S MPP 1106281 Bibliography
DAFTAR PUSTAKA
Kotler, P. Armstrong, G. (2012). Principle of Marketing 14th Edition. New Jersey :
Prentice Hall.
Kotler, P. & Keller,K. (2012). Marketing Management 14th Edition. New Jarsey:
Prentice Hall.
Lovelock,C. & Wirtz, J. (2011). Service Marketing : Global Edition, 7/E.
Australia: Pearson.
Lovelock, C & Wirtz, J (2011). Pemasaran Jasa-Perspektif Indonesia Jilid 2, Edisi
Ketujuh. Jakarta: Erlangga
Zeithaml. Valarie, Bitner & Gremler. (2009). Services Marketing - Integrating
Customer Focus Across the Firm. New York: McGraw Hill.
Zeithaml,V., Bitner, M & Gremler, D (2013). Service Marketing Integrating
Customer Focus Across The Firm : 6th Edition.Singapore: Megraw Hill.
Tjiptono Fandy, & Chandra, G. (2006). Manajemen Pelayanan Jasa. Yogyakarta
Yogyakarta: ANDI
Tjiptono Fandy.(2011). Pemasaran Jasa. Jawa Timur: Bayumedia Publishing
Tjiptono & Chandra, G. ( 2011). Service, Quality, & Satisfaction. Edisi Ketiga.
Yogyakarta: ANDI
Tjiptono & Chandra, G. ( 2012). Pemasaran Strategik. Edisi Kedua. Yogyakarta
Yogyakarta: ANDI
Ririn Tri Ratnasari dan Mastuti H. Aksa. (2011). Manajemen Pemasaran Jasa.
Bogor: Ghalia Indonesia
Balaji, B. (2002) Service Marketing and Management. New Delhi: S.Chand &
Company
Sanusi, Anwar. (2012). Metodologi Penelitian Bisnis. Jakarta : Salemba Empat.
Arikunto, Suharsimi. (2010). Prosedur Penelitian Suatu Pendekatan Praktik.
Jakarta: Rineka Cipta
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes
Guarantee” Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Arikunto, Suharsimi.( 2013). Prosedur Penelitian Suatu Pendekatan Praktik.
Rineka Cipta, Jakarta.
Sedarmayanti & Hidayat, Syarifudin.(2011). Metode Penelitian. Mandar Maju :
Bandung
Silalahi, Ulber. 2009. Metode Penelitian Sosial. Bandung; PT. Refika Aditama
Cooper, D. R., & Schindler, P. S. (2011). Business Research Methods. Singapore:
The McGraw-Hill Companies, Inc.
Morison. (2010). Hospitality and Travel Marketing: 13th edition, Delmar:
Thomson Learning
Ali Hasan. (2013). Marketing
Academic
dan
kasus-kasus
pilihan.
Jakarta: Center
Publishing Service.
Liden, Sara Bjorlin dan Bo Edvarson. (2003).Customer expectations on service
Guarantees. Managing Service Quality Journal. Volume13 –pp. 338-348
McCollough, Michael A. dan Dwayne D. Gremler. (2004). A conceptual Model
and Empirical Examination of the effect of Service Guarantees on PostPurchase Consumption Evaluation. Managing Service Quality Journal.
Vol. 14-pp,58-74
Mayyer. Jeffrey dan Dwayne D.G, Jens Hogreve. (2014). Do Service Guarantees
Guarantee Greater Market Value?. Journal of Service Reserch.vol. 17 (2)
Pp.150-163. Sagepub.
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes
Guarantee” Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Kotler, P. Armstrong, G. (2012). Principle of Marketing 14th Edition. New Jersey :
Prentice Hall.
Kotler, P. & Keller,K. (2012). Marketing Management 14th Edition. New Jarsey:
Prentice Hall.
Lovelock,C. & Wirtz, J. (2011). Service Marketing : Global Edition, 7/E.
Australia: Pearson.
Lovelock, C & Wirtz, J (2011). Pemasaran Jasa-Perspektif Indonesia Jilid 2, Edisi
Ketujuh. Jakarta: Erlangga
Zeithaml. Valarie, Bitner & Gremler. (2009). Services Marketing - Integrating
Customer Focus Across the Firm. New York: McGraw Hill.
Zeithaml,V., Bitner, M & Gremler, D (2013). Service Marketing Integrating
Customer Focus Across The Firm : 6th Edition.Singapore: Megraw Hill.
Tjiptono Fandy, & Chandra, G. (2006). Manajemen Pelayanan Jasa. Yogyakarta
Yogyakarta: ANDI
Tjiptono Fandy.(2011). Pemasaran Jasa. Jawa Timur: Bayumedia Publishing
Tjiptono & Chandra, G. ( 2011). Service, Quality, & Satisfaction. Edisi Ketiga.
Yogyakarta: ANDI
Tjiptono & Chandra, G. ( 2012). Pemasaran Strategik. Edisi Kedua. Yogyakarta
Yogyakarta: ANDI
Ririn Tri Ratnasari dan Mastuti H. Aksa. (2011). Manajemen Pemasaran Jasa.
Bogor: Ghalia Indonesia
Balaji, B. (2002) Service Marketing and Management. New Delhi: S.Chand &
Company
Sanusi, Anwar. (2012). Metodologi Penelitian Bisnis. Jakarta : Salemba Empat.
Arikunto, Suharsimi. (2010). Prosedur Penelitian Suatu Pendekatan Praktik.
Jakarta: Rineka Cipta
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes
Guarantee” Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Arikunto, Suharsimi.( 2013). Prosedur Penelitian Suatu Pendekatan Praktik.
Rineka Cipta, Jakarta.
Sedarmayanti & Hidayat, Syarifudin.(2011). Metode Penelitian. Mandar Maju :
Bandung
Silalahi, Ulber. 2009. Metode Penelitian Sosial. Bandung; PT. Refika Aditama
Cooper, D. R., & Schindler, P. S. (2011). Business Research Methods. Singapore:
The McGraw-Hill Companies, Inc.
Morison. (2010). Hospitality and Travel Marketing: 13th edition, Delmar:
Thomson Learning
Ali Hasan. (2013). Marketing
Academic
dan
kasus-kasus
pilihan.
Jakarta: Center
Publishing Service.
Liden, Sara Bjorlin dan Bo Edvarson. (2003).Customer expectations on service
Guarantees. Managing Service Quality Journal. Volume13 –pp. 338-348
McCollough, Michael A. dan Dwayne D. Gremler. (2004). A conceptual Model
and Empirical Examination of the effect of Service Guarantees on PostPurchase Consumption Evaluation. Managing Service Quality Journal.
Vol. 14-pp,58-74
Mayyer. Jeffrey dan Dwayne D.G, Jens Hogreve. (2014). Do Service Guarantees
Guarantee Greater Market Value?. Journal of Service Reserch.vol. 17 (2)
Pp.150-163. Sagepub.
Fitri Ismawati, 2016
Upaya Meningkatkan Kepuasan Melalui Service Guarantee Dalam Program “15 Minutes
Guarantee” Di Hotel Ibis Bandung Trans Studio
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu