MLA
Barnes, David, and Matthew Hinton. "Managing Online Customer Service Operations." Business Information Systems: Concepts, Methodologies, Tools and Applications, edited by Information Resources Management Association, IGI Global, 2010, pp. 1115-1128. https://doi.org/10.4018/978-1-61520-969-9.ch068
APA
Barnes, D. & Hinton, M. (2010). Managing Online Customer Service Operations. In I. Management Association (Ed.), Business Information Systems: Concepts, Methodologies, Tools and Applications (pp. 1115-1128). IGI Global. https://doi.org/10.4018/978-1-61520-969-9.ch068
Chicago
Barnes, David, and Matthew Hinton. "Managing Online Customer Service Operations." In Business Information Systems: Concepts, Methodologies, Tools and Applications, edited by Information Resources Management Association, 1115-1128. Hershey, PA: IGI Global, 2010. https://doi.org/10.4018/978-1-61520-969-9.ch068
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