APA ציטוט

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

Chicago Edition Citation

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

ציטוט MLA

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