5 1 10 Service Mewujudkan Manajemen Layanan Prima Fandy Tjiptono Primary Author mixed material Penerbit Andi 2008 Strategi Pemasaran Tjiptono , Fandy Primary Author mixed material yogyakarta Andi Yogyakarta 1997 Prinsip - Prinsip Total Quality Service Tjiptono , Fandy Primary Author mixed material yogyakarta Andi Yogyakarta 2000 Total Quality Management Fandy Tjiptono, Anastasia Diana Primary Author mixed material yogyakarta Andi Yogyakarta 1998 Strategi Bisnis & Manajemen Fandy Tjiptono Primary Author mixed material yogyakarta Andi Yogyakarta 1996