Cita APA (7th ed.)

Jacka, J. M., & Keller, P. J. (2009). Business Process Mapping Workbook: Improving customer satisfaction (2a. ed.). John Wiley and Sons.

Cita Chicago (17th ed.)

Jacka, J. Mike, i Paulette J. Keller. Business Process Mapping Workbook: Improving Customer Satisfaction. 2a. ed. Hoboken: John Wiley and Sons, 2009.

Cita MLA (9th ed.)

Jacka, J. Mike, i Paulette J. Keller. Business Process Mapping Workbook: Improving Customer Satisfaction. 2a. ed. John Wiley and Sons, 2009.