Gross, T. S. (2004). Positively outrageous service: How to delight and astound your customers and win them for life (2nd ed.). Dearborn Trade.
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Citação norma Chicago
Gross, T. Scott. Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life. 2nd ed. Chicago: Dearborn Trade, 2004.
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Citação norma MLA
Gross, T. Scott. Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life. 2nd ed. Dearborn Trade, 2004.
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Nota: a formatação da citação pode não corresponder 100% ao definido pela respectiva norma.