Cita APA (7a ed.)

Cannie, J. K. (1994). Turning lost customers into gold...and the art of achieving zero defections. Amacom.

Cita Chicago Style (17a ed.)

Cannie, Joan Koob. Turning Lost Customers into Gold...and the Art of Achieving Zero Defections. New York: Amacom, 1994.

Cita MLA (9a ed.)

Cannie, Joan Koob. Turning Lost Customers into Gold...and the Art of Achieving Zero Defections. Amacom, 1994.