Cita APA (7a ed.)

Suttle, M., & Vest, L. J. (2009). Who's your Gladys?: How to turn even the most difficult customer into your biggest fan. AMACOM.

Cita Chicago Style (17a ed.)

Suttle, Marilyn, y Lori Jo Vest. Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan. New York: AMACOM, 2009.

Cita MLA (8a ed.)

Suttle, Marilyn, y Lori Jo Vest. Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan. AMACOM, 2009.