APA (7th ed.) Citation

Jacka, J. M., & Keller, P. J. (2002). Business process mapping: Improving customer satisfaction. John Wiley.

Chicago Style (17th ed.) Citation

Jacka, J. Mike, and Paulette J. Keller. Business Process Mapping: Improving Customer Satisfaction. Nueva York: John Wiley, 2002.

MLA (9th ed.) Citation

Jacka, J. Mike, and Paulette J. Keller. Business Process Mapping: Improving Customer Satisfaction. John Wiley, 2002.