Cita APA (7th ed.)

Goodman, G. S. (2000). Monitoring, measuring and managing customer service (ed.). Jossey-Bass.

Cita Chicago (17th ed.)

Goodman, Gary S. Monitoring, Measuring and Managing Customer Service. ed. California: Jossey-Bass, 2000.

Cita MLA (9th ed.)

Goodman, Gary S. Monitoring, Measuring and Managing Customer Service. ed. Jossey-Bass, 2000.