Gallagher, R. S. (2008). What to say to a porcupine: 20 humorous tales that get to the heart of great customer service. American Management Association.
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Citação norma Chicago
Gallagher, Richard S. What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service. New York: American Management Association, 2008.
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Citação norma MLA
Gallagher, Richard S. What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service. American Management Association, 2008.
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Nota: a formatação da citação pode não corresponder 100% ao definido pela respectiva norma.