61
DAFTAR PUSTAKA
Bone, Paula Fitzerald, (1995), “Word of Mouth Effects on Short term and Long term Product Judgements”, Journal Business Reseach. Boulding, W. , Kalra, A. , Staelin, R. and Zeitharal, V.A. (1993), “A dynamic process model of service quality: from expectations to behavioral intentions”, Journal of Marketing Research, Vol. 30.
Dodds, William B; Monroe, Kent B; Grewal, Dhruv, (1991), “Effects of Price, Brand, AndStoree Information on Buyers Product Evaluations”, Jurnal of Marketing research.
Gauri. K, Bhatnagar and Rao (2008). “Role of Word of Mouth in Online Store Loyalty”, Communication of The ACM, Vol 51, No 3.
Griffin, Jill (2005), Customer Loyalty :Menumbuhkan dan mempertahankan Pelanggan, Erlangga, Jakarta.
Gwinner, Kevin P., Dwayne D Gremler and Marry Jo Bitner, (1998), “Relational Benefits In Services Industries: The Customer’s Perspective”, Journal of The Academy of Marketing Science.
Hair, Joseph F., Jr; Black, William C; Babin, Barry J; Anderson, Rolph E; Tatham, Ronald L, (2006). Multivariate Data Analysis (6th ed.). Upper Saddle River, New Jersey: Prantice Hall, Inc. 2006. Harrison, L. Jean -Walker, (2001), “The Measurement Of Word Of
Mouth Communication And An Investigation Of Service Quality And Customer Commitment As Potential Antecedents”, Journal of Service Research,
Hermawan Kartajaya, (2006), Hermawan Kartajaya Seri 9 Elemen Marketing on Service, Markplus& Co
Indriani, Istri dan Nurcaya (2015), “Pengaruh Kualitas Pelayananan Terhadap Word of Mouth yang Dimediasi oleh Kepercayaan Pelanggan pada PT. Auto Bagus Rent A Car Denpasar, Jurnal Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Udayana Bali, Indonesia
62
Khan, Saba Anwar, Ramzan,Shoaib, Mohyuddin, (2015), “Impact of Word of Mouth on Consumer Purchase Intention”, Journal institute of Business and Management.”, University of Enginnering and Technology, Lathore, Pakistan.
Wahyuni, Sri, Fitriani, Nainggolan, (2016), “Does Service Quality of Customer Support Influence Customer Satisfaction and Word of
Mouth ?: A Case At PT AMADEUS INDONESIA”, International
Journal of Advance Research.
Kotler, (2002). Manajemen Pemasaran. Edisi Milenium. Jakarta: PT. Prenhallindo
Kotler and Keller (2009). Manjaemen Pemasaran. Edisi Ketiga Belas, Jilid Satu, Penerbit Erlangga , Jakarta.
Kotler, Philip dan Gary Armstrong. (2008). Prinsip-prinsip Pemasaran. (Terjemahan, Edisi ke-12 jilid 1). Jakarta: PT Penerbit Erlangga
Lovelock, Christopher H dan Wright, Lauren K. 2005. Manajemen Pemasaran Jasa. Jakarta: PT. Indeks Kelompok Gramedia
Lovelock. CH (2001), Service Marketing, People, Technology, Strategy 4th ed,Prentice Hall Upper Sadle River, NJ
Machfudz, Masyhuri, (2014), Metodelogi Penelitian Ekonomi, GENIUS MEDIA, Malang.
Malhotra, Netra K (2005). Riset Pemasaran. Edisi Keempat. Jakarta : Indeks
Mulyadi, (2007), “Efektifitas Word of Mouth”. Marketing 03/VII/Maret, 53-54
Money, Gilly and Graham, (1998), “Explorations of National Culture and Word of Mouth Referral behavior in The Purchase of Industrial Services in the United States and Japan”, Journal of Marketing.
Nikookar Gholamhossein, Elnaz, Samira, and Reza (2015), “Investigating Influential Factors on Word of Mouth in Service Industries: The case of Iran Airline Compan”, Journal Social and behavioral Sciences, Department of Management, University of Imam Hossein, Tehran, Iran.
63
Loyalty in Uganda Mobile Telecommunication Industry”, African Journal of Business Management, Faculty of Marketing of Hospitality, Markere University Business School, Uganda.
Nugraha, Ajie , Suharyono dan Andriani Kusumawati (2015), “Pengaruh Word of Mouth Terhadap Keputusan Pembelian dan Kepuasan Konsumen : studi pada konsumen Kober Mie Setan”, Jurnal Administrasi Bisnis, Fakultas Ilmu Administrasi Universitas Brawijaya Malang.
Oei, Istijanto (2010), Riset sumber daya manusia, PT. Gramedia Pustaka Utama, Jakarta.
Parasuraman, A, Berry,LL dan Zeithamil, VA (1990), “An Empirical Examination Of Relationships In An Extended Servicequality Model Report”, Marketing Sciences Institute, Camberige, MA. Parasuraman, A (2002), service quality, coral Gables : University of
Miami, Library assessment and Benchmarking Institute Monetery.
Peter, J. Paul dan Jerry C. Olson (2000), Consumer Behaviour : Perilaku Konsumen dan strategi Pemasaran, Erlangga, Jakarta. Pranastiti, Widya (2012), “Hubungan Antara Kualitas Produk dan
Kepuasan Konsumen dengan Word of Mouth Communication pada Mahasiswa Pengguna Blackberry di Universitas Surabaya”, Jurnal Ilmiah Mahasiswa Universitas Surabaya, Fakultas Psikologi, Universitas Surabaya.
Riduwan dan Kuncoro, Engkos Achmad. 2011. Cara Menggunakan dan Memaknai Analisis Jalur (Path Analysis). Bandung: Alfabeta
Sangadji dan Sopiah (2013), Perilaku Konsumen, C.V ANDI OFFSET, Yogyakarta.
Sarwono, Jonathan, (2011), “Mengenal path analysis: sejarah, pengertian dan aplikasi”. Jurnal Ilmiah Manajemen Bisnis, Vol 11, 285-296.
Soeratno dan Arsyad (1999), Metodelogi Penelitian untuk Ekonomi dan Bisnis, UPP AMP YKPN, Yogyakarta
64
Integration Of Benefits And Relationship Quality”, Journal of Service Research.
Tjiptono, Fandy dan Gregorius Chandra (2007). Service Quality and Satisfaction (edisi 2),CV ANDI, Yogyakarta
Utami, Mira Maulani dan Ayu Noviani Hanum, (2010), “Analisis faktor faktor yang mempengaruhi word of mouth mahasiswa
UNIMUS”. Jurnal unimus
Wirtz and Chew, (2002), “The Effects of Incentives, Deal Proneness, Satisfaction and Tie Strength on Word of Mouth Behaviour”, International Journal of Service Industry Management.