Cita APA (7a ed.)

Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997). The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and values. Free Press.

Cita Chicago Style (17a ed.)

Heskett, James L., W. Earl Sasser, y Leonard A. Schlesinger. The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Values. New York: Free Press, 1997.

Cita MLA (9a ed.)

Heskett, James L., et al. The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Values. Free Press, 1997.