Cartwright, Roger
In charge of customer satisfaction/Roger Cartwright, George Green
Oxford Blackwell 1997,
 Buku Teks
Melani, author
Peran kualitas jasa dalam membangun loyalitas pelanggan = Role of Service Quality to Build Customer Loyality
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2008
 UI - Tesis (Open)
Adhitya Buwono, author
Pengaruh Switching Cost, Service Quality, Customer Satisfaction terhadap Customer Loyalty pada Provider GSM Berbasis Prabayar di Jakarta
Fakultas Eknonomi dan Bisnis Universitas Indonesia, 2010
 UI - Tesis (Open)
Yenny Hartono, author
Tingkat Kepuasan Pelanggan Internal di Laboratorium Pusat Rujukan Nasional Prodia Jakarta = Internal Customer Satisfaction Index Prodia National Referral Laboratory Jakarta
Fakultas Kesehatan Masyarakat Universitas Indonesia, 2010
 UI - Tesis (Open)
Filino Nicholas Liberty, author
Analisis performa media sosial dalam customer service (studi kasus: XLcare) = Analysis of social media service performance in customer service area (case study: @XLcare) / Filino Nicholas Liberty
2015
 UI - Tesis (Membership)
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