Cita APA (7a ed.)

Gronroos, C. (2001). Services management and marketing: A customer relationship management approach (2nd edition.). John Wiley and Sons Limited.

Cita Chicago Style (17a ed.)

Gronroos, Christian. Services Management and Marketing: A Customer Relationship Management Approach. 2nd edition. New York: John Wiley and Sons Limited, 2001.

Cita MLA (9a ed.)

Gronroos, Christian. Services Management and Marketing: A Customer Relationship Management Approach. 2nd edition. John Wiley and Sons Limited, 2001.