177 DAFTAR PUSTAKA Adianti, Elsi. 2011. Pengaruh Penerapan Customer Relationship Management pada Kepuasan dan Loyalitas Pelanggan PT. Teledata Indonesia. Tesis Magister Manajemen Universitas Gadjah Mada. Bitner, Mary Jo. 2002. Evaluating Service Encounters : The Effect of Physical Surroundings and Employee Responses. Journal of Marketing, Vol 1.1 April P.35. Buttle, Francis . 2004 . Customer Relationship Management Concept and Tools . Jakarta: Bayumedia Publishing. Christopher, Martin, Payne A. dan Ballantyne. 2000. Relationship Marketing : Bringing Quality, Customer Service and Marketing Together. Butterworth- Heinemann Ltd :Oxford. Cooper, Donald R. dan Schindler, Pamela S. 2006. Marketing Research. McGraw- Hill Irwin. Dillon, William R. and Matthew Goldstein. 1984. Multivariate Analysis: Methods and Applications. New York: Wiley. Erkrem, Erdogan. 2007. The Effect of Marketing Mid on Positif Word of Mouth Communication : Evidence from Accounting Office in Turkey. Journal of Innovative Marketing, Vol. 3. Maret p 69-82. Ferdinand, A. 2002. Structural Equation Modeling dalam Penelitian Manajemen, Edisi Kedua. Semarang : B.P. UNDIP.
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177
DAFTAR PUSTAKA
Adianti, Elsi. 2011. Pengaruh Penerapan Customer Relationship Management pada
Kepuasan dan Loyalitas Pelanggan PT. Teledata Indonesia. Tesis Magister
Manajemen Universitas Gadjah Mada.
Bitner, Mary Jo. 2002. Evaluating Service Encounters : The Effect of Physical
Surroundings and Employee Responses. Journal of Marketing, Vol 1.1 April
P.35.
Buttle, Francis . 2004 . Customer Relationship Management Concept and Tools .
Jakarta: Bayumedia Publishing.
Christopher, Martin, Payne A. dan Ballantyne. 2000. Relationship Marketing :
Bringing Quality, Customer Service and Marketing Together. Butterworth-
Heinemann Ltd :Oxford.
Cooper, Donald R. dan Schindler, Pamela S. 2006. Marketing Research. McGraw-
Hill Irwin.
Dillon, William R. and Matthew Goldstein. 1984. Multivariate Analysis: Methods
and Applications. New York: Wiley.
Erkrem, Erdogan. 2007. The Effect of Marketing Mid on Positif Word of Mouth
Communication : Evidence from Accounting Office in Turkey. Journal of
Innovative Marketing, Vol. 3. Maret p 69-82.
Ferdinand, A. 2002. Structural Equation Modeling dalam Penelitian Manajemen,
Edisi Kedua. Semarang : B.P. UNDIP.
178
Fornell, Claes and David F. Larker. 1981. Evaluating Structural Equation Models
with Unobservable Variables and Measurement Error. Journal of Marketing
Research 18 February, 39-50.
Ghazali, Imam. 2004. Model Persamaan Struktural : Konsep dan Aplikasi Dengan
Program AMOS 19.0. Semarang: Badan Penerbit Universitas Diponegoro.
Griffin, J. 2005. Customer Loyalty. Lexington Book. New York.