Kasmir, author
Etika customer service
RajaGrafindo Persada, 2005
 Buku Teks
Gallagher, Richard S., author
Great customer connections: simple psychological techniques that guarantee exceptional service
American Management Association, 2006
 eBooks
Kasmir, author
Etika customer service / Kasmir
RajaGrafindo Persada, 2005
 Buku Teks
Zemke, Ron
Knock your socks off service recovery
[American Management Association, ], 2000
 eBooks
Ratih Permata, author
Usulan rancangan program pelatihan pelayanan berfokus pelanggan pada perawat ICU rumah sakit X
Fakultas Psikologi Universitas Indonesia, 2006
 UI - Tesis (Membership)
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