MLA
Coltman, Tim, and Sara Dolnicar. "E-CRM and Managerial Discretion." Electronic Business: Concepts, Methodologies, Tools, and Applications, edited by In Lee, IGI Global, 2009, pp. 1780-1796. https://doi.org/10.4018/978-1-60566-056-1.ch111
APA
Coltman, T. & Dolnicar, S. (2009). E-CRM and Managerial Discretion. In I. Lee (Ed.), Electronic Business: Concepts, Methodologies, Tools, and Applications (pp. 1780-1796). IGI Global. https://doi.org/10.4018/978-1-60566-056-1.ch111
Chicago
Coltman, Tim, and Sara Dolnicar. "E-CRM and Managerial Discretion." In Electronic Business: Concepts, Methodologies, Tools, and Applications, edited by In Lee, 1780-1796. Hershey, PA: IGI Global, 2009. https://doi.org/10.4018/978-1-60566-056-1.ch111
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