Albert Karl, & J. Bradford Lawrence. (1990). The Service Advantage: How to Identify and Fulfill Customer Needs (In lần thứ 1.). U.S.A: Dow Jones - Irwin.
シカゴスタイル引用形Albert Karl, , J. Bradford Lawrence. The Service Advantage: How to Identify and Fulfill Customer Needs. In lần thứ 1. U.S.A: Dow Jones - Irwin, 1990.
MLA引用形式Albert Karl, , J. Bradford Lawrence. The Service Advantage: How to Identify and Fulfill Customer Needs. In lần thứ 1. U.S.A: Dow Jones - Irwin, 1990.
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