APA citiranje

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.

MLA citiranje

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