Friedman, N. J. (1998). Customer service nightmares: 100 tales of the worst experiences possible, and how they could have been fixed. Crisp Publications.
Lua i Stíl Chicago (17ú heag.)Friedman, Nancy J. Customer Service Nightmares: 100 Tales of the Worst Experiences Possible, and How They Could Have Been Fixed. Menlo Park, Calif.: Crisp Publications, 1998.
Lua MLA (8ú heag.)Friedman, Nancy J. Customer Service Nightmares: 100 Tales of the Worst Experiences Possible, and How They Could Have Been Fixed. Crisp Publications, 1998.
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