S MPP 1103666 Bibliography
DAFTAR PUSTAKA
Agus Sulastiyono. (2006). Manajemen Penyelenggaraan Hotel. Bandung:
Alfabeta.
Agus Sulastiyono. (2011). Manajemen Penyelenggaraan Hotel: Manajemen
Hotel. Bandung: Alfabeta.
Al-Rasyid, Harun. (1994). Statistik Sosial. Bandung: Program Pascasarjana
Universitas Padjajaran.
Ali Hasan. (2008). Marketing. Yogyakarta: Media Presindo.
Beatson, A., Lee, N. and Coote, L. (2007) Self-Service Technology and the
Service Encounter, The Service Industries Journal, 27(1), pp.75-89.
Bernard T., Widjaja. (2009). Lifestyle Marketing Service: Paradigma Baru
Pemasaran Bisnis Jasa & Lifestyle. Jakarta: Gramedia Pusaka Utama.
Breffni M. Noone., Sherly E. Kimes., & Jochen Wirtz. (Journal of Service
Management 2008), Perceived Service Encounter pace and Customer
Satisfaction (Study of restaurant experience). New York.
Bowie, David and Buttle, Francis. (2004). Hospitality Marketing: an Introduction.
Amsterdam: Elsevier.
Briggs, Susan M. (2001). Successful Tourism Marketing: A Practical Handbook
2nd Edition. Kogan Page, Ltd.
Chase, Richard. B., Aquiliano, Nicholas. J., & Jacobs, Robert. F. (2001).
Operations Management For Competitive Advantage, Illionis
Companies, New York.
Deborah Christine Widjaja, 2005. Managing Service Quality In Hospitality
Industry Through Managing The ‘Moment of Truth’: A Theoretical
Approach. http://.pulsi.petra.ac.id/journals/perhotelan.
Farida, Jasfar. (2009). Manajemen Jasa Pendekatan Terpadu. Bogor: Ghalia.
Fornell, C. (2010). A National Customer Satisfaction Varometer. The Swedish
Experience. Journal of Marketing. 56, (1), pp 6-21
Glushko, Robert J. (glushko@ischool.berkeley.edu) University of California,
Berkeley (2009). Handbook of Service Science. New York: Springer
Haksever C., B. render, R. Russel and R.Murdick (2000). Service Management
and Operations, Printce Hall.
Hurriyati, Ratih. (2010). Bauran Pemasaran dan Loyalitas Konsumen. Cetakan
Ketiga. Bandung: Alfabeta.
Soni Herdiana, 2015
PENGARUH SERVICE ENCOUNTER TERHADAP KEPUASAN TAMU DI HARRIS RESORT
WATERFRONT BATAM: Survey Pada Tamu Individu Mancanegara yang Menginap di HARRIS
Resort Waterfront Batam
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Husein Umar. (2009). Metode Riset. Jakarta: PT. Gramedia Pustaka Utama.
Hoffman, K. Doglas., dan Bateson, John E.G. (2011). Service Marketing:
Concept, Strategies & Cases. South-Western College.
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.
Jayawardhena, Chanaka, Souchon Anne L, Farrell Andrew M, dan Glanville Kate.
(2007). Outcomes of Service Encounter Quality in a Business to Busines
Context. Journal of Industrial Marketing Management: Vol. 36.
Jayawardhena, Chanaka, (2010). The Impact of Service Quality in Service
Evaluation: Evidence From a Business to Business Context. Journal of
Business & Industrial Marketing. Vol. 25.
Juan-Yuan Lul, Chih-Yun Yang and Cheng-Jui Tseng. 2009. Push-Pull
Interactive Model of Service Innovation Cycle: Under the Service
Encounter framework. African Journal of Business Management Vol. 3
(9), pp.433-442.
Kotler, Philip., Bowen, J., & Makens, J. (2010). Marketing for Hospitality and
Tourism, third edition. Uper Saddle River, NJ: Prentince Hall.
Kotler, Philip., & Amstrong, G. (2012). Principle of Marketing 14th Edition. New
Jersey: Prentince Hall.
Kotler, Philip., & Keller, K. L. (2012). Marketing Management 14th Edition. New
Jersey: Prentince Hall.
Lovelock, Christopher & Jochen Writz. (2011). Service Marketing People,
Technology, Strategy 7th Edition. New Jersey USA: Pearson.
Maholtra, K. Naresh. (2009). Riset Pemasaran Pendekatan Terapan. Jilid I.
Jakarta: PT. Indeks.
Malayu S.P Hasibuan. (2010). Organisasi dan Motivasi. Jakarta : Bumi Aksara.
McLeod. (2005). Adding Beauty to Your Business, December edition . Business
Magazine.
Morrison, Alastair M. (2010). Hospitality and Travel Marketing 4th Edition. USA:
Publishing as Delmar.
Nyoman S, Pendit. (2003). ILMU PARIWISATA (Sebuah Pengantar Perdana).
Jakarta: PT. Pradnya Paramita.
Oka, A. Yoeti. (2008). Perencanaan dan Pengembangan Pariwisata . Jakarta: PT.
Pradnya Paramit.
Soni Herdiana, 2015
PENGARUH SERVICE ENCOUNTER TERHADAP KEPUASAN TAMU DI HARRIS RESORT
WATERFRONT BATAM: Survey Pada Tamu Individu Mancanegara yang Menginap di HARRIS
Resort Waterfront Batam
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Peter, J., Paul., & Olson, Jerry, C. (2010). Consumer Behavior and Marketing
Strategy 9th Edition. New York, USA: Mc Graw Hill.
Rangkuti, Freddy. (2006). Measuring Customer Satisfaction Teknik mengukur dan
strategi meningkatkan kepuasan Pelanggan plus Analisis Kasus PLN-JP .
Jakarta: Gramedia Pustaka Utama.
Rio Budi Prasadja Tan, Dipl. Tour M.A. (2009). Psikologi Pelayanan Jasa Hotel,
Resto, dan Kafe. Jakarta: Erlangga.
Salah, Wahab. (2006). Manajemen Kepariwisataan. Jakarta: PT. Pradnya
Paramita.
Salomoson, N., & Lind, M. (2012). Using Pragmatic Concepts for Exploring
Interactivity in Service Encounters: Systems, Signs & Actions An
International
Journal
on
Information
Technology,
Action,
Communication and Workpractices Vol. 6 (2012), http://www.sysiac.org/
Sanusi, Anwar. (2012). Metodologi Penelitian Bisnis. Jakarta: Salemba Empat.
Schiffman, L.G., & Kanuk, Lesley, L. (2007). Consumer Behavior. New Jersey:
Perason Prentince Hall.
Schijns, J.M.C. (2003), “Loyalty and Satisfaction in Physical and Remote Service
Encounters”, proceedings of the DMEF Educator's Conference, October
12, 2003, Orlando, Fl. USA. Available at: http://www.thedma.org/dmef/proceedings/2003/10_Schijns_ext_abs.pdf
Sekaran, Uma., & Roger, Bougie. (2013). Research Methods for Business : a Skill
Building Approach, Sixth Edition. Wiley.
Sekaran, Uma. (2008). Research Methods For Business(Metodologi Penelitian
untuk Bisnis). Jakarta: Salemba Empat.
Shanka, M.S. (2012). Bank Service Quality, Customer Satisfaction and Loyalty in
Ethiopian Banking Sector. Journal of Business Administration and
Management Sciences Research. 1,(1),1-9.
Shimada, Satoshi. et al. (2011). Customer Satisfaction on Estimate of Queue
Waiting Time in Service Delivery.
Singh, Harkiranpal. (2006). The Importance of Customer Satisfaction in Relation
to Customer Loyalty and Retention. Ucti Working Paper . 6, (6), 1-7.
Sudjana. (2002). Metode Statistika. Bandung: Tarsito.
Sugiyono. (2009). Statistika Untuk Penelitian. Bandung: Alfabeta.
Sugiyono. (2012). Memahami Penelitian Kualitatif. Bandung: Alfabeta.
Sundaram, D., & Webster, C. (2000). “The role of nonverbal communication in
service encounters”, Journal of Service Marketing, 378-391.
Soni Herdiana, 2015
PENGARUH SERVICE ENCOUNTER TERHADAP KEPUASAN TAMU DI HARRIS RESORT
WATERFRONT BATAM: Survey Pada Tamu Individu Mancanegara yang Menginap di HARRIS
Resort Waterfront Batam
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Svensson, Goran. (2006). Sequential Service Quality in Service Encounter Chains
case studies in the Swedish automotive and retail industries. Journal of
Service Marketing.
Tabachnick, & Fidel. (2013). Using Multivariate Statistics, Sixth Edition. Boston:
Pearson Education, Inc.
Tjiptono, Fandy. (2011). Pemasaran Jasa. Jawa Timur: Bayumedia Publishing.
Tjiptono, Fandy., & Gregorius, Chandra. (2011). Service, Quality, & Satisfaction.
Edisi Ketiga. Yogyakarta: ANDI.
Triton. (2005). SPSS 13.0 Terapan, Riset Statistik Parametrik. Yogyakarta:
ANDI.
Ulber Silalahi. (2009). Metode Penelitian Sosial. Bandung: PT. Refika Aditama.
Ulber Silalahi. (2012). Metode Penelitian Sosial. Jakarta: PT. Refika Aditama
Undang-Undang RI No. 10 Tahun 2009 tentang Kepariwisataan.
Van Der Wagen, Lynn. (2004). Hospitality Management. Hospitality Press pty.
Limited.
Vanesssa Gaffar. (2007). CRM dan MPR Hotel (Customer Relationship
Management and Marketing Public Relations). Bandung: Alfabeta.
Wahid Sulaiman. (2004). Analisis Regresi Menggunakan SPSS: Contoh Kasus
dan Pemecahannya. Yogyakarta: ANDI.
Walker, Orville. C., & Mullins, John. W. (2010). Marketing Strategy A Decision
Focused Approach 7th Edition. International Edition. McGraw Hill.
Yun, H.L. (2011). The Impact of Service Encounters on Behavioral Intention to
Online Hotel Reservation. Journal of American Academy of Business.
Vol . 16.
Zeithaml V.A, M.J Bitner and D.D. Gremler, (2013). Service Marketing:
Integrating Customer Focus Across the Firm, 6 th Edition. New York:
McGraw-Hill Companies, Inc.
Zulganef. (2008). Metode Penelitian Sosial Bisnis. Yogyakarta: Graha Ilmu.
Soni Herdiana, 2015
PENGARUH SERVICE ENCOUNTER TERHADAP KEPUASAN TAMU DI HARRIS RESORT
WATERFRONT BATAM: Survey Pada Tamu Individu Mancanegara yang Menginap di HARRIS
Resort Waterfront Batam
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Agus Sulastiyono. (2006). Manajemen Penyelenggaraan Hotel. Bandung:
Alfabeta.
Agus Sulastiyono. (2011). Manajemen Penyelenggaraan Hotel: Manajemen
Hotel. Bandung: Alfabeta.
Al-Rasyid, Harun. (1994). Statistik Sosial. Bandung: Program Pascasarjana
Universitas Padjajaran.
Ali Hasan. (2008). Marketing. Yogyakarta: Media Presindo.
Beatson, A., Lee, N. and Coote, L. (2007) Self-Service Technology and the
Service Encounter, The Service Industries Journal, 27(1), pp.75-89.
Bernard T., Widjaja. (2009). Lifestyle Marketing Service: Paradigma Baru
Pemasaran Bisnis Jasa & Lifestyle. Jakarta: Gramedia Pusaka Utama.
Breffni M. Noone., Sherly E. Kimes., & Jochen Wirtz. (Journal of Service
Management 2008), Perceived Service Encounter pace and Customer
Satisfaction (Study of restaurant experience). New York.
Bowie, David and Buttle, Francis. (2004). Hospitality Marketing: an Introduction.
Amsterdam: Elsevier.
Briggs, Susan M. (2001). Successful Tourism Marketing: A Practical Handbook
2nd Edition. Kogan Page, Ltd.
Chase, Richard. B., Aquiliano, Nicholas. J., & Jacobs, Robert. F. (2001).
Operations Management For Competitive Advantage, Illionis
Companies, New York.
Deborah Christine Widjaja, 2005. Managing Service Quality In Hospitality
Industry Through Managing The ‘Moment of Truth’: A Theoretical
Approach. http://.pulsi.petra.ac.id/journals/perhotelan.
Farida, Jasfar. (2009). Manajemen Jasa Pendekatan Terpadu. Bogor: Ghalia.
Fornell, C. (2010). A National Customer Satisfaction Varometer. The Swedish
Experience. Journal of Marketing. 56, (1), pp 6-21
Glushko, Robert J. (glushko@ischool.berkeley.edu) University of California,
Berkeley (2009). Handbook of Service Science. New York: Springer
Haksever C., B. render, R. Russel and R.Murdick (2000). Service Management
and Operations, Printce Hall.
Hurriyati, Ratih. (2010). Bauran Pemasaran dan Loyalitas Konsumen. Cetakan
Ketiga. Bandung: Alfabeta.
Soni Herdiana, 2015
PENGARUH SERVICE ENCOUNTER TERHADAP KEPUASAN TAMU DI HARRIS RESORT
WATERFRONT BATAM: Survey Pada Tamu Individu Mancanegara yang Menginap di HARRIS
Resort Waterfront Batam
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Husein Umar. (2009). Metode Riset. Jakarta: PT. Gramedia Pustaka Utama.
Hoffman, K. Doglas., dan Bateson, John E.G. (2011). Service Marketing:
Concept, Strategies & Cases. South-Western College.
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.
Jayawardhena, Chanaka, Souchon Anne L, Farrell Andrew M, dan Glanville Kate.
(2007). Outcomes of Service Encounter Quality in a Business to Busines
Context. Journal of Industrial Marketing Management: Vol. 36.
Jayawardhena, Chanaka, (2010). The Impact of Service Quality in Service
Evaluation: Evidence From a Business to Business Context. Journal of
Business & Industrial Marketing. Vol. 25.
Juan-Yuan Lul, Chih-Yun Yang and Cheng-Jui Tseng. 2009. Push-Pull
Interactive Model of Service Innovation Cycle: Under the Service
Encounter framework. African Journal of Business Management Vol. 3
(9), pp.433-442.
Kotler, Philip., Bowen, J., & Makens, J. (2010). Marketing for Hospitality and
Tourism, third edition. Uper Saddle River, NJ: Prentince Hall.
Kotler, Philip., & Amstrong, G. (2012). Principle of Marketing 14th Edition. New
Jersey: Prentince Hall.
Kotler, Philip., & Keller, K. L. (2012). Marketing Management 14th Edition. New
Jersey: Prentince Hall.
Lovelock, Christopher & Jochen Writz. (2011). Service Marketing People,
Technology, Strategy 7th Edition. New Jersey USA: Pearson.
Maholtra, K. Naresh. (2009). Riset Pemasaran Pendekatan Terapan. Jilid I.
Jakarta: PT. Indeks.
Malayu S.P Hasibuan. (2010). Organisasi dan Motivasi. Jakarta : Bumi Aksara.
McLeod. (2005). Adding Beauty to Your Business, December edition . Business
Magazine.
Morrison, Alastair M. (2010). Hospitality and Travel Marketing 4th Edition. USA:
Publishing as Delmar.
Nyoman S, Pendit. (2003). ILMU PARIWISATA (Sebuah Pengantar Perdana).
Jakarta: PT. Pradnya Paramita.
Oka, A. Yoeti. (2008). Perencanaan dan Pengembangan Pariwisata . Jakarta: PT.
Pradnya Paramit.
Soni Herdiana, 2015
PENGARUH SERVICE ENCOUNTER TERHADAP KEPUASAN TAMU DI HARRIS RESORT
WATERFRONT BATAM: Survey Pada Tamu Individu Mancanegara yang Menginap di HARRIS
Resort Waterfront Batam
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Peter, J., Paul., & Olson, Jerry, C. (2010). Consumer Behavior and Marketing
Strategy 9th Edition. New York, USA: Mc Graw Hill.
Rangkuti, Freddy. (2006). Measuring Customer Satisfaction Teknik mengukur dan
strategi meningkatkan kepuasan Pelanggan plus Analisis Kasus PLN-JP .
Jakarta: Gramedia Pustaka Utama.
Rio Budi Prasadja Tan, Dipl. Tour M.A. (2009). Psikologi Pelayanan Jasa Hotel,
Resto, dan Kafe. Jakarta: Erlangga.
Salah, Wahab. (2006). Manajemen Kepariwisataan. Jakarta: PT. Pradnya
Paramita.
Salomoson, N., & Lind, M. (2012). Using Pragmatic Concepts for Exploring
Interactivity in Service Encounters: Systems, Signs & Actions An
International
Journal
on
Information
Technology,
Action,
Communication and Workpractices Vol. 6 (2012), http://www.sysiac.org/
Sanusi, Anwar. (2012). Metodologi Penelitian Bisnis. Jakarta: Salemba Empat.
Schiffman, L.G., & Kanuk, Lesley, L. (2007). Consumer Behavior. New Jersey:
Perason Prentince Hall.
Schijns, J.M.C. (2003), “Loyalty and Satisfaction in Physical and Remote Service
Encounters”, proceedings of the DMEF Educator's Conference, October
12, 2003, Orlando, Fl. USA. Available at: http://www.thedma.org/dmef/proceedings/2003/10_Schijns_ext_abs.pdf
Sekaran, Uma., & Roger, Bougie. (2013). Research Methods for Business : a Skill
Building Approach, Sixth Edition. Wiley.
Sekaran, Uma. (2008). Research Methods For Business(Metodologi Penelitian
untuk Bisnis). Jakarta: Salemba Empat.
Shanka, M.S. (2012). Bank Service Quality, Customer Satisfaction and Loyalty in
Ethiopian Banking Sector. Journal of Business Administration and
Management Sciences Research. 1,(1),1-9.
Shimada, Satoshi. et al. (2011). Customer Satisfaction on Estimate of Queue
Waiting Time in Service Delivery.
Singh, Harkiranpal. (2006). The Importance of Customer Satisfaction in Relation
to Customer Loyalty and Retention. Ucti Working Paper . 6, (6), 1-7.
Sudjana. (2002). Metode Statistika. Bandung: Tarsito.
Sugiyono. (2009). Statistika Untuk Penelitian. Bandung: Alfabeta.
Sugiyono. (2012). Memahami Penelitian Kualitatif. Bandung: Alfabeta.
Sundaram, D., & Webster, C. (2000). “The role of nonverbal communication in
service encounters”, Journal of Service Marketing, 378-391.
Soni Herdiana, 2015
PENGARUH SERVICE ENCOUNTER TERHADAP KEPUASAN TAMU DI HARRIS RESORT
WATERFRONT BATAM: Survey Pada Tamu Individu Mancanegara yang Menginap di HARRIS
Resort Waterfront Batam
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Svensson, Goran. (2006). Sequential Service Quality in Service Encounter Chains
case studies in the Swedish automotive and retail industries. Journal of
Service Marketing.
Tabachnick, & Fidel. (2013). Using Multivariate Statistics, Sixth Edition. Boston:
Pearson Education, Inc.
Tjiptono, Fandy. (2011). Pemasaran Jasa. Jawa Timur: Bayumedia Publishing.
Tjiptono, Fandy., & Gregorius, Chandra. (2011). Service, Quality, & Satisfaction.
Edisi Ketiga. Yogyakarta: ANDI.
Triton. (2005). SPSS 13.0 Terapan, Riset Statistik Parametrik. Yogyakarta:
ANDI.
Ulber Silalahi. (2009). Metode Penelitian Sosial. Bandung: PT. Refika Aditama.
Ulber Silalahi. (2012). Metode Penelitian Sosial. Jakarta: PT. Refika Aditama
Undang-Undang RI No. 10 Tahun 2009 tentang Kepariwisataan.
Van Der Wagen, Lynn. (2004). Hospitality Management. Hospitality Press pty.
Limited.
Vanesssa Gaffar. (2007). CRM dan MPR Hotel (Customer Relationship
Management and Marketing Public Relations). Bandung: Alfabeta.
Wahid Sulaiman. (2004). Analisis Regresi Menggunakan SPSS: Contoh Kasus
dan Pemecahannya. Yogyakarta: ANDI.
Walker, Orville. C., & Mullins, John. W. (2010). Marketing Strategy A Decision
Focused Approach 7th Edition. International Edition. McGraw Hill.
Yun, H.L. (2011). The Impact of Service Encounters on Behavioral Intention to
Online Hotel Reservation. Journal of American Academy of Business.
Vol . 16.
Zeithaml V.A, M.J Bitner and D.D. Gremler, (2013). Service Marketing:
Integrating Customer Focus Across the Firm, 6 th Edition. New York:
McGraw-Hill Companies, Inc.
Zulganef. (2008). Metode Penelitian Sosial Bisnis. Yogyakarta: Graha Ilmu.
Soni Herdiana, 2015
PENGARUH SERVICE ENCOUNTER TERHADAP KEPUASAN TAMU DI HARRIS RESORT
WATERFRONT BATAM: Survey Pada Tamu Individu Mancanegara yang Menginap di HARRIS
Resort Waterfront Batam
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu