Professional Documents
Culture Documents
Arnold, Hugh J., dan Danield C. Feldman. Individual in Organizations. New York:
McGraw Hill, Series in Management, 1986.
Berry, A. Pasuraman dan V.A. Zeithmal. Improving Service Quality in America Lesson
Learned. Academy of Management Executives 8 (1994) (2), pp. 32-52.
Bowen, G Siehl dan B. Schneider. A Framework for Analyzing Customer Service
Orientation in Manufacturing. Academy of Management Review 14 (1989) (1), pp. 7595.
Chen Yi-Jen. Relationships Among Service Orientation, Job satisfaction, and
Organizational Commitment in the International Tourist Hotel Industry. Journal of
American Academy of Business. Cambridge, 2007. Vol 11, Iss. 2; pg 71-82.
Dienhart J R, Gregorie M B, Downey R G Licata J W. The Customer Orientation of
Service workers: Personality Traits Effects on Self and Supervisor Performances
Ratings. Journal of Marketing Research, 2002; 34(2): 110-119.
Fletcher C. dan R. Williams. Performance Management, Job Satisfaction and
Organizational Commitment. British Journal of Management 7 (1996) (2), pp. 169179.
Ghozali, Imam & Fuad. Structural Equation Modeling. Semarang: Badan Penerbit
Universitas Diponegoro. 2005.
Hair, J.F., R.E. Anderson, R.L. Tatham, dan W.C. Black. Multivariate Data Analysis (fifth
ed). New Jersey: Prentice-Hall. 1998.
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Santoso, Singgih. Menggunakan SPSS untuk Statistik Multivariat. Jakarta: PT. Elex Media
Komputindo. 2005.
Saura, I.G., Gloria B.C., dan Amparo C.T. Relationships Among Customer Orientation,
Service Orientation and Job Satisfaction in Financial Srvices. International Journal of
Service Industry Management. Vol 16. 2005, pp. 497-525.
Sulastiyono, Agus. Manajemen Penyelenggaraan Hotel. Edisi ketiga. Bandung: Alfabeta.
2002.
Sitinjak J.R.T dan Sugiarto. LISREL. Yogyakarta: Graha Ilmu. 2006.
Wexley, K.N. dan G.A. Yukl., Organizational and Personnel Psychology. (USA: Richard
D. Irwin, Inc., 1997).
Wijanto, Setyo H., Structural Equation Modeling. Yogyakarta: Graha Ilmu. 2008.
Yavas U dan Bidur M. Satisfaction Among Expatriate Managers: Correlaties and
Consequence. Career Development International. 1999; 4 (5): 261-269.
Yoeti, Oka A. Hotel Customer Service. Jakarta:Perca. 2003.
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