APA način citiranja

Cook, S. (2012). Complaint management excellence creating customer loyality through service recovery.

Čikaški stil citiranja

Cook, Sarah. Complaint Management Excellence Creating Customer Loyality Through Service Recovery. Kogan Page Inda Pvt Ltd: New Delhi, 2012.

MLA način citiranja

Cook, Sarah. Complaint Management Excellence Creating Customer Loyality Through Service Recovery. 2012.