MLA
Ludwig, Heiko. "Modeling of Customers' Interactive Control of Service Processes." Information Modeling in the New Millennium, edited by Matti Rossi and Keng Siau, IGI Global, 2001, pp. 442-462. http://doi:10.4018/978-1-878289-77-3.ch021
APA
Ludwig, H. (2001). Modeling of Customers' Interactive Control of Service Processes. In Rossi, M., & Siau, K. (Eds.), Information Modeling in the New Millennium (pp. 442-462). IGI Global. http://doi:10.4018/978-1-878289-77-3.ch021
Chicago
Ludwig, Heiko. "Modeling of Customers' Interactive Control of Service Processes." In Information Modeling in the New Millennium. edited by Matti Rossi , and Keng Siau, 442-462. Hershey, PA: IGI Global, 2001. http://doi:10.4018/978-1-878289-77-3.ch021
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