MLA
Dinnen, Rosalynn, and Ahmed Hassanien. "Handling Customer Complaints in the Hospitality Industry." Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies, edited by Riyad Eid, IGI Global, 2013, pp. 68-90. https://doi.org/10.4018/978-1-4666-3631-6.ch005
APA
Dinnen, R. & Hassanien, A. (2013). Handling Customer Complaints in the Hospitality Industry. In R. Eid (Ed.), Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies (pp. 68-90). IGI Global. https://doi.org/10.4018/978-1-4666-3631-6.ch005
Chicago
Dinnen, Rosalynn, and Ahmed Hassanien. "Handling Customer Complaints in the Hospitality Industry." In Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies, edited by Riyad Eid, 68-90. Hershey, PA: IGI Global, 2013. https://doi.org/10.4018/978-1-4666-3631-6.ch005
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