Académique Documents
Professionnel Documents
Culture Documents
DAFTAR PUSTAKA
Berry, Leonard L. dan A. Parasuraman. (1991), Marketing Services, The Free Press,
New York.
Booms, Bernard H. and Mary J. Bitner. (1981), Marketing Strategies and
Organization Structures for Service Firms dalam Marketing of services, J.
Donelly and W. George, eds., American Marketing, p 47-51.
Bowem J.T. and Chen, S.L. (2001), The Relationship Between Customer Loyalty
and Customer Satisfaction, The international Journal of Contemporary
Hospitality Management, p 213-217.
Coldwell, J., (2001), Characteristics of a Good Customer Satisfaction Survey dalam
buku Customer Relationship Management oleh J.N. Sheth, A. Parvatiyar and G.
Shainesh, p 193-199.
Crosby, Lawrence A. and Nancy Stephens. (1987), Effects of Relationship
Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry,
Journal of Marketing Research, vol. 24, no. 4, p 404-411.
Crosby, Philip B. (1979), Quality is Free: The art of Making Quality Certain, New
American Library, New York.
Churchill, Gilbert A. and Carol Surprenant. (1982). An Investigation Into the
Determinants of Customer Satisfaction, Journal of Marketing Research, vol. 14,
p 491-504.
Darby, M.R. and E. Karni. (1973). Free Competition and the Optimal Amount of
Fraud, Journal of Law and Economics, April 16th , p 67-86.
Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), Developing buyer-seller relationships,
Journal of Marketing, vol. 51, no. 1, p 11-27.
Edvarsson, Bo. et al., (2003), Cocreating Customer Value Through Hyperreality in
the Prepurchase Service Experience, Journal of Service Reasearch, vol. 10, no.
10.
143
144
145
Thurau, Thorsten Hennig and Alexander Klee. (1997), The impact of Customer
Satisfaction and Relationship Quality on Customer Retention: A Critical
Reassessment and Model Development. Psychology and Marketing, vol. 14, p
737-764.
Vargo, Stephen L. and Robert F. Lusch. (2004), The Four Service Myths: Remnants
of a Goods-Based, Manufacturing Model, Journal of Service Research, vol. 6,
no. 4, p. 324-335.
Zairi, M., (2000), Managing Customer Dissatisfaction Management Systems, The
TQM Magazines, p 389-394.
Zeithaml, V. A. and M. J. Bitner. (1999). Service Marketing, McGraw Hill, New
York.
Zeithaml, Valerie A. (1981). How Consumer Evaluation Processes Differ between
Goods and Services in Marketing of Services, J. Donnelly and W. George, eds.,
American Marketing, Chigago, p 186-190.
146
DAFTAR ACUAN
10
Mobil
Terlaris
2010.
(2011),
[Online]
Avaiable:
http://www.korantempo.com/korantempo/koran/2011/01/16/Otomotif/index.html
[2010, November 13]
147
http://businesscenter.jdpower.com/JDPAContent/CorpComm/News/content/Rele
ases/pdf/2008104.pdf [2010, November 10]
J.D. Power Asia Pacific. (2007). Indonesia Customer Satisfaction Index (CSI) Study,
[Online} Avaiable:
http://businesscenter.jdpower.com/JDPAContent/CorpComm/News/content/Rele
ases/pdf/2007124.pdf [2010, November 10]
J.D. Power Asia Pacific. (2006). Indonesia Customer Satisfaction Index (CSI) Study,
[Online} Avaiable:
http://businesscenter.jdpower.com/JDPAContent/CorpComm/News/content/Rele
ases/pdf/2006148.pdf [2010, November 10]
Nakhai, Behnam and Joao S. Neves. (2008). The Service Quality Model and The
Challenges
of
Six
Sigma
in
Services,
[Online]
Available:
http://www.decisionsciences.org/Proceedings/DSI2008/docs/131-6391.pdf
[2010, November 21]
Purwacaraka, Umbara, et al. (2010). Pasar Mobil Terancam Pembatasan BBM,
[Online] Available: http://industri.kontan.co.id/v2/read/industri/53179/Pasarmobil-terancam-pembatasan-BBM [2010, November 29]
SMEDA. (2004). Pre-Feasibility Study: Auto Repair and Service Workshop, [Online]
Available:
http://www.sindhagri.gov.pk/feasibi/SMEDA%20Auto%20Repair%20&%20Ser
vice%20Workshop.pdf [2010, November 14]
Sandra Karina. (2010). Penjualan Mobil 2010 Tembus 764.710 Unit, [Online}
Avaiable: http://autos.okezone.com/read/2011/01/20/52/415927/penjualanmobil-2010-tembus-764-710-unit [2010, November 13]
Singh, Harkiranpal. (2006). The Importance of Customer Satisfaction in Relation to
Customer Loyalty and Retention, [Online} Avaiable:
http://www.ucti.edu.my/wps/issue1/wp-06-06-paper.pdf [2010, November 14]
Suryanto. (2010). Ekonomi Indonesia 2011 Bisa Tumbuh 6,4 Persen, [Online}
Avaiable: http://www.antaranews.com/berita/1293137754/ekonomi-indonesia2011-bisa-tumbuh-6-4-persen [2010, November 13]