Pengertian Umum Pelayanan Jasa Jasa oleh Philip Kotler (2000 : 428) didefinisikan sebagai berikut : “ A service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a phisycal product” Sedangkan menurut Christopher Lovelock (2001 …
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