Gaya APA

JACKA, J, M., KELLER, P, J. (2009). Business Process Mapping Workbook: Improving Customer Satisfaction (2). Canada: Wiley Publishing, Inc..

Gaya MLA

JACKA, J., MIKE., KELLER, PAULETTE, J.. "Business Process Mapping Workbook: Improving Customer Satisfaction". 2 Canada: Wiley Publishing, Inc., 2009. Text.