Gaya APA

TSCHOHL, J. (2003). Achieving excellence through customer service = Unggul bersaing melalui layanan pelanggan / John Tcshohl, Steve Franzmeier . Jakarta: Gramedia Pustaka Utama.

Gaya MLA

TSCHOHL, John. "Achieving excellence through customer service = Unggul bersaing melalui layanan pelanggan / John Tcshohl, Steve Franzmeier". Jakarta: Gramedia Pustaka Utama, 2003. Text.