Zeithaml, Valarie A., author
Delivering quality service : balancing customer perceptions and expectations
Free Press, 1990.
 Buku Teks
International variations in measuring customer expectations
 Artikel Jurnal
Payne, Shelia, author
Glorier business library: delivering customer service
Glorier International, 1999
 Buku Referensi
Hernon, Peter, author
Assessing service quality: satisfying the expectations of library customers
American Library Association, 2015
 Buku Teks
Elvia Sunityo-Shauki, author
The impact of student perceptions and expectations on student's results: an empirical study in teaching the introductory accounting course in the University of Indonesia
[Fakultas Eknonomi dan Bisnis Universitas Indonesia, Fakultas Ekonomi UI], 2006
 Artikel Jurnal
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