Chang, R. Y., & Kelly, P. K. (1994). Satisfying internal customers first: A practical guide to improving internal and external customer satisfaction. Richard Chang Associates.
Chicago-referens (17:e uppl.)Chang, Richard Y., och P. Keith Kelly. Satisfying Internal Customers First: A Practical Guide to Improving Internal and External Customer Satisfaction. Irvine, CA: Richard Chang Associates, 1994.
MLA-referens (9:e uppl.)Chang, Richard Y., och P. Keith Kelly. Satisfying Internal Customers First: A Practical Guide to Improving Internal and External Customer Satisfaction. Richard Chang Associates, 1994.
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