Gaya APA

Lucas, R, W. (2005). Customer service : building successful skills for the twenty-fist century / Robert W. Lucas (ed. 3). New York: McGraw-Hill.

Gaya MLA

Lucas, Robert, W.. "Customer service : building successful skills for the twenty-fist century / Robert W. Lucas". ed. 3 New York: McGraw-Hill, 2005. Buku.