DAFTAR PUSTAKA. Ahmed, P., Rafiq, M. (2003). Internal Marketing Issues and Challenges. European Journal of Marketing, 37(9),

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1 DAFTAR PUSTAKA Aburoub, A. S., Hersh, A. M., Aladwan, K. (2011). Relationship between Internal Marketing and Service Quality with Customers Satisfaction. International Journal of Marketing Studies, 3(2), doi: /ijms.v3n2pl07 Abzari, M., Ghujali, T. (2011). Examining the Impact of Internal Marketing on Organizational Citizenship Behavior. International Journal of Marketing Studies, 3(4), doi: /ijms.v3n4p95 Ahmed, P., Rafiq, M. (2003). Internal Marketing Issues and Challenges. European Journal of Marketing, 37(9), Ahmed, P., Rafiq, M., Saad, N. (2002). Internal Marketing and The Mediating Role of Organisational Competencies. European Journal of Marketing, 37(9), Arikunto, S. (2013). Manajemen Penelitian (13th ed). Jakarta: PT. Rineka Cipta. Aryee, S., Wyatt, T., Min, M. (1991). Antecendents of Organizational Commitment and Turnover Intentions among Professional Accountants in Different Employment Settings in Singapore. Journal of Social Psychology, 131(4), Ayodeji, O., Michael, O., Tunde, E. (2011). Enhancing Employees Commitment to Organisation through Training. International Journal of Business and Management, 6 (7), Badan Pusat Statistik Kota Metro. (2012). Metro dalam Angka Metro: Percetakan Pelangi. Bar-Hayim, A., Berman, G.S. (1992). The Dimension of Organizational Commitment. Journal of Organizational Behaviour, 13, Bashir, S., Ramay, M., Jinnah, M. (2008). Determinants of Organizational Commitment A Study of Information Technology Professionals in Pakistan Sajid Bashir and Mohammad Ismail Ramay Mohammad Ali Jinnah University, Islamabad, Pakistan. Institute of Behavioral and Applied Management, Bell, S., Menguc, B., Stefani, S. (2004). When Customers Disapoint: A Model of Relational Internal Marketing and Customer Complaint. Journal of The Acaddemy of Marketing Science, 32(2),

2 Benson, G. S. (2006). Employee Development, Commitment and Intention to Turnover: A Test of Employability Policies in Action. Human Resource Management Journal, 16(2), doi: /j x Berry, L. (1981). The Employee as Customer. Journal of Retail Banking, 3, Berry, L., Parasuraman, A. (1991). Marketing Services Competing through Quality. Oxford: The Free Press. Chang, C. S., Chang, H. C. (2008). Perceptions of Internal Marketing and Organizational Commitment by Nurses. Journal of Advanced Nursing, 65(1)(11 August 2008), doi: /j x Chang, C.-S., Chang, H.-H. (2007). Effets of Internal Marketing on Nurse Job Satisfaction and Organizational Commitment: Example of Medical centers in Southern Taiwan. Journal of Nursing Research, 15, Chen, Z.X., Francesco, A.M. (2000). Employee Demography, Organizational Commitment, and Turnover Intentions in China: Do Cultural Differences Matter? Human Relations, 53, Coban, S., Percin, N. S. (2011). The Effects of factors of Internal Marketing on Components of Organizational Commitment in Four and Five Star Hotels Located in Cappadocia. e-journal of New World Sciences Academy, 6(2), Conduit, J., Mavondo, F. (2001). How Critical is Internal Customer Orientation to Market Orientation. Journal of Business Research, (January), Cresswell, J.W. (2001). Desain Penelitian: Pendekatan Kualitatif & Kuantitatif (terj). Jakarta:KIK Press Creswell, J.W., Plano Clark, V.L., (2007). Designing and Conducting Mixed Method Research, California: Sage Publications, Inc. Cullen, J.B., Parboteeah, K.P., Victor, B. (2003). The Effects of Ethical Climates on Organizational Commitment: A Two-Study Analysis. Journal of Business Ethics, 46, Dahlan, M. S. (2011). Statistik untuk Kedokteran dan Kesehatan (5th ed.). Jakarta: Salemba Medika. Djati, S.P., Khusaini, M. (2003). Kajian Terhadap Kepuasan Kompensasi, Komitmen Organisasi, dan Prestasi Kerja. Jurusan Ekonomi Manajemen,

3 Fakultas Ekonomi Universitas Kristen Petra. Retrieved from Foreman, S.K., Money, A.H. (1995). Internal Marketing: Concepts, Measurement, and Application. Journal of Marketing Management, 11, Gronroos, C. (1994). From Scientific Management to Service Management. International Journal of Service Industry Management, 5(25-20). Gilaninia, S., Taleghani, M., Babaei, M. (2013). Impact of Internal Marketing Components on Organizational Commitment of Banks Employees. Interdisciplinary Journal Of Contemporary Research In Business, 4(February), pp Gummeson, E. (2000). Internal Marketing in The Light of Relationship Marketing and Network Organizations,, in Varey, R.J. and Lewis, B.R. Internal Marketing: Directions for Management (pp ). New York: Routledge. Hay, M., Williamson, P. (1997). Good Strategy: The View from Below. Longe Range Planning, 30 (5), Iliopoulos, E., Priporas, C. (2011). The Effect of Internal Marketing on Job Satisfaction in Health Services: A Pilot Study in Public Hospitals in Northern Greece. BMC Health Services Research, 11, 261. Kotler, P. (2000). Marketing Management: Analysis, Planning, Implementation, and Control (10th ed.). New Jersey: Prentice-Hall, Englewood Cliffs. Kotler, P., Keller, K.L. (2006). Marketing Management. (12 ed). Upper Saddle River: Prentice Hall. Lawrence. (2001). Creating a New Sense of Purpose, Vision and Values. American Management Association International. Laschinger, H., Finnegan, J., Shamian, J. (2001). The Impact of Workplace Empowerment, Organizational Trust on Staff Nurses, Work Satisfaction, and Organizational Commitment. Health Care Management Review, 26, Lee, H., Kim, M., Yoon, J. (2011). Role of Internal Marketing, Organizational Commitment, and Job Stress in Discerning The Turnover Intention of Korean Nurses. Japan Journal of Nursing Science, 8, doi: /j x Li, C.C. Path Analysis- a Primer. Pacific Grove, CA: The Boxwod Press.

4 Lincoln, J., Kalleberg, A. (1990). Culture, Control and Commitment: A Study of Work Organization and Work Attitudes in The United States and Japan. New York: Cambridge University Press. Liou, S.-R. (2008). An Analysis of the Concept of Organizational Commitment. Journal Compilation of Nursing Forum, 43(July-September 2008), Longbottom, D., Osseo-Asare JR, A., Chourides, P., & Murphy, W. (2006). Real Quality: Does The Future of TQM Depend on Internal Marketing? Total Quality Management, 17(6), McNeese-Smith, D.K. (2001). Strengthen Organizational Commitment: Understanding The Concept as a Basis for Creating Effective Workforce Retention Strategies. Health Care Manager, 23, Meyer, J., Allen, N. (1997). Commitment in The Workplace: Theory, Research, and Application. California: Sage Publications. Mowday, R., Steers, R., Mowday, R. T. (1979). The Measurement of Organizational Commitment. Journal of Vocational Behavior, 14, Mowday, R. T. (1999). Reflections on The Study and Relevance of Organizational Commitment. Human Resources Management Review, 8(4), Nanus, B. (1997). Visionary Leadership: Creating a Compelling Sense of Direction for Your Organization. San Fransisco: Jossy-Boss Publishers. Nutt, P. C., Backoff, R.W. (1997). Crafting Vision. Journal of Management Inquiry, 6(4), O Driscoll, M. P., Randall, D. M. (1999). Perceived Organisational Support, Satisfaction with Rewards, and Employee Job Involvement and Organisational Commitment. Applied Psychology: An International Review, 48(2), doi: /j tb00058.x Oghojafor, B. E., Olayemi, O. O., Okonji, P. S. (2011). Enhancing Organization s Performance Through Effective Vision and Mission. Chinese Business Review, 10(November), Oxford Dictionaries. (2013). Retrieved from http/oxforddictionaries.com Paul, A.K, Anatharaman. (2004). Influence of HRM Practices on Organizational Commitment: A Study Among Software Professionals India. Human Resource Development Quarterly,15 (1),

5 Parasuraman, A., Zaithaml, V.A., Berry, L.L (1988). SERVQUAL: A Multipleitem Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), Ribhan. (2010). Pengaruh Job Satisfaction, Organizational Commitment terhadap Customers Satisfaction dengan Internal Marketing sebagai Variabel Mediasi (Studi pada Rumah Sakit Swasta di Bandar Lampung). Jurnal Bisnis dan Manajemen, 6(2), Richards, D. (2004). Art of Winning Commitment. American Management Association. Sastroasmoro, S., & Ismael, S. (2011). Dasar-dasar Metodologi Penelitian Klinis. (S. Sastroasmoro, Ed.) (Empat.). Jakarta: Sagung Seto. Sintani, L. (2009). Komitmen Manajemen, Pemasaran Internal, Kepuasan Kerja Karyawan, dan Perilaku Positif Karyawan dalam Mempengaruhi Kualitas Pelayanan Rumah Sakit (Studi pada Rumah Sakit Tipe B dan C di Kalimantan Tengah. Jurnal Aplikasi Manajemen, 7(November), Somunoglu, S., Erdem, E., & Erdem, U. (2012). Organizational Commitment in Healthcare Sector Workers: Sample of Denizli City. Journal of Society for Development in New Net Environment in B&H, 6(7), Steers, R. M. (1977). Antecendents and Outcomes of Organizational Commitment. Administrative Science Quarterly, 22, Sunyoto, D. (2012). Validitas dan Realibilitas. Yogyakarta: PT. Nuha Medika Susan K, F., Arthur H, M. (1995). Internal Marketing: Concepts, Measurement, and Application. Journal of Marketing Management, 11, Tansky, J. W., Cohen, D. J. (2001). The Relationship between Organizational Support, Employee Development, and Organizational Commitment: An Empirical Study. Human Resource Development Quarterly, 12(3), 285. doi: /hrdq.15 Tag-Eldeen, A., El-Said, O.A. (2011). Implementation of Internal Marketing on A Sample of Egyptian Five-star Hotels. Anatolia-An International Journal of Tourism and Hospitality Research, 22(2), pp Tsai, Y., Tang, T.-W. (2008). How to Improve Service Quality: Internal Marketing as A Determining Factor. Total Quality Management & Business Excellence, 19(11), doi: /

6 Tsai, Y., Wu, S.W. (2011). Using Internal Marketing to Improve Organizational Commitment and Service Quality. Journal of Advanced Nursing, 67 (12)(5 March 2011), doi: /j x Tsai, Y., Wu, S.-W., Chung, H.-J. (2010). The Practice of Internal marketing is Influence The Market Orientation and Innovation. Northeast Decision Sciences Institute Proceedings (pp ). Usta, R. (2009). The Moderator Effect of Organizational Commitment and Satisfaction on Relation Between Internal Marketing and Service Quality. Erciyes University Journal of Economics and Administrative Science, 34(July-December), Wang, L., Bishop, J.W., Chen, X., Scott, K.D. (2002). Collectivist Orientation as a Predictor of Affective Organizational Commitment: A Study conducted in China. The International Journal of Organizational Analysis, 10 (3), Wasti, S.A. (2003). Organizational Commitment, Turnover Intentions, and The Influence of Cultural Values. Journal of Occupational and Organizational Psychology, 76, YAKKUM. (2008). Pedoman Pengembangan Manajemen Sumber Daya Manusia (2nd ed). Karanganyar: YAKKUM.

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