APA (7th ed.) Citation

Sviokla, J. J., & Shapiro, B. P. (1993). Keeping customers. Harvard Business School Press.

Chicago Style (17th ed.) Citation

Sviokla, J. J., and Benson P. Shapiro. Keeping Customers. Boston, MA: Harvard Business School Press, 1993.

MLA (9th ed.) Citation

Sviokla, J. J., and Benson P. Shapiro. Keeping Customers. Harvard Business School Press, 1993.