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117

Mokhamad Zorgy Fhasa Perdana, 2016

Pengaruh Customer Orientation of Service Employee Melalui Program “Wow 5ervice” Terhadap Customer Retention di Hotel Gino Feruci Kebonjati Bandung

Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

DAFTAR PUSTAKA

Abdul Alem Mohammad, Basri bin Rashid dan Saharuddin bin Tahir. 2013.

Assessing the influence of customer relationship management (CRM)

dimensions on organization performance An emperical study in the hotel

industry. Journal of Hospitality and Tourism Technology Vol. 4. Pp

228-247.

Abdullah, Abdul Aziz dan Hamdan Mohd Hairil. 2012. Internal Success Factor of

Hotel Occupancy Rate. International Journal of Business and Social

Science. pp 199-218.

Ahmad A. Al-Tit. 2015. The Effect of Service and Food Quality on Customer

Satisfaction and Hence Customer Retention. Asian Social Science; Vol. 11.

pp 129-139.

Anahita Naderian, Rohaizat Baharun. 2015. The Role Of Service Quality And

Relationship Marketing In Hospitality Industry. International Journal of

Economics, Commerce and Management. Pp 1 -15.

Arikunto, Suharsimi. 2009. Prosedur Penelitian Suatu pendekatan praktek.

Jakarta: Rineka Cipta.

Arikunto, Suharsimi. 2010. Prosedur Penelitian : Suatu Pendekatan Praktik Edisi

Revisi 2010. Jakarta : Rineka Cipta.

Cranage, D. 2004. “Plan to Do It right: And Plan for Recovery”. International

Journal of Contemporary Hospitality Management, Vol. 16 No. 4, pp.

210-219.

Deloitte Customer Loyality in the Hotel Industry (Traveler Survey Findings)

January 2013

D. J. Petzer, T. F. J. Steyn and P. G. Mostert. 2009. Customer retention practices

of small, medium and large hotels In South Africa: An exploratory study.

African Journal of Marketing Management Vol. 1(1). pp 32-42.

Don Jyh-Fu Jeng, Thomas Bailey. 2012. Assessing customer retention strategies

in mobile telecommunications Hybrid MCDM approach. Management

Decision Vol. 50. pp 1570-1595

Dutka, Alan. 2008. AMA Hand Book for Customer Satisfaction. NTC Business

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118

Mokhamad Zorgy Fhasa Perdana, 2016

Pengaruh Customer Orientation of Service Employee Melalui Program “Wow 5ervice” Terhadap Customer Retention di Hotel Gino Feruci Kebonjati Bandung

Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

Gazzoli, Gabriel., Hancer, Murat., Kim, Beom Cheol. 2013. Explaining Why

Employee-Customer Orientation Influences Customers’ Perceptions Of The

Service Encounter. Journal of Service Management Vol. 24 No. 4. Pp . Pp

82-400

Gengeswari K, Padmashantini P, Sharmeela-Banu SA. 2013. Impact of Customer

Retention Practices on Firm Performance. International Journal of

Academic Research in Business and Social Sciences. pp 68-84.

Hadinoto, Kusudianto. 1996. Perencanaan Pengembangan Destinasi Pariwisata.

Jakarta: UI Press.

Hennig-Thurau,Thorsten. 2004. Customer orientation of service employees Its

impact on customer satisfaction, commitment, and retention. International

Journal of Service Industry Management. pp 460-478.

Irawan, Kono. 2010. Potensi Objek Wisata Air Terjun Serdang Sebagai Daya

Tarik Wisata di Kabupaten Labuhan Batu Utara. Kertas Karya. Program

Pendidikan Non Gelar Pariwisata. Universitas Sumatera Utara.

Istijanto. 2009. Aplikasi Praktis Riset Pemasaran-Cara Praktis Meneliti

Konsumen dan Pesaing. Jakarta : PT Gramedia Pustaka Utama.

Kotller, Philip dan Keller Kevin Lane. 2016. Marketing Management 15 ed

Global Edition. Pearson Education

Kulcsár, Erika. 2011. Considerations On Tourist Marketing Theory And Practice

In Romania. Journal of tourism.

Lawson, Fred (1976). Hotels, Motels and Condominiums:Design, Planning and

Maintenance.

Li Li, Shen mei Yuan, Nan Jiang. 2014. An Analysis Of The Influencing Factors

Of Customer Retention In Tourism Resort Industry: A Case Study Of

Lingnan Impression Park, Guangzhou, China. Eurasian Journal of Business

and Management. pp 1-13

Malhotra, Naresh K dan David F. Briks. 2007. Marketing Research : An Applied

Approach. England : Peason Education Limited.

Malhotra, Narkesh K. 2009. Riset Pemasaran, Penerapan Terapan. Jakarta: Salim.

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119

Mokhamad Zorgy Fhasa Perdana, 2016

Pengaruh Customer Orientation of Service Employee Melalui Program “Wow 5ervice” Terhadap Customer Retention di Hotel Gino Feruci Kebonjati Bandung

Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

Monireh Raie, Asadollah Khadivi PhD, Reza Khdaie PhD. 2014. THE Effect Of

Employees’ Customer Orientation, Customer’s Satisfaction And Commitment On Customer’s Sustainability. Arabian Journal of Business and Management Review (OMAN Chapter) Vol. 4. pp 109-121.

Mowen, J. C., & Minor, M. 2002. Perilaku konsumen jilid 1. Edisi Indonesia.

Jakarta: PT Penerbit Erlangga.

Nasution, M.N. 2007. Manajemen Mutu Terpadu (Total Quality Management)

Edisi Kedua. Ghalia Indonesia, Bogor.

Oka, A, Yoeti. (1996) Pemasaran Pariwisata. Angkasa: Bandung.

Philip R Kotler, Jhon T Bowen, James Makens (2014) . Marketing for Hospitality

and Tourism. Pearson.

Salah, Wahab. 2006. Manajemen Kepariwisataan. Jakarta: PT. Pradnya Paramita

Sanusi, Anwar. 2012. Metodologi Penelitian Bisnis. Jakarta: Salemba Empat

Sekaran, Uma. 2013. Research Methods for Business. Jakarta: Salemba Empat

Silalahi, Uber 2012. Metodologi Penelitian Sosial. Jakarta: PT Refika Aditama

Sugiyono, 2013. Metode Penelitian Kualitatif, Kuantitatif, dan R&D. Bandung:

Alfabeta.

,2010. Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung:

Alfabeta.

Sugiyono. 2012. Memahami Penelitian Kualitatif. Bandung : Alfabeta

Suwantoro, G. 2004. Dasar-dasar Pariwisata. Yogyakarta: Andi.

Syaqirah, Nurul dan Putra Faizurrahman. 2013. Managing Customer Retention of

Hotel Industry in Malaysia. Social and Behavioral Sciences. pp 379-389..

Yoeti, Oka A. 1993. Pengantar Ilmu Pariwisata. Bandung: Angkasa

Yoeti, Oka A. 2006. Tours and Travel Marketing. Jakarta: PT. Pradnya Paramita

Lembaga

AHMA (American Hotel and Motel Association)

http://jabar.bps.go.id, Badan Pusat Statistik Jawa Barat

UNWTO (United Nation World Tourism Organization)

Front Office Department Hotel Gino Feruci Kebonjati Bandung

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Mokhamad Zorgy Fhasa Perdana, 2016

Pengaruh Customer Orientation of Service Employee Melalui Program “Wow 5ervice” Terhadap Customer Retention di Hotel Gino Feruci Kebonjati Bandung

Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

Undang-Undang Republik Indonesia No 10 Tahun 2009 Tentang Kepariwisataan

Direktorat Jendral Pariwisata

Website Resmi

www.cnnindonesia.com

http://traveltourismindonesia.com

www.republika.co.id

properti.kompas.com

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