APA (7th ed.) Citation

Jacka, J. M., & Keller, P. J. (2009). Business process mapping: Improving customer satisfaction (Second edition.). John Wiley & Sons.

Chicago Style (17th ed.) Citation

Jacka, J. Mike, and Paulette J. Keller. Business Process Mapping: Improving Customer Satisfaction. Second edition. Hoboken, N.J: John Wiley & Sons, 2009.

MLA (8th ed.) Citation

Jacka, J. Mike, and Paulette J. Keller. Business Process Mapping: Improving Customer Satisfaction. Second edition. John Wiley & Sons, 2009.