Cita APA (7th ed.)

Heskett, J. L., Sasser, W. E., & Schelesinger, L. A. (1997). The service profit chain: How leading companies companies link profit and growth to loyalty, satisfaction, and value. The Free Press.

Cita Chicago (17th ed.)

Heskett, James L., W. Earl Sasser, i Leonard A. Schelesinger. The Service Profit Chain: How Leading Companies Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. Nueva York: The Free Press, 1997.

Cita MLA (9th ed.)

Heskett, James L., et al. The Service Profit Chain: How Leading Companies Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. The Free Press, 1997.