Gaya APA

Tschohl, J., Franzmeier, S. (2003). Achieving excellence through customer service: unggul bersaing melalui layanan pelanggan . Jakarta: Gramedia Pustaka Utama.

Gaya MLA

Tschohl, John., Franzmeier, Steve. "Achieving excellence through customer service: unggul bersaing melalui layanan pelanggan". Jakarta: Gramedia Pustaka Utama, 2003. Text.