Fanny Novandra, author
Desain balanced scorecard dalam pengelolaan kinerja corporate customer care center (C4) (Studi kasus di PT. Telkom divisi Enterprise Service Center)
Fakultas Teknik Universitas Indonesia, 2006
 UI - Tesis (Membership)
Muchlis Sobana, author
Analisis kualitas pelayanan dengan pendekatan Service Triangle di PT. Thames PAM Jaya Customer Center Pulomas
Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2003
 UI - Tesis (Membership)
Kasmir, author
Etika customer service
RajaGrafindo Persada, 2005
 Buku Teks
Kasmir, author
Etika customer service / Kasmir
RajaGrafindo Persada, 2005
 Buku Teks
Lucas, Robert W., author
Customer service : skills for success
McGrow-Hill, 2015
 Buku Teks
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