Goodman, J. A. (2009). Strategic customer service: Managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits. AMACOM.
Chicago-Zitierstil (17. Ausg.)Goodman, John A. Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits. New York: AMACOM, 2009.
MLA-Zitierstil (9. Ausg.)Goodman, John A. Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits. AMACOM, 2009.
Achtung: Diese Zitate sind unter Umständen nicht zu 100% korrekt.