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    S2 2015 343699 Bibliography

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    Gilang Nugraha
    The document contains a list of references (daftar pustaka) from various sources that relate to topics like customer relationship management, marketing, research methods, qualitative research, data analysis, organizational behavior, and more. There are over 50 references listed from journal articles, books, websites, and other sources published between 1978-2014. The references are listed in alphabetical order by author's last name and provide information like title, publication details, and access dates for digital sources.

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    S2 2015 343699 Bibliography

    Uploaded by

    Gilang Nugraha
    24 views3 pages
    The document contains a list of references (daftar pustaka) from various sources that relate to topics like customer relationship management, marketing, research methods, qualitative research, data analysis, organizational behavior, and more. There are over 50 references listed from journal articles, books, websites, and other sources published between 1978-2014. The references are listed in alphabetical order by author's last name and provide information like title, publication details, and access dates for digital sources.

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    The document contains a list of references (daftar pustaka) from various sources that relate to topics like customer relationship management, marketing, research methods, qualitative research, data analysis, organizational behavior, and more. There are over 50 references listed from journal articles, books, websites, and other sources published between 1978-2014. The references are listed in alphabetical order by author's last name and provide information like title, publication details, and access dates for digital sources.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    24 views3 pages

    S2 2015 343699 Bibliography

    Uploaded by

    Gilang Nugraha
    The document contains a list of references (daftar pustaka) from various sources that relate to topics like customer relationship management, marketing, research methods, qualitative research, data analysis, organizational behavior, and more. There are over 50 references listed from journal articles, books, websites, and other sources published between 1978-2014. The references are listed in alphabetical order by author's last name and provide information like title, publication details, and access dates for digital sources.

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    DAFTAR PUSTAKA

    Buttle, Francis. 2007. Customer Relationship Management Concept and Tools.


    (Arief Subiyanto, Trans). Oxford: Elsevier.

    Chen, J.I. and Popovich, K. 2003. “Understanding Customer Relationship


    Management (CRM): People, Process, and Technology.” Business
    Process Management Journal, Vol.9, No. 5: 672-688.

    Cooper, Donald R. and Pamela S. Schindler. 2014. Business Research Methods 12th
    Edition. New York: McGraw-Hill.

    Coviello, Nicole E. & Brodie, Roderick J. 2001. “Contemporary Marketing


    Practices of Consumer and Business-to-business firms: How Different are
    They?.” The Journal Of Business & Industrial Marketing, Vol.16, No. 5:
    382-400.

    Denzin, N.K. 1978. The Research Act : A Theoretical Introduction In Sociological


    Methods. New York: McGraw-Hill.

    Garuda Indonesia Cargo. 2014. Garuda Market Share Oktober 2014. Jakarta:
    Strategic & Finance Garuda Indonesia Cargo.

    Ghodeswar, B.M. 2001. “Winning Markets Through Effective Customer


    Relationship Management”. In sheth, J.N., Parvatiyar, A. and Shainesh, G.
    (Eds), Customer Relationship Management: Emerging Concept, Tools,
    and Applications. New Delhi: Tata McGraw-Hill.

    Hart, C.W. 1995. “Mass Communication: Conceptual Underpinnings,


    Opportunities and Limits”. International Journal of Service Industri
    Management, Vol.6, No.2: 36-45.

    Hoffman, T. And Kashmeri, S. 2000. “Coding The Customer”. Computerworld,


    Vol. 34, No.50: 58-60.

    Iacovou, C.L., Benbasat, and Dexter. 1995. “Electronic data interchange and
    small organizations: Adoption and impact of technology.” MIS
    Quarterly, Vol.19, No. 4: 465-485.

    International Air Transport Association (IATA). 2014. Airline Business


    Confidence Index. Diakses pada 21 November 2014 dari
    http://www.iata.org/whatwedo/Documents/economics/BCS_October_14.
    pdf.

    Jones and Jennifer. 2010. Understanding and Managing Organizational


    Behavior. 5th edition. New Jersey: Pierson Education.

    106
    Kumar, C., Reinartz, W. 2006. Customer Relationship Management:
    A Database Approach. New York: John Wiley.

    Kotler, P. and G. Armstrong. 2004. Principles of Marketing 10th Edition. Prentice


    Hall: New Jersey.

    Marshall, Catherine & Rossman. 1995. Designing Qualitative Research. Berverly


    Hills: Sage Publications.

    Miles, B. Mathew dan Michael Huberman. 1992. Analisis Data Kualitatif Buku
    Sumber Tentang Metode-metode Baru. (Tjetjep Rohendi Rohidi,
    Trans). Jakarta: UI Press

    Moleong, L. J. 2004. Metodologi Penelitian Kualitatif. Bandung: PT Remaja


    Rosdakarya.

    Nasution, S. 2003. Metode Penelitian Naturalistik Inkuiri. Bandung: Tarsito.


    .
    Patton, Michael Quinn. 1987. Qualitative Evaluation Method. Berverly Hills: Sage
    Publications.

    Payne, A. 2000. Customer Relationship Management. The CRM Forum. Diakses


    pada 23 November 2014 dari http://www.crm-forum.com.

    Peppers, Don and Martha Rogers. 2004. Managing Customer Relationships: A


    Strategic Framework. New Jersey: John Wiley & Sons, Inc.

    Poerwandari, E.K. 2007. Pendekatan Kualitatif untuk penelitian


    perilaku manusia. Jakarta: Lembaga Pengembangan Sarana
    Pengukuran dan pendidikan Psikologi Fakultas Psikologi Universitas
    Indonesia.

    Rajamma, Rajasree K. & Zolfagharian, Mohammad Ali. 2011. “Dimensions


    and Outcomes of B2B relational exchange: a meta-analysis.” Journal
    of Business & Industrial Marketing, Vol. 26, No.2: 104-114.

    Reichheld, FF. 1996. The Loyalty Effect, Boston Massachusetts: Harvard Business
    School Press.

    Ryals, L. And Knox, S. 2001. “Cross-Functional Issues In The Implementation of


    Relationship Marketing Through Customer Relationship Management”.
    European Management Journal. Vol. 19, No.5: 534-42.

    Schiffman, Leon G & L.L. Kanuk. 2008. 7th Edition. Consumer Behavior.
    New Jersey: Prentice Hall, Inc.
    107
    Sheth, J.N. and Sisodia, R.S. 2002. “ Marketing Productivity: Issues and Analysis”.
    Journal of Business Research. Vol. 55, No.5: 349-62.

    Sin, Leo Y.M and Alan C.B. Tse 2005. “ CRM : Conceptualization and scale
    development.” European Journal of Marketing, Vol.39, No.11/12: 1264-
    1290.
    Silalahi, Ulber. 2009. Metode dan Metodologi Penelitian. Bandung: Bina Budaya.

    Tunggal, Amin. 2000. Auditing Suatu Pengantar. Rineka Cipta: Jakarta.

    Sumber lain:

    Salinan lampiran surat keputusan JKTDI/SKEP/50015/13 tanggal 11 Maret 2013


    perihal Struktur SBU Garuda Cargo PT Garuda Indonesia (Persero) Tbk.

    108

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