Gaya APA

Tschohl, J. et al (2003). Achieving Excellece through Customer Services : Unggul, Bersaing melalui layanan pelanggan . Jakarta: PT Gramedia Pustaka Utama.

Gaya MLA

Tschohl, John. et al. "Achieving Excellece through Customer Services : Unggul, Bersaing melalui layanan pelanggan". Jakarta: PT Gramedia Pustaka Utama, 2003. Text.