Smith, S., & Wheeler, J. (2002). Managing the customer experience: Turning customers into advocates. Financial Times Prentice Hall ; Pearson Custom Publishing.

Smith, Shaun, and Joe Wheeler. Managing the Customer Experience: Turning Customers into Advocates. London : Boston, MA: Financial Times Prentice Hall ; Pearson Custom Publishing, 2002.

Smith, Shaun, and Joe Wheeler. Managing the Customer Experience: Turning Customers into Advocates. Financial Times Prentice Hall ; Pearson Custom Publishing, 2002.