MLA
Pettenati, Maria, et al. "Requirements Analysis and General Functional Model of Seamless, Citizen-Oriented Service Delivery." Global E-Government: Theory, Applications and Benchmarking, edited by Latif Al-Hakim, IGI Global, 2007, pp. 21-51. https://doi.org/10.4018/978-1-59904-027-1.ch002
APA
Pettenati, M., Mugellini, E., & Abou Khaled, O. (2007). Requirements Analysis and General Functional Model of Seamless, Citizen-Oriented Service Delivery. In L. Al-Hakim (Ed.), Global E-Government: Theory, Applications and Benchmarking (pp. 21-51). IGI Global. https://doi.org/10.4018/978-1-59904-027-1.ch002
Chicago
Pettenati, Maria, Elena Mugellini, and Omar Abou Khaled. "Requirements Analysis and General Functional Model of Seamless, Citizen-Oriented Service Delivery." In Global E-Government: Theory, Applications and Benchmarking, edited by Latif Al-Hakim, 21-51. Hershey, PA: IGI Global, 2007. https://doi.org/10.4018/978-1-59904-027-1.ch002
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