Ab Hamid, N. R., Cheng, A. Y., & Akhir, R. M. (2011). Dimensions of E-CRM: an empirical study on hotels' web sites. Journal of Southeast Asian Research, 2(11), 1-15. DOI:10.5171/2011.820820

Alim, S., & Ozuem, W. (2014). The influences of e-CRM on customer satisfaction and loyalty in the UK mobile industry. Journal of Applied Business and Finance Researches, 3(2), 47-54. DOI: https://jabfr.science-line.com/index.php/vol-3-no2-jun-2014

Adler, E. S., & Clark, R. (2014). An Invitation to Social Research How It Has Done. Stamford: Cengage Learning.

Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customer loyalty. ABAC Journal, 29(1). DOI:http://www.assumptionjournal.au.edu/index.php/ abacjournal/issue/view/61

Al-Tit, A. A. (2015). The effect of service and food quality on customer satisfaction and hence customer retention. Asian Social Science, 11(23), 129. DOI: 10.5539/ass.v11n23p129

Amant, K. S., & Olaniran, B. A. (2016). Globalization and The Digital Divide. New York: Cambria Press.

Andrianto, F. (2019). The Influence of Taste and Product Quality to Purchasing Decisions and Customer Satisfaction. In Journal of World Conference (JWC) (Vol. 1, No. 1, pp. 106-110).

As'ad, H. A. R., & Alhadid, A. Y. (2014). The impact of social media marketing on brand equity: An empirical study on mobile service providers in Jordan. Review of Integrative Business and Economics Research, 3(1), 315.

Auditya, A., & Hidayat, Z. (2021). Netflix in Indonesia:Influential Factors on Customer Engagement among Millennials' Subscribers. Journal of Distribution Science, 19(1), 89-103. DOI:https://doi.org/10.15722/jds.19.1.202101.89

Babbie, E. (2008). The Practice of Social Research. California:Wadsworth.

Bryman, A. (2012). Social Methods. New York: Oxford.

Buttle, F. (2009). Customer Relationship Management: Concepts and Technologies. Oxford: Elsevier.

Cargan, L. (2007). Doing Social Research. New York: Rowman &Littlefield Publisher.

Cha, S. S., & Lee, S. H. (2018). The effects of HMR selection attributes on repurchase intention by shopping channels. The Journal of Distribution Science, 16(3), 13-21. DOI:https://doi.org/10.15722/jds.16.3.201803.13

Chaffey, D. (2011). E-commerce & E-Business Management. New Jersey: Prentice-Hall.

Damhuri, E. (2020). Shifting Japan, China is now Indonesia's second largest investor. Sino-Japanese Investment is Tight Competition (Geser Jepang, China kini Investor Terbesar Kedua RI. Investasi China-Jepang Bersaing Ketat). Retrived by: https://republika.co.id/berita/qeg2nn440/geser-jepangchina-kini-investor-terbesar-kedua-di-ridi, 11 July 2020.

Dorsey, J. R., & Villa, D. (2020). Economy: How Gen Z Will Change the Future of Business and What to do about it. New York: Harper.

Dubey, A., & Srivastava, A. K. (2016). Impact of service quality on customer loyalty-A study on the telecom sector in India. IOSR Journal of Business and Management (IOSR-JBM), 18(2), 45-55.

Durmond, K. E., & Brefere, L. M. (2004). Nutrition for Foodservice and Culinary. New Jersey: John Wiley and Sons.

Edelstein, S. (2020). Food, Cuisine and Cultural Competency for Culinary Hospitality, and Nutrition Professionals. London:Jones and Barlett.

Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing: A conceptual model and implications. Journal of Business research, 54(2), 177-184.

Finne, Å ., & Grönroos, C. (2013). Rethinking marketing communication: From integrated marketing communication to relationship communication. In The Evolution of Integrated Marketing Communications (pp. 113-130). Routledge.

Fowler Jr, F. J., & Cosenza, C. (2009). Design and evaluation of survey questions. The SAGE handbook of applied social research methods, 375-412.

Fowler, F. J., & Fowler Jr., F. J. (2009). Survey Research Methods. California: Sage Publications.

Gamboa, A. M., & Gonçalves, H. M. (2014). Customer loyalty through social networks: Lessons from Zara on Facebook. Business Horizons, 57(6), 709-717. DOI:https://doi.org/10.1016/j.bushor.2014.07.003

Goodwon, F. (2000). The Infinite Mind "Taste". Massachusetts:Lichtenstein Creative Media.

Griffin, J. (2004). Customer Loyalty: How to Earn it, How to Keep it. New Jersey: John Wiley & sons.

Gunn, S. (2017). Globalization, Education, and Culture Shock. London: Routledge.

Haghighi, M., Dorosti, A., Rahnama, A., & Hoseinpour, A. (2012). Evaluation of factors affecting customer loyalty in the restaurant industry. African Journal of Business Management, 6(14), 5039-5046. DOI: https://doi.org/10.5897/AJBM11.2765

Hamid, A. B., Bahaedin, S., & Partovi, B. (2019). Managing ECRM Toward Customer satisfaction and Quality Relationship. Singapore: Patridge Publishing.

Hanaysha, J. R. (2017). Impact of social media marketing, price promotion, and corporate social responsibility on customer satisfaction. Jindal Journal of Business Research, 6(2), 132-145. DOI: https://doi.org/10.1177/2278682117715359

Harvey, M., & Land, L. (2017). Research Methods for Nurses and Midwives: Theory and Practice. London: Sage Publications.

Hassan, R. S., Nawaz, A., Lashari, M. N., & Zafar, F. (2015). Effect of customer relationship management on customer satisfaction. Procedia Economics and Finance, 23(12), 563-567. DOI: https://doi.org/10.1016/S2212-5671(15)00513-4

Hernon, P., & Whitman, J. R. (2001). Delivering Satisfaction and Service Quality a Customer-Based Approach for Libraries. Chicago: American Library Association.

Hill, N., Roche, G., & Allen, R. (2007). Customer Satisfaction:The Customer Experience through the Customer Eyes. New York: Cotten Publishing.

Jha, S. A. (2014). Social Research Methods. New Delhi: McGraw Hill Education.

Kalakota, R., & Robinson, M. (2001). E-Business 2.0: Roadmap for Success. Boston: Addison Wesley Longman.

Kalman, B. (2019). What is Culture? United Stated: Crabtree Publishing.

Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International journal of contemporary hospitality management. DOI: https://doi.org/10.1108/09596110010342559

Kheng, L. L., Mahamad, O., & Ramayah, T. (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. International journal of marketing studies, 2(2), 57.

Khoa, B. T. (2020). The antecedents of relationship marketing and customer loyalty: A case of the designed fashion product. The Journal of Asian Finance, Economics, and Business, 7(2), 195-204.DOI:https://doi.org/10.13106/jafeb.2020.vol7.no2.195

Kim, S., & Kim, A. J. (2016). Strengthening Partnerships in Fair Trade Alternative Distribution Channels: A Case Study of Beautiful Coffee. The Journal of Distribution Science, 14(12), 43-51. DOI: https://doi.org/10.15722/jds.14.12.201612.43

Kim, M. S. (2016). The influence of customer satisfaction on customer loyalty and the moderating effect of gender. The Journal of Distribution Science, 14(10), 73-79. DOI:https://doi.org/10.15722/jds.14.10.201610.73

Kim, H. J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model. Journal of Hospitality Marketing & Management, 20(6), 619-637. DOI: https://doi.org/10.1080/19368623.2011.577698

Kim, M., Vogt, C. A., & Knutson, B. J. (2015). Relationships among customer satisfaction, delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research, 39(2), 170-197. DOI: https://doi.org/10.1177/1096348012471376

Kim, C. M. (2011). Social Media Campaigns: Strategies for Public Relations and Marketing. Routledge: New York.

Kim, C. M. (2016). Strategies for Public Relations and Marketing. New York: Routledge.

Kim, J. L., Lee, Y. C., Han, S. H., & Lim, S. J. (2013). The Impact of Service Quality on Customer Satisfaction, Service Value, and Store Loyalty in a University-Based Convenience Store. The Journal of Distribution Science, 11(5), 5-15.

Knight, J. B., & Kotschevar, L. H. (2000). Quantity Food Production, Planning, and Management. New York: Wiley.

Krishnaswamy, K. N., Sivakumar, I. A., & Mathirajan, M.(2020).Integration Of Principles, Methods and Techniques. New Delhi: Pearson Education.

Lam, A. Y., Cheung, R., & Lau, M. M. (2013). The influence of internet-based customer relationship management on customer loyalty. Contemporary management research, 9(4). DOI:DOI: https://doi.org/10.7903/cmr.11095

Littlejohn, S. W., & Foss, K. A. (2009). Encyclopedia of Communication Theory. Thousand Oaks, California: Sage.

Long, C. S., Khalafinezhad, R., Ismail, W. K. W., & Abd Rasid, S. Z. (2013). Impact of CRM factors on customer satisfaction and loyalty. Asian Social Science, 9(10), 247. doi:10.5539/ass.v9n10p247

Martin, D., Howard, C., & Herbig, P. (1998). The Japanese distribution system. European Business Review, 98(2).

Mahoney, L. M., & Tang, T. (2017). Strategic Social Media: From Marketing to Social Change. Chichester: John Willey & Sons.

Martins, J. M., Yusuf, F., & Swanson, D. A. (2012). Consumer Demographics and Behavior. New York: Springer.

Mehrabian, A., & Russell, J.A. (1974). An approach to environmental psychology. Cambridge: M.I.T. Press.

Menard, S. (2010). Logistic Regression From Introductory to Advanced Concepts and Applications. Thousand Oaks: Sage Publication.

Michaelson, D., & Stack, D. W. (2010). A Practitioner's Guide to Public Relations Research Measurement and Evaluation. New York: Business Express Press.

Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y., & Malandrakis, Y. (2001). Customer satisfaction measurement in the private bank sector. European Journal of Operational Research, 130(2), 347-360. DOI: https://doi.org/10.1016/S0377-2217(00)00036-9

Neuman, L. W. (2006). Social Research Qualitative and Quantitative Approaches. Boston: Allyn and Beacon.

Parsad, C., Prashar, S., Vijay, T. S., & Sahay, V. (2019). Role of In-Store Atmospherics and Impulse Buying Tendency on PostPurchase Regret. Journal of Business & Management, 25(1), 1-24.

Payne, A. (2005). Handbook of CRM: Achieving Excellence Customer Management. Burlington: Butterworth Heinemann.

Quesenberry, K. A. (2019). Marketing Media Strategy: Marketing, Advertising, and Public Relations in the Consumer Revolution. London: Rowman & Littlefield.

Quoquab, F., & Mohammad, J. (2016). Is Loyalty Dead:Marketing Strategies to Survive in The Saturated Telecommunication Market. Singapore: Partridge Publishing.

Rod, M., Ashill, N. J., Shao, J., & Carruthers, J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality, and customer satisfaction. Marketing Intelligence & Planning.

Rogers, L. E. (2009). Relational Communication Theory. In Encyclopedia of Communication Theory, S. W. Littlejohn & K. A. Foss (Eds.). Thousand Oaks: SAGE.

Romano Jr, N. C., & Fjermestad, J. (2001). Electronic commerce customer relationship management: An assessment of research. International Journal of Electronic Commerce, 6(2), 61-113.DOI: https://doi.org/10.1080/10864415. 2001.11044232

Rozekhi, N. A., Hussin, S., Siddiqe, A. S. K. A. R., Rashid, P. D. A., & Salmi, N. S. (2016). The influence of food quality on customer satisfaction in fine dining restaurant: Case in Penang. International Academic Research Journal of Business and Technology, 2(2), 45-50.

Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal. DOI:https://doi.org/10.1108/17542731011035550

Schneider, B., & White, S. S. (2004). Service Quality: Research Perspective. London: Sage Publications.

Şiriner, İ. & Nenička, L. (Eds.). (2011). Globalisation:Dimensions & Impacts: Global Studies Vol. 1. IJOPEC Publication.

Stiff, J. B., & Mongeau, P. A. (2002). Persuasive Communication. New York: The Guilford Press.

Tabash, M. I., Albugami, M. A., Salim, M., & Akhtar, A. (2019). Service quality dimensions of E-retailing of Islamic banks and its impact on customer satisfaction: An empirical investigation of kingdom of Saudi Arabia. The Journal of Asian Finance, Economics, and Business, 6(3), 225-234. https://doi.org/10.13106/ jafeb.2019.vol6.no3.225

Warrington, P. T., Gangstad, E., Feinberg, R., & De Ruyter, K.(2007). Multichannel Retailing and Customer Satisfaction. International Journal Of E-Business Research. DOI: 10.4018/jebr.2007040105

Wells, G. J., Shuey, R., & Kiely, R. (2001). Globalization. New York: Nova Publisher.

Zikmund, W. G., Jr, R. M., & Gilbert, F. W. (2003). Customer Relationship Management: Integrating Marketing Strategy and Information Technology. New York: John Wiley & Sons Inc.

Zakaria, I., Rahman, B. A., Othman, A. K., Yunus, N. A. M., Dzulkipli, M. R., & Osman, M. A. F. (2014). The relationship between loyalty program, customer satisfaction and customer loyalty in retail industry: A case study. Procedia-Social and Behavioral Sciences, 129, 23-30. DOI:https://doi.org/10.1016/ j.sbspro.2014.03.643