MLA
Yoon, Kanghyun, and Jeanetta D. Sims. "Integrating Social Media and Traditional CRM: Toward a Conceptual Framework for Social CRM Practices." Marketing and Consumer Behavior: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, IGI Global, 2015, pp. 624-651. https://doi.org/10.4018/978-1-4666-7357-1.ch028
APA
Yoon, K. & Sims, J. D. (2015). Integrating Social Media and Traditional CRM: Toward a Conceptual Framework for Social CRM Practices. In I. Management Association (Ed.), Marketing and Consumer Behavior: Concepts, Methodologies, Tools, and Applications (pp. 624-651). IGI Global. https://doi.org/10.4018/978-1-4666-7357-1.ch028
Chicago
Yoon, Kanghyun, and Jeanetta D. Sims. "Integrating Social Media and Traditional CRM: Toward a Conceptual Framework for Social CRM Practices." In Marketing and Consumer Behavior: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, 624-651. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-7357-1.ch028
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