Membangun Word Of Mouth Melalui Adaptive Selling Customer Owned Loyalty Dan Loyalty To The Service Provider (Studi kasus pada Mahasiswa Fakultas Ekonomi Universitas Sarjanawiyata Tamansiswa)
DOI:
https://doi.org/10.51311/istikhlaf.v3i2.315Keywords:
Word Of Mouth, Adaptive Selling Customer, LoyaltyAbstract
Penelitian ini bertujuan mengetahui pengaruh adaptive selling yang terdapatpadaword of mouth melalui Custumer owned loyalty dan loyalty to the service provider pada Hotel Respatih Kasih.Penelitian ini menggunakan pendekatan kuantitatif. Teknik accidental purposive sampling. Berdasarkan teknik pengambilan sampel, maka didapat sampel sebanyak 100 orang. Alat uji analisis data yang dipakai dalam penelitian ini dengan memakai Uji Regresi Berganda. Hasil penelitian menunjukkan bahwa variabel Adaptive selling berpengaruh positif terhadap Custumer owned loyalty, variabel Custumer owned loyalty berpengaruh positif terhadap Loyalty to the Service Provider, variabel Custumer owned loyalty berpengaruh positif terhadap Word of Mouth, dan variabel Loyalty to the Service Provider berpengaruh positifterhadap Word of Mouth.
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References
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Sujan et al. 1994. “ Learning Orientation, Working, and Efective Sellingâ€, Journal Marketing, Vol. 58, July 39-52
Sumarwan, U. (2011). Perilaku Konsumen: Teori dan Penerapan dalam Pemasaran, Jakarta: Ghalia Indonesia.
Sumardy, dkk., 2011. The Power of Word of Mouth Marketing. Jakarta. Gramedia Pustaka Utama.
Sunyoto, Danang .2012. konsep Dasar Riset Pemasaran dan Perilaku Konsumen, Cetakan Pertama. Yogyakarta . CAPS(Center for Academic Publishing Service)
Supranto, dan Limakrisna, Nandan. 2011. Perilaku Konsumen dan Strategi Pemasaran, Edisi Kedua. Jakarta. Mitra Wacana Media.
Tjiptono, Fandy dan Chandra, Gregorius. 2011. Service, Quality, andSatisfaction, edisi pertama. Yogyakarta :Andi Offset.
Weitz, A.A. Sujan, H., & Sujan, M, 1986. Knowladge, Motivation, Adaptive Behavior. A Framework for Improving Selling Effectiveness. Journal of Marketing Vol. 50:174-191
Weitz, B.A., Sujan, H., & Sujan, M. 1986. Knowledge, Motivation, Adaptive Behaviour: A Framework for Improving Selling Effectiveness. Journal of Marketing. Vol. 50: 174-191
Weitz, Barton A., Harish Sujan, and Mita Sujan. 1986. “Knowledge, Motivation, and Adaptive Behaviour: A Framework for Improving Selling Effectiveness.†Journal of Marketing 50 (4): 174–191. doi:10.2307/1251294.
Anglin A. K., Stolman, J.J. & Gentry, J.W. 1990. The congruence of manager perception of salesperson performance and knowledge-Based measure of adaptive selling. Journal of personal selling & sales management Vol.10: 81-90
Arbaniah, Siti (2010). Studi Customer Loyalty (WOM) Positif Pada Bisnis Ritel Pasar Modern. Semarang.
Ardani, Wayan dan Ni Wayan Sri Suprapti. 2012. Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan WOM (Pada RSUD Wangaya Denpasar). EJurnal Manajemen Universitas Udayana.Vol.1 No.2
Assael, Henry. 1998. Customer behavior and marketing action, fifth edition. Salemba empat-prentice hall
Castleberry, S. B., C. David Shepherd, & Rick, R. (1999). Effective Interpersonal Listening in the Personal Selling Environment: Conceptualization, Measurement, and Nomological Validity. Journal of Marketing Theory & Practic, 7 (1), hal.30–38.
Chen, Z. X. and Francesco, A. M. (2014) ‘Employee demography, organizational commitment, and turnover intentions in China: Do cultural differences matter?’, Human Relations, 53(6), pp. 869–887. doi: 10.1177/0018726700536005.
Goyette, I., Ricard, L., Bergeron, J., and François Marticotte. 2010. e-WOM Scale: Word-of-Mouth Measurement Scale for e-Services Context. Canadian Journal of Administrative Sciences.
Griffin, J. (2005). Customer Loyalty: Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Diterjemahkan oleh: Dwi Kartini Yahya. Jakarta: Erlangga
Hasan, Ali. (2010). Marketing dari Mulut ke Mulut (Word of Mouth Marketing). Yogyakarta: Media Press.
Hasan , Ali. 2014. Marketing dan kasus-kasus Pilihan , Cetakan Kedua. Yogyakarta. CAPS (Center for Academic Publishing Service).
Huriyati, Ratih. 2005. Bauran Pemasaran Dan Loyalitas Konsumen. Bandung: Alfabeta.
Huryati, R. 2008. Bauran Pemasaran dan Loyalitas Konsumen. Edisi Kedua. Bandung: CV. Alfabeta.
Jasfar, Farida. Teori dan Aplikasi Sembilan Kunci Keberhasilan Bisnis Jasa: Sumber Daya Manusia, Inovasi, Dan Kepuasan Pelanggan. Jakarta: Salemba Empat, 2012.
Kotler, Amstrong (2004). Prinsip-prinsip Pemasaran, Erlangga, Jakarta.
Kotler dan Keller. 2007. Manajemen Pemasaran, Jilid 1, Edisi 12. Jakarta. Indeks.
Kotler, Philip. 2008. Prinsip-Prinsip Pemasaran. Edisi 12. Alih Bahasa: Bob Sabran . Jakarta: Erlangga.
Lovelock, C., & Wirtz, J. (2011). Service Marketing: People, Technology, Strategy 7th Edition. New Jersey: Prentice Hall.
Lupiyoadi dan Hamdani, 2006. Manajemen Pemasaran jasa Edisi kedua. Penerbit Salemba Empat: Jakarta.
Malau, Harman. 2017. Manajememn Pemasaran. CV Alfabeta. Bandung.
Morgan, C.T., King, R.A., Weisz, J.R., &Schopler.(1986). Introduction to psychology (7th ed.). Singapore: McGraw-Hill,inc.
Nugroho, Farid Yuniar. 2011. Pengaruh Citra Merek dan Kepuasan Pelanggan Terhadap Loyalitas Konsumen. Yogyakarta: Fakultas Pertanian Universitas Pembangunan Nasional “Veteranâ€.
Oliver, Richard, 1993. A Coceptual Model Of Service Quality and Service Satisfaction; Compatibe Goal, Different Concept,in advance in Service Marketing and management vol 2; p 65 – 85
Rahmawati, Yuli dan Bagus Suminar. 2014. “Pengaruh Kepuasan dan Loyalitas Pelanggan Terhadap Word Of Mouth pada Pelanggan Honda Motor di Surabayaâ€. Jurnal Administrasi Bisnis. Vol. 4, No. 1, Mei 2014. Hal 15-30.
Rangkuti, Freddy. (2009). Mengukur Efektivitas Program Promosi & Analisis Kasus Menggunakan SPSS. Jakarta: PT Gramedia Pustaka Utama.
Román, Sergio, and Dawn Iacobucci. 2010. “Antecedents and Consequences of Adaptive Selling Confidence and Behavior:A Dyadic Anaysis Salespeople and their Customers.â€Journal of the Academy of Marketing Science 38 (3): 363–382. doi:10.1007/s11747-009-0166-9.
Sernovitz, Andy. (2009). Word of mouth Marketing. New York: Kaplan Inc
Sugiyono. 2013. Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Sujan et al. 1994. “ Learning Orientation, Working, and Efective Sellingâ€, Journal Marketing, Vol. 58, July 39-52
Sumarwan, U. (2011). Perilaku Konsumen: Teori dan Penerapan dalam Pemasaran, Jakarta: Ghalia Indonesia.
Sumardy, dkk., 2011. The Power of Word of Mouth Marketing. Jakarta. Gramedia Pustaka Utama.
Sunyoto, Danang .2012. konsep Dasar Riset Pemasaran dan Perilaku Konsumen, Cetakan Pertama. Yogyakarta . CAPS(Center for Academic Publishing Service)
Supranto, dan Limakrisna, Nandan. 2011. Perilaku Konsumen dan Strategi Pemasaran, Edisi Kedua. Jakarta. Mitra Wacana Media.
Tjiptono, Fandy dan Chandra, Gregorius. 2011. Service, Quality, andSatisfaction, edisi pertama. Yogyakarta :Andi Offset.
Weitz, A.A. Sujan, H., & Sujan, M, 1986. Knowladge, Motivation, Adaptive Behavior. A Framework for Improving Selling Effectiveness. Journal of Marketing Vol. 50:174-191
Weitz, B.A., Sujan, H., & Sujan, M. 1986. Knowledge, Motivation, Adaptive Behaviour: A Framework for Improving Selling Effectiveness. Journal of Marketing. Vol. 50: 174-191
Weitz, Barton A., Harish Sujan, and Mita Sujan. 1986. “Knowledge, Motivation, and Adaptive Behaviour: A Framework for Improving Selling Effectiveness.†Journal of Marketing 50 (4): 174–191. doi:10.2307/1251294.
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Published
2021-11-08
How to Cite
Agung, M. R., & Nyoman Udayana, I. B. (2021). Membangun Word Of Mouth Melalui Adaptive Selling Customer Owned Loyalty Dan Loyalty To The Service Provider (Studi kasus pada Mahasiswa Fakultas Ekonomi Universitas Sarjanawiyata Tamansiswa). ISTIKHLAF: Jurnal Ekonomi, Perbankan Dan Manajemen Syariah, 3(2), 1–18. https://doi.org/10.51311/istikhlaf.v3i2.315
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