Cita APA (7a ed.)

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

Cita Chicago Style (17a ed.)

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

Cita MLA (9a ed.)

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