S MPP 0802909 Bibliography
DAFTAR PUSTAKA
Agus Sulastiyono (2006). Manajemen Penyelenggaraan Hotel. Bandung: Alfabeta.
Arussy Lior (2006), Is Your Product Really That Great?, Customer Relationship
Management Medford, Jan. ed. Vol. 10, Iss. 1
Ali Hasan (2008). Marketing. Medpress. Buku kita: Jakarta
Bernard.T. Wijaya, 2009, Lifestyle Marketing servlist . Paradigma baru pemasaran Bisnis Jasa
dan life style. Jakarta: Gramedia Pustaka Utama.
Bernard T Widjaja (2006), Customer Behavior: psychographics dan Lifestyle Segmentation ,
Jurnal Bisnis dan Manajemen.
Christopher H. Lovelock and Jochen Wirtz (2011). Service Marketing (people, technologi,
strategy). 7th ed., Upper Saddle River , New Jersey: Prentice Hall
Denney. G. Rutherford (2010). Hotel Management and Operations 5 th, ed. John Wiley and
Sons, Hoboki: New Jersey.
Darmadi Durianto, dkk. (2004). Strategi Menaklukan Pasar Melalui Riset Ekuitas dan
Perilaku Merek. Jakarta: PT. Gramedia Pustaka Utama
Fandy Tjptono. (2009). Service Marketing. (Esensi & Aplikasi). Marnensis. Yogyakarta
Fitztsimmon James A (2008), Service Management 6 th ed, (operation, strategy, technology).
The McGraw-Hill. International Edition.
Farida Jasfar (2009), Manajemen Jasa: Pendekatan Terpadu. Ghalia, Bogor: Indonesia.
Griffin, Ricky W. dan Ronald J. Ebert, (2009). Business, 8th Edition, Pearson Internasional
Edition, New Jersey, Prentice Hall.
Griffin, J (2005), Customer Loyalty, alih bahasa Indonesia. Penerbit Erlangga Jakarta
Haksever, Lengiz, Render, Barry, Russell, Roberta S., & Murdick,. Robert G. (2000) Service
Management and Operations, 2nd ed, Prentice-Hall
Hermawan Kertajaya (2007), Boosting Loyalty marketing Performance , Mizan. Indonesia.
Istijanto. 20005. Riset Sumber Daya Manusia. Jakarta : PT. Gramedia Pustaka Umum
Jay Kandampully (2006). Managing Tourism and Hospitality Services. Hospitality press.
Pearson Education. Australia
Kotler, Philip dan Kevin Lane Keller, (2008). Manajemen Pemasaran. Jilid 1. edisi 12 th. Alih
bahasa Benyamin Molan. Jakarta: Indeks
Kotler, Philip dan Kevin Lane Keller, (2008). Manajemen Pemasaran. Jilid 2. edisi 12th. Alih
bahasa Benyamin Molan. Jakarta: Indeks
Lupiyoadi, Hamdani. 2006. Manajemen Pemasaran Jasa , Edisi Kedua. Jakarta : Penerbit
Salemba Empat.
144
Lovelock, dan L. Wright. 2005. Manajemen Pemasaran Jasa, Edisi bahasa Indonesia. PT.
Intermasa, Jakarta
Lynn Van Der Wagen (2003). Hospitality Management. Hospitality press pty. limited
MacLeod (2005), Adding Beauty to Your Business, Business Magazine, December ed.
Parasuraman, Valarie A. Z. and Berry (2003). Delivering Service Quality. Mc Milan, New
York.
Ratih Hurriyati. (2008). Bauran Pemasaran dan Loyalitas Konsumen. Bandung : Alfabeta
Rio Budi Prasadja Tan, Dipl. Tour, M.A (2009). Psikologi Pelayanan Jasa Hotel, Resto, dan
Kafe. Esensi erlangga group: Jakarta
Sugiyono, (2010). Metode Penelitian Bisnis. Bandung: Alfabeta
Saiki Danyi, (2008). Service Marketing. Oxford book Company, Jaipur. India
Suharsimi Arikunto, (2007). Manajemen Penelitian, Jakarta: PT Rhineja Cipta
Ulber silalahi (2009) Metode Penilitian Sosial, PT Refika Aditama. Bandung.
Umar, Husein. (2009) Metode Riset Perilaku Organisasi. Jakarta: PT. Gramedia Pustaka
Utama.
Zeithaml, V.A., M.J. Bitner and Gremler (2009), Service Marketing: Integrating Customer
Focus Across the Firm, 5th ed., Mc-Graw-Hill. Boston
Jurnal & Artikel:
Handbook of Service Science . New York: Springer Sundaram, D. and Webster, C. (2000),
“The role of nonverbal communication in service encounters ”, Journal of Services
Marketing, 378-391.
Mrinmoy K Sarma (2009), artikel Moments of Truth (MoT) Robert J. Glushko
([email protected]) University of California,Berkeley (2009).
145
Agus Sulastiyono (2006). Manajemen Penyelenggaraan Hotel. Bandung: Alfabeta.
Arussy Lior (2006), Is Your Product Really That Great?, Customer Relationship
Management Medford, Jan. ed. Vol. 10, Iss. 1
Ali Hasan (2008). Marketing. Medpress. Buku kita: Jakarta
Bernard.T. Wijaya, 2009, Lifestyle Marketing servlist . Paradigma baru pemasaran Bisnis Jasa
dan life style. Jakarta: Gramedia Pustaka Utama.
Bernard T Widjaja (2006), Customer Behavior: psychographics dan Lifestyle Segmentation ,
Jurnal Bisnis dan Manajemen.
Christopher H. Lovelock and Jochen Wirtz (2011). Service Marketing (people, technologi,
strategy). 7th ed., Upper Saddle River , New Jersey: Prentice Hall
Denney. G. Rutherford (2010). Hotel Management and Operations 5 th, ed. John Wiley and
Sons, Hoboki: New Jersey.
Darmadi Durianto, dkk. (2004). Strategi Menaklukan Pasar Melalui Riset Ekuitas dan
Perilaku Merek. Jakarta: PT. Gramedia Pustaka Utama
Fandy Tjptono. (2009). Service Marketing. (Esensi & Aplikasi). Marnensis. Yogyakarta
Fitztsimmon James A (2008), Service Management 6 th ed, (operation, strategy, technology).
The McGraw-Hill. International Edition.
Farida Jasfar (2009), Manajemen Jasa: Pendekatan Terpadu. Ghalia, Bogor: Indonesia.
Griffin, Ricky W. dan Ronald J. Ebert, (2009). Business, 8th Edition, Pearson Internasional
Edition, New Jersey, Prentice Hall.
Griffin, J (2005), Customer Loyalty, alih bahasa Indonesia. Penerbit Erlangga Jakarta
Haksever, Lengiz, Render, Barry, Russell, Roberta S., & Murdick,. Robert G. (2000) Service
Management and Operations, 2nd ed, Prentice-Hall
Hermawan Kertajaya (2007), Boosting Loyalty marketing Performance , Mizan. Indonesia.
Istijanto. 20005. Riset Sumber Daya Manusia. Jakarta : PT. Gramedia Pustaka Umum
Jay Kandampully (2006). Managing Tourism and Hospitality Services. Hospitality press.
Pearson Education. Australia
Kotler, Philip dan Kevin Lane Keller, (2008). Manajemen Pemasaran. Jilid 1. edisi 12 th. Alih
bahasa Benyamin Molan. Jakarta: Indeks
Kotler, Philip dan Kevin Lane Keller, (2008). Manajemen Pemasaran. Jilid 2. edisi 12th. Alih
bahasa Benyamin Molan. Jakarta: Indeks
Lupiyoadi, Hamdani. 2006. Manajemen Pemasaran Jasa , Edisi Kedua. Jakarta : Penerbit
Salemba Empat.
144
Lovelock, dan L. Wright. 2005. Manajemen Pemasaran Jasa, Edisi bahasa Indonesia. PT.
Intermasa, Jakarta
Lynn Van Der Wagen (2003). Hospitality Management. Hospitality press pty. limited
MacLeod (2005), Adding Beauty to Your Business, Business Magazine, December ed.
Parasuraman, Valarie A. Z. and Berry (2003). Delivering Service Quality. Mc Milan, New
York.
Ratih Hurriyati. (2008). Bauran Pemasaran dan Loyalitas Konsumen. Bandung : Alfabeta
Rio Budi Prasadja Tan, Dipl. Tour, M.A (2009). Psikologi Pelayanan Jasa Hotel, Resto, dan
Kafe. Esensi erlangga group: Jakarta
Sugiyono, (2010). Metode Penelitian Bisnis. Bandung: Alfabeta
Saiki Danyi, (2008). Service Marketing. Oxford book Company, Jaipur. India
Suharsimi Arikunto, (2007). Manajemen Penelitian, Jakarta: PT Rhineja Cipta
Ulber silalahi (2009) Metode Penilitian Sosial, PT Refika Aditama. Bandung.
Umar, Husein. (2009) Metode Riset Perilaku Organisasi. Jakarta: PT. Gramedia Pustaka
Utama.
Zeithaml, V.A., M.J. Bitner and Gremler (2009), Service Marketing: Integrating Customer
Focus Across the Firm, 5th ed., Mc-Graw-Hill. Boston
Jurnal & Artikel:
Handbook of Service Science . New York: Springer Sundaram, D. and Webster, C. (2000),
“The role of nonverbal communication in service encounters ”, Journal of Services
Marketing, 378-391.
Mrinmoy K Sarma (2009), artikel Moments of Truth (MoT) Robert J. Glushko
([email protected]) University of California,Berkeley (2009).
145