Cita APA (7a ed.)

Jacka, M. (2002). Business process mapping: : improving customer satisfaction. John Wiley & Sons.

Cita Chicago Style (17a ed.)

Jacka, Mike. Business Process Mapping: : Improving Customer Satisfaction. New York: John Wiley & Sons, 2002.

Cita MLA (9a ed.)

Jacka, Mike. Business Process Mapping: : Improving Customer Satisfaction. John Wiley & Sons, 2002.