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All Journal Jurnal Manajemen Pemasaran
Fransisca Andreani
Program Manajemen Perhotelan, Fakultas Ekonomi Universitas Kristen Petra – Surabaya
Economics, Econometrics & Finance

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KIAT-KIAT EKSPANSI GLOBAL STARBUCKS Fransisca Andreani
Jurnal Manajemen Pemasaran Vol. 3 No. 1 (2008): APRIL 2008
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (503.412 KB) | DOI: 10.9744/pemasaran.3.1.pp. 19-25

Abstract

This paper is a literature review which analyses the influences of managerial communication, marketing communication and organizational communication on corporate communication. In addition, this paper shows how corporate communication management influences organizational performance. The paper also investigates the role of corporate leadership in moderating the relationship between corporate communication and organizational performance. An integrative framework and a detailed summary table are provided. Three categories of determinants, namely, management communication, marketing communication and organizational communication are gathered from the literature. Direct consequences and indirect consequences through relevant mediators are identified. Future research directions are also offered. The compendium of determinants and consequences of Corporate Communication Management can be used by corporate communication practitioners to segment and target stakeholders.
ANALISA KUALITAS LAYANAN BISNIS MAKANAN DAN MINUMAN DI SURABAYA DITINJAU DARI DERAJAT PEMENUHAN KEPUASAN KONSUMEN Fransisca Andreani
Jurnal Manajemen Pemasaran Vol. 5 No. 1 (2010): APRIL 2010
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (710.275 KB) | DOI: 10.9744/pemasaran.5.1.1-8

Abstract

Food and beverages industries in Surabaya have grown in the last few years. Businessmen have tried hard to deliver the best service they have to their customers in order to satisfy them. This research is done to find out the service quality of food and beverages industries in Surabaya using a quantitative descriptive approach. Service quality is measured by comparing the actual service with the expected service to find Customer Satisfaction Index (CSI). CSI shows that food and beverages industries in Surabaya have already been able to deliver their best service quality to their customers. Hopefully this research is beneficial for the related industries because it can also serve as their feedback to understand their customers better and improve their service quality when needed.
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