MLA
Chan, Susy S., and Jean Lam. "Customer Relationship Management on Internet and Mobile Channels: An Analytical Framework and Research Directions." Mobile Computing: Concepts, Methodologies, Tools, and Applications, edited by David Taniar, IGI Global, 2009, pp. 2212-2232. https://doi.org/10.4018/978-1-60566-054-7.ch179
APA
Chan, S. S. & Lam, J. (2009). Customer Relationship Management on Internet and Mobile Channels: An Analytical Framework and Research Directions. In D. Taniar (Ed.), Mobile Computing: Concepts, Methodologies, Tools, and Applications (pp. 2212-2232). IGI Global. https://doi.org/10.4018/978-1-60566-054-7.ch179
Chicago
Chan, Susy S., and Jean Lam. "Customer Relationship Management on Internet and Mobile Channels: An Analytical Framework and Research Directions." In Mobile Computing: Concepts, Methodologies, Tools, and Applications, edited by David Taniar, 2212-2232. Hershey, PA: IGI Global, 2009. https://doi.org/10.4018/978-1-60566-054-7.ch179
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