Service with character: Cerita keberhasilan layanan di era horizontal dalam menciptakan loyalitas dan rekomendasi pelanggan
Pengarang : Mussry, Jacky, Sastrawinata, Abdi, Novijanto, Wahju
Penerbit : Gramedia Pustaka Utama, 2012
ISBN/ISSN : 978-979-22-7896-5
Process assessment and ISO/IEC 15504 a reference book
Pengarang : Loon, Van Han
Penerbit : Springer, 2007
ISBN/ISSN : 978-0-387-30048-1
Superhero juga manusia
Pengarang : Kartajaya, Hermawan, Mulyono
Penerbit : Gramedia Pustaka Utama, 2012
ISBN/ISSN : 978-979-22-9118-6
Analysis for marketing planning
Pengarang : Lehmann, Donald R., Winer, Russell S.
Penerbit : Mcgraw - Hill Companies, 2005
ISBN/ISSN : 007-123831-x
Customer driven marketing: the ideal way to increased profits through marketing, sales and service improvement
Pengarang : Frazer - Robinson, John
Penerbit : Kogan Page, 1997
ISBN/ISSN : 0-7494-2418-4
Marketing 3.0: mulai dari produk ke pelanggan ke human spirit
Pengarang : Hermawan Kartajaya, Kotler, Philip, Iwan Setiawan
Penerbit : Erlangga, 2010
ISBN/ISSN : 978-979-075-961-9
Demystifying ISO 9001 : 2000
Pengarang : Paradise, gerard W
Penerbit : Prentice Hall, 2002
ISBN/ISSN : 0-13-062046-7
Creating Quality : process design for results
Pengarang : kolarik, William J
Penerbit : McGraw-Hill Book Company, 1999
ISBN/ISSN : 0-07-116428-6
Closing the quality gap: lessons from america's leading companies
Pengarang : Hiam, Alexander
Penerbit : Prentice Hall, 1992
ISBN/ISSN : 0-13-138413-9
Measuring marketing 103 key metrics every marketer needs
Pengarang : Davis, John
Penerbit : John Wiley & Sons, 2007
ISBN/ISSN : 0-470-82132-9
