Lovelock, Christopher H., author
Principles of service marketing and management
Pearson Education international, 2002
 Buku Teks
Peters, Jan Hendrik, author
Service management : managing the image
Trisakti University, 1999
 Buku Teks
Lewis, Judith A., 1939-, author
Management of human service programs
Brooks/Cole, 2012
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Service management: an integrated approach
edited by Bart van Looy and Roland van Dierdonck
Pitman, 1998
 Buku Teks
Carlzon, Jan, author
Moments of truth: new strategies for today's customer-driver economy
Harper Collins Publishers, 1989
 Buku Teks
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