Chang, R. Y., & Kelly, P. K. (1994). Satisfying internal customers first: A practical guide to improving internal and external customer satisfaction. Kogan Page.
Chicago Style (17. basım) AtıfChang, Richard Y., ve P. Keith Kelly. Satisfying Internal Customers First: A Practical Guide to Improving Internal and External Customer Satisfaction. London: Kogan Page, 1994.
MLA (9th ed.) AtıfChang, Richard Y., ve P. Keith Kelly. Satisfying Internal Customers First: A Practical Guide to Improving Internal and External Customer Satisfaction. Kogan Page, 1994.
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