Kunas, M. (2012). Implementing service quality based on ISO/IEC 20000: A management guide (Third edition.). IT Governance Publishing.
Cita Chicago (17th ed.)Kunas, Michael. Implementing Service Quality Based on ISO/IEC 20000: A Management Guide. Third edition. Ely, Cambridgeshire: IT Governance Publishing, 2012.
Cita MLA (9th ed.)Kunas, Michael. Implementing Service Quality Based on ISO/IEC 20000: A Management Guide. Third edition. IT Governance Publishing, 2012.
Atenció: Aquestes cites poden no estar 100% correctes.