Contoh Tesis Program Magister Manajemen DAFTAR PUSTAKA

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 Bateson, John. E. G, Managing Service Marketing : Text and

Readings, 2nd_{ed. The Dryden Press. 1992.}

 Berry, Leonard., and A. Parasuraman, Marketing Services: Competing

Through Quality, The Free Press. 1991.

 Chun Li,Ching,1975, Path Analisys, a Primer, The Boxwood Press,

California.

 Cooper, Donald R., and C. William Emory, Business Research

Methods, 5th_{ed., Irwin. 1995.}

 Fitzsimmons, James A., Mona J. Fitzsimmons, Service Management

for Competitive Advantage, McGraw-Hill International Edition. 1994.

 Goncalves,Karen P, 1998, Service Marketing, A Strategic Approach,

Prentice Hall, Inc, New Jersey 07458.

 Gronroos, Christian, Service Management and Marketing Managing

the Moment of Truth in Service Competition, Lexington Books. 1990.

 Griffin, Jill, 1995, Customers Loyalty : How To Earn It, How To Keep It,

Lexington Books, 1230 Avenue of Americas, New York, USA.

 Husein, Umar, 1998, Riset Sumber Daya Manusia Dalam Organisasi,

PT. Gramedia Pustaka Utama, Jakarta.

 Jennie Siat, 1997, Mass Marketing dan Customer-Centered : Sebuah

Dikotonomi Untuk Mencapai Customer Loyalty, Usahawan No. 03 Th. XXVI.

 Kotler, Phillip, 1991, Marketing Management : Analysis, Planning,

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 Kotler, Phillip, 1997, Manajemen Pemasaran Analisis,

Perencanaan,Implementasi dan Kontrol, 9th_{Edition, PT. Prenhallindo,}

Jakarta.

 Lovelock, Christopher H., Managing Service: Marketing, Operations

and Human Resources, Prentice-Hall International Edition. 1988.

 Lovelock, Christopher, H., 1991, Service Marketing, Second Ed,

Prentice Hall International Inc., New Jersey.

 Lovelock, Christopher, H., 1996, Service Marketing, Third Ed, Prentice

Hall International Inc., USA.

 Lovelock, Christopher, H, 2001, Service Marketing, Fourth Ed, Prentice

Hall International Inc., USA.

 Lovelock, Christopher, H. and Wright Lauren,K., 1999, Principle of

Service Marketing and Management, Prentice Hall International Inc., USA.

 Schiffman, Leon G., and Leslie Lazar Kanuk, Consumer Behavior, 7th

ed. Prentice-Hall. 2000.

 Sekaran, Uma, Research Method for Business: A Skill Building

Approach, 3rd_{ed., John Willey & Sons. 2000}

 Sitepu, Nirwana, SK. 1994, Analisis Jalur, Unit Pelayanan Statistika

Jurusan Statistika, FMIPA, UNPAD, Bandung.

 Stanton, William J., Michael J. Etzel., E. Walker., 1991, Fundamentals

of Marketing, 6th_{Edition, McGraw-Hill Inc, USA.}

 Zeithaml, Valerie A., A. Parasuraman., and Leonard L. Berry,

Delivering Quality Service : Balancing Perceptions and Expectations, 1990. The Free Press.

 Zeithaml, Valerie A.,dan Bitner, Mary Jo, 1996, Service Marketing,