Armistead, Colin G.
Costumer service and support=layanan dan dukungan kepada pelanggan
Elex Media Komputindo, 1996
 Buku Teks
Macaulay, Steve
How to improve your costumer service = kiat meningkatkan pelayanan bagi pelanggan / Steve Macaulay, Sarah Cook
Gramedia Pustaka Utama, 1997
 Buku Teks SO
Cheverton, Peter
If you're so briliant... how come you can't identify your key customers=Kiat sukses seleksi pelanggan paling potensif/Peter Cheverton; penerjemah Andre Wiriadi
Elex Media Komputindo, 2003
 Buku Teks SO
Noor Rahmania, Author
Analisis Atribut Kualitas Pelayanan Dan Kepuasan Pelanggan Perum Pegadaian DKI Jakarta
2005
 UI - Tesis Membership
DeVrye, Catherine
Good service is good business=7 strategi sederhana menuju sukses
Gramedia Pustaka Utama, 1997
 Buku Teks SO