Johnston, R., Clark, G., & Shulver, M. (2012). Service operations management: Improving service delivery (Fourth edition.). Pearson.
Citação do estilo Chicago (17ª ed.)Johnston, Robert, Graham Clark, e Michael Shulver. Service Operations Management: Improving Service Delivery. Fourth edition. Harlow, Essex, England ; New York: Pearson, 2012.
Citação MLA (8ª ed.)Johnston, Robert, et al. Service Operations Management: Improving Service Delivery. Fourth edition. Pearson, 2012.
Nota: a formatação da citação pode não corresponder 100% ao definido pela respectiva norma.