MLA
Barnes, David, et al. "Enhancing Customer Service Operations in E-Business: The Emotional Dimension." Electronic Commerce: Concepts, Methodologies, Tools, and Applications, edited by Annie Becker, IGI Global, 2008, pp. 1203-1216. https://doi.org/10.4018/978-1-59904-943-4.ch098
APA
Barnes, D., Hinton, M., & Mieczkowska, S. (2008). Enhancing Customer Service Operations in E-Business: The Emotional Dimension. In A. Becker (Ed.), Electronic Commerce: Concepts, Methodologies, Tools, and Applications (pp. 1203-1216). IGI Global. https://doi.org/10.4018/978-1-59904-943-4.ch098
Chicago
Barnes, David, Matthew Hinton, and Suzanne Mieczkowska. "Enhancing Customer Service Operations in E-Business: The Emotional Dimension." In Electronic Commerce: Concepts, Methodologies, Tools, and Applications, edited by Annie Becker, 1203-1216. Hershey, PA: IGI Global, 2008. https://doi.org/10.4018/978-1-59904-943-4.ch098
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