APA (7e ed.) Bronvermelding

Kessler, S. (1996). Total quality service: .a simplified approach to using the baldridge award criteria. Syarikat First Agency.

Chicago (17e ed.) Bronvermelding

Kessler, Sheila. Total Quality Service: .a Simplified Approach to Using the Baldridge Award Criteria. Kuala Lumpur: Syarikat First Agency, 1996.

MLA (8e ed.) Bronvermelding

Kessler, Sheila. Total Quality Service: .a Simplified Approach to Using the Baldridge Award Criteria. Syarikat First Agency, 1996.