Gaya APA

A, G. (2009). Strategic Customer Service; Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits . New York: Amacom.

Gaya MLA

A, Goodman,John. "Strategic Customer Service; Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits". New York: Amacom, 2009. Text.