Sureshchandar, G.S., Chandrashekaran Rajendran dan R.N. “Predictability and Personalization in The Service Encounter”, Journal of Marketing, Vol.
#PAPER MANAJEMEN SUMBER DAYA MANUSIA FREE#
”Breaking Free From Product Marketing “, Journal of Marketing, Vol. “The Critical Role of The Service Personnel for Delivering Service Quality”, paper, University of Wolongong. “Shopboot Banking : An Exploratory Study of Customer Loyal Effect”, International Journal of Bank Marketing, vol. The Essence of Services Marketing, Prentice Hall, Singapore. ”Dampak Pergeseran Nilai-Nilai Organisasi Terhadap Kebijaksanaan Sumber Daya Manusia dan Implikasinya”, Jurnal Manajemen dan Kewirausahaan, vol 2 (1), p 9-18. Principles of Services Marketing, 2nd edition, McGraw-Hill, Malta. ”Whence Loyalty”, Journal of Marketing, (Special Issues 1999 ), vol 63, p.33-44. “The Impact of Customer Relationship Type on Customer Loyalty in The Context of Service Failure”, Journal of Service Research, vol. Marketing, operations and human resources. Relationships”, Journal of Services Marketing, vol. ”Customer-relationship-Level From Spurious to True Liljander, Veronica dan Inger Roos, 2002. Relationship Marketing : Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention, Spriger Verlag, Berlin. Hennig-Thurau, Thorsten dan Ursulla Hansen, 2002.
#PAPER MANAJEMEN SUMBER DAYA MANUSIA SERIES#
“Do Satisfied Employee Make Customer Satisfied ? : An Investigation Relationship Between Services Employee Job Satisfaction and Customer Perceveid Service Quality” Paper, Kingstone Business School Occasional Paper Series 34. “ The Management of Customer Contact Services Employees : An Empirical Investigation “, Journal of Marketing, Vol. Black, 1995, Multivariate Data Analysis With Readings, Engelewood Cliffs, NJ : Prentice-Hall,Inc. “Strategic Management and Marketing in The Services Sector”, Helsingfor : Swedish School of Economic and Business Administrations. Gurviez, Patricia dan Korchia, Michael, 2003, Proposal for a Multidimensional Brand Trust Scale, 32nd Emac-Conference-Glasgow, Marketing : Responsible and Relevant ? Guenzi, Paolo dan Ottavia Pelloni, 2003.”Interpersonal Relationship and Customer Loyalty : A Comprehensive Model and Empirical Investigation”, paper, Instituto di Economia e Gestione delle Impresse, Universita Commerciale Luigi Bocconi, Millano, Italy. “Does Customer Knowledge Affect How Loyalty Form ?”, Journal of Service Research, vol. 275-298Ĭhiou, Jyh Shen, Cornelia Droge dan Sangphet Hanvanich, 2002. A Dynamic Model of Customer Loyalty, paper.Ĭhow, Simeon dan Holden, Reed, 1997, “Toward An Understanding Of Loyalty : The Moderating Role Of Trust”, Journal of Managerial Issues, Vol. “Services Encounter and Services Relatioships”, Journal of Business Research, vol. ”Managing Customer as Human Resources in The Services Organizations”, Human Resources Management, Vol. “Intellectual Capital : More Than Interaction Comptence X Commitment, Australian Journal of Management, vol. 69 – 81īurr, Renu dan Antonia Girardi, 2002.
“ Evaluating Services Encounter : The Effect of Physical Surrounding and Employee Responses”, Journal of Marketing, vol. “Critical Service Encounters : The Emplyoee’ View “ Journal of Marketing 58 (Oktober) p. Human Resources Management : An Experential Approach, 3rd edition, McGraw-Hill, United States.īitner, Mary Jo, Bennard H.
0 kommentar(er)
