Cita APA (7a ed.)

Goodman, J. A. (2009). Strategic customer service: Managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits. AMACOM.

Cita Chicago Style (17a ed.)

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

Cita MLA (8a ed.)

Goodman, John A. Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits. AMACOM, 2009.