APA (7th ed.) Citation

Sterne, J. (1996). Customer service on the Internet: Building relationships, increasing loyalty, and staying competitive. John Wiley.

Chicago Style (17th ed.) Citation

Sterne, Jim. Customer Service on the Internet: Building Relationships, Increasing Loyalty, and Staying Competitive. New York: John Wiley, 1996.

MLA (9th ed.) Citation

Sterne, Jim. Customer Service on the Internet: Building Relationships, Increasing Loyalty, and Staying Competitive. John Wiley, 1996.