Gaya APA

Cook, S., Risalah, , K, A, F. (2004). Customer care excellence . : Penerbit PPM.Jakarta.

Gaya MLA

Cook, Sarah., Risalah, , Kemas, Achmad, Faizal. "Customer care excellence ". : Penerbit PPM.Jakarta, 2004. Koleksi Elektronik.