Macaulay, Steve
How to improve your costumer service = kiat meningkatkan pelayanan bagi pelanggan / Steve Macaulay, Sarah Cook
Gramedia Pustaka Utama, 1997
 Buku Teks
Oka A. Yoeti
Customer service cara efektif memuaskan pelanggan
Pradnya Paramita, 2005
 Buku Teks
Cheverton, Peter
If you're so briliant... how come you can't identify your key customers=Kiat sukses seleksi pelanggan paling potensif/Peter Cheverton; penerjemah Andre Wiriadi
Elex Media Komputindo, 2003
 Buku Teks
Noor Rahmania, Author
Analisis Atribut Kualitas Pelayanan Dan Kepuasan Pelanggan Perum Pegadaian DKI Jakarta
2005
 UI - Tesis (Membership)
DeVrye, Catherine
Good service is good business=7 strategi sederhana menuju sukses
Gramedia Pustaka Utama, 1997
 Buku Teks