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