Rantai Nilai Profitabilitas dalam Menyerahkan Jasa Kepada Pelanggan

Suprihhadi, Heru (2006) Rantai Nilai Profitabilitas dalam Menyerahkan Jasa Kepada Pelanggan. In: Proceeding 3rd UBAYA Annual Symposium on Management : Global Business Networking Opportunities to be World Class Enterprise, 15-16 Maret 2006, Fakultas Ekonomi Universitas Surabaya.

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Profitability achieved when there is no gap between standard services and what has been planned before to motivate the customer. This gap should be covered by the organization. Gap caused by employee satisfaction from service provider and customer satisfaction that happened in service transaction. Employee satisfaction reflects retention and productivity in delivering service and customer satisfaction result in loyalty and company profit. In other words, profit value chain shows correlation between employee satisfaction retention, employee productivity, customer satisfaction,and customer loyalty that give income and profit to the company

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: kepuasan karyawan, penyerahan jasa, dan kepuasan pelanggan.
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Business and Economic > Department of Management
Depositing User: Eko Setiawan 194014
Date Deposited: 19 Apr 2012 06:43
Last Modified: 24 Mar 2021 14:18
URI: http://repository.ubaya.ac.id/id/eprint/378

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