Cita APA (7a ed.)

Gallagher, R. S. (2008). What to say to a porcupine: 20 humorous tales that get to the heart of great customer service. American Management Association.

Cita Chicago Style (17a ed.)

Gallagher, Richard S. What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service. New York: American Management Association, 2008.

Cita MLA (8a ed.)

Gallagher, Richard S. What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service. American Management Association, 2008.