Anggraini, Indraswari (2019) AKTIVITAS KOMUNIKASI INTERPERSONAL BARISTA DALAM MEMPERTAHANKAN PELANGGAN (STUDI KASUS PADA BARISTA DAN PELANGGAN STARBUCKS TRANSMART MX MALANG). Undergraduate (S1) thesis, Universitas Muhammadiyah Malang.

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Abstract

A person's success in working as a professional person can be measured if he is able to build effective interpersonal communication with work partners. Interpersonal communication that is built in the marketing sector is the relationship that is built between baristas and customers. With the existence of good communication and relationships can be initiated by the role of a barista how to maintain relationships with customers. This study examines the Starbucks Transmart MX Malang barista in retaining customers. In this study, researchers used social penetration theory. Altman's and Taylor's social penetration theory is a theory that explains how the development of a relationship develops. The theory of social penetration is a bonding process that moves a relationship from previously intimate to more intimate. The method used is the type of case studies premises with qualitative approach. Data obtained through observation, interviews, and documentation. The process of data collection is done by interviewing 4 baristas and 4 customers of Starbucks Transmart MX Malang. Mechanical analisis data using the brainstorming of dat a, condensation , data presentation, verification and conclusion. The results of the research activity interpersonal communication between barista and customer stated that the barista more use personal selling to customers, where sales of personal rated the most effective way to interact directly between a seller to a buyer other than the attempt to help or persuade the buyer or customer.

Item Type:	Thesis (Undergraduate (S1))
Student ID:	201510040311308
Thesis Advisors:	Dr. Joko Susilo, S.Sos, M.Si, Drs. Farid Rusman, M.Si
Keywords:	Communication, interpersonal communication
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HE Transportation and Communications L Education > L Education (General) L Education > LT Textbooks
Divisions:	Faculty of Social and Political Science > Department of Communication Science (70201)
Depositing User:	201510040311308
Date Deposited:	03 Aug 2019 03:39
Last Modified:	03 Aug 2019 03:39
URI :	http://eprints.umm.ac.id/id/eprint/47798

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