MLA
Swaid, Samar I., and Rolf T. Wigand. "Online-Oriented Service Quality: An Aspect of Multichannel Retailing." Service Intelligence and Service Science: Evolutionary Technologies and Challenges, edited by Ho-fung Leung, et al., IGI Global, 2011, pp. 245-260. https://doi.org/10.4018/978-1-61520-819-7.ch013
APA
Swaid, S. I. & Wigand, R. T. (2011). Online-Oriented Service Quality: An Aspect of Multichannel Retailing. In H. Leung, D. Chiu, & P. Hung (Eds.), Service Intelligence and Service Science: Evolutionary Technologies and Challenges (pp. 245-260). IGI Global. https://doi.org/10.4018/978-1-61520-819-7.ch013
Chicago
Swaid, Samar I., and Rolf T. Wigand. "Online-Oriented Service Quality: An Aspect of Multichannel Retailing." In Service Intelligence and Service Science: Evolutionary Technologies and Challenges, edited by Ho-fung Leung, Dickson K.W. Chiu, and Patrick C.K. Hung, 245-260. Hershey, PA: IGI Global, 2011. https://doi.org/10.4018/978-1-61520-819-7.ch013
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