APA (7th ed.) Citation

Brignall, S., Fitzgerald, L., Johnston, R., & Markou, E. (1999). Improving service performance: A study of step-change versus continuous improvement. CIMA.

Chicago Style (17th ed.) Citation

Brignall, S., L. Fitzgerald, R. Johnston, and E. Markou. Improving Service Performance: A Study of Step-change Versus Continuous Improvement. London: CIMA, 1999.

MLA (9th ed.) Citation

Brignall, S., et al. Improving Service Performance: A Study of Step-change Versus Continuous Improvement. CIMA, 1999.