Pelanggan: Perbedaan antara revisi
Konten dihapus Konten ditambahkan
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Tidak ada ringkasan suntingan |
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Baris 6:
Kebutuhan maupun pengharapan pelanggan dapat ditentukan melalui [[wawancara]], [[survei]], perbincangan, [[penggalian data]], atau metode-metode pengumpulan [[informasi]] lainnya. Pelanggan mungkin tak memiliki pemahaman jelas mengenai kebutuhannya. Bantuan untuk menentukan kebutuhan dapat menjadi suatu layanan yang berharga bagi pelanggan. Pada proses ini, pengharapan dapat diatur atau disesuaikan dengan kemampuan produk atau jasa tertentu.
== Catatan ==
{{reflist|30em}}
=== Referensi ===
* {{cite book|ref=harv|title=Essentials of Marketing|first=Jim|last=Blythe|edition=4th|publisher=Pearson Education|year=2008|isbn=978-0-273-71736-2}}
* {{cite book|ref=harv|title=Introduction to marketing|first=John|last=Frain|edition=4th|publisher=Cengage Learning EMEA|year=1999|isbn=978-1-86152-147-7|chapter=Customers and customer buying behaviour}}
* {{cite book|ref=harv|title=Preface to Management (Paragon Books)|first1=B.B.|last1=Kansal|first2=P.C.K.|last2=Rao|publisher=Ganga Dhar Chaudhary|year=2006|chapter=Environmental Factors in Management|isbn=978-81-89091-00-2}}
* {{cite book|ref=harv|title=Customer Service Delivery: Research and Best Practices|volume=20|series=J-B SIOP Professional Practice Series|editor1-first=Lawrence|editor1-last=Fogli|publisher=John Wiley and Sons|year=2007|isbn=978-0-7879-8310-9|chapter=Customer Service from the Customer's Perspective|first=Stephanie D.|last=Kendall}}
* {{cite book|ref=harv|title=Managing quality: managerial and critical perspectives|first=Mihaela|last=Kelemen|publisher=SAGE|year=2003|isbn=978-0-7619-6904-4}}
* {{cite encyclopedia|ref=harv|article=Customer satisfaction|first=Ioanna|last=Papasolomou-Doukakis|encyclopedia=The informed student guide to marketing|series=ITBP Textbooks Series|editor1-first=Philip J.|editor1-last=Kitchen|editor2-first=Tony|editor2-last=Proctor|publisher=Cengage Learning EMEA|year=2001|isbn=978-1-86152-546-8}}
* {{cite book|ref=harv|title=Joseph M. Juran: critical evaluations in business and management|editor1-first=John Cunningham|editor1-last=Wood|editor2-first=Michael C.|editor2-last=Wood|publisher=Routledge|year=2005|isbn=978-0-415-32571-4|first1=Carol A.|last1=Reeves|first2=David A.|last2=Bednar|chapter=Defining Quality}}
* {{cite encyclopaedia|ref=harv|article=Customer|encyclopedia=Encyclopedia of health care management|series=Sage eReference|editor1-first=Michael J.|editor1-list=Stahl|publisher=SAGE|year=2004|isbn=978-0-7619-2674-0|first=Richard C.|last=Reizenstein}}
* {{cite book|ref=harv|first=Christian|last=Stracke|chapter=Process-oriented quality management|title=Handbook on quality and standardisation in e-learning|editor1-first=Ulf-Daniel|editor1-last=Ehlers|editor2-first=Jan Martin|editor2-last=Pawlowski|publisher=Springer|year=2006|isbn=978-3-540-32787-5}}
* {{cite book|ref=harv|title=Six Sigma: SPC and TQM in manufacturing and services|first=Geoff|last=Tennant|publisher=Gower Publishing|year=2001|isbn=978-0-566-08374-7}}
== Bacaan lebih lanjut ==
* {{cite book|ref=harv|authorlink=Joseph M. Juran|first=Joseph M.|last=Juran|title=Quality Control Handbook|year=1988|edition=4th|location=New York, NY|publisher=McGraw-Hill|isbn=978-0-07-033176-1}}
* {{cite journal|ref=harv|doi=10.1300/J090v06n02_14|journal=Journal of Professional Services Marketing|title=Applying the Internal Marketing Concept Within Large Organizations: As Applied to a Credit Union|first1=Patriya|last1=Tansuhaj|first2=Donna|last2=Randall|first3=Jim|last3=McCullough|volume=6|issue=2|year=1991|publisher=Taylor & Francis|pages=193–202}}
* [http://www.pidesc.com/forget-demographics-target-communities-instead Forget Demographics. Target Communities Instead (Marketing)]
[[Kategori:Manajemen rantai suplai]]
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