Gaya APA

ZEITHAML, V, A. et al (1990). Delivery Quality Service - Balancing Customer Perceptions and Expectations . New York: Lembaga Pengembangan Anak Maibel.

Gaya MLA

ZEITHAML, Valerie, A.. et al. "Delivery Quality Service - Balancing Customer Perceptions and Expectations". New York: Lembaga Pengembangan Anak Maibel, 1990. Text.