Gaya APA

Zeithaml, V, A., Bitner, M, J. (1996). Service marketing : Valarie A. Zeithaml adn Mary Jo Bitner . New York: The McGraw-Hill Companies, Inc..

Gaya MLA

Zeithaml, Valarie, A.., Bitner, Mary, Jo. "Service marketing : Valarie A. Zeithaml adn Mary Jo Bitner". New York: The McGraw-Hill Companies, Inc., 1996. BUKU.