MLA
Bettis-Outland, Harriette, and Wesley J. Johnston. "Electronic Customer Relationship Management (eCRM) in a Business-to-Business Marketing Setting." Information Technology Enabled Global Customer Service, edited by Tapio Reponen, IGI Global, 2003, pp. 9-19. https://doi.org/10.4018/978-1-59140-048-6.ch001
APA
Bettis-Outland, H. & Johnston, W. J. (2003). Electronic Customer Relationship Management (eCRM) in a Business-to-Business Marketing Setting. In T. Reponen (Ed.), Information Technology Enabled Global Customer Service (pp. 9-19). IGI Global. https://doi.org/10.4018/978-1-59140-048-6.ch001
Chicago
Bettis-Outland, Harriette, and Wesley J. Johnston. "Electronic Customer Relationship Management (eCRM) in a Business-to-Business Marketing Setting." In Information Technology Enabled Global Customer Service, edited by Tapio Reponen, 9-19. Hershey, PA: IGI Global, 2003. https://doi.org/10.4018/978-1-59140-048-6.ch001
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