Παραπομπή σε μορφή APA (7η εκδ.)

Horovitz, J., & Panak, M. J. (1992). Total customer satisfaction: Lessons from 50 companies with top quality customer service. Financial Times.

Παραπομπή σε μορφή Chicago (17η εκδ.)

Horovitz, Jacques, και Michele Jurgens Panak. Total Customer Satisfaction: Lessons from 50 Companies with Top Quality Customer Service. London: Financial Times, 1992.

Παραπομπή σε μορφή MLA (9th εκδ.)

Horovitz, Jacques, και Michele Jurgens Panak. Total Customer Satisfaction: Lessons from 50 Companies with Top Quality Customer Service. Financial Times, 1992.