APA

Desatnick R. L., Detzel D. H., . (1993). Managing to keep the customer: how to achieve and maintain superior customer service throughout the organization. San Francisco: Jossey-Bass Publishers.

Chicago

Desatnick Robert L, Detzel Denis H, . 1993. Managing to keep the customer: how to achieve and maintain superior customer service throughout the organization. San Francisco: Jossey-Bass Publishers.

Harvard

Desatnick R. L., Detzel D. H., . (1993). Managing to keep the customer: how to achieve and maintain superior customer service throughout the organization. San Francisco: Jossey-Bass Publishers.

MLA

Desatnick Robert L, Detzel Denis H, . Managing to keep the customer: how to achieve and maintain superior customer service throughout the organization. San Francisco: Jossey-Bass Publishers. 1993.