Cita APA (7a ed.)

(2005). First Contact Resolution: John Hancock Signature Services Inc. Case Study. American Productivity & Quality Center (APQC).

Cita Chicago Style (17a ed.)

First Contact Resolution: John Hancock Signature Services Inc. Case Study. American Productivity & Quality Center (APQC), 2005.

Cita MLA (8a ed.)

First Contact Resolution: John Hancock Signature Services Inc. Case Study. American Productivity & Quality Center (APQC), 2005.