Gaya APA

Tjiptono, F. (2011). SERVICE, QUALITY & SATISFACTION, ED 3 (3). Yogyakarta: Andi Offset.

Gaya MLA

Tjiptono, Fandy. "SERVICE, QUALITY & SATISFACTION, ED 3". 3 Yogyakarta: Andi Offset, 2011. Buku Inti.