APA (7th ed.) Citation

Geluykens, R., & Kraft, B. (2016). Complaints and impoliteness in service encounters: A mixed method analysis. LINCOM GmbH.

Chicago Style (17th ed.) Citation

Geluykens, Ronald, and Bettina Kraft. Complaints and Impoliteness in Service Encounters: A Mixed Method Analysis. München: LINCOM GmbH, 2016.

MLA (9th ed.) Citation

Geluykens, Ronald, and Bettina Kraft. Complaints and Impoliteness in Service Encounters: A Mixed Method Analysis. LINCOM GmbH, 2016.