MLA
Lui, Tsz-Wai, and Gabriele Piccoli. "Toward a Theory of IT-Enabled Customer Service Systems." Business Information Systems: Concepts, Methodologies, Tools and Applications, edited by Information Resources Management Association, IGI Global, 2010, pp. 1977-1997. https://doi.org/10.4018/978-1-61520-969-9.ch120
APA
Lui, T. & Piccoli, G. (2010). Toward a Theory of IT-Enabled Customer Service Systems. In I. Management Association (Ed.), Business Information Systems: Concepts, Methodologies, Tools and Applications (pp. 1977-1997). IGI Global. https://doi.org/10.4018/978-1-61520-969-9.ch120
Chicago
Lui, Tsz-Wai, and Gabriele Piccoli. "Toward a Theory of IT-Enabled Customer Service Systems." In Business Information Systems: Concepts, Methodologies, Tools and Applications, edited by Information Resources Management Association, 1977-1997. Hershey, PA: IGI Global, 2010. https://doi.org/10.4018/978-1-61520-969-9.ch120
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