APA (7th ed.) Citation

Phipps, S. (2001). Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization.

Chicago Style (17th ed.) Citation

Phipps, Shelley. Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization. 2001.

MLA (9th ed.) Citation

Phipps, Shelley. Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization. 2001.