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 Publishing.

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 Publishing, 2004.

MLA (8th ed.) Citation

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