Cita APA (7th ed.)

Knapp, D. (2015). A guide to customer service skills for the service desk professional (4th edition.). Cengage Learning.

Cita Chicago (17th ed.)

Knapp, Donnz. A Guide to Customer Service Skills for the Service Desk Professional. 4th edition. Boston, Massachusetts: Cengage Learning, 2015.

Cita MLA (9th ed.)

Knapp, Donnz. A Guide to Customer Service Skills for the Service Desk Professional. 4th edition. Cengage Learning, 2015.