Cita APA (7th ed.)

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

Cita Chicago (17th ed.)

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

Cita MLA (9th ed.)

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