APA (7th ed.) Citation

GROSS. (2004). Positively outrageous service: How to delight and astound your customers and win them for life (2nd ed.). Dearborn Trade Pubs..

Chicago Style (17th ed.) Citation

GROSS. Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life. 2nd ed. Chicago: Dearborn Trade Pubs., 2004.

MLA (9th ed.) Citation

GROSS. Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life. 2nd ed. Dearborn Trade Pubs., 2004.