Gaya APA

Keiningham, T., Vavra, T. (2001). The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success (1). New York: McGraw-Hill.

Gaya MLA

Keiningham, Timothy., Vavra, Terry. "The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success". 1 New York: McGraw-Hill, 2001. Text.