APA (7th ed.) Citation

Johnson, M. D., & Gustafsson, A. (2000). Improving customer satisfaction,loyalty and profit: An integrated measurement and management system. Jossey-Bass Publishers.

Chicago Style (17th ed.) Citation

Johnson, Michael D., and Anders Gustafsson. Improving Customer Satisfaction,loyalty and Profit: An Integrated Measurement and Management System. San Francisco: Jossey-Bass Publishers, 2000.

MLA (9th ed.) Citation

Johnson, Michael D., and Anders Gustafsson. Improving Customer Satisfaction,loyalty and Profit: An Integrated Measurement and Management System. Jossey-Bass Publishers, 2000.