Zemke, R. (2003). Delivering knock your socks off service (3rd ed.). AMACOM ; McGraw-Hill.
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Citação norma Chicago
Zemke, Ron. Delivering Knock Your Socks off Service. 3rd ed. New York : London: AMACOM ; McGraw-Hill, 2003.
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Citação norma MLA
Zemke, Ron. Delivering Knock Your Socks off Service. 3rd ed. AMACOM ; McGraw-Hill, 2003.
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Nota: a formatação da citação pode não corresponder 100% ao definido pela respectiva norma.