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Service Strategy, Service Design Dan Service Transition
Gronroos, C. (2007). Service Management And Marketing: Customer Management In Service Servic
Richard Normann (2000), Service Management. Strategy And Leadership In Service Business (3rd Ed), Wi
Richard Normann (2000), Service Management. Strategy And Leadership In Service Business (3rd Ed), Wi
Knapp, Customer Service Skills For The Service Desk Professional, 4thedition Isbn 978-1-285-06358-
Knapp, Customer Service Skills For The Service Desk Professional, 4thedition Isbn 978-1-285-06358-
Service Operations Management - Improving Service Delivery, Robert Johnston, Graham Clark, Pearson P
Service Operations Management - Improving Service Delivery, Robert Johnston, Graham Clark, Pearson P