Kessler, S. (1996). Measuring and managing customer satisfaction: Going for the gold. CEEM Information Services.
Chicago-Zitierstil (17. Ausg.)Kessler, Sheila. Measuring and Managing Customer Satisfaction: Going for the Gold. Fairfax, Va: CEEM Information Services, 1996.
MLA-Zitierstil (9. Ausg.)Kessler, Sheila. Measuring and Managing Customer Satisfaction: Going for the Gold. CEEM Information Services, 1996.
Achtung: Diese Zitate sind unter Umständen nicht zu 100% korrekt.