Citazione Stile APA (7a Edizione)

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

Citazione stile Chigago Style (17a edizione)

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

Citatione MLA (9a ed.)

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