APA (7th ed.) Citation

Toister, J. (2013). Service failure: The real reasons employees struggle with customer services and what you can do about it. AMACOM.

Chicago Style (17th ed.) Citation

Toister, Jeff. Service Failure: The Real Reasons Employees Struggle with Customer Services and What You Can Do About It. New York: AMACOM, 2013.

MLA (9th ed.) Citation

Toister, Jeff. Service Failure: The Real Reasons Employees Struggle with Customer Services and What You Can Do About It. AMACOM, 2013.