DAFTAR PUSTAKA

Abdallah, A., Rana, N. P., Dwivedi, Y. K., & Algharabat, R. (2017). Telematics
and Informatics Social Media in Marketing : A review and Analysis of The
Existing Literature. Telematics and Informatics, 34(7), 1177–1190.
https://doi.org/10.1016/j.tele.2017.05.008

Acker, O., Akkad, F., & Yazbek, R. (2011). Opinion Piece Social CRM : How
Companies Can Link Into the Social Web of Consumers, 13, 3–10.
https://doi.org/10.1057/dddmp.2011.17

Agarwal, J., Osiyevskyy, O., & Feldman, P. M. (2015). Corporate reputation

measurement: Alternative factor structures, nomological validity, and
organizational outcomes. Journal of business ethics, 130(2), 485-506.

Agus Salim. (2001). Teori dan Paradigma Penelitian Sosial. Yogyakarta: Tiara
Wacana.

Aini, E. N., Muttaqien, I., & Hutama, R. T. (2013) The Influence of Using Social
Media Toward Online Selling and the Formation of Online Community In
Indonesia, International Journal of Business, Economics and Law 2(1), 19–
27.

Al-dmour, H. H., Ali, W. K., & Al-dmour, R. H. (2019). The Relationship

Between Customer Engagement, Satisfaction, and Loyalty. International
Journal of Customer Relationship Marketing and Management (IJCRMM),
10(2), 35–60. https://doi.org/10.4018/IJCRMM.2019040103

Anderson, R. E., & Srinivasan, S. S. (2003). E-Loyalty: A Contingency

Framework. Psychology & Marketing, 20(February 2003), 123–138.
https://doi.org/10.1002/mar.10063

Arbore, A., & Estes, Z. (2013). Loyalty Program Structure and Consumers’
Perceptions of Status : Feeling Special in a Grocery Store? Journal of
Retailing and Consumer Services, 20(5), 439–444.
https://doi.org/10.1016/j.jretconser.2013.03.002

Arman, A. H., Fauzi, R. U. A., Ditta, A. S. A., Idris, I., & Yazi, M. F. M. (2020).
The Role Of Perceived Benefits And Perceived Risks Towards The
Consumers’ Purchase Intention Via Ecommerce: An Evidence From
Indonesia. Solid State Technology, 63(2s), 3257-3274.

Ashley, C., Gillespie, E. A., & Noble, S. M. (2015). The Effect of Loyalty
Program Fees on Program Perceptions and Engagement. Journal of Business
Research. https://doi.org/10.1016/j.jbusres.2015.09.001
278
Azwar, Saifuddin (2005). Metode Penelitian. Yogyakarta: Pustaka Pelajar Offset.

Azza, T. B., Dahmane, B., & Norchene, M. (2017). Social and Physical Aspects
of the Service Encounter: Effects on Trust and Customer Loyalty to the
Service Provider. Advances in Economics and Business, (January).
https://doi.org/10.13189/aeb.2017.050101

Bagdonienė, L., & Jakštaitė, R. (2007). Estimation of Loyalty Programmes from

Customers’ Point of View : Cases of Three Retail Store Chains. Engineering
economics, 5(5).

Baloglu, S., & Tanford, S. (2014). Casino Loyalty: The Influence of Loyalty
Program, Switching Costs, And Trust, Journal of Hospitality & Tourism
Research, 41(7), 846-868.. https://doi.org/10.1177/1096348014550922

Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable

distinction in social psychological research: Conceptual, strategic, and
statistical considerations. Journal of personality and social psychology,
51(6), 1173.

Battor, M., & Battor, M. (2010). The Impact of Customer Relationship

Management Capability on Innovation and Performance Advantages: Testing
a Mediated Model, (November 2014), 37–41.
https://doi.org/10.1080/02672570903498843

Baumöl, U., Hollebeek, L., Jung, R., & Jung, R. (2016). Dynamics of Customer
Interaction on Social Media Platforms. Electronic Markets, 0–3.
https://doi.org/10.1007/s12525-016-0227-0

Benavent, C. (2006). Lars Meyer-Waarden and The Impact of Loyalty

Programmes on Repeat Purchase Behaviour. Journal of Marketing
Management, 22(1-2), 61-88.

Berezan, O., Yoo, M., & Christodoulidou, N. (2016). The Impact of

Communication Channels on Communication Style and Information Quality
for Hotel Loyalty Programs. Journal of Hospitality and Tourism Technology.

Berry, L.L. (1983). Relationship Marketing: Emerging Perspective on Service

Marketing. Chicago: American Marketing Association

Berry, L. L., Carbone, L. P., & Haeckel, S. H. (2002). Managing the Total
Customer Experience. MIT Sloan management review, 43(3), 85-89.

279
Berry, L. L., & Carbone, L. P. (2007). Build Loyalty Through Experience. Quality
Progress, 40, 9. ProQuest pg. 26

Bigne, J. E., Mattila, A. S., & Andreu, L. (2008). The Impact of Experiential
Consumption Cognitions and Emotions on Behavioral Intentions. Journal of
Services Marketing. 4(May 2006), 303–315.
https://doi.org/10.1108/08876040810881704

Bisnis.com. Diakses Tanggal 7 Januari 2021

Bobâlcă, C. (2013). Study of Customers’loyalty: Dimensions and

Facets. Management & Marketing-Craiova, (1), 104-114.

Bolton, R. N., & Bramlett, M. D. (2000). Implications of Loyalty Program

Membership and Service Experiences for Customer Retention and Value.
Journal of the academy of marketing science, 28(1), 95–108.

Bowden, J. L. (2009). The Process of Customer Engagement : A Conceptual

Framework. Journal of marketing theory and practice, 17(1), 63–74.
https://doi.org/10.2753/MTP1069-6679170105

BPS.go.id. Diakses Tanggal 7 Januari 2021

Brashear-alejandro, T., Kang, J., & Groza, M. D. (2015). Leveraging loyalty

programs to build customer – company identi fi cation . Journal of Business
Research. https://doi.org/10.1016/j.jbusres.2015.09.014

Bridson, K., Evans, J., & Hickman, M. (2008). Assessing the Relationship
Between Loyalty Program Attributes, Store Satisfaction and Store Loyalty.
Journal of Retailing and consumer Services, 15, 364–374.
https://doi.org/10.1016/j.jretconser.2007.08.004

Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer Engagement in
a Virtual Brand Community: An Exploratory Analysis. Journal of Business
Research, 66(1), 105–114. https://doi.org/10.1016/j.jbusres.2011.07.029

Bruneau, V., Swaen, V., & Zidda, P. (2018). Are Loyalty Program Members
Really Engaged ? Measuring Customer Engagement with Loyalty Programs.
Journal of Business Research, 91(January), 144–158.
https://doi.org/10.1016/j.jbusres.2018.06.002

Castleberry, S. B., Shepherd, C. D., & Ridnour, R. (1999). Effective interpersonal

listening in the personal selling environment: Conceptualization,
measurement, and nomological validity. Journal of Marketing Theory and
Practice, 7(1), 30-38.
280
Chan, S. (2008). Relationship Marketing. Inovasi Pemasaran yang Membuat
Pelanggan Bertekuk Lutut. PTGramedia Pustaka Utama. Jakarta.

Chan, T. K. H., Lee, M. K. O., & Lee, Z. W. Y. (2014). Antecedents and

Consequences of Customer Engagement in Online Brand Communities.
Journal of Marketing Analytics, 2(2), 81–97.
https://doi.org/10.1057/jma.2014.9

Chaston, I., & Chaston, I. A. N. (2016). Relationship Marketing and the

Orientation Customers Require of Suppliers. Service Industries
Journal, 20(3), 147-166. https://doi.org/10.1080/02642060000000036

Chen, C., & Chen, F. (2010). Experience Quality, Perceived Value, Satisfaction
and Behavioral Intentions for Heritage Tourists. Tourism Management,
31(1), 29–35. https://doi.org/10.1016/j.tourman.2009.02.008

Choudhury, M. M., & Harrigan, P. (n.d.). CRM to social CRM : The Integration
of New Technologies Into Customer Relationship Management. Journal of
Strategic Marketing, (October 2014), 37–41.
https://doi.org/10.1080/0965254X.2013.876069

Cohen, J. (1992). Statistical Power Analysis. Curren Directions in Psicological

Science, 1 (3), 98-101. Doi: 10.1111/1467-8721.ep10768783

Cronbach, L. J., & Meehl, P. E. (1955). Construct Validity in Psychological Tests.

Psychological Bulletin. 52(4), hlm, 281-3-2.

Cropanzano, R., Mitchell, M. S., & Mitchell, M. S. (2005). Social Exchange

Theory : https://doi.org/10.1177/0149206305279602

Curatman, A., Suroso, A., Junaedi, J., Maulana, Y., Rahmadi, R., & Maulany, S.
(2019, March). Could the Loyalty Program Increase Store Loyalty?.
In International Symposium on Social Sciences, Education, and Humanities
(ISSEH 2018) (pp. 119-122). Atlantis Press.

Curatman, A., Suroso, A., dan Suliyanto (2020). Program Loyalitas Pelanggan.
Deepublish. Yogyakarta.

Curatman, A., Suroso, A., & Suliyanto (2021). Loyalty Program and
Communication Effectiveness as Drivers of Store Loyalty. Measuring
Business Excellence.

281
Curran, J. M., Varki, S., & Rosen, D. E. (2010). Loyalty and Its Antecedents : Are
the Relationships Static? Loyalty and Its Antecedents: Are the Relationships
Static?, Journal of Relationship Marketing, 9(4), 179-199.
https://doi.org/10.1080/15332667.2010.522469

Cvijikj, I. P., & Michahelles, F. (2014). Online Engagement Factors on Facebook

Brand Pages. Social Network Analysis And Mining, 3(4), 843-861.
David, T., & Giles, B. (2011). The Role of Antecedents and Consequences of Soft
and Hard Benefits In Loyalty Program Success, 201–217.
https://doi.org/10.1007/s12642-011-0058-7

Demoulin, N. T. M., & Zidda, P. (2008). The Impact of Loyalty Cards on Store
Loyalty: Does the Customers’ Satisfaction with The Reward Scheme
Matter ?, 15, 386–398. https://doi.org/10.1016/j.jretconser.2007.10.001

Dick, a. S., & Basu, K. (1994). Customer Loyalty: Toward an Integrated

Conceptual Framework. Journal of the Academy of Marketing Science,
22(2), 99–113. https://doi.org/10.1177/0092070394222001

Ding, X. D., Hu, P. J., & Wardell, D. G. (2010). The Impact of Service System
Design and Flow Experience on Customer Satisfaction in Online Financial
Services. Journal of Service Research, 13(1), 96-110.
https://doi.org/10.1177/1094670509350674.

Donnelly, C., Simmons, G., Armstrong, G., Fearne, A., & Andrew, G. A. (2012).
Marketing Planning and Digital Customer Loyalty Data in Small Business.
Marketing Intelligence & Planning Journal of Research in Interactive 30(1),
515–534. https://doi.org/10.1108/02634501211251034

Doorn, J. Van, Lemon, K. N., Mittal, V., Pirner, P., Verhoef, P. C., & Nass, S.
(2010). Customer Engagement Behavior: Theoretical Foundations and
Research Directions. Journal of service research, 13(3), 253–266.
https://doi.org/10.1177/1094670510375599

Dorotic, M., Dorotic, M., Minnema, A., & Wünderlich, N. V. (2015). The
Institutional Repository ( Open Access ) At BI Norwegian Business School
Advancing Research on Loyalty Programs: A Future Research Agenda.

Dutot, V. (2013). A New Strategy for Customer Engagement: How Do French

Firms Use Social CRM?. International Business Research 6(9), 54–67.
https://doi.org/10.5539/ibr.v6n9p54

282
Eason, C. C., Bing, M. N., & Smothers, J. (2015). Reward Me, Charity, or Both?
The Impact of Fees and Benefits in Loyalty Programs. Journal of Retailing
and Consumer Services, 25, 71–80.
https://doi.org/10.1016/j.jretconser.2015.04.001

Eiriz, V., & Wilson, D. (2006). Research in Relationship Marketing: Antecedents,

Traditions and Integration. European journal of marketing. 40(3), 275–291.
https://doi.org/10.1108/03090560610648057

El-adly, M. I. (2018). Modelling the Relationship Between Hotel Perceived Value,

Customer Satisfaction, and Customer Loyalty. Journal of Retailing and
Consumer Services, (xxxx), 0–1.
https://doi.org/10.1016/j.jretconser.2018.07.007

Emerson, R. M., John, H., Harold, T., & Blau, P. (1976). Social Exchange Theory
+10529.

Evans-Cowley, J. S., & Griffin, G. (2012). Microparticipation With Social Media

For Community Engagement In Transportation Planning. Transportation
Research Record, 2307(1), 90-98. Https://Doi.Org/10.3141/2307-10

Evanschitzky, H., Ramaseshan, B., Woisetschläger, D. M., Richelsen, V., Blut,

M., & Backhaus, C. (2012). Consequences of Customer Loyalty to the
Loyalty Program and to the Company. Journal of the Academy of Marketing
Science, 40(5), 625–638. https://doi.org/10.1007/s11747-011-0272-3

Fadhilah, D. A., & Pratiwi, T. (2021). Strategi Pemasaran Produk UMKM Melalui
Penerapan Digital Marketing. Coopetition: Jurnal Ilmiah Manajemen, 12(1),
17-22.

Fakharyan, M., Omidvar, S., Khodadadian, M. R., & Reza, M. (2014). Examining
the Effect of Customer-to-Customer Interactions on Satisfaction, Loyalty,
and Word-of- Mouth Behaviors in the Hospitality Industry: The Mediating
Role of Personal Interaction Quality and Service Atmospherics. Journal of
Travel & Tourism Marketing, 31(5), 610-626.
https://doi.org/10.1080/10548408.2014.884964

Fatma, S. (2014). Antecedents and Consequences of Customer Experience

Management- A Literature Review and Research Agenda. International
Journal of Business and Commerce 3(6), 32–49.

Febriansyah dan Ginting. (2020). Tujuh Dimensi Employee Engagement. Prenada.

Jakarta

283
Ferdinand, Augusty. (2014). Metode Penelitian Manajemen: Pedoman Penelitian
untuk Skripsi, Tesis dan Disertasi Ilmu Manajemen. Badan Penerbit
Universitas Diponogoro. Semarang

Fernandes, A. A. R. (2018). Metodologi Penelitian Kuantitatif Perspektif Sistem:

Mengungkap Novelty dan Memenuhi Validitas Penelitian. Universitas
Brawijaya Press.

Fernandes, T., & Moreira, M. (2019). Consumer Brand Engagement, Satisfaction

And Brand Loyalty: A Comparative Study Between Functional And
Emotional Brand Relationships. Journal Of Product & Brand Management.

Fernandes, T., & Pinto, T. (2019). Relationship Quality Determinants and

Outcomes in Retail Banking Services: The Role of Customer Experience.
Journal of Retailing and Consumer Services, 50(May 2018), 30–41.
https://doi.org/10.1016/j.jretconser.2019.01.018

Filipe, S., Henriques, S., & Fátima, M. De. (2017). Effects from Store Format and
Loyalty Programs. Journal of Retailing and Consumer Services, 37(July
2016), 78–88. https://doi.org/10.1016/j.jretconser.2017.03.002

Ford, et al. (2003). Relationship Marketing (4th ed.). New York City: Mc Graw-
Hill, Inc.

Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish

Experience. Journal of marketing, 56(1), 6-21.

Fornell, C., & Larcker, D. F. (1981). Structural Equation Models with

Unobservable Variables and Measurement Error: Algebra and Statistics.

Preacher, K. J., Rucker, D. D., & Hayes, A. F. (2007). Addressing moderated

mediation hypotheses: Theory, methods, and prescriptions. Multivariate
behavioral research, 42(1), 185-227.

Frow, P., & Payne, A. (2007). Towards the ‘Perfect’ Customer, Journal of Brand
Management, 15(2), 89–101. https://doi.org/10.1057/palgrave.bm.2550120

Furinto, A., Pawitra, T., & Balqiah, T. E. (2009). Designing Competitive Loyalty
Programs: How Types of Program Affect Customer Equity. Journal of
targeting, Measurement and Analysis for Marketing, 17(4), 307-319.

Gaffar, Vanessa. (2020) Customer Relationship Management untuk UKM.

Alfabeta. Bandung.

284
Gandomi, A., & Zolfaghari, S. (2013). Profitability of Loyalty Reward Programs:
An Analytical Investigation. Omega, 41(4), 797–807.
https://doi.org/10.1016/j.omega.2012.10.003

Gentile, C., Milano, P., Noci, G., & Milano, P. (2007). How to Sustain the
Customer Experience: An Overview of Experience Components that Co-
create Value With the Customer, European management journal, 25(5), 395–
410. https://doi.org/10.1016/j.emj.2007.08.005

George C . Homans. Press, C. (2013). Social Behavior as Exchange. Published

by : The University of Chicago Press Stable URL :
http://www.jstor.org/stable/2772990 ., 63(6), 597–606.

Ghozali, Imam. (2008). Aplikasi Analisis Multivariate dengan Program SPSS.

Badan Penerbit Universitas Diponogoro. Semarang.

Ghozali, Imam. 2013. Aplikasi Analisis Multivariate dengan Program IBM SPSS
21 Update PLS Regresi. Semarang: Badan Penerbit Universitas Diponegoro.

Ghozali, Imam dan Latan Henky. (2015). Partial Least Squares. Konsep, Teknik
dan Aplikasi Menggunakan Program Smart PLS 3.0 untuk Penelitian
Empiris. Badan Penerbit Universitas Diponogoro. Semarang.

Gilboa, S., Seger-guttmann, T., & Mimran, O. (2019). The Unique Role Of
Relationship Marketing In Small Businesses’ Customer Experience, Journal
of Retailing and Consumer Services 51(June), 152–164.
https://doi.org/10.1016/j.jretconser.2019.06.004

Gómez, B. G., Arranz, A. M. G., & Cillán, J. G. (2012). Drivers of Customer

Likelihood to Join Grocery Retail Loyalty Programs. an Analysis of Reward
Programs and Loyalty Cards. Journal of Retailing and Consumer
Services, 19(5), 492-500.

Gotteland, D., & Boulé, J. M. (2006). The Market Orientation–New Product

Performance Relationship: Redefining the Moderating Role of
Environmental Conditions. International Journal of Research In
Marketing, 23(2), 171-185.

Greenberg, B. P. (2009). CRM at the Speed of Light, Fourth Edition: Social CRM
2.0 Strategies, Tools, and Techniques for Engaging Your Customers, 2009–
2011. New York: McGraw-Hill.

Greenberg, P. (2010). The impact of CRM 2.0 on Customer Insight, Journal of

Business & Industrial Marketing. 6(July 2009), 410–419.
https://doi.org/10.1108/08858621011066008
285
Gremler, D. D., & Brown, S. W. (1999). The Loyalty Ripple Effect: Appreciating
The Full Value of Customers. International Journal of Service Industry
Management.

Gronroos, C. (1996). Relationship Marketing Logic. Asia-Australia Marketing

Journal, 4(1), 7-18.

Guba, E. G. (1990). The paradigm dialog. California: Sage Publications.

Guba, E.G, & Lincoln, Y.S. (1994). Competing Paradigms In Qualitative

Research. In N.K. Denzin & Y.S. Lincoln (Eds), Handbook of Qualitative
Research. Thousan Oaks, CA: Sage.

Gummesson, E. (1994). Making Relationship Marketing Operational, 5(5), 5–20.

International Journal of service industry management.

Goldsmith, R. E., d’Hauteville, F., & Flynn, L. R. (1998). Theory and

measurement of consumer innovativeness: A transnational evaluation.
European Journal of Marketing.

Gomez, B. G., Arranz, A. G., & Cillan, J. G. (2006). The role of loyalty programs
in behavioral and affective loyalty. Journal of consumer marketing.
https://doi.org/10.1108/07363760610712920

Hair et al (2010). Hair J. F., Black. W. C., Babin. B.J.; and Anderson R.E. (2010)
Multivariate Data Analysis, 7th ed. Pearson Prentice Hall, New JerseyHair,
F.H, Anderson, R.E., Tatham, R.L., dan Black, W.C., 2006, Multivariate
Data Analysis With Reading, Edisi keenam, Prentice-Hall International,
Inc, New Jersey.

Hair, J.F. Hult, G.T.M,. Ringle, CM., Sarstedt, M., (2013). A Primer on Partial
Least Squares Structural Equation Modeling (PLS-SEM). Sage, Thousand
Oaks

Hanzaee, K. H., & Esmaeilpour, F. (2017). Effect of Restaurant Reward Programs

on Customers’ Loyalty: Evidence from Iran. Journal of Islamic Marketing.

Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017). Customer Engagement with
Tourism Social Media Brands.Tourism management, 59, 597-609.

Harrigan, P., & Miles, M. (n.d.). From e-CRM to s-CRM. Critical Factors
Underpinning the Social CRM Activities of SMEs. Small Enterprise
Research, 21(1), 99-116. https://doi.org/10.1080/13215906.2014.11082079

286
Harris, L., & Rae, A. (2008). Out On The Pull : How Small Firms are Making
Themselves Sexy With New Online Promotion Techniques International
Journal of Technology Marketing, 3(2), 153-168.

Haryono, S. & Wardoyo, P. (2013). Structural Equation Modeling (SEM) untuk

Penelitian Manajemen. Jakarta: PT Intermedia Personalia Utama. Jakarta.

Hendrawan, A. (2019). Pengaruh Marketing Digital Terhadap Kinerja Penjualan

Produk Umkm Asti Gauri Di Kecamatan Bantarsari Cilacap. Jurnal
Administrasi Dan Kesekretarisan, 4(1), 50-61.

Heitmann, M., Lehmann, D. R., & Herrmann, A. (2007). Choice Goal Attainment
and Decision and Consumption Satisfaction. Journal of Marketing
research, 44(2), 234-250.

Henderson, C. M., Beck, J. T., & Palmatier, R. W. (2011). Review of the

Theoretical Underpinnings of Loyalty Programs. Journal of Consumer
Psychology, 21(3), 256–276. https://doi.org/10.1016/j.jcps.2011.02.007

Hootsuite and We Are Social. (2021). Digital in 2021: Essential Insights

Into Internet, Social Media, Mobile, and E-Commerce Use In
Indonesia.

Hollebeek, L. (2011). Exploring Customer Brand Engagement : Definition and

Themes. Journal of Strategic Marketing, 19(7), 555-573.

Hollebeek, L. D. (2012). The Customer Engagement/Value Interface : An

Exploratory Investigation. Australasian Marketing Journal.
https://doi.org/10.1016/j.ausmj.2012.08.006

Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer Brand

Engagement in Social Media : Conceptualization, Scale Development and
Validation. Journal of Interactive Marketing.
https://doi.org/10.1016/j.intmar.2013.12.002

Houston, M. B. (2004). Assessing the validity of secondary data proxies for

marketing constructs. Journal of Business Research, 57(2), 154-161.

Hu, H. S., Huang, C., & Chen, P. (2010). Do Reward Programs Truly Build
Loyalty for Lodging Industry?. International Journal of Hospitality
Management, 29, 128–135. https://doi.org/10.1016/j.ijhm.2009.07.002

287
Hult, G. T. M., Nidhi, P., Morgeson, F. V, & Zhang, Y. (2018). Antecedents and
Consequences of Customer Satisfaction: Do They Differ Across Online and
Offline Purchases ? Journal of Retailing.
https://doi.org/10.1016/j.jretai.2018.10.003

Husein, Umar. (2000). Riset Pemasaran Dan Penilaian Konsumen. Jakarta: PT

Gramedia Pustaka

Hussein, A.S. 2015. Penelitian Bisnis dan Manajemen Menggunakan Partial Least
Square (PLS) dengan smartPLS 3.0. Fakultas Ekonomi dan Bisnis
Universitas Brawijaya.

Hutchins, B. (2014). Sport On The Move : The Unfolding Impact of Mobile

Communications on the Media Sport Content Economy. Journal of Sport and
Social Issues, 38(6), 509-527. Https://Doi.Org/10.1177/0193723512458933

İ, İ., Nilay, A., & Burcu, İ. (2016). Private Label Usage and Store Loyalty: The
Moderating Impact of Shopping Value. Journal of Retailing and Consumer
Services, 31, 72–79. https://doi.org/10.1016/j.jretconser.2016.03.011

Iglesias, O., Markovic, S., & Rialp, J. (2019). How Does Sensory Brand
Experience Influence Brand Equity? Considering The Roles of Customer
Satisfaction, Customer Aefective Commitment, and Employee Empathy.
Journal of Business Research, 96(May 2018), 343–354.
https://doi.org/10.1016/j.jbusres.2018.05.043

Ilic, A., Brodie, R. J., Hollebeek, L. D., & Juric, B. (2011). Customer
Engagement: Conceptual Domain, Fundamental Propositions, and
Implications for Research. https://doi.org/10.1177/1094670511411703

Ismail, A. R. (2017). The Influence of Perceived Social Media Marketing

Activities on Brand Loyalty: The mediation effect of brand and value
consciousness. Asia pacific journal of marketing and logistics, 29(1), 129-
144. https://doi.org/10.1108/APJML-10-2015-0154

Judge, T. A., Erez, A., Bono, J. E., & Thoresen, C. J. (2003). The Core Self‐
Evaluations Scale: Development of a Measure. Personnel Psychology, 56(2),
303-331.

Kahn, W. A. (1990). Psychological Conditions of Personal Engagement and

Disengagement at Work. Academy of Management Journal, 33(4), 692-724.

Kalakota, R dan Robinson, Marcia. (2001). E-Business 2.0 Roadmap for Success.
Addsion Wesley Longman Inc, Massachusetts.

288
Kam, K., So, F., King, C., Sparks, B., & Sparks, B. (2012). Customer Engagement
with Tourism Brands: Scale Development and Validation. Journal of
Hospitality & Tourism Research. https://doi.org/10.1177/1096348012451456

Kam, K., So, F., King, C., Sparks, B. A., & Wang, Y. (2016). The Role of
Customer Engagement in Building Consumer Loyalty to Tourism Brands:
The Role of Customer Engagement. Journal of Travel Research, 55(1), 64-
78. https://doi.org/10.1177/0047287514541008

Kandampully, J. (2000). Customer Loyalty In The Hotel Industry: The Role of

Customer Satisfaction and Image.

Kandampully, J., & Zhang, T. C. (2015a). Customer loyalty: a Review and Future
Directions with a Special Focus on the Hospitality Industry, 27(3), 379–414.
https://doi.org/10.1108/IJCHM-03-2014-0151

Kandampully, J., & Zhang, T. C. (2015b). Towards a Unified Customer

Experience In Online Shopping Environments.
https://doi.org/10.1108/IJQSS-07-2015-0054

Kang, J., Brashear, T., & Groza, M. D. (2015). Customer-Company Identification

and the Effectiveness of Loyalty Programs. Journal of Business Research,
68(2), 464–471. https://doi.org/10.1016/j.jbusres.2014.06.002

Kemenkopukm.go.id. Diakses Tanggal 7 Januari 2021

Khan, M. L. (2017). Computers in Human Behavior Social media engagement:

What Motivates User Participation and Consumption on YouTube ?
Computers in Human Behavior, 66, 236–247.
https://doi.org/10.1016/j.chb.2016.09.024

Kim, H., Lee, J. Y., Choi, D., & Wu, J. (2013). Perceived Benefits of Retail
Loyalty Programs : Their Effects on Program Loyalty and Customer Loyalty
Perceived Benefits of Retail Loyalty Programs :, (July 2013), 37–41.
https://doi.org/10.1080/15332667.2013.794100

Kim, M., Park, M., & Jeong, D. (2004). The Effects of Customer Satisfaction and
Switching Barrier on Customer Loyalty in Korean Mobile
Telecommunication Services, 28, 145–159.
https://doi.org/10.1016/j.telpol.2003.12.003

Klaus, P., & Maklan, S. (2013). Towards a Better Measure of Customer

Experience. International Journal of Market Research, 55(2), 227-246.

289
Kotler, Philip dan Amstrong, Gary. (2006). Prinsip-Prinsip Pemasaran, Jilid 1,
Edisi 12, Terjemahan: Bob Sabran, M.M, Jakarta: Erlangga

Kotler, Philip dan Armstrong, Gary. (2012). Principles of Marketing. New Jersey:
Prentice Hall.

Kotler, Philip; Kartajaya, Hermawan; dan Setiawan, Iwan. (2021). Marketing 4.0
Bergerak dari Tradisional ke Digital. PT Gramedia Pustaka Utama. Jakarta.

Kovač, I., Naletina, D., & Brezović, D. (2018). Factors Influencing the
Participation in Customers ’ Loyalty Programmes : The Case of Croatia, 6(2),
185–199.

Krystallis, A., & Chrysochou, P. (2014). Services The effects of Service Brand
Dimensions on Brand Loyalty. Journal of Retailing and Consumer 21, 139–
147.

Lacey, R., & Sneath, J. Z. (2006). Customer Loyalty Programs: are they Fair to
Consumers?. Journal of consumer marketing.
https://doi.org/10.1108/07363760610713000

Laroche, M., Habibi, M. R., & Richard, M. (2013). To Be or Not To Be In Social

Media: How Brand Loyalty Is Affected By Social Media ? International
Journal of Information Management, 33(1), 76–82.
https://doi.org/10.1016/j.ijinfomgt.2012.07.003

Lee, J., Tsang, N., & Pan, S. (2015). Examining the Differential Effects of Social
and Economic Rewards in A Hotel Loyalty Program. International Journal
of Hospitality Management, 49, 17–27.
https://doi.org/10.1016/j.ijhm.2015.05.003.

Lenka, U., Suar, D., & Mohapatra, P. K. (2009). Service Quality, Customer
Satisfaction, and Customer Loyalty in Indian Commercial Banks. The
Journal Of Entrepreneurship, 18(1), 47-64.
Https://Doi.Org/10.1177/097135570801800103

Leenheer, J., Heerde, H. J. Van, Bijmolt, T. H. A., & Smidts, A. (2007). Do

Loyalty Programs Really Enhance Behavioral Loyalty ? An Empirical
Analysis Accounting for Self-Selecting Members, 24, 31–47.
https://doi.org/10.1016/j.ijresmar.2006.10.005

Lewis, M. (2004). The Influence of Loyalty Programs and Short-Term Promotions

on Customer Retention. Journal of Marketing Research, 41(3), 281–292.
https://doi.org/10.1509/jmkr.41.3.281.35986

290
Liberman, N., Idson, L. C., Camacho, C. J., & Higgins, E. T. (1999). Promotion
and prevention choices between stability and change. Journal of personality
and social psychology, 77(6), 1135.

Lim, L., Woodside, A., & College, B. (2011). Customer Experiences with Brands:
Literature Review and Research Directions. The marketing review, 11(3),
205-225.

LIPI.go.id. Diakses Tanggal 18 Oktober 2021

Liu, M. T., & Brock, J. L. (2010). Antecedents of Redemption of Reward Points :

Credit Card Market in China and International Comparison, 33–45.
https://doi.org/10.1080/08961530902844923

Liu, Y., & Yang, R. (2009). Competing Loyalty Programs : Impact of Market
Saturation , Market Share , and Category Expandability, 73(January), 93–
108.

Long, C. S., Khalafinezhad, R., Khairuzzaman, W., Ismail, W., Zaleha, S., &
Rasid, A. (2017). Impact of CRM Factors on Customer Satisfaction and
Loyalty, 9(10), 247–253. https://doi.org/10.5539/ass.v9n10p247

Lovelock, Christopher., Wirtz, Jochen dan Mussry Jacky. (2013). Pemasaran Jasa:
Manusia, Teknologi, Strategi; Perspektif Indonesia. Edisi 7 Jilid 1. Jakarta:
Erlangga.

Loughlin, D. O., Szmigin, I., & Turnbull, P. (2004). From Relationships to

Experiences in Retail Financial Services, 522–539.
https://doi.org/10.1108/02652320410567935

Luarn, P., Lin, Y., & Chiu, Y. (2015). Influence of Facebook Brand-Page Posts on
Online Engagement. Online Information Review.
Https://Doi.Org/10.1108/OIR-01-2015-0029

Lukas, Ade Paul. (2001). Customer Relationship Management. Jakarta.

Ciptamaya

Luki Masriansyah. (2020). Go Digitial and Customer Relationship Marketing

Sebagai Strategi Pemulihan Bisnis Umkm Yang Efektif Dan Efisien Di Masa
Adaptasi New Normal. Seminar Nasional. Program Studi Magister
Manajemen Fakultas Ekonomi dan Bisnis Universitas Tanjungpura
Pontianak.

Macey, W.H & Schneider, B. (2008). The Meaning Of Employee Engagement.

Industrial and Organizational Psychology, 1.
291
MacKinnon, D. P. (2008). Introduction to statistical mediation analysis. New
York, NY: Lawrence Erlbaum Associates.

Magatef, S. G., & Tomalieh, E. F. (2015). The Impact of Customer Loyalty

Programs on Customer Retention. nternational Journal of Business and
Social Science, 6(8), 78-93.

Mägi, A. W. (2003). Share Of Wallet In Retailing : The Effects of Customer

Satisfaction, Loyalty Cards and Shopper Characteristics, 79, 97–106.
https://doi.org/10.1016/S0022-4359(03)00008-3

Malhotra, Naresh K. (2006). Riset Pemasaran, Pendekatan Terapan. Edisi

Keempat. Jilid 2. PT Indeks. Jakarta.

Malhotra, N. K. (2012). "Basic Marketing Research" (4th ed.). United states of

America: Pretince Hall.

Malthouse, E. C., Haenlein, M., Skiera, B., Wege, E., & Zhang, M. (2013).
Managing Customer Relationships in the Social Media Era: Introducing the
Social CRM House. Journal of Interactive Marketing, 27(4), 270–280.
https://doi.org/10.1016/j.intmar.2013.09.008

Marketeers. (2019, May). A Comprehensive Guide to Loyalty Program: 10 Types,

10 Tips, 10 Top Cases. Jakarta.

Martínez, P., Leaniz, G. De, Rodríguez, I., & Bosque, D. (n.d.). The Antecedents
of Hotel Customer Loyalty: A Social Identity Perspective, Journal of
Hospitality Marketing & Exploring (February 2015), 37–41.
https://doi.org/10.1080/19368623.2014.891961

Martı, D. (2003). An Integrated Model Of Price, Satisfaction And Loyalty: An

Empirical Analysis In The Service Sector. Journal of Product & Brand
Management. https://doi.org/10.1108/10610420710834913

Mcalexander, J. H., Schouten, J. W., & Koenig, H. F. (2002). Building Brand

Community. Journal of Marketing, 66(January), 38–54.

Mccall, M., & Voorhees, C. (2010). The Drivers of Loyalty Program Success : An
Organizing Framework and Research Agenda. Cornell Hospitality
Quarterly, 51(1), 35-52.

Meyer-waarden, L. (2008). The Influence of Loyalty Programme Membership on

Customer Purchase Behaviour. European Journal of marketing.42(1), 87–
114. https://doi.org/10.1108/03090560810840925
292
Meyer-waarden, L. (2015). Journal of Retailing and Consumer Services. Journal
of Retailing and Consumer Services, 24, 22–32.
https://doi.org/10.1016/j.jretconser.2015.01.001

Meyer-waarden, L., & Benavent, C. (2008). Grocery Retail Loyalty Program

Effects : Self-Selection or Purchase Behavior Change?
https://doi.org/10.1007/s11747-008-0123-z

Meyer, C., & Schwager, A. (2007.). Understanding Customer Experience.

Harvard business review, 85(2), 116.

Moore, R., Moore, M. L., Capella, M., Moore, R., & Moore, M. L. (2011). The
impact of customer-to-customer interactions in a high personal contact
service setting. https://doi.org/10.1108/08876040510625981

Mursid, M.C., (2018). SPSS_AMOS Analisis Model Persamaan Struktural pada

Riset Internasional (Beserta Sistematika Penyajian Data Hasil Analisis).
Penerbit Khoirunnisa: Tegal, Indonesia.

Muslikh., Byarwati, A., & Hidayati, R. (2017). Upaya Meningkatkan Kinerja

Pemasaran Produk UMKM Di Kampung Wisata Tegalwaru Kabupaten
Bogor. Sustainable Competitive Advantage (SCA), 6(1).

Neuman, W. L. (2006). Social Research Methods: Qualitative and Quantitative

Approaches, Sixth Edition. Boston: Pearson Education, Inc

Noble, S. M., Esmark, C. L., & Noble, C. H. (2014). Accumulation versus instant
loyalty programs : The in fl uence of controlling policies on customers ’
commitments ☆. Journal of Business Research, 67(3), 361–368.
https://doi.org/10.1016/j.jbusres.2013.01.002

Nyadzayo, M. W., & Khajehzadeh, S. (2016). Journal of Retailing and Consumer

Services The antecedents of customer loyalty : A moderated mediation model
of customer relationship management quality and brand image, 30, 262–270.

Nysveen, H., & Pedersen, P. E. (2014). Influences of Cocreation on Brand

Experience. International Journal of Market Research, 56(6), 807-832.

Okazaki, S., Mercedes, A. M. D., Héctor, R., Okazaki, S., Mercedes, A. M. D.,
Héctor, R., … Rozano, M. (2015). Using Twitter to engage with customers :
a data mining approach. https://doi.org/10.1108/IntR-11-2013-0249

Oliver, R. L. (1999). Whence consumer loyalty? The Journal of Marketing, 63,

33–44. https://doi.org/10.2307/1252099
293
Omar, N. A., Aniza, C., Wel, C., Aziz, N. A., & Alam, S. S. (2013). Investigating
the Structural Relationship between Loyalty Programme Service Quality,
Satisfaction and Loyalty for Retail Loyalty Programmes: Evidence from
Malaysia, 17(1), 33–50. https://doi.org/10.1108/13683041311311356

Omar, N. A., Aziz, N. A., & Nazri, M. A. (2011). Understanding The

Relationships Of Program Satisfaction , Program Loyalty And Store Loyalty
Among Cardholders Of Loyalty Programs, 16(1), 21–41.

Ong, C. H., Lee, H. W., & Ramayah, T. (2018). Impact of brand experience on
loyalty. Journal of Hospitality Marketing & Management, 27(07), 1–20.
https://doi.org/10.1080/19368623.2018.1445055

Palmatier, W. R. (2008). Relationship Marketing. Journal Marketing Science

Institute.

Pan, Y., Sheng, S., & Xie, F. T. (2012). Antecedents of Customer Loyalty: An
Empirical Synthesis and Reexamination. Journal of Retailing and Consumer
Services, 19(1), 150–158. https://doi.org/10.1016/j.jretconser.2011.11.004

Papadas, K., Avlonitis, G. J., & Carrigan, M. (2017). Green Marketing

Orientation : Conceptualization, Scale Development and Validation. Journal
of Business Research, (April), 0–1.
https://doi.org/10.1016/j.jbusres.2017.05.024

Paper, W. (2017). Teori Pertukaran Sosial Peter Blau, (November).

Pappas, I. O., Pateli, A. G., & Giannakos, M. N. (2014). Moderating Effects of

Online Shopping Experience on Customer Satisfaction and Repurchase
Intentions, 42(3), 187–204. https://doi.org/10.1108/IJRDM-03-2012-0034

Pattarakitham, A. (2015). The Influence of Customer Interaction, Variety, and

Convenience on Customer Satisfaction and Revisit Intention: A Study of
Shopping Mall in Bangkok, 3(11), 1072–1075.
https://doi.org/10.7763/JOEBM.2015.V3.336

Peelen, E. 2005. Customer Relationship Management. England: Prentice Hall,

Pearson Education.

Picón, A., Castro, I., & Roldán, J. L. (2014). The Relationship between
Satisfaction and Loyalty : A Mediator Analysis. Journal of Business
Research, 67(5), 746–751. https://doi.org/10.1016/j.jbusres.2013.11.038

294
Pollack, B. L., & Alexandrov, A. (2013). Nomological validity of the Net
Promoter Index question. Journal of Services Marketing.

Priambada, S. (2017). Potensi Media Sosial Bagi Usaha Kecil Dan Menengah
(UKM) Di Malang Raya. SESINDO 9, 2017.

Raab, C., Berezan, O., Krishen, A. S., & Tanford, S. (2016). What ’ s in a Word ?
Building Program Loyalty through Social Media Communication.
https://doi.org/10.1177/1938965515619488

Rai, A. K., & Medha, S. (2013). The Antecedents of Customer Loyalty : An

Empirical Investigation in Life Insurance Context, 5(2), 139–163.
https://doi.org/10.7441/joc.2013.02.10

Ramly, S. M., & Omar, N. A. (2016). The Relative Contribution of Loyalty

Programs and Store Attributes to Store Engagement and Equity, 1(1), 42–52.
https://doi.org/10.20474/jabs-1.1.7

Rehnen, L., Bartsch, S., Kull, M., Meyer, A., Rehnen, L., Bartsch, S., Meyer, A.
(2017). Exploring the Impact of Rewarded Social Media Engagement in
Loyalty Programs. https://doi.org/10.1108/JOSM-10-2015-0338

Reichheld, F. F., & Sasser, W. E. (1990). Zero Defeofions: Quoliiy Comes to

Services. Harvard business review, 68(5), 105-111.

Reza, M., Laroche, M., & Richard, M. (2014). The Roles of Brand Community
and Community Engagement in Building Brand Trust on Social Media.
Computers In Human Behavior, 37, 152–161.
https://doi.org/10.1016/j.chb.2014.04.016

Rodgers, W. (n.d.). The Moderating Effect of On-line Experience on the

Antecedents and Consequences of On-Line, 22(April 2005), 313–331.
https://doi.org/10.1002/mar.20061

Rose, S., Hair, N., & Clark, M. (2011). Online Customer Experience : A Review
of the Business-to-Consumer Online, 13, 24–39.
https://doi.org/10.1111/j.1468-2370.2010.00280.x

Rosenbaum, M. S., Ostrom, A. L., Kuntze, R., Rosenbaum, M. S., Ostrom, A. L.,
& Kuntze, R. (2006). Loyalty programs and a sense of community.
https://doi.org/10.1108/08876040510605253

Rowley, J., & Dawes, J. (1999). Customer loyalty ± a relevant concept for
libraries ?, 20(6), 345–351.

295
Rubio, N., Villaseñor, N., & Yagüe, M. J. (2016). Journal of Retailing and
Consumer Services Creation of consumer loyalty and trust in the retailer
through store brands : The moderating effect of choice of store brand name.
Journal of Retailing and Consumer Services.
https://doi.org/10.1016/j.jretconser.2016.07.014

Saks, A. M. (2006). Antecedents and consequences of employee engagement.

https://doi.org/10.1108/02683940610690169

Sands, S., Harper, E., & Ferraro, C. (2011). Journal of Retailing and Consumer
Services Customer-to-noncustomer interactions : Extending the ‘ social ’
dimension of the store environment. Journal of Retailing and Consumer
Services, 18(5), 438–447. https://doi.org/10.1016/j.jretconser.2011.06.007

Sarwono, Jonathan. (2015). Membuat Skripsi, Tesis, dan Disertasi dengan Partial
Least Square SEM (PLS-SEM). ANDI. Yogyakarta.

Saxena, A. (2013). Advertising on Social Network Sites : A Structural Equation

Modelling Approach. https://doi.org/10.1177/0972262912469560

Schaufeli, Salanova, Gonzalez-Roma, V., & Bakker, A. B. (2002). The

Measurement of Engagement and Burnout: A Two Sample Confirmatory
Factor Analytic Approach. Journal of Happiness Studies, 3, 71-92.

Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience : What Is It ? How Is

It Measured ? Does It Affect Loyalty ?, 73(May), 52–68.

Shamsudin, M. F., Ishak, M. F., Ahmad, A. H., & Hassan, S. (2020). Market
orientation and customer engagement towards customer satisfaction in
banking industry. Journal of Critical Reviews, 7(16), 966-974.

Sharp, B., & Sharp, A. (1997). Loyalty programs and their impact on repeat-
purchase loyalty patterns. International Journal of Research in Marketing,
14(5), 473–486.

Sheth, J.N., Mittall, B., Newman, B.I., (1999). Consumer behavior & beyond.
Dryden Press Sydney.

Shoemaker, S., & Lewis, R. C. (1999). Customer loyalty: the future of hospitality
marketing. International journal of hospitality management, 18(4), 345-370

Shuck, B. (2011). Four Emerging Perspectives of Employee Engagement: An

Integrative. Human Resource Development Review.
https://doi.org/10.1177/1534484311410840

296
Shulga, L., & Tanford, S. (2017). Measuring Perceptions of Fairness of Loyalty
Program Members, 8623(September).
https://doi.org/10.1080/19368623.2017.1359724

Sidi, A. P., & Yogatama, A. N. (2019). Mediasi Intellectual Capital Atas

Pengaruh Digital Marketing Terhadap Kinerja Pemasaran. Iqtishoduna,
15(2), 129-152.

Sivesan, 2012, Impact of Relationship Marketing on Customer Loyaltyon Banking

Sectors, Journals of South Academic Research, volume 2, issue3, pp. 179-
191.

Smartbisnis.co.id. Diakses Tanggal 7 Januari 2021.

Smith, A., & Sparks, L. (2009). “It’ s nice to get a wee treat if you’ ve had a bad
week”: Consumer motivations in retail loyalty scheme points redemption.
Journal of Business Research, 62(5), 542–547.
https://doi.org/10.1016/j.jbusres.2008.06.013

So, J. T., Danaher, T., & Gupta, S. (2015). What do customers get and give in
return for loyalty program membership? Australasian Marketing Journal
(AMJ). https://doi.org/10.1016/j.ausmj.2015.02.002

Solihin, Mahfud dan Ratmono, Dwi. (2013). Analisis SEM-PLS dengan WarpPLS
3.0 untuk Hubungan Nonlinier dalam Penelitian Sosial dan Bisnis. Penerbit
Andi Yogyakarta.

Sosianika, A., Kusdibyo, L., & Wibisono, N. (2018). Penguatan Kinerja

Pemasaran Melalui Promosi Online Produk Kelompok UMKM
Tongtengpakcur Tasikmalaya, Jawa Barat. Jurnal Difusi, 1(2).

Spiro, R. L., & Weitz, B. A. (1990). Adaptive selling: Conceptualization,

measurement, and nomological validity. Journal of marketing Research,
27(1), 61-69.

Srivastava, M., & Kaul, D. (2014). Social Interaction, Convenience and Customer
satisfaction : The Mediating Effect of Customer Experience. Journal of
Retailing and Consumer Services, 21(6), 1028–1037.
https://doi.org/10.1016/j.jretconser.2014.04.007

Srivastava, M., & Kaul, D. (2016). Journal of Retailing and Consumer Services
Exploring the link between customer experience – loyalty – consumer spend.
Journal of Retailing and Consumer Services, 31, 277–286.
https://doi.org/10.1016/j.jretconser.2016.04.009

297
Stathopoulou, A., & Balabanis, G. (2016). The Effects of Loyalty Programs on
Customer Satisfaction , Trust , and loyalty Toward High-and low-end
Fashion Retailers. Journal of Business Research.
https://doi.org/10.1016/j.jbusres.2016.04.177

Steel, M., Dubelaar, C., & Ewing, M. T. (2013). Industrial Marketing

Management Developing customised CRM projects : The role of industry
norms , organisational context and customer expectations on CRM
implementation. Industrial Marketing Management.
https://doi.org/10.1016/j.indmarman.2012.08.009

Steinhoff, L., & Palmatier, R. W. (2014). Understanding loyalty program

effectiveness : managing target and bystander effects, (2).
https://doi.org/10.1007/s11747-014-0405-6

Sugandini, D., Effendi, M. I., Istanto, Y., Arundati, R., & Rahmawati, E. D.
pemasaran digital: adopsi media sosial pada UKM.

Suh, J., & Yi, Y. (2010). Do Consumption Goals Matter ? The Effects Of Online
Loyalty Programs In The Satisfaction-Loyalty Relation, 549–557.
Https://Doi.Org/10.1002/Mar

Suliyanto. (2005). Analisis Data dalam Pemasaran, Bogor: Ghalia Indonesia

Suliyanto. (2011). Ekonometrika Terapan: Teori dan Aplikasi dengan SPSS.

Penerbit Andi. Yogyakarta

Suliyanto. (2013). Financing Model of Coconut Sugar Micro Small and Medium
Entreprises (MSMEs) in Indonesia. International Business Management 7
(5): 410-413, 2013

Suliyanto. (2018). Metode Penelitian Bisnis Untuk Skripsi, Thesis dan Disertasi.
Penerbit Andi Yogyakarta

Sun, X., Chi, C. G., & Xu, H. (2013). Developing Destination Loyalty : The Case
Of Hainan. Annals of Tourism Research, 43(40871060), 547–577.
https://doi.org/10.1016/j.annals.2013.04.006

Supardi. (1993). Populasi dan Sampel Penelitian. . UNISIA. no. 17 TAHUN XIII
TRIWULAN VI-1993

Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-

analysis of the empirical evidence. Journal of the academy of marketing
science, 29(1), 16-35.

298
Tabachnick, B. G., & Fidell, L. S. (2007). Using Multivariate Analysis (5thed.).
USA: Pearson.

Tajvidi, R., & Karami, A. (2017). Computers in Human Behavior The effect of
social media on fi rm performance. Computers in Human Behavior, 1–10.
https://doi.org/10.1016/j.chb.2017.09.026

Tanford, S. (2013). The impact of tier level on attitudinal and behavioral loyalty
of hotel reward program members. International Journal of Hospitality
Management, 34(1). https://doi.org/10.1016/j.ijhm.2013.04.006

Tanford, S. (2016). Antecedents and Outcomes of Hospitality Loyalty : A Meta-

Analysis. https://doi.org/10.1177/1938965516640121

Tanford, S., & Montgomery, R. (2015). Developing Loyalty Programs For

Convention Attendees : An Exploratory Study, 57–77. Https://Doi.Org/
10.1080/15256480.2015.991989

Thibaut, J., & Kelley, H. (1959). The social psychology of groups. New York:
Wiley.

Toufaily, E., Ricard, L., & Perrien, J. (2013a). Customer loyalty to a commercial
website : Descriptive meta-analysis of the empirical literature and proposal of
an integrative model. Journal of Business Research, 66(9), 1436–1447.
https://doi.org/10.1016/j.jbusres.2012.05.011

Toufaily, E., Ricard, L., & Perrien, J. (2013b). Customer loyalty to a commercial
website : Descriptive meta-analysis of the empirical literature and proposal of
an integrative model. Journal of Business Research, 66(9), 1436–1447.
https://doi.org/10.1016/j.jbusres.2012.05.011

Trainor, K. J., Mick, J., Rapp, A., & Agnihotri, R. (2013). Social media
technology usage and customer relationship performance : A capabilities-
based examination of social CRM. Journal of Business Research.
https://doi.org/10.1016/j.jbusres.2013.05.002

Ul, J., Hollebeek, L. D., Rahman, Z., Khan, I., & Rasool, A. (2019). Journal of
Retailing and Consumer Services Customer engagement in the service
context : An empirical investigation of the construct , its antecedents and
consequences. Journal of Retailing and Consumer Services, 50(April), 277–
285. https://doi.org/10.1016/j.jretconser.2019.05.018

Uncles, M., & Dowling, G. (2003). Customer loyalty and customer loyalty
programs. Of Consumer Marketing, (July 2003).
https://doi.org/10.1108/07363760310483676
299
Utami, A. D., & Purnama, B. E. (2012, August). Pemanfaatan jejaring sosial
(Facebook) sebagai media bisnis online (Studi kasus di batik Solo 85).
In Seruni-Seminar Riset Unggulan Nasional Inoformatika dan
Komputer (Vol. 1, No. 1).

Vesel, P., & Zabkar, V. (2009). Journal of Retailing and Consumer Services
Managing customer loyalty through the mediating role of satisfaction in the
DIY retail loyalty program. Journal of Retailing and Consumer Services,
16(5), 396–406. https://doi.org/10.1016/j.jretconser.2009.05.002

Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer Engagement :

Exploring Customer Relationships Beyond Purchase, 20(2), 127–145.
https://doi.org/10.2753/MTP1069-6679200201

Vogt, C. A., & Knutson, B. J. (2015). Relationships Among Customer Satisfaction

, Delight , And Loyalty In The Hospitality Industry, 39(2), 170–197.
https://doi.org/10.1177/1096348012471376

Wagner, T., Hennig-thurau, T., & Rudolph, T. (2009). Jeopardize Loyalty ?,

73(May), 69–85.

Walidin, H. Warul, dkk. 2015. Metodologi Penelitian Kualitatif & Grounded

Theory. Banda Aceh: FTK Ar-Ranity Press.

Walter, N., Cleff, T., & Chu, G. (n.d.). Brand Experience ’ S Influence On
Customer Satisfaction And Loyalty : A Mirage In Marketing Research ?

Wang, F. (2019). Innovating the customer loyalty program with social media A
case study of best practices using, 32(5), 807–823.
https://doi.org/10.1108/JEIM-10-2018-0224

Wang, Y. S., Tang, T. I., & Tang, J. T. E. (2001). An instrument for measuring
customer satisfaction toward web sites that market digital products and
services. J. Electron. Commer. Res., 2(3), 89-102.

Watson, G. F., Beck, J. T., Henderson, C. M., & Palmatier, R. W. (2015).

Building, measuring, and profiting from customer loyalty. Journal of the
Academy of Marketing Science, 43(6). https://doi.org/10.1007/s11747-015-
0439-4

Wold, H. O. (1980). Model Construction and Evaluation when Theoretical

Knowledge Is Scarce. In J. Kmenta, & J. B. Ramsey (Eds.), Evaluation of
Econometric Models (pp. 47 – 74). New York: Academic Press.

300
Wolff, W., Bieleke, M., Englert, C., Bertrams, A., Schüler, J., & Martarelli, C.
(2021). A single item measure of self-control–validation and location in a
nomological network of self-control, boredom, and if-then planning.

Woodcock, N., Green, A., & Starkey, M. (2011). Social CRM as a business
strategy, 18(February), 50–64. https://doi.org/10.1057/dbm.2011.7

Wu, A. D., & Zumbo, B. D. (2008). Understanding And Using Mediators And
Moderators. Social Indicators Research, 87(3), 367-392.

Wu, J., Fan, S., & Zhao, J. L. (2017). Information & Management Community
engagement and online word of mouth : An empirical investigation, (May).
https://doi.org/10.1016/j.im.2017.07.002

X, D. X. X. S. D. X. (2018). Navigating from programme loyalty to company

loyalty Gupta,. IIMB Management Review, 30(3), 196–206.
https://doi.org/10.1016/j.iimb.2018.01.009

Xie, K. L., & Chen, C. (n.d.). Journal of Hospitality Marketing & Progress in
Loyalty Program Research : Facts , Debates , and Future Research Progress
in Loyalty Program Research : Facts , (June 2013), 37–41.
https://doi.org/10.1080/19368623.2012.686148

Xie, L. K., & Chen, C. (2013). Progress in Loyalty Program Research: Facts,
Debates, and Future Research, 22.

Yang, Z., & Peterson, R. T. (2004). Customer Perceived Value, Satisfaction, And
Loyalty: The Role Of Switching Costs. Psychology And Marketing, 21(10),
799–822. Https://Doi.Org/10.1002/Mar.20030

Yi, Y. (2008). Journal of the Academy of Marketing Science Effects of Loyalty

Programs on Value Perception , Program Loyalty , and Brand Loyalty.
https://doi.org/10.1177/0092070303253082

Yi, Y., & Gong, T. (2008). The effects of customer justice perception and affect
on customer citizenship behavior and customer dysfunctional behavior.
Industrial Marketing Management, 37(7), 767–783.
https://doi.org/10.1016/j.indmarman.2008.01.005

Yoon, C. (2010). Computers in Human Behavior Antecedents of Customer

Satisfaction with Online Banking in China : The effects of experience.
Computers in Human Behavior, 26(6), 1296–1304.
https://doi.org/10.1016/j.chb.2010.04.001

301
Zaid, S., & Patwayati, P. (2021). Impact of Customer Experience and Customer
Engagement on Satisfaction and Loyalty : A Case Study in Indonesia, 8(4),
983–992. https://doi.org/10.13106/jafeb.2021.vol8.no4.0983

Zakaria, I., Rahman, B. A., Othman, A. K., Azlina, N., Yunus, M., Dzulkipli, M.
R., Osman, 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.
https://doi.org/10.1016/j.sbspro.2014.03.643

Zeithaml, Bitner, dan Gremler. (2009). Service Marketing: Integrating Customer

Focus Across the Firm.

Zeithaml,Valarie A and Bitner, M.J. (2003). Service Marketing. Tata. McGraw-

Hill. NewDelhi.

Zineldin, M. (2006). The Royalty of Loyalty: CRM, Quality and

Retention. Journal of consumer marketing.

302