Moorman, C., & Rust, R. T. (1998). Implementing Return on Quality Efforts: Organizational Factors and Value to the Firm. In E. S. Eberhard, S. W. Brown, B. Edvardsson, & R. Johnston (Eds.), Pursuing Service Excellence: Practices and Insights (pp. 257–261). New York: ISQA.

Moorman, C., and R. T. Rust. “Implementing Return on Quality Efforts: Organizational Factors and Value to the Firm.” In Pursuing Service Excellence: Practices and Insights, edited by E. S. Eberhard, S. W. Brown, B. Edvardsson, and R. Johnston, 257–61. New York: ISQA, 1998.

Moorman C, Rust RT. Implementing Return on Quality Efforts: Organizational Factors and Value to the Firm. In: Eberhard ES, Brown SW, Edvardsson B, Johnston R, editors. Pursuing Service Excellence: Practices and Insights. New York: ISQA; 1998. p. 257–61.

Moorman, C., and R. T. Rust. “Implementing Return on Quality Efforts: Organizational Factors and Value to the Firm.” Pursuing Service Excellence: Practices and Insights, edited by E. S. Eberhard et al., ISQA, 1998, pp. 257–61.

Moorman C, Rust RT. Implementing Return on Quality Efforts: Organizational Factors and Value to the Firm. In: Eberhard ES, Brown SW, Edvardsson B, Johnston R, editors. Pursuing Service Excellence: Practices and Insights. New York: ISQA; 1998. p. 257–261.