4 1 30 Palmer, Adrian Primary Author mixed material 0077097483 London McGraw-Hill 2001 principles+of+service+.jpeg delivering consumers expectation Bima, Johanes Primary Author Soenarjo, Krisna Dani Primary Author Oesoef, Landy Primary Author Lensun, Leslie Primary Author Antonio, SW Primary Author mixed material Jakarta IPMI 1999 GFP+Cover.jpg Kamal, Adelina Primary Author Dewi, Anita Primary Author Nurmawan, Meilianty Primary Author Utama, Nina Primary Author Ugianto Primary Author Hadiputra, Wibisono Primary Author mixed material Jakarta IPMI 1999 GFP+Cover.jpg Hou, Amin Primary Author Ruslim, Hermanto Primary Author Tanuwijaya, Tatat Primary Author Ponto, William Primary Author mixed material Jakarta IPMI 1998 GFP+Cover.jpg