Gaya APA

Tschohl, J., Franzmeler, S. (2003). Acheiving Excellence Through Customer Service : Unggul Bersaing Melalui Layanan Pelanggan (Satu). Jakarta: PT. Gramedia Pustaka Utama.

Gaya MLA

Tschohl, John., Franzmeler, Steve. "Acheiving Excellence Through Customer Service : Unggul Bersaing Melalui Layanan Pelanggan". Satu Jakarta: PT. Gramedia Pustaka Utama, 2003. Text.