Excellent service : the secrets of building a service organization / Hyacintha Susanti penulis Edy Sembodo editor Heria Windasuri penulis BusinessGrowth Team penulis text Jakarta : Gramedia Pustaka Utama, 2017 Bibliografi : hlm 207-208 Pelanggan, Pelayanan Informasi, Pelayanan URN:ISBN: 978-602-03-3629-9