Berry, Leonard L., and A. Parasuraman, 1991, Marketing Services, Mac- millan Inc., Englinton Avenue East, New York.
Carpenter, Gregory S, Rashi Glazer, and Kent Nakamoto, 1997, Readings on Market Driving Strategies: Toward a New Theory of Competitive ad-...
Chisnall, Peter M., 1995, Strategic Business Marketing, 3rd Edition, Uni- versity Press, Cambridge.
Consuelo Sevilla, G, 1998, An Introduction to Research Methods, Rax Printing Company, New York.
D’Aveni, Richard A. and Robert Gunther, 1995. hypercompetitive Rival- ries: Competing In Highly Dynamic Environments. The Free Press, New...
Haksever, Cengiz, Berry Render, Roberta S Russell, and Robert G Mur- dick 2000, Service Management and Operation, Second Edition, Pren- tice-Hall...
Hawkin, Del I, Roger J .best, and Kenneth A.Coney, 2000, Consumer Be- havior, Building Marketing Strategy, Eighth Edition, McGraw-Hill, Unit-...
Heskett, James, L and W. Earl Sasser, JR, and Leornad A. Schlesinger, 1997, The Service Profit Chan, The Free Press, New York.
Hitt, Michael A., R. Duane Ireland, and Robert E. Hoskisson. 1995. Strategic Management: Competitive and Globalization. Fourth Edition, South-Western...
Horovitz, Jacques, in 2000, Seven Secrets of Service Strategy, Prentice-Hall, Harlow, England.
Howard, John A, 1994, Buyer Behavior in Marketing Strategy, Second Edition, Prentice-Hall International Editions, USA.
Kanuk, Lilian, and John Schiffman, 2000, Consumer Behavior, Eighth Edition, McGraw-Hill, United State.
Kotler, Philip and Keller 2006, Marketing Management, Prentice Hall International, Inc. A Division of Simon & Scuster, Englewood Cliffs,...
Kotler, Philip and Fox 2003, Marketing for Education, Prentice Hall Inter- national, Inc. A Division of Simon & Scuster, Englewood Cliffs,...
Kotler, Philip, 2003, Marketing Management: Analysis, Planning, Imple- mentation, and Control, Millennium Edition, Prentice Hall International,...
Kotler, Philip, 2003, Marketing Management: Analysis, Planning, Imple- mentation, and Control, Millennium Edition, Prentice Hall International,...
__________, 2001, A Framework for Marketing, Prentice Hall Interna- tional, Inc. Upper Saddle River, New Jersey, 07458.
Lohr, Sharon, L, 1999, Sampling: Design and Analysis, Duxbury Press, USA.
Lovelock, Christopher, H, and Lauren. K. Wright, 1999, Service Market- ing and Management, Prentice Hall International, Inc. New Jersey.
__________________ 2002, Service Marketing and Management, Pren- tice Hall International, Inc. New Jersey.
Low, Jimmy, 1994, Towards 2000, Impact Strategy: The Dynamics of Or- ganizational Renewal, Trans-Pacific Publishing House, USA.
Malhotra, Narest, K, 1999, Marketing Research, An Applied Orientation, International Edition, Prentice-Hall, USA.
Morrison, Alastair, M, 1996, Hospitality and Travel Marketing, Second Edition, Delmar Publishers, Washington.
P3B-Padjadjaran University, Tim, 2001 Customer Profile PT.Satelit Pal- apa Indonesia IDD 008, P3B-ubuntu.
Porter, Michael E. 1997. Competitive Strategy: Techniques for Analyzing Industrial and Competitors. The Free Press, A Division of Macmillan,...
Have now, Uma, 2000, Research Methods for Business, International Edi- tion, Prentice-Hall, USA.
Urban, Glen, L, and Steven H. Star, Advanced Marketing Strategy: Phe- nomena, Analysis, Decision, Prentice-Hall, Englewood, New Jersey 07...
Walker, Orville C., Harper W. Boyd, and Jean Claude Larreche 1999, mar- keting Strategy: Planning and Implementation, Third Edition, McGraw-...
