DAFTAR PUSTAKA

Bateson, J.E.G. & K.D. Hoffman, (1999), Managing Services Marketing, The Dryden Press,
Fort Worth, TX.

Band, William A, 1991. Creating value for customer: Designing and Implementation a Total
Corporate Strategy, John Walley and Sons Inc, Canada.

Christoper, Lovelock, Josen Wirtz, dan Jacky Mussy, Pemasaran Jasa: Manusia, Teknologi,
Strategi Jillid ke 2, (Jakarta: Erlangga, 2010), hlm. 76.

Dick, A.S. & K. Basu, (1994). “Customer Loyalty”. Op. Cit, pp.39

Dorothea Wahyu Ariani, Pengendalian Kualitas Statistik, (Yogyakarta: Penerbit Andi, 2004),
hlm. 8.

Desi Puspo Rini, 2006. “Analisis Pengaruh Pupuk Bersubsidi Terhadap Kinerja Industri
Pupuk di Indonesia”.

Dicke, C. 2011. Employee Enggement: I Want Is It?. Diakses tanggal 13 Desember 2016 di
http/www.ilr.cor nell.edu cahrsreearchwhite papersupload Employee Engagement
Whatisit.

Davis-Sramek, B., C. Droge, JT. Mentzer, and MB. Myer.2009. Creating Commitment and
Loyalty Behavior Among Retailers: What are the Roles of Service Quality and
Satisfaction? Journal of the Academic Marketing Science. 37: 440–454.

Farida Jasfar, 2011. Manajemen Jasa, Bogor : Ghalia Franchise, 2013.

Fandy Tjiptono, Pemasaran Jasa: Prinsip, Penerapan dan Penelitian, (Yogyakarta: Andi
Offset, 2014), hlm. 398.

Fandy Tjiptono, 1997. Strategy Pemasaran, penerbit: Andi offset, Edisi Kedua, Cetakan

Pertama, Yogyakarta.

Farida Jasfar, Manajemen Jasa Pendekatan Terpadu, (Bogor: Ghalia Indonesia, 2009), hlm.
164.

Fandy Tjiptono, Service Management Mewujudkan Layanan Prima (Yogyakarta: Penerbit

Andi, 2008), hal. 169.
Farida Jasfar, Teori dan Aplikasi Sembilan Kunci Keberhasilan Bisnis Jasa: Sumber Daya
Manusia, Inovasi dan Kepuasan Pelanggan,(Jakarta: Salemba Empat, 2012), hlm. 20-
21.

Gordman, Robert and Armin Brott. 2007. The Must-Have Costumer, 7 Taktik Jitu Merebut
Hati Pelanggan Idaman Anda. Gramedia, Jakarta.

Gilbert K.L. (2001), ” The impact of waiting time on customer loyalty”, International
Journal of Service Industry Management, Vol.6 No.5, pp. 53-71

Hermawan Kartajaya. 2006. Hermawan Kartajaya on Marketing Mix Seri 9 Elemen

Marketing. Bandung: PT. Mizan Pustaka.

Handi Irawan, 10 Prinsip Kepuasan Konsumen, (Jakarta: Elek Media Komputindo, 2003),
hlm. 3.

Hennig-Thurau, T., MF Langer, and U. Hansen. 2001. Modeling and Managing Student
Loyalty: An Approach Based on the Concept of Relationship Quality. Journal of
Service Research. 3 (4): 331–345.

Imam Ghozali, 2011, Aplikasi Analisis Multivariate dengan Program SPSS, Badan Penerbit
Universitas Diponegoro, Semarang

Joko Riyadi, Gerbang Pemasaran, (Jakarta: Gramedia, 1999), hlm. 58.

Jill Griffin, Customer Loyalty: Menumbuhkan dan Memertahankan Kesetiaan Pelanggan,

Edisi Terjemahan Indonesia, diterjemahkan oleh Dr. Dwi Kartini Yahua, (Jakarta:
Erlangga, 2005), hlm. 5.

Kartajaya, Hermawan. 2006. Hermawan Kartajaya on Service. Bandung: Mizan.

Kotler, Philip dan Kevin L. Keller. 2009. Manajemen Pemasaran; Edisi Ketiga Belas, Jilid 1.
Erlangga. Jakarta.

Kuncoro, Mudrajad. 2013. Metode Riset untuk Bisnis dan Ekonomi; Edisi Keempat,
Erlangga. Jakarta.

Li, A., and A.B. Butler. 2004. “The Effects of Participation in Goal Setting and Goal
Rationales on Goal Commitment: an Exploration of Justice Mediators”. Journal of
Business and Psychology. 19 (1):37–53.
Lovelock & J.Wright, (2002). Customer relationship management. Upper Saddle River,
NJ:Prentice-Hall International., pp.104

Mattila, AS. 2001. Emotional bonding and restaurant loyalty. Cornell Hotel and Restaurant
Administration Quarterly. 42 (6):73–80.

Mattila, A.S. 2004. “The Impact of Service Failures on Customer Loyalty: the Moderating
Role of Affective Commitment”. International Journal of Service Industry
Management. 15 (2):134-150.

Mattila, A.S. 2006. “How Affective Commitment Boosts Guest Loyalty and Promotes
Frequent-guest Programs”. Cornell Hotel and Restaurant Administration Quarterly.
47 (2):174–183.

Mowen, J. dan Minor, M .2008. Perilaku Konsumen. Jakarta : Erlangga.

Muciiri, H.W. 2007. Goal Communication and Commitment as Critical Element to Strategy
Implementation. A Dissertation. Minneapolis-Minnesota: Capella University.

Nursanah, 2010. “Analisis Pengaruh Keragaman Produk, Kualitas Pelayanan dan Kepuasan
Pelanggan Terhadap Loyalitas Pelanggan pada PT. Hero Supermarket”.

Nursatyo Heri Bowo, “Analisis Pengaruh Kepercayaan Untuk Mencapai Hubungan Jangka
Panjang”, Jurnal Sains Pemasaran Indonesia, Vol.2, No. 1, (2003), hlm. 89.

Nur Indriantoro dan Bambang Supomo, 2009, Metodologi Penelitian Bisnis. BPFE.
Yogyakarta.

Nusair, KK., N. Hua, and X. Li. 2010. A Conceptual Framework of Relationship

Commitment: E-travel Agencies. Journal of Hospitality and Tourism Technology.
1(2): 106–120

Philip Kotler dan Kevin Lane Keller, Manajemen Pemasaran, Edisi Ketiga Belas, Jilid 1,
(Jakarta: Erlangga, 2009), hlm. 139.

Ririn Tri Ratnasari dan Mastuti H. Aksa, Teori dan Kasus Manajemen Pemasaran Jasa,
(Bogor: Ghalia Indonesia, 2011), hlm. 117-118.

Stephen P. Robbins dan Timothy A. Judge, Perilaku Organisasi, Jilid 2, (Jakarta: Salemba
Empat, 2011), hlm. 59.
Stefanny Ratna Sari, 2013. “Pengaruh Kepuasan Pelangga, Kepercayaan Pelanggan dan
Switching Barriers Terhadap Loyalitas Pelanggan Hartono Elektronika Surabaya”.

Sugiyono. 2014. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta. Bandung.

Valette-Florence, R., I. Becheur and, P. Valette-Florence. 2010. Understanding the

Relationship between Readers and Press Title Brands: the Existence of Evaluative
and Emotional Routes. diakses tanggal 13 Desember 2016 di http/www.irege.
univsavoie. Fradminfiles publi_contenu541528 07_10-30.

Whiteoak, J.W. 2007. The Relationship among Group Process Perceptions, Goal
Commitment and Turnover Intention in Small Committee Groups. Journal of
Business Psychology. 22:11–20.

Widayat. 2004. Metode Penelitian Pemasaran. Malang: UMM Press.

Yumi Rosda. A. 2015. “Analisis Pengaruh Kepercayaan, Komunikasi, Komitmen dan

Penanganan Keluhan Terhadap Loyalitas Nasabah di PT.Bank Bank Negara
Indonesia Syariah Kantor Cabang Sudirman Pekanbaru”.