MLA
Kassim, Norizan Mohd, et al. "Identifying the Determinants of Customer Retention in a Developing Country Context." Successful Customer Relationship Management Programs and Technologies: Issues and Trends, edited by Riyad Eid, IGI Global, 2012, pp. 69-82. https://doi.org/10.4018/978-1-4666-0288-5.ch005
APA
Kassim, N. M., Ismail, S., & Abdullah, N. A. (2012). Identifying the Determinants of Customer Retention in a Developing Country Context. In R. Eid (Ed.), Successful Customer Relationship Management Programs and Technologies: Issues and Trends (pp. 69-82). IGI Global. https://doi.org/10.4018/978-1-4666-0288-5.ch005
Chicago
Kassim, Norizan Mohd, Salaheldin Ismail, and Nor Asiah Abdullah. "Identifying the Determinants of Customer Retention in a Developing Country Context." In Successful Customer Relationship Management Programs and Technologies: Issues and Trends, edited by Riyad Eid, 69-82. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-4666-0288-5.ch005
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