Suharto Abdul Masjid
Customer service dalam bisnis jasa transportasi
Rajawali Grafindo Persada, 2009
 Buku Teks
Ainun Nisalatin Najiyah
Strategi peningkatan kualitas layanan terminal petikemas menggunakan metode servqual dan house of quality = Service quality improvement strategy for container terminal using servqual and house of quality.
Fakultas Teknik Universitas Indonesia, 2021
 UI - Skripsi (Membership)
Ika Wirastuti Handayani
Kualitas pelayanan pelanggan pada perusahaan berbasis customer relationship management (CRM). Ssebuah studi kasus pada call center 1M3 = Quality of customer service in a Customer Relationship Management (CRM) based company. A case study in the IM3 call center
Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2003
 UI - Tesis (Membership)
Melani
Peran kualitas jasa dalam membangun loyalitas pelanggan = Role of Service Quality to Build Customer Loyality
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2008
 UI - Tesis (Open)
Bell, Chip R.
Managing knock your socks off service
[American Management Association, American Management Association], 2013
 eBooks