Lua APA (7ú heag.)
Goodman, G. S. (2000). Monitoring, measuring and managing customer service (ed.). Jossey-Bass.
Lua i Stíl Chicago (17ú heag.)
Goodman, Gary S. Monitoring, Measuring and Managing Customer Service. ed. California: Jossey-Bass, 2000.
Lua MLA (9ú heag.)
Goodman, Gary S. Monitoring, Measuring and Managing Customer Service. ed. Jossey-Bass, 2000.
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