MLA
Yoon, Kanghyun, and Jeanetta D. Sims. "Integrating Social Media and Traditional CRM: Toward a Conceptual Framework for Social CRM Practices." Social Media and Networking: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, IGI Global, 2016, pp. 327-354. https://doi.org/10.4018/978-1-4666-8614-4.ch017
APA
Yoon, K. & Sims, J. D. (2016). Integrating Social Media and Traditional CRM: Toward a Conceptual Framework for Social CRM Practices. In I. Management Association (Ed.), Social Media and Networking: Concepts, Methodologies, Tools, and Applications (pp. 327-354). IGI Global. https://doi.org/10.4018/978-1-4666-8614-4.ch017
Chicago
Yoon, Kanghyun, and Jeanetta D. Sims. "Integrating Social Media and Traditional CRM: Toward a Conceptual Framework for Social CRM Practices." In Social Media and Networking: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, 327-354. Hershey, PA: IGI Global, 2016. https://doi.org/10.4018/978-1-4666-8614-4.ch017
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