MLA
Escalas, Jennifer Edson, et al. "Satisfaction, Frustration, and Delight: A Framework for Understanding How Consumers Interact with Web Sites." Internet Marketing Research: Theory and Practice, edited by Ook Lee, IGI Global, 2001, pp. 231-251. https://doi.org/10.4018/978-1-878289-97-1.ch013
APA
Escalas, J. E., Jain, K., & Strebel, J. E. (2001). Satisfaction, Frustration, and Delight: A Framework for Understanding How Consumers Interact with Web Sites. In O. Lee (Ed.), Internet Marketing Research: Theory and Practice (pp. 231-251). IGI Global. https://doi.org/10.4018/978-1-878289-97-1.ch013
Chicago
Escalas, Jennifer Edson, Kapil Jain, and Judi E. Strebel. "Satisfaction, Frustration, and Delight: A Framework for Understanding How Consumers Interact with Web Sites." In Internet Marketing Research: Theory and Practice, edited by Ook Lee, 231-251. Hershey, PA: IGI Global, 2001. https://doi.org/10.4018/978-1-878289-97-1.ch013
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