Gaya APA

Jacka, J, M., Keller, P, J. (2009). BUSINESS PROCESS MAPPING: Improving Customer Satisfaction (Ed.2). New Jersey: John Wiley & Sons.

Gaya MLA

Jacka, J., Mike., Keller, Paulette, J.. "BUSINESS PROCESS MAPPING: Improving Customer Satisfaction". Ed.2 New Jersey: John Wiley & Sons, 2009. Text.