APA (7th ed.) Citation

Anton, J. (1997). Listening to the voice of the customer: 16 steps to a successful customer satisfaction measurement program. The Customer Service Group.

Chicago Style (17th ed.) Citation

Anton, Jon. Listening to the Voice of the Customer: 16 Steps to a Successful Customer Satisfaction Measurement Program. New York, N.Y: The Customer Service Group, 1997.

MLA (9th ed.) Citation

Anton, Jon. Listening to the Voice of the Customer: 16 Steps to a Successful Customer Satisfaction Measurement Program. The Customer Service Group, 1997.