Freemantle David. (1998). What Customers Like About You: Adding emotional value for service excellence and competitive advantage. Nicholas Brealey Publishing.
Čikaški stil citiranja (17. izdanje)Freemantle David. What Customers Like About You: Adding Emotional Value for Service Excellence and Competitive Advantage. London: Nicholas Brealey Publishing, 1998.
MLA način citiranja (9. izdanje)Freemantle David. What Customers Like About You: Adding Emotional Value for Service Excellence and Competitive Advantage. Nicholas Brealey Publishing, 1998.
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