Christensen, Clayton M., author
Competing Against Luck: The Story of Innovation and Customer Choice
Harper Business, 2016
 Buku Teks
Yossi Arieza, author
Pengaruh service failure severity service recovery justice dan perceived switching costs terhadap customer loyalty studi kasus PT. Telkom speedy = The relationship of service failure severity service recovery justice and perceived switching costs with customer loyalty case study PT. Telkom speedy
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2013
 UI - Skripsi (Membership)
Gerson, Richard F., author
Mengukur Kepuasan Pelanggan=measuring customer satisfaction
PPM, 2002
 Buku Teks
Prilly Puspa Karina, author
Pengaruh logo self identity, logo functional benefit, dan logo aesthetic appeal terhadap logo identification dan customer commitment pada merek Apple dan Samsung = The influence, of logo self identity, logo functional benefit and logo aesthetic appeal toward logo identification and customer commitment on Apple and Samsung brand
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2013
 UI - Skripsi (Membership)
Simangunsong, Gorby, author
Roles of ambient conditions in building hotel guests loyalty the effects of hotel ambience on the formation of overall image customer satisfaction and loyalty intentions
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2016
 UI - Skripsi (Membership)
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