Johnson, M. D. (2000). Improving customer satisfaction, loyalty and profit: An integrated measurement and management system (1.ed.). Jossey-Bass.
Chicago-Zitierstil (17. Ausg.)Johnson, Michael D. Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System. 1.ed. San Francisco, Calif: Jossey-Bass, 2000.
MLA-Zitierstil (9. Ausg.)Johnson, Michael D. Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System. 1.ed. Jossey-Bass, 2000.
Achtung: Diese Zitate sind unter Umständen nicht zu 100% korrekt.