP CUSTOMER SATISFACTION SERTA D AMPAKNYA
PAD A CUSTOMER LOYALTY (Survei pada komunitas United Bike di Kota Bandung)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
138
Marzocchi, Gianluca., Morandin, Gabrielle and Bergami, Massimo. (2013). Brand
Communities: Loyal to the Community or the Brand? European Journal of
Marketing. Volume 47 pp. 93-114.
McAlexander, J.H., Schouter, J.W. and Koenig, H.F. (2002). Building brand
community. Journal of Marketing. Vol. 66, No. 1, pp. 38-54.
___________, Et al 2006. Building Relationships of Brand Community in Higher
Education: A Strategic Framework for University Advancement. Nternational
Journal Of Educational Advancement. Vol.6 No.2 107–118 © 2006 Palgrave
Macmillan Ltd.
___________. 2010. Psychology & Marketing Volume 27, Issue 4, pages 347–
368.
Muffatto, Moreno and Roberto Panizzolo. 1995. A process-based view for
customer satisfaction. International Journal of Quality & Reliability
Management, Vol. 12 No. 9, 1995, pp. 154-169.
Mujiharjo, Bagyo (2006), Analisis Faktor – faktor yang Mempengaruhi Kepuasan
Pelanggan dan Pengaruhnya terhadap Loyalitas Pelanggan (Studi pada
Rumah sakit BRI Demak), Jurnal Sains Pemasaran Indonesia, Volume V, No
2.
Muniz, & Thomas C.O. Guinn. (2001). Brand community. Journal of Consumer
Research. Vol. 27, No. 4, pp. 412-32.
Musanto, Trisno. 2004. Faktor-Faktor Kepuasan Pelanggan dan Loyalitas
Pelanggan: Studi Kasus pada CV. Media Advertising Surabaya. Jurnal
Manajemen&Kewirausahaan. 6(2): h: 123-136
Oliver, Richard L. 1999. Whence Consumer Loyalty.Journal of Marketing. 63: h:
33-44
Oliver, Richard L. 2008. Satisfaction A Behavioral Perspective on The Customer.
New York: Mc Graw-Hill. Companies Inc.
Osman Khan (2012) “Towards understanding customer loyalty: An empirical
study on emotional attachment. International Journal of Innovations in
Business. Vol. 1. No 3 pp 241-267.
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(2010) "Building brand community membership within organizations: a
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PENGARUH BRAND COMMUNITY TERHAD AP CUSTOMER SATISFACTION SERTA D AMPAKNYA
PAD A CUSTOMER LOYALTY (Survei pada komunitas United Bike di Kota Bandung)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
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Utari Sari Dewi, 2015
PENGARUH BRAND COMMUNITY TERHAD AP CUSTOMER SATISFACTION SERTA D AMPAKNYA
PAD A CUSTOMER LOYALTY (Survei pada komunitas United Bike di Kota Bandung)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR PUSTAKA
Akbar, Sher. Som, Ahmad Puat Mat. Wadood, Fazli. Naser Jamil Alzaidiyeen.
2010. Revitalization of Service Quality to Gain Customer Satisfaction and
Loyalty. International Journal and Business Management. 5(6): h: 113-122
Al-Rasyid, Harun. 1994. Teknik Penarikan Sampel dan Penyusunan Skala.
Bandung: Universitas Padjadjaran
Algesheimer, R., Dholakia, U. M., & Herrmann, A. 2005. The social influence of
brand community: Evidence from european car clubs. Journal of Marketing,
69(3), 19-34.
Alok Kumar Rai, dan Srivastava Medha. 2013. The Antecedents of Customer
Loyalty: An Empirical Investigation in Life Insurance Context. Journal of
Competitiveness. Vol. 5, Issue 2, pp. 139-163, June 2013. ISSN 1804171X (Print), ISSN 1804-1728 (On-line), DOI: 10.7441/joc.2013.02.10.
Andreassen TW, Lindestad B, 1998. Customer loyalty and complex service: The
impact of corporate image on quality, cutomer satifaction and loyalti for
customers with varying degrees of service expertises. Int.J.Serv.Ind.Manage.,
9(1):7-23.
Arikunto, Suharsimi. 2009. Prosedur Penelitian Suatu Pendekatan Praktis.
Yogyakarta: Bina Aksara.
Ayu, Yohana Silvi Putrid dan Budhi Haryanto. 2009. Pengaruh Perceived
Qualitiy, Perceived Value, Brand Preference, Consumer Satisfaction, Dan
Consumer Loyalty pada Repurchase Intention. Jurnal Bisnis & Manajemen.
9(1): h: 75-90
Bergström, Seija, Leppänen, Arja 2003. Yrityksen asiakasmarkkinointi. 8. uud. p.
Helsinki, Edita.
Bernson, Mark L. Et al. 2012. Basic Business Statistics: Concept and Aplication
12th Edition. Pearson Prentice Hall.
Buttle, Francis. 2004. Customer Relationship Management: Concept and Tools.
First Published. Oxford: Elsevier Butterworth-Heinemann.
Coelho, Pedro. S. dan Henseler, Jörg. (2012). Creating customer loyalty through
service customization, 46(3), 331-356. Retrieved from ProQuest Education
Jurnal Database.
Creswell, John W. 2012. Research Design Pendekatan Kualitatif, Kuantitatif, dan
Mixed.Yogyakarta : Pustaka Pelajar
Utari Sari Dewi, 2015
PENGARUH BRAND COMMUNITY TERHAD AP CUSTOMER SATISFACTION SERTA D AMPAKNYA
PAD A CUSTOMER LOYALTY (Survei pada komunitas United Bike di Kota Bandung)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
135
Davidson, McNeil & Ferguson. 2007. Magazines communities: brand community
formation in magazine consumption. Journal of Sociology and Social Policy.
Dewey, John. 1989. Community. New York: Hans, Inc.
Devasagayam, P. Raj. Et al. 2010. Building brand community membership within
organizations: a viable internal branding alternative. Journal of Product &
Brand Management 19/3 (2010) 210–217
Eggert, A., dan Ulaga,W. 2002. Customer Perceived Value: Asubstitute for
Satisfaction in Business Markets. Journal of Business & Industrial
Marketing, 17(2–3), 107–118.
F.T.
Rothaermel, S. Sugiyama. 2001. Virtual internet communities and
commercial success: individual and community-level theory grounded in the
atypical case of TimeZone.com. USA. Journal of Management 27 (2001)
297–312.
Fandy, Tjiptono. 2012. Pemasaran Stratejik. Yogyakarta: Andi
Felix, Reto (2012), “Brand Communities for Mainstream Brands: The Example of
the Yamaha R1 Brand Community,” Journal of Consumer Marketing, 29 (3),
225-232.
Fischer, Brown R.J. 1976. Explaining intergroup differentiation in a community.
Journal of occupational of psychology.
Fitzgibbon, C. and White, L. (2005), “The Role of Attitudinal Loyalty in The
Development of Customer Relationship Management Strategy Within
Service Firms,” Journal of Financial Service Marketing, Vol. 9, No. 3, pp.
214-230.
Fornell, Claes, 1992, A National Customer Satisfaction Barometer: The Swedish
Experience, Journal of Marketing, Vol 56
Fournier, S. and Lee, L. 2009. “Getting brand communities right”, Harvard
Business Review, Vol. 87 No. 4, pp. 105-11.
Griffin, Jill. 2005. Customer Loyalty: Menumbuhkan & mempertahankan
kesetiaan pelanggan. Erlangga.
Griffin, J. 2011. Customer Loyalty. Menumbuhkan dan Mempertahankan
Kesetiaan Pelanggan (Edisi Revisi). Jakarta: Erlangga.
Utari Sari Dewi, 2015
PENGARUH BRAND COMMUNITY TERHAD AP CUSTOMER SATISFACTION SERTA D AMPAKNYA
PAD A CUSTOMER LOYALTY (Survei pada komunitas United Bike di Kota Bandung)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
136
Gundersen, M. G., M. Heide and U. H. Olsson. 1996. Hotel Satisfaction among
Business Travellers. Cornell H. R. A
Gusfel S.B. 1975. The Psycological sense of community: perspective for
community psycology. San francisco: journal of psychology
Handi Candra. 2008. Marketing Untuk Orang Awam. Jakarta: Maxikom.
Hanif. 2010. Factors Affecting Customer Satisfaction. International Research
Journal Finance and Economi
Hasan, Iqbal. 2009. Analisis Data Penelitian dengan Statistik. Jakarta: Bumi
Aksara.
Hellier, Philip K, Geursen Gus M, Carr Rodney A, and Rickard John A,
2003.Customer Repurchase Intention : A General Structural Equation Model,
Journal Of Marketing, Vol.37, pp:1762-1800
Herek, D., and Glunt, R. (1995). Communality as A Dimension of Service.
Relationship. Journal of Consumer Psychology.
I Gede Nandya Oktora Panasea, Et al. 2013. Peran Kepuasan Pelanggan dalam
Memediasi Komunitas Merek terhadap Loyalitas Pengguna Harley Davidson
di Kota Denpasar. Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan
Vol. 7,No. 2, Agustus 2013 p. 86-95.
Irawan. 2009. Sepuluh Prinsip Kepuasan Pelanggan. Jakarta: Elex Media
Komputindo Kelompok Gramedia
Jackson, Sherri L. 2012. Research Method: A Modular Approach 2nd Edition.
Wadswort/Cengange Learning
Jean Donio, Et al. 2006. Customer satisfaction and loyalty in a digital
environment: an empirical test. Journal of Consumer Marketing 23/7 (2006)
445–457
Jennie Siat, 1997 “Mass Marketing and Customer Centered : Sebuah dikotomi
untuk mencapai Customer Loyalty”, Usahawan, No.03 tahun XXVI. Hal 1113.
Jones, T. dan Taylor, S. F. 2007. The Conceptual domain of service loyalty: How
Many Dimensions?. Journal of Service Marketing, 21 (1) 36-51.
Karan Chaudry & Venkat R. Krishnan. 2007. Impact of Corporate Social
Responsibility and Transformational Leadership on Brand Community: An
Experimental Study. Global Business Review;8;205. February 20, 2009.
Utari Sari Dewi, 2015
PENGARUH BRAND COMMUNITY TERHAD AP CUSTOMER SATISFACTION SERTA D AMPAKNYA
PAD A CUSTOMER LOYALTY (Survei pada komunitas United Bike di Kota Bandung)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
137
Kartajaya, Hermawan. 2009. New Wave Marketing. Jakarta: Gramedia Pustaka
Utama
Kotler, Philip. 2000. Marketing Management: The Millenium Edition. Upper
Saddle River. New Jersey: Prentice Hall International, Inc.
Kotler, Philip. 2005. Manajemen Pemasaran. Jilid II. Edisi Kesebelas. Alih
Bahasa Benyamin Molan. Jakarta. : Indeks
Kotler, Phillip., & Amstrong, G. 2012. Principles of Marketing 14th. USA:
Pearson Education.
Kotler, Philip and Kevin Lane Keller. 2012. Marketing Management 14th Edition.
New Jersey: Person Prentice Hall.
Kotler, Philip and Kevin Lane Keller. 2009. Marketing Management. Person
Inernational Edition, New Jersey: Prentice Hall.
Kotler dan Keller. 2013. Marketing Management 14th Edition. Pearson Prentice
Hall
Liao, C., Palvia, P., dan Chen, J.-L. 2009. Information Technology Adoption
Behavior Life Cycle: Toward a Technology Continuance Theory (TCT).
International Journal of Information Management, 29(4), 309–320
Lovelock, Christoper and Wirtz Jochen. 2011. Service Marketing: People,
Technology, Strategy. 7th Edition. New Jersey: Pearson.
Lupiyoadi, Rambat. 2001. Pemasaran Jasa. Jakarta: Penerbit Salemba Empat.
Lucas, Robert W. 2009. Customer Service, Skill for Succes 4th Edition. New
York: McGraw Hill.
Maholtra, Narkesh K. 2009. Riset Pemasaran, Penerapan Terapan. Jakarta:
Gramedia Pustaka Utama.
Marcel Gommans, (2001). From Brand Loyalty to E-Loyalty: a Conceptual
Framework. : Journal of Economic and Social Research
Mardalis, Ahmad. 2005. Meraih Loyalitas
Manajemen dan Bisnis. 9(2): h: 111-119
Pelanggan.
BENEFIT
Jurnal
Utari Sari Dewi, 2015
PENGARUH BRAND COMMUNITY TERHAD AP CUSTOMER SATISFACTION SERTA D AMPAKNYA
PAD A CUSTOMER LOYALTY (Survei pada komunitas United Bike di Kota Bandung)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
138
Marzocchi, Gianluca., Morandin, Gabrielle and Bergami, Massimo. (2013). Brand
Communities: Loyal to the Community or the Brand? European Journal of
Marketing. Volume 47 pp. 93-114.
McAlexander, J.H., Schouter, J.W. and Koenig, H.F. (2002). Building brand
community. Journal of Marketing. Vol. 66, No. 1, pp. 38-54.
___________, Et al 2006. Building Relationships of Brand Community in Higher
Education: A Strategic Framework for University Advancement. Nternational
Journal Of Educational Advancement. Vol.6 No.2 107–118 © 2006 Palgrave
Macmillan Ltd.
___________. 2010. Psychology & Marketing Volume 27, Issue 4, pages 347–
368.
Muffatto, Moreno and Roberto Panizzolo. 1995. A process-based view for
customer satisfaction. International Journal of Quality & Reliability
Management, Vol. 12 No. 9, 1995, pp. 154-169.
Mujiharjo, Bagyo (2006), Analisis Faktor – faktor yang Mempengaruhi Kepuasan
Pelanggan dan Pengaruhnya terhadap Loyalitas Pelanggan (Studi pada
Rumah sakit BRI Demak), Jurnal Sains Pemasaran Indonesia, Volume V, No
2.
Muniz, & Thomas C.O. Guinn. (2001). Brand community. Journal of Consumer
Research. Vol. 27, No. 4, pp. 412-32.
Musanto, Trisno. 2004. Faktor-Faktor Kepuasan Pelanggan dan Loyalitas
Pelanggan: Studi Kasus pada CV. Media Advertising Surabaya. Jurnal
Manajemen&Kewirausahaan. 6(2): h: 123-136
Oliver, Richard L. 1999. Whence Consumer Loyalty.Journal of Marketing. 63: h:
33-44
Oliver, Richard L. 2008. Satisfaction A Behavioral Perspective on The Customer.
New York: Mc Graw-Hill. Companies Inc.
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