ANALISA PENGARUH MARKET ORIENTATION TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER VALUE DAN CUSTOMER INTIMACY SEBAGAI VARIABEL INTERVENING DI VASA HOTEL SURABAYA
(1) 
(*) Corresponding Author
Abstract
Keywords
Full Text:
PDFReferences
Berry, L. L. (2002). Relationship marketing of services perspectives from 1983 and 2000. Journal of Relationship Marketing. https://doi.org/10.1300/J366v01n01_05
Brock, J. K. U., & Zhou, J. Y. (2012). Customer intimacy. Journal of Business and Industrial Marketing, 27(5), 370–383. https://doi.org/10.1108/08858621211236043
Day, G. S. (2000). Managing market relationships. Journal of the Academy of Marketing Science. https://doi.org/10.1177/0092070300281003
Dinas Kebudayaan dan Pariwisata Kota Surabaya. (2018). Banyaknya kunjungan wisatawan nusantara 2008 - 2015. Badan Pusat Statistik Kota Surabaya. http://surabayakota.bps.go.id/statictable/2018/01/%0D%0A11/574/banayknya-kunjungan-wisatawan-nusantara-2008-2015.html%0D%0A
Harrison, P. J., & Shaw, R. N. (2004). Intra-organisational marketing culture and market orientation: A Case study of the implementation of the marketing concept in a public library. Library Management. https://doi.org/10.1108/01435120410562899
Hansen, H. (2003). Antecedents to consumers’ disclosing intimacy with service employees. Journal of Services Marketing. https://doi.org/10.1108/08876040310495618
Heskett, J. L., Sasser, W. E., Jr, & Schlesinger, L. A. (1999). The Service profit chain: How leading companies link profit and growth to loyalty, satisfaction and value. Work Study. https://doi.org/10.1108/ws.1999.07948aae.003
Hutchinson, J., Lai, F., & Wang, Y. (2009). Understanding the relationships of quality, value, equity, satisfaction, and behavioral intentions among golf travelers. Tourism Management. https://doi.org/10.1016/j.tourman.2008.07.010
Kohli, A. K., & Jaworski, B. J. (1990). Market orientation: The Construct, research propositions, and managerial implications. Journal of Marketing. https://doi.org/10.2307/1251866
Kotler, P., & Keller, K. L. (2012). Marketing management, 14th Edition. Pearson Education, Inc., publishing as Prentice Hall. In Essentials of Management for Healthcare Professionals. https://doi.org/10.4324/9781315099200-17
Langerak, F. (2001). The Relationship between customer and supplier perceptions of the manufacturer’s market orientation and its business performance. International Journal of Market Research. https://doi.org/10.1177/147078530104300106
Lloyd, A. E., & Luk, S. T. K. (2011). Interaction behaviors leading to comfort in the service encounter. Journal of Services Marketing. https://doi.org/10.1108/08876041111129164
Lovelock, C., & Wirtz, J. (2014). Services marketing: People, technology, strategy. In Pearson. https://doi.org/10.1044/1059-0889(2011/10-0028)
Micheels, E. T., Hall, M., Drive, W. G., & Gow, H. R. (2010). The Impact of alternative market orientation strategies on firm performance: Customer versus competitor orientation.
Narver, J. C., & Slater, S. F. (1990). The Effect of a market orientation on business profitability. Journal of Marketing. https://doi.org/10.2307/1251757
Narver, J. C., & Slater, S. F. (1994). Market orientation, customer value, and superior performance. Business Horizons. https://doi.org/10.1016/0007-6813(94)90029-9
Nasution, H. N., & Mavondo, F. T. (2008). Organisational capabilities: Antecedents and implications for customer value. European Journal of Marketing. https://doi.org/10.1108/03090560810853020
Oliver, R. (1999). Value as excellence in the consumption experience. In Consumer Value. https://doi.org/10.4324/9780203010679.ch2
Oliver, R. L. (1997). Satisfaction: A Behavioral perspective on the consumer. In McGraw-Hill series. https://doi.org/10.1139/h11-134
Osarenkhoe, A. (2008). What characterises the culture of a market-oriented organisation applying a customer-intimacy philosophy? Journal of Database Marketing & Customer Strategy Management, 15(3), 169–190. https://doi.org/10.1057/dbm.2008.14
Smith, J. B., & Colgate, M. (2007). Customer value creation: A Practical framework. Journal of Marketing Theory and Practice. https://doi.org/10.2753/MTP1069-6679150101
Soehartono. (2004). 7 Pengertian populasi menurut para ahli (pembahasan lengkap). http://www.sepengetahuan.com/2015/06/7-%0D%0Apengertian-populasi-menurut-para-ahli-lengkap.html%0D%0A
Spiteri, J. M., & Dion, P. A. (2004). Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries. Industrial Marketing Management. https://doi.org/10.1016/j.indmarman.2004.03.005
Sugiyono. (2011). Pengertian populasi dan sampel dalam penelitian. Blog’s Bimbingan. https://sugithewae.wordpress.com/2012/11/13/pengertian-populasi-dan-sampel-dalam-penelitian/
Xu, Y., & Van Heijden, B. Der. (2005). The Employee factor in the service-profit chain framework: A Study among service employees working within a leading Chinese securities firm. Journal of International Consumer Marketing. https://doi.org/10.1300/J046v18n01_07
Yim, C. K., Tse, D. K., & Chan, K. W. (2008). Strengthening customer loyalty through intimacy and passion: Roles of customer-firm affection and customer-staff relationships in services. Journal of Marketing Research. https://doi.org/10.1509/jmkr.45.6.741
Refbacks
- There are currently no refbacks.