Tjiptono, Fandy Service managemen, mewujudkan layanan prima ANDI, 2018 Manajemen Pelayanan Service Management Manajemen Pelayanan Strategi Layanan Proses Targeting Strategi Targeting Service Blueprinting Cetak Biru Layanan Servqual Model E-Service Quality E-Servqual Gap Analysis Kepuasan Pelanggan Technology In