Gaya APA

Lucas, R, W. et al (2005). Customer service : building successful skills for the twenty-fisrt century (3 rd Ed.). New York: McGraw-Hill Irwin.

Gaya MLA

Lucas, Robert, W. et al. "Customer service : building successful skills for the twenty-fisrt century". 3 rd Ed. New York: McGraw-Hill Irwin, 2005. Text.