Freemantle David. (1998). What Customers Like About You: Adding emotional value for service excellence and competitive advantage. Nicholas Brealey Publishing.
Chicago-Zitierstil (17. Ausg.)Freemantle David. What Customers Like About You: Adding Emotional Value for Service Excellence and Competitive Advantage. London: Nicholas Brealey Publishing, 1998.
MLA-Zitierstil (9. Ausg.)Freemantle David. What Customers Like About You: Adding Emotional Value for Service Excellence and Competitive Advantage. Nicholas Brealey Publishing, 1998.
Achtung: Diese Zitate sind unter Umständen nicht zu 100% korrekt.