APA Style

Keller, P, J., Jacka, J, M. (2009). Business Processs Mapping Workbook: Improving Customer Satisfaction . New Jersey: Wiley.

MLA Style

Keller, Paulette, J., Jacka, J., Mike. "Business Processs Mapping Workbook: Improving Customer Satisfaction". New Jersey: Wiley, 2009. Text.