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Majalah Ilmiah UNIKOM

Vol.7, No. 1

147

H a l a m a n

Shainesh,

2002.

Customer

Relationship

Management:

Emerging Concepts, Thools, and

Application.

McGrawHiIl.

Storbacka, Kaj dan Jarmo R. Lehtinen,

, Customer Relationship

Managment

Advantage

through

Win-Win

Relation Strategis, McGraw-Hill,

Singapore

Vanessa

Gaffar,2005

Hubungan

Manajemen

Pelanggan

dan

Hubungan

Pemasaran

Masyarakat Serta Pengaruhnya

Terhadap Nilai Dan Loyalitas

Pelanggan,

Pasca

Sarjanan

UNPAD, Bandung.

Dadang Munandar