Cita APA (7th ed.)

Schonberger, R. J. (1991). Operations management: Improving customer service (4th.). Irwin.

Cita Chicago (17th ed.)

Schonberger, Richard J. Operations Management: Improving Customer Service. 4th. Homewood: Irwin, 1991.

Cita MLA (9th ed.)

Schonberger, Richard J. Operations Management: Improving Customer Service. 4th. Irwin, 1991.