MLA
Paula dos Santos, Carlos Raniery,et al. "A Mashup-Based Approach to Optimize Human Performance in IT Service Management." Maximizing Management Performance and Quality with Service Analytics, edited by Yixin Diao and Daniela Rosu, IGI Global, 2015, pp. 300-336. https://doi.org/10.4018/978-1-4666-8496-6.ch011
APA
Paula dos Santos, C. R., Granville, L. Z., Loewenstern, D., Shwartz, L. L., & Anerousis, N. (2015). A Mashup-Based Approach to Optimize Human Performance in IT Service Management. In Y. Diao, & D. Rosu (Ed.), Maximizing Management Performance and Quality with Service Analytics (pp. 300-336). IGI Global. https://doi.org/10.4018/978-1-4666-8496-6.ch011
Chicago
Paula dos Santos, Carlos Raniery and Lisandro Zambenedetti Granville, David Loewenstern, Larisa (Laura) Shwartz, and Nikos Anerousis. "A Mashup-Based Approach to Optimize Human Performance in IT Service Management." In Maximizing Management Performance and Quality with Service Analytics. edited by Diao, Yixin, and Daniela Rosu, 300-336. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-8496-6.ch011
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