Gaya APA

Tschohl, J. et al (2003). Acheiving Excellence Through Customer Service = Unggul Bersaing Melalui Layanan Pelanggan . Jakarta: PT. Gramedia Pustaka Utama.

Gaya MLA

Tschohl, John. et al. "Acheiving Excellence Through Customer Service = Unggul Bersaing Melalui Layanan Pelanggan". Jakarta: PT. Gramedia Pustaka Utama, 2003. Text.