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Sri Raharso
Jurusan Administrasi Niaga Politeknik Negeri Bandung
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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TRIMATRA UNTUK MEMENANGKAN PERSAINGAN: VALUE, KUALITAS JASA, DAN DELIGHT Sholihati Amalia; Sri Raharso
Benefit: Jurnal Manajemen dan Bisnis Benefit : Kumpulan Makalah Diskusi Dosen FE UMS Volume 12 No 2 Desember 2008
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/benefit.v12i2.1283

Abstract

Emulation level which progressively tightened to cause every organization should be able to give superior value to customer. Organization should be able to give the service quality such as those which wanted by the customer, not solely pursuant to specification of organization. If this matter happened, hence customernot even fulfilled its requirement, farther customer will feel delight. Outcome of delight customer is customer loyalty.
ANALISIS FOCUS GROUP UNTUK MENDETEKSI DOMAIN CUSTOMER DELIGHT Sri Raharso; Sholihati Amalia
Benefit: Jurnal Manajemen dan Bisnis Benefit : Kumpulan Makalah Diskusi Dosen FE UMS Volume 9 No 1 Juni 2005
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/benefit.v9i1.1208

Abstract

At the moment customer satisfaction represent norm obliged to given by every organization.Besides, research proves that satisfaction unable to guarantee the happening of customer loyalty.Delight believed by practitioner and academician as construct, which can guarantee customerloyalty. Unhappily, till now research for searching the domain of delight still very rare. Thisresearch tries to search that domain with qualitative technique. Results of focus group yield fivevariables becoming delight domain that are: justice, esteem, security, trust, and variety.
Co-Authors Sholihati Amalia