Lovelock, Christopher author Wirtz, Jochen author Mussry, Jacky author Erlangga, 2011 Jakarta: Pemasaran Jasa Pasar Jasa Pelanggan Pemasaran Jasa Layanan Kasus Sullivan Ford Auto Ford Red Lobster Rantai Layanan-Laba Roda Loyalitas Whel Of Latalty Tqm Total Quality Management Return Of Quality Service Quality Index Sqi Loyalty Reward