MLA
Coltman, Tim and Sara Dolnicar. "E-CRM and Managerial Discretion." Electronic Government: Concepts, Methodologies, Tools, and Applications. IGI Global, 2008. 3090-3106. Web. 26 Apr. 2018. doi:10.4018/978-1-59904-947-2.ch228
APA
Coltman, T., & Dolnicar, S. (2008). E-CRM and Managerial Discretion. In A. Anttiroiko (Ed.), Electronic Government: Concepts, Methodologies, Tools, and Applications (pp. 3090-3106). Hershey, PA: IGI Global. doi:10.4018/978-1-59904-947-2.ch228
Chicago
Coltman, Tim and Sara Dolnicar. "E-CRM and Managerial Discretion." In Electronic Government: Concepts, Methodologies, Tools, and Applications, ed. Ari-Veikko Anttiroiko, 3090-3106 (2008), accessed April 26, 2018. doi:10.4018/978-1-59904-947-2.ch228
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