Gaya APA

Schonberger, R, J., Knod, E, M. (1991). Operations Management: improving customer service (4th ed). USA: Richard D. Irwin.

Gaya MLA

Schonberger, Richard, J.., Knod, Edward, M.. "Operations Management: improving customer service". 4th ed USA: Richard D. Irwin, 1991. Text.