Gross, T. S. (2003). Why service stinks ... and exactly what to do about it. Dearborn Trade.
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Citação norma Chicago
Gross, T. Scott. Why Service Stinks ... and Exactly What to Do About It. Chicago, Ill.: Dearborn Trade, 2003.
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Citação norma MLA
Gross, T. Scott. Why Service Stinks ... and Exactly What to Do About It. Dearborn Trade, 2003.
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Nota: a formatação da citação pode não corresponder 100% ao definido pela respectiva norma.