APA Style

Tschohl, J., Franzmeier, S. (2003). Achieving Excellence Through Customer Service : Unggul Bersaing Melalui Layanan Pelanggan . Jakarta: Gramedia Pustaka Utama.

MLA Style

Tschohl, John., Franzmeier, Steve. "Achieving Excellence Through Customer Service : Unggul Bersaing Melalui Layanan Pelanggan". Jakarta: Gramedia Pustaka Utama, 2003. Text.