Cita APA (7a ed.)

Berry, L. L. (1995). On great service: A framework for action. Free Press.

Cita Chicago Style (17a ed.)

Berry, Leonard L. On Great Service: A Framework for Action. New York [etc.]: Free Press, 1995.

Cita MLA (9a ed.)

Berry, Leonard L. On Great Service: A Framework for Action. Free Press, 1995.