Gaya APA

Keiningham, T, L. et al (2007). The value of different customer satisfaction and loyalty metrics in predicting customer (Vol. 17 No. 4, 2007 pp. 361-384). USA: Emerald Insight.

Gaya MLA

Keiningham, Timothy, L.. et al. "The value of different customer satisfaction and loyalty metrics in predicting customer". Vol. 17 No. 4, 2007 pp. 361-384 USA: Emerald Insight, 2007. Article.