“Marketing Research: An Applied Orientation”. “Services Marketing, People, Technology, Strategy”. Advances in Services Marketing and Management. “The Nature of Customer Relationship in Services”, in Swartz, T.A. Lee, Betty Kaman 2004, “Corporate Image Examined in a Chiriese-Based Context”, Journal of Public Relations Research, pp.1-34. “ Manajemen Pemasaran: Analisis, Perencanaan, Implementasi dan Pengendalian”. The British Journal for the Philosophy of Science. “Dynamics in Action: Intentional Behavior as a Complex System”. 2001, “The Evolution and Future of National Customer Satisfaction Index Models”. Johnson, Michael D., Gustafsson, Anders, Andreassen, Tor Wallin, Lervik, Line and Cha, Jaesung. “Value-driven relational marketing: from products to resources and competencies”. 1998a, “The effect of store name, brand name and Price discounts on consumers’ evaluations and purchase intentions”. Grewal, D., Krishnan, R, Baker, J., Borin, N. Journal of Personal Selling and Sales Management. “The Effect of Salesforce Behavior on Customer Satisfaction: an Interactive Framework”. “Comparing Consumers Recall of Prepurchase and Postpurchase Product Evaluation Experinces”. “Managing Quality: An Integrative Approach”.
![referensi buku manajemen pemasaran referensi buku manajemen pemasaran](https://www.guepedia.com/uploads/file_cover/d35add49ad30c0075d0fe5122b265daa.jpg)
“Exploring the Phenomenon of Customers Desired Value Change in a Business to Business Context”. Structural Equation Modeling Dalam Penelitian Manajemen. “Reality or Perception? The Effect of Actual and Perceived Performance on Satisfaction and Behavioral Intention”. 30 (February 1993), 7-27īurton, Suzan, Simon Sheater and John Roberts. “A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intention”. 25, December.īoulding, William, Ajay Kalra, Richard Staelin, and Valarie A Zeithaml. Payne 1998, “Constructive Consumer Choice Processes”, Journal of Consumer Research, vol. Singapore: Mc Graw-Hill International Editions.īettman, James R., Mary Frances Luce, and John W. “Human Resources Management: An Experiential Approach”. Athens University of Economics and Business, Greece.īernardin, H. “Behavioral Responses to Customer Satisfaction: An Empirical Study”. This finding reminded an important empirical evidence on the development of customer behavior theories and practices.Īthanassopoulos, Antreas, Spiros Gounaris, and Vlassis Stathakopoulos. Therefore, out of nine hypotheses proposed, only one hypothesis was rejected, which was the significant effect of company image on repurchase intention.
![referensi buku manajemen pemasaran referensi buku manajemen pemasaran](https://image.slidesharecdn.com/bukureferensi-variablebidangmanajem-180428161827/95/buku-referensi-teori-dan-variable-di-bidang-manajemen-pemasaran-14-638.jpg)
However, company image had insignificant effects on repurchase intention. Customer satisfaction also had a significant effect on repurchase intention. The result of this study proved that product, service as well as human resource performances had positive and significant effects on company image as well as on customer satisfaction.
![referensi buku manajemen pemasaran referensi buku manajemen pemasaran](https://penerbitbukudeepublish.com/wp-content/uploads/2020/10/ruang-lingkup-manajemen-personalia-768x545.jpg)
The data were collected in 2004 using questionnaires and analyzed using Structural Equation Modelling (SEM). 115 customers from 245 customers of six branch offices of PT Asuransi Jiwasraya Surabaya Region were selected as respondents, using simple random sampling technique and participated in this study.
![referensi buku manajemen pemasaran referensi buku manajemen pemasaran](https://penerbitbukudeepublish.com/wp-content/uploads/2020/12/Manajemen-Pemasaran-UMKM_Miguna-Astuti-Convert-depan-scaled-600x909.jpg)
The objectives of this study are to examine the effects of product, service and human resource performances on repurchasing intention through company image and customer satisfaction of PT Asuransi Jiwasraya. Product performance, service performance, human resource performance, company image, customer satisfaction, repurchase intention Abstrak Fakultas Ekonomi Universitas 17 Agustus 1945 (UNTAG) Surabaya