APA aipamena

Sviokla, J. J., & Shapiro, B. P. (1993). Keeping customers (11th ed.). HBR.

Chicago Style aipamena

Sviokla, John J., and Benson P. Shapiro. Keeping Customers. 11th ed. HBR, 1993.

MLA aipamena

Sviokla, John J., and Benson P. Shapiro. Keeping Customers. 11th ed. HBR, 1993.