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Soni Herdiana, 2015

PENGARUH SERVICE ENCOUNTER TERHADAP KEPUASAN TAMU DI HARRIS RESORT

WATERFRONT BATAM: Survey Pada Tamu Individu Mancanegara yang Menginap di HARRIS Resort Waterfront Batam

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

Agus Sulastiyono. (2006). Manajemen Penyelenggaraan Hotel. Bandung: Alfabeta.

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Ali Hasan. (2008). Marketing. Yogyakarta: Media Presindo.

Beatson, A., Lee, N. and Coote, L. (2007) Self-Service Technology and the Service Encounter, The Service Industries Journal, 27(1), pp.75-89.

Bernard T., Widjaja. (2009). Lifestyle Marketing Service: Paradigma Baru Pemasaran Bisnis Jasa & Lifestyle. Jakarta: Gramedia Pusaka Utama.

Breffni M. Noone., Sherly E. Kimes., & Jochen Wirtz. (Journal of Service

Management 2008), Perceived Service Encounter pace and Customer

Satisfaction (Study of restaurant experience). New York.

Bowie, David and Buttle, Francis. (2004). Hospitality Marketing: an Introduction.

Amsterdam: Elsevier.

Briggs, Susan M. (2001). Successful Tourism Marketing: A Practical Handbook 2nd Edition. Kogan Page, Ltd.

Chase, Richard. B., Aquiliano, Nicholas. J., & Jacobs, Robert. F. (2001).

Operations Management For Competitive Advantage, Illionis

Companies, New York.

Deborah Christine Widjaja, 2005. Managing Service Quality In Hospitality

Industry Through Managing The ‘Moment of Truth’: A Theoretical

Approach. http://.pulsi.petra.ac.id/journals/perhotelan.

Farida, Jasfar. (2009). Manajemen Jasa Pendekatan Terpadu. Bogor: Ghalia.

Fornell, C. (2010). A National Customer Satisfaction Varometer. The Swedish Experience. Journal of Marketing. 56, (1), pp 6-21

Glushko, Robert J. ([email protected]) University of California,

Berkeley (2009). Handbook of Service Science. New York: Springer

Haksever C., B. render, R. Russel and R.Murdick (2000). Service Management and Operations, Printce Hall.

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Soni Herdiana, 2015

PENGARUH SERVICE ENCOUNTER TERHADAP KEPUASAN TAMU DI HARRIS RESORT

WATERFRONT BATAM: Survey Pada Tamu Individu Mancanegara yang Menginap di HARRIS Resort Waterfront Batam

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

Husein Umar. (2009). Metode Riset. Jakarta: PT. Gramedia Pustaka Utama.

Hoffman, K. Doglas., dan Bateson, John E.G. (2011). Service Marketing: Concept, Strategies & Cases. South-Western College.

Irawan, Kono. (2010). Potensi Objek Wisata Air Terjun Serdang Seba gai Daya

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

Pendidikan Non Gelar Pariwisata. Universitas Sumatera Utara.

Jayawardhena, Chanaka, Souchon Anne L, Farrell Andrew M, dan Glanville Kate. (2007). Outcomes of Service Encounter Quality in a Business to Busines

Context. Journal of Industrial Marketing Management: Vol. 36.

Jayawardhena, Chanaka, (2010). The Impact of Service Quality in Service Evaluation: Evidence From a Business to Business Context. Journal of Business & Industrial Marketing. Vol. 25.

Juan-Yuan Lul, Chih-Yun Yang and Cheng-Jui Tseng. 2009. Push-Pull Interactive Model of Service Innovation Cycle: Under the Service Encounter framework. African Journal of Business Management Vol. 3 (9), pp.433-442.

Kotler, Philip., Bowen, J., & Makens, J. (2010). Marketing for Hospitality and Tourism, third edition. Uper Saddle River, NJ: Prentince Hall.

Kotler, Philip., & Amstrong, G. (2012). Principle of Marketing 14th Edition. New Jersey: Prentince Hall.

Kotler, Philip., & Keller, K. L. (2012). Marketing Management 14th Edition. New Jersey: Prentince Hall.

Lovelock, Christopher & Jochen Writz. (2011). Service Marketing People, Technology, Strategy 7th Edition. New Jersey USA: Pearson.

Maholtra, K. Naresh. (2009). Riset Pemasaran Pendekatan Terapan. Jilid I. Jakarta: PT. Indeks.

Malayu S.P Hasibuan. (2010). Organisasi dan Motivasi. Jakarta : Bumi Aksara.

McLeod. (2005). Adding Beauty to Your Business, December edition. Business Magazine.

Morrison, Alastair M. (2010). Hospitality and Travel Marketing 4th Edition. USA: Publishing as Delmar.

Nyoman S, Pendit. (2003). ILMU PARIWISATA (Sebuah Pengantar Perdana). Jakarta: PT. Pradnya Paramita.

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Soni Herdiana, 2015

PENGARUH SERVICE ENCOUNTER TERHADAP KEPUASAN TAMU DI HARRIS RESORT

WATERFRONT BATAM: Survey Pada Tamu Individu Mancanegara yang Menginap di HARRIS Resort Waterfront Batam

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

Peter, J., Paul., & Olson, Jerry, C. (2010). Consumer Behavior and Marketing Strategy 9th Edition. New York, USA: Mc Graw Hill.

Rangkuti, Freddy. (2006). Measuring Customer Satisfaction Teknik mengukur dan

strategi meningkatkan kepuasan Pelanggan plus Analisis Kasus PLN-JP.

Jakarta: Gramedia Pustaka Utama.

Rio Budi Prasadja Tan, Dipl. Tour M.A. (2009). Psikologi Pelayanan Jasa Hotel, Resto, dan Kafe. Jakarta: Erlangga.

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

Salomoson, N., & Lind, M. (2012). Using Pragmatic Concepts for Exploring Interactivity in Service Encounters: Systems, Signs & Actions An

International Journal on Information Technology, Action, Communication and Workpractices Vol. 6 (2012), http://www.sysiac.org/

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

Schiffman, L.G., & Kanuk, Lesley, L. (2007). Consumer Behavior. New Jersey: Perason Prentince Hall.

Schijns, J.M.C. (2003), “Loyalty and Satisfaction in Physical and Remote Service

Encounters”, proceedings of the DMEF Educator's Conference, October

12, 2003, Orlando, Fl. USA. Available at: http://www.the-dma.org/dmef/proceedings/2003/10_Schijns_ext_abs.pdf

Sekaran, Uma., & Roger, Bougie. (2013). Research Methods for Business : a Skill Building Approach, Sixth Edition. Wiley.

Sekaran, Uma. (2008). Research Methods For Business(Metodologi Penelitian untuk Bisnis). Jakarta: Salemba Empat.

Shanka, M.S. (2012). Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector. Journal of Business Administration and

Management Sciences Research. 1,(1),1-9.

Shimada, Satoshi. et al. (2011). Customer Satisfaction on Estimate of Queue Waiting Time in Service Delivery.

Singh, Harkiranpal. (2006). The Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention. Ucti Working Paper. 6, (6), 1-7.

Sudjana. (2002). Metode Statistika. Bandung: Tarsito.

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Sundaram, D., & Webster, C. (2000). “The role of nonverbal communication in

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Soni Herdiana, 2015

PENGARUH SERVICE ENCOUNTER TERHADAP KEPUASAN TAMU DI HARRIS RESORT

WATERFRONT BATAM: Survey Pada Tamu Individu Mancanegara yang Menginap di HARRIS Resort Waterfront Batam

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

Svensson, Goran. (2006). Sequential Service Quality in Service Encounter Chains case studies in the Swedish automotive and retail industries. Journal of Service Marketing.

Tabachnick, & Fidel. (2013). Using Multivariate Statistics, Sixth Edition. Boston: Pearson Education, Inc.

Tjiptono, Fandy. (2011). Pemasaran Jasa. Jawa Timur: Bayumedia Publishing.

Tjiptono, Fandy., & Gregorius, Chandra. (2011). Service, Quality, & Satisfaction.

Edisi Ketiga. Yogyakarta: ANDI.

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Undang-Undang RI No. 10 Tahun 2009 tentang Kepariwisataan.

Van Der Wagen, Lynn. (2004). Hospitality Management. Hospitality Press pty. Limited.

Vanesssa Gaffar. (2007). CRM dan MPR Hotel (Customer Relationship

Management and Marketing Public Relations). Bandung: Alfabeta.

Wahid Sulaiman. (2004). Analisis Regresi Menggunakan SPSS: Contoh Kasus

dan Pemecahannya. Yogyakarta: ANDI.

Walker, Orville. C., & Mullins, John. W. (2010). Marketing Strategy A Decision Focused Approach 7th Edition. International Edition. McGraw Hill.

Yun, H.L. (2011). The Impact of Service Encounters on Behavioral Intention to Online Hotel Reservation. Journal of American Academy of Business. Vol . 16.

Zeithaml V.A, M.J Bitner and D.D. Gremler, (2013). Service Marketing: Integrating Customer Focus Across the Firm, 6th Edition. New York: McGraw-Hill Companies, Inc.

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