ANALISA PENGARUH PRODUCT QUALITY TERHADAP WORD OF MOUTH DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING DARI CRUNCHAUS SURABAYA
(1) 
(*) Corresponding Author
Abstract
Keywords
References
Bowen, J.T., and Chen, S. 2001. The Relationship Between Customer Loyalty and Customer Satisfaction. International Journal of Contemporary Hospitality Management. 13(5). 213-217
Chiu, C., Hsu, M., Lai, H., & Chang, C. (2012). Re-examining the influence of trust on online repeat purchase intention: the moderating role of habit and its antecedents. Decision Support Systems, 53(4), 835e845.
Cronin, J. J., and Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56 (3), pp 55–68
Eskildsen JK, Kristensen K, Juhl HJ, Ostergaard P (2004). The drivers of customer satisfaction and loyalty. Total Qual. Manage. Bus. Excell., 15(5/6): 859–868.
Fornell, C., Johnson, M.D., Anderson, E. W, Jaesung Cha, & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, Vol. 60 (October 1996), 7-18. http://dx.doi.org/10.2307/1251898
Fornell, C. (1992), "A national customer satisfaction barometer: the Swedish experience,"
Journal of Marketing, Vol. 56 (1), pp. 6-21.
Fortune (1995), 11 December.
Garvin, D. A. (1987). Managing Quality. New York: The Free Press.
Gaspersz, V. 2005. Ekonomi Manajerial: Pembuatan Keputusan Bisnis. Jakarta: Gramedia Utama.
Hart, W.L., Heskett, J.L. and Sasser, W.E. Jr (1990), “The profitable art of service recovery”, Harvard Business Review, July-August, pp. 148-56.
Keller., 2007, Unleashing the power of Word of Mouth : Creating Brand Advocacy to Drive Growth, Additional Learning from The Journal of Advertising Research
Kotler, Philip.2005. Manajemen Pemasaran. Alih Bahasa: Juhardi. Edisi 11. Jilid 1. Jakarta: PT. Prehalindo
Kotler dan Keller. 2009. Manajemen Pemasaran. Jilid I. Edisi ke 13 Jakarta: Erlangg.
Kotler, Philip dan Kevin Lane Keller. 2009. Manajemen Pemasaran. Jilid 2. Edisi 12. Alih Bahasa: Bob Sabran. Jakarta: Erlangga.
Millennial Marketing (2016). Gen Y Food Preferences: You Are What You Eat | Millennial Marketing. Available online: http://www.millennialmarketing.com/2009/08/gen-y-food- preferences-you-are-what-you-eat/ [Accessed 21 Apr. 2016].
Mittal B, Walfried ML (1998). Why do customers switch? The dynamics of satisfaction versus loyalty. J. Serv. Mark., 12(3): 177–194.
Peskett, S. (2006). Under-30s are the big spenders in UK market. Harpers, vol.10, p.26.
Rangkuti, F. (2010). Spriritual Leadership in Business, Jakarta: PT. Gramedia Pustaka Utama
Sernovitz, Andi. 2009. Word of Mouth Marketing. New York. Kaplan
Yuen, E.F.T., Chan, S.S.L. (2010). The effect of retail service quality and product quality on customer loyalty.
Database Marketing & Customer Strategy Management, 17 (3/4), 222-240.
Zairi, M., (2000) "Managing customer satisfaction: a best practice perspective", The TQM Magazine, Vol. 12 (6), pp.389-494
Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1996). “The behavioral con- sequences of service quality”. Journal of Marketing, 60 (1), 31-46
Refbacks
- There are currently no refbacks.