Gaya APA

Goodman, J, A. (2009). Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits (1st ed). New York: American Management Association.

Gaya MLA

Goodman, John, A.. "Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits". 1st ed New York: American Management Association, 2009. BUKU.