Johns, T. (1994). Perfect customer care: All you need to get it right first time. Arrow, Random House.
Citace podle Chicago (17th ed.)Johns, Ted. Perfect Customer Care: All You Need to Get It Right First Time. London : UK: Arrow, Random House, 1994.
Citace podle MLA (8th ed.)Johns, Ted. Perfect Customer Care: All You Need to Get It Right First Time. Arrow, Random House, 1994.
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