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Page 1: DAFTAR PUSTAKA - eprints.umk.ac.id · Gitagnon, Hubert, and Jean-March Xuereb 1997. "Strategic Orientation of the Firm and New Product Peifdrmanbe". Jounal of Marketing Research

120

DAFTAR PUSTAKA

Aheame Michael, Douglas E. Hughes. Niels Schillewaert. 2007. "Why sales reps should welcome information technology: Measuring the impact of CRM-based IT on sales effectiveness". Intern. J. of Research in Marketing 24 336-349.

Ahearne, Michael, Narasimhan Srinivasan, and Luke Weinstein. 2004. "Effect of Technology on Sales Performance: Progressing from Technology Acceptance to Technology Usage and Consequence". Journal of Personal Selling and Sales Management, 24, 4 Fall, 297-310.

Anderson, S. 2006. "Sanity check", Destination CRM, Viewpoint, available at: www. Destinationcrm. com.

Anton, J. 1996. Customer Relationship Management, Prentice Hall, New York, NY.

Anton, J. and Hoek, M. 2002. e-Businees Customer Service, The Anton Perss, Santa monica, CA.

Anthanassopoulus, Antreas, Spiros Gaounaris and Viassis Stathakoulos 2001. "Behavioral Responses to Customer Satisfaction: An Empirical Study". European Journal of Marketing. Vol 35. No 5/6 pp 687-707.

Arbuckle, JL. And Wonthke, W. 1999. AMOS 4, 01 User's Guide. Chicago: Smallwaters Corporation.

Arikunto, S. 2006. Prosedur Penelitian Suatu Pendekatan Praktek, Edisi revisi VI. Rineka Cipta, Jakarta.

Aron O’Cass and Liem Ngo. 2009. Achieving Customer Satisfaction Via Market Orientation, Brand Orientation, and Customer Empowerment: Evidence from Australia. Journal of Anzmac.

Assael, Hny. 1992. Customer Behavior and Marketing Action. Fourth Edition. PWS-KENT Publishing Copany. Boston.

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Augusty, F. 2005. Structural Equation Model Dalam Penelitioan Manajemen, Semarang, Badan Penerbit Universitas Diponegoro.

Augusty, F. 2003. Sustainable Competitive Advantage: Sebuah Eksplorasi Model Konseptual, Semarang, Badan Penerbit Universitas Diponegoro.

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