MLA
Heckl, Diana, and Jürgen Moormann. "Operational Process Management in the Financial Services Industry." Information Resources Management: Concepts, Methodologies, Tools and Applications, edited by Information Resources Management Association, IGI Global, 2010, pp. 1084-1105. https://doi.org/10.4018/978-1-61520-965-1.ch409
APA
Heckl, D. & Moormann, J. (2010). Operational Process Management in the Financial Services Industry. In I. Management Association (Ed.), Information Resources Management: Concepts, Methodologies, Tools and Applications (pp. 1084-1105). IGI Global. https://doi.org/10.4018/978-1-61520-965-1.ch409
Chicago
Heckl, Diana, and Jürgen Moormann. "Operational Process Management in the Financial Services Industry." In Information Resources Management: Concepts, Methodologies, Tools and Applications, edited by Information Resources Management Association, 1084-1105. Hershey, PA: IGI Global, 2010. https://doi.org/10.4018/978-1-61520-965-1.ch409
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