Gaya APA

Kivelä, J, J., Chu, C, Y, H. (2001). E-BOOK : JOURNAL OF HOSPITALITY & TOURISM RESEARCH - Delivering Quality Service: Diagnosing Favorable and Unfavorable Service Encounters in Restaurants . : SAGE Publications Ltd.

Gaya MLA

Kivelä, Jaksa, J.., Chu, Carmen, Yiu, Ha. "E-BOOK : JOURNAL OF HOSPITALITY & TOURISM RESEARCH - Delivering Quality Service: Diagnosing Favorable and Unfavorable Service Encounters in Restaurants". : SAGE Publications Ltd, 2001. Text.