Gaya APA

Snow,Dennis, ., Yanovitch, T. (2010). UNLEASHING EXCELLENCE; The Complete Guide to Ultimate Customer Service-Second Edition, Updated and Expanded . Canada: Wiley.

Gaya MLA

Snow,Dennis, ., Yanovitch, Teri. "UNLEASHING EXCELLENCE; The Complete Guide to Ultimate Customer Service-Second Edition, Updated and Expanded". Canada: Wiley, 2010. Text.