Toister, J. (2013). Service failure: The real reasons employees struggle with customer service and what you can do about it. New York: American Management Association.
Chicago Style CitationToister, Jeff. Service Failure: The Real Reasons Employees Struggle With Customer Service and What You Can Do About It. New York: American Management Association, 2013.
MLA CitationToister, Jeff. Service Failure: The Real Reasons Employees Struggle With Customer Service and What You Can Do About It. New York: American Management Association, 2013.
Warning: These citations may not always be 100% accurate.