DAFTAR PUSTAKA. Assael, Henry, 1992, Consumer behaviour and marketing action, Boston, Massachusetss: PWS-Kent Publishing Company.

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1 1 DAFTAR PUSTAKA A. Buku Assael, Henry, 1992, Consumer behaviour and marketing action, Boston, Massachusetss: PWS-Kent Publishing Company. Besterfield, Dale H, 1995, Total quality management. Berkman, Harold W & Christopher Gilson, 1998, Consumer Behaviour: Concepts and Strategies, Boston, Massachusetss: Kent Publishing Company. Blythe, J. 1997, Consumer Behaviour. New York: Prentice Hall. Dalrymple, D. J., Parson, L. J., 1990, Marketing Management, New York: John Wiley & Sons, Inc. Ferdinand, Augusty, 2002, Structural Equation Model Dalam Penelitian Manajemen, Edisi 2. Semarang: BP. Undip. Fitzsimmons, J. A., Fitzsimmons, M. J., 2001, Service Management, New York: Mc Graw Hill, Inc. Goetsch, D.L. and S. Davis (1994), Introduction to Total Quality: Quality, Productivity, Competitivesness. Englewood Cliffs, N.J.: Prentice Hall International, Inc. Ghozali, Imam, 2005, Model Persamaan Struktural: Konsep dan Aplikasi dengan program AMOS Ver. 5.0, Semarang: Progress. Hair, JR., Anderson, Tathan and Black, 1995, Multivariate Data Analysis, 4 Edition, New Jersey: Prentice Hall, Englewood Cliffs. Kotler, Philip, 2006, Marketing Management, 12 edition. New Jersey: Prentice Hall, Upper Saddle River. Lovelock, Christoper, 2004, Services Marketing, 5 edition. New Jersey: Pearson Prentice Hall, Upper Sadle River. Mowen. J. C., Minor, M., 1998, Customer Behaviour, New Jersey: Prentice Hall, Inc.

2 2 Rangkuti, Freddy, 2006, Measuring Customer Satisfaction. Jakarta: Gramedia Pustaka Utama. Payne, Adrian, 2000, Adrian, 2000, The Essence of Service Marketing. Yogyakarta: Andi. Stanton, William. J. Etzel, Bruce J. Walker et al Fundamentals of Marketing. McGraw-Hill Inc., Singapore. Simamora, Bilson, 2001, Remarketing for Business Recovery, Edisi 1. Jakarta: PT. Gramedia Pustaka Utama. Sutisna, 2003, Perilaku Konsumen dan Komunikasi Pemasaran. P.T. Rosda Karya Bandung. Singarimbun, Masri dan Sofian Effendi. Metode penelitian Survei. Jakarta: LP3ES, Supranto J., 2001, Pengukuran Tingkat Kepuasan Pelanggan. Edisi 2. Jakarta: Rineka Cipta. Tjiptono, Fandy, 1998, Total Quality Service. Edisi 2. Yogyakarta: Andi. Zeithaml, V. A., Bitner, M. J., 2003, Service Marketing, New York: The Mc Graw-Hill Companies, Inc.

3 3 B. Jurnal Anderson, E.W. and Fornell, C., 1994, A customer satisfaction research prospectus, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality. New Directions in Theory and Practice, pp Anderson, E.W. and Fornell, C. and Lehmann, D.R.,1994, Customer satisfaction, market share and profitability, Journal of Marketing., Vol. 58. No. 3, pp Asubonteng, P., Mc Clearly, K.J. and Swan, J.E., 1999, SERVQUAL revisited: a critical review of service quality, The Journal of Services Marketing, vol. 10, no. 6, p Athanassopoulus, A., Spiros G. and Vlassis S., 2001, Behavioral responses to customer satisfaction: an empirical study, European Journal of Marketing, vol. 35, no. 5/6, p Bitner, M.J., 1990, Evaluating service encounters: the effects of physical surroundings and employee responses, Journal of Marketing, vol. 54, April, pp Bitner, M.J., Booms, B.H. and Mohr, L.A., 1994, Critical service encounters: the employees viewpoint, Journal of Marketing, vol. 58 No. 4, pp Bloemer J.M.M. and Kasper, H.D.P., 1995, The complex relationship between consumer satisfaction and brand loyalty, Journal of Economic Psychology, Vol. 16, p Cronin. J.J. Jr. and Taylor, S.A., 1992, Measuring service quality: e reexamination and extension, Journal of Marketing, vol. 56/3, July, pp Cronin. J.J. Jr. and Taylor, S.A., 1994, SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, vol. 58, pp Dabholkar, P.A., Thorpe, D.I. and Rentz, J.O., 1996, A measure of service quality for retail stores: scale development and validation, Journal of the Academy of Marketing Science, vol. 24 No. 1, pp Danaher, P.J. and Rust, R.T., 1994, Indirect marketing benefits from service quality, Working paper, Owen Graduate School of Management, Vanderbilt University, Nashville, TN.

4 4 Day, G.S., 1994, The capabilities of market-driven organizations, Journal of Marketing, Vol. 58 No. 4, pp Dick, A.S. and Basu, K., 1994, Customer loyalty: toward an integrated conceptual framework, Journal of the Academy of Marketing Science, Vol. 22 No. 2, pp Fornell, C., 1992, A national customer satisfaction barometer: the Swedish experience, journal of Marketing, Vol. 56, pp Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E., 1996, The American customer satisfaction index: nature, purpose and findings, Journal of Marketing, Vol. 60, October, pp Iacobucci, D., Ostrom, A. and Grayson, K., 1995, Distinguishing service quality and customer satisfaction: the voice of the consumers, Journal of Consumer Psychology, vol. 4 No. 3, pp Jones, T.O. and Sasser, W.E., 1995, Why satisfied customers defect, Harvard Business Review, November-Desember, pp Mittal, B. and Lassar, W.M., 1998, Why do customers switch? The dynamics of satisfaction versus loyalty, The Journal of Services Marketing, vol. 12 no.3 p Oliver, R., 1997, Satisfaction: A Behavioral Perspective of the Consumer, McGraw-Hill, New York, NY. Oliver, R.L., 1999, Whence consumer loyalty?, Journal of Marketing, vol 63, p. 33. Parasuraman, A., Zeithaml, V.A. and Berry, L.L., 1988, Servqual: a multipleitem scale for measuring consumer perceptions of service quality, journal of Retailing, Vol. 64, Spring, pp Parasuraman, A., Zeithaml, V.A. and Berry, L.L., 1991, Refining and reassessment of Servqual scale, journal of Retailing, Vol. 67, Winter, pp Passikoff, R., 1997, The limits of costumer satisfaction, Brandweek, vol. 38 No. 9, p. 17. Quester, P., Wilkinson, J.W. and Romaniuk, S., 1995, A test of four service quality measurement scales: the case of the Australian advertising industry, Working Paper 39, Centre de Recherche et d Etudes Appliquees, Group esc Nantes Atlantique, Graduate School of Management, Nantes, France.

5 5 Robinson, S., 1999, Measuring service quality: current thinking and future requirements, Marketing Intelligence and Planning, vol. 17, no. 1, pp Reichheld, F.F. and Sasser, W.E. Jr., 1990, Zero defections: quality comes to services, Harvard Business Review, vol. 68, pp Rust, R.T. and Oliver, R.L., 1994, Service quality: insights and managerial implications from the frontier, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, pp Rust, R.T. and Williams, D.C., 1994, How length of patronage affects the impact of costumer satisfaction on repurchase intention, Journal of Customer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 7, pp Sureshchandar, G.S, Rajendran, C. Anantharaman R.N., 2002, The relationship between service quality and customer satisfaction a factor specific approach. Journal of Service Marketing, vol. 16 no. 4, p Swan, J.E. and M.R. Bowers, 1998, Services quality and satisfaction: the process of people doing things together, Journal of Services Marketing, vol 12, No. 1, pp Solomon, M.R., 1996, Consumer Behavior: Buying, Having, Being, Prentice- Hall, Englewood Cliffs, NJ. Zeithaml, V.A., Berry, L.L., and Parasuraman, A., 1996, The behavioral consequences of service quality, Journal of Marketing, vol. 60, pp Sivadas, Eugene & Jami L Baker-Prewitt., An Examination of the Relationship Between Service Quality, Customer Satisfaction, and Store loyalty. International Journal of Retail & Distribution Management, Volume 28 Number pp Chezy Offir and Itamar Simonson The Effect of Stating Expectations on Customer Satisfaction and Shopping Experience. Research paper No Stanford, Graduate School of Business. Rajagopal Measuring Customer Value and Market Dynamics for New Products of a Firm: An Analytical Construct for Gaining Competitive Advantage. Working Paper 01/ 2005, JEL Classification B 41, C13, C44, C 51, D11, m21, M31. Departement of Marketing Business Division, Monterrey Institute of Technology and Higher Education, Mexico City Campus, Mexico DF

6 6 Rajagopal Leisure Shopping Behaviour and Recreational Retailling: A Symbiotic Analysis of Marketplace Strategy and Consumer Response. Working Paper 06/2006, JEL Codes: C51, C91, D12, M31. Mexico City Campus, Mexico DF Verhoef, Peter C, The Joint Effect of Relationship Perceptions, Loyalty Program and Direct Mailings on Customer Share Development. ERIM Report Series Research In Management, Number of pages 54, Erasmus Research Institute of Management.

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