Freemantle David. (1998). What Customers Like About You: Adding emotional value for service excellence and competitive advantage. Nicholas Brealey Publishing.
Citação do estilo Chicago (17ª ed.)Freemantle David. What Customers Like About You: Adding Emotional Value for Service Excellence and Competitive Advantage. London: Nicholas Brealey Publishing, 1998.
Citação MLA (9ª ed.)Freemantle David. What Customers Like About You: Adding Emotional Value for Service Excellence and Competitive Advantage. Nicholas Brealey Publishing, 1998.
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