Zemke, R., & Woods, J. A. (1999). Best practices in customer service (1st AMACOM ed.). AMACOM.
Lua i Stíl Chicago (17ú heag.)Zemke, Ron, agus John A. Woods. Best Practices in Customer Service. 1st AMACOM ed. New York: AMACOM, 1999.
Lua MLA (9ú heag.)Zemke, Ron, agus John A. Woods. Best Practices in Customer Service. 1st AMACOM ed. AMACOM, 1999.
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