Martin, W. B. (1989). Managing quality customer service: A practical guide for establishing a service operation. Crisp.
Citace podle Chicago (17th ed.)Martin, William B. Managing Quality Customer Service: A Practical Guide for Establishing a Service Operation. Los Altos, Calif.: Crisp, 1989.
Citace podle MLA (9th ed.)Martin, William B. Managing Quality Customer Service: A Practical Guide for Establishing a Service Operation. Crisp, 1989.
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