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Kartajaya, Hermawan. (2009). THE OFFICIAL MIM ACADEMY COURSEBOOK SERVICE OPERATION . Jakarta: PT ESENSI.

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Kartajaya, Hermawan. THE OFFICIAL MIM ACADEMY COURSEBOOK SERVICE OPERATION. Jakarta: PT ESENSI, 2009. Text.

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Kartajaya, Hermawan. THE OFFICIAL MIM ACADEMY COURSEBOOK SERVICE OPERATION. Jakarta: PT ESENSI, 2009. Text.

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Kartajaya, Hermawan. THE OFFICIAL MIM ACADEMY COURSEBOOK SERVICE OPERATION. Jakarta: PT ESENSI, 2009. Print.