APA (7th ed.) Citation

Keiningham, T. L., & Vavra, T. G. (2001). The customer delight principle: Exceeding customers' expectations for bottom-line success. McGraw Hill.

Chicago Style (17th ed.) Citation

Keiningham, Timothy L., and Terry G. Vavra. The Customer Delight Principle: Exceeding Customers' Expectations for Bottom-line Success. Chicago: McGraw Hill, 2001.

MLA (9th ed.) Citation

Keiningham, Timothy L., and Terry G. Vavra. The Customer Delight Principle: Exceeding Customers' Expectations for Bottom-line Success. McGraw Hill, 2001.