Gaya APA

Heskett, J, L. et al (2003). The Value Profit Chain; Treat Employess Like Customers and Customers Like Employees . New York: The Free Press.

Gaya MLA

Heskett, James, L.. et al. "The Value Profit Chain; Treat Employess Like Customers and Customers Like Employees". New York: The Free Press, 2003. Text.