Cook, S. (2012). Complaint management excellence: Creating customer loyalty through service recovery. Kogan Page.
Chicago-Zitierstil (17. Ausg.)Cook, Sarah. Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery. London [u.a.]: Kogan Page, 2012.
MLA-Zitierstil (9. Ausg.)Cook, Sarah. Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery. Kogan Page, 2012.
Achtung: Diese Zitate sind unter Umständen nicht zu 100% korrekt.