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	1.	Why service stinks-- and exactly what to do about it! / by T. Scott Gross by Gross, T. Scott Publication details: Chicago : Dearborn Trade Pub., 2004 Online resources: Table of contents Availability: Items available for loan: PERPUSTAKAAN TUN SERI LANANG (1)Call number: HF5415.5.G76. Place hold
	2.	Positively outrageous service : how to delight and astound your customers and win them for life / T. Scott Gross by Gross, T. Scott Edition: 2nd ed. Publication details: Chicago : Dearborn Trade Pub., 2004 Availability: Items available for loan: PERPUSTAKAAN TUN SERI LANANG (1)Call number: HF5415.5.G756 2004. Place hold

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