Fuwuye de jingying celue = managing in the service economy = 服務業的經營策略 / James L. Heskett ; Haisikaite zhu ; Wang Kejie, Li Huiju he yi.

Remote service technology perception and its impact on customer-provider relationships : an empirical exploratory study in a B-to-B-setting

Customer service dalam bisnis jasa transportasi

Strategi peningkatan kualitas layanan terminal petikemas menggunakan metode servqual dan house of quality = Service quality improvement strategy for container terminal using servqual and house of quality.

Kualitas pelayanan pelanggan pada perusahaan berbasis customer relationship management (CRM). Ssebuah studi kasus pada call center 1M3 = Quality of customer service in a Customer Relationship Management (CRM) based company. A case study in the IM3 call center