MLA
Saward, Guy. "The Challenge for Customer Service: Managing Heterogeneous Sources." Internet-Based Organizational Memory and Knowledge Management, edited by David Schwartz, et al., IGI Global, 2000, pp. 57-81. https://doi.org/10.4018/978-1-878289-82-7.ch004
APA
Saward, G. (2000). The Challenge for Customer Service: Managing Heterogeneous Sources. In D. Schwartz, T. Brasethvik, & M. Divitini (Eds.), Internet-Based Organizational Memory and Knowledge Management (pp. 57-81). IGI Global. https://doi.org/10.4018/978-1-878289-82-7.ch004
Chicago
Saward, Guy. "The Challenge for Customer Service: Managing Heterogeneous Sources." In Internet-Based Organizational Memory and Knowledge Management, edited by David Schwartz, Terje Brasethvik, and Monica Divitini, 57-81. Hershey, PA: IGI Global, 2000. https://doi.org/10.4018/978-1-878289-82-7.ch004
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