APA Style

Vavra, T, G. (1997). Improving your measurement of customer satisfaction : a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs . Milwaukee, Wis.: ASQ Quality Press.

MLA Style

Vavra, Terry, G.. "Improving your measurement of customer satisfaction : a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs". Milwaukee, Wis.: ASQ Quality Press, 1997. Buku.