Upper Saddle River, New Jersey: Prentice Hall. Services marketing: People, technology, strategy (5th ed.). Marketing intangible products and product intangibles. Customer switching behavior in service industries: An exploratory study. Service management and marketing: Managing the moments of truth in service competition. Paper on Discussion Internal MARKLogic, unpublished, 19 October 2002. (2002), Strategi kepuasan pelanggan vs emosi pelanggan. Servicescape: The impact of physical surroundings on consumer and employee. The service encounter: Diagnosing favorable and unfavorable incidents. Journal orf Market-Focused Management, Vol.4, No. Learning orientation, market orientation, and innovation: Integrating and extending models of organizational performance. The study states that there is significant influence between perceived crowding and perceived stimulation both simultaneous and partial response to impulse buying.Įnggal Sriwardiningsih, Bina Nusantara Univercityīaker, W. Data processed using the SPSS 16.0 program through the validity and reliability, normality test, and regression analysis. The collecting data technique includes using questionnaires, interviews, and literature from previous research. This research design is quantitative analysis of the consumer unit. The object used is one of the largest retailers in Cilegon. The purpose of this study is to determine whether there are influences between perceived crowding and stimulation of impulse buying simultaneously or partial. Things affecting unplanned purchasing decisions are perceived by stimulation and crowding. Purchase decisions aren’t made necessarily planned, because impulsive buying is such a result of environmental stimuli shopping. Perceived stimulation, perceived crowding, impulse buying Abstract
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