Gaya APA

Hennig-Thurau, T. (2004). Customer orientation of service employees : its impact on customer satisfaction, commitment, and retention (Vol. 15 Iss 5 pp. 460 - 478). Germany: Emerald Insight.

Gaya MLA

Hennig-Thurau, Thorsten. "Customer orientation of service employees : its impact on customer satisfaction, commitment, and retention". Vol. 15 Iss 5 pp. 460 - 478 Germany: Emerald Insight, 2004. Article.