Andreani, F., Y. Sumargo, and C. Lie. “THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON CUSTOMER LOYALTY IN JW MARRIOTT HOTEL SURABAYA”. Jurnal Manajemen Dan Kewirausahaan, vol. 14, no. 2, Jan. 2013, pp. 156-63, doi:10.9744/jmk.14.2.156-163.