Superior Customer Value Creation Strategy through Service Marketing Mix Performance Improvement in Building Bandung Municipality’s Reputation

Ratih Hurriyati



The changes in environment and competitive strength of an industry caused gaps between environment’s demand and changes in competition strength on a city. This condition have forced the Bandung municipality to change its’ strategy as an effort to face the tight competition, where every organization in the municipality is challenged to give the best service to the public. A city is claimed for always revitalization  its strategy to guarantees compatibility of environment change demand and competition with internal strength city organization that have this condition are felt of vital importance remember disability of a city in giving  various response  of opportunity and threats external, can result go down it competitive ability and or attainment of city organization performance that not reached, If this condition are let then will menace pertinent city reputation This Situation change  of city strategy orientation, pass by strategy of superior customer value  ,  that is by assign value that superior to its society  then city reputation gain strengths and sturdy . This condition can be executed pass by improvement of marketing mix service .program performance


superior customer; value creation; service marketing mix; performance improvement;


Examination of Perceived Service value Dimension, the Hospitality Industry Journal of Travel Research, Vol. 42, February 2004, 226-234)

Anderson & Weitz (1989), Reputation of manufacturer is a determinant of trust

for distributor, Marketing Science 8 (4) (Fall 1989): 3 10—323.

Bateson John E.G., (1991), Managing Services Marketing, Second Edition, Dryden Press, Orlando.

Best, Roger J. (2000). Market-Based Management: Strategies For Growing Customer Value and Profitability. Second Edition. Prentice Hall: Upper Saddle River, New Jersey.

Bolton, Ruth N., (2000). Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value. Journal of the Academy of Marketing Science. Volume 28, No. 1, pages 95-108.

Burnet. John J.(1993). Promotion Strategic, Third Edition, New Jersey Prentice Hall. A Division of Simon & Scuster, Inc.

Carvana, A. (1997), “Corporate reputations: concept and measurement”, The

Journal of Product and Brand Management, Vol. 6 No. 2, pp. 109-18.

Donaldson, Bill & Tom O’Toole. (2002). Strategic Market Relationships: From Strategy to Implementation. John Willey&Sons: UK.

Dube, Laurette, Jordan Le Bel, & Donna Sears.(2003). From Customer Value to Engineering Pleasurable Experiences in Real Life and Online. Cornell Hotel and Restaurant Administration Quarterly. Oct-Dec, p. 124-130.

Duchessi, Peter. (2002). Crafting Customer Value: The Art and Science., Efficient Offset Printers: New Delhi.

Kotler, Philip,(2003), Marketing Management: Analysis, Planning, Implementation, and Control, Sevent Edition, Prentice Hall International, Inc. A Division of Simon & Scuster, Englewood Cliffs, Nj07632.

Kotler, Philip. (2005). Marketing Management. Prentice Hall International Inc.: New Jersey.

Kottler and Armstrong, (2006), Principles of Marketing, five Edition, New Jersey Prentice Hall. A Division of Simon & Scuster, Inc.

Susanto, A.B, et al. (2004). Value Marketing: Paradigma Baru Pemasaran. Mizan Media Utama: Bandung.

Zeithaml, Valarie A., Bitner, Mary Jo, (2000), Service Marketing: Integrating Customer Focus Across the Firm, 2nd edition, McGraw Hill Companies Inc.

Zikmund, William G, Raymond McLeod, Jr, & Faye W. Gilbert. (2003). Customer Relationship Management: Integrating Marketing Strategy and Information Technology. John Willey&Sons, Ltd: USA.



  • There are currently no refbacks.

View My Stats