Bettencourt, L. (2010). Service innovation: How to go from customer needs to breaktrough services. McGraw-Hill.
Citace podle Chicago (17th ed.)Bettencourt, Lance. Service Innovation: How to Go from Customer Needs to Breaktrough Services. New York: McGraw-Hill, 2010.
Citace podle MLA (9th ed.)Bettencourt, Lance. Service Innovation: How to Go from Customer Needs to Breaktrough Services. McGraw-Hill, 2010.
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