MLA
Durbin, Stephen D., et al. "Organic Knowledge Management for Web-Based Customer Service." Knowledge Management: Concepts, Methodologies, Tools, and Applications, edited by Murray E. Jennex, IGI Global, 2008, pp. 1971-1986. https://doi.org/10.4018/978-1-59904-933-5.ch163
APA
Durbin, S. D., Warner, D., Richter, J. N., & Gedeon, Z. (2008). Organic Knowledge Management for Web-Based Customer Service. In M. Jennex (Ed.), Knowledge Management: Concepts, Methodologies, Tools, and Applications (pp. 1971-1986). IGI Global. https://doi.org/10.4018/978-1-59904-933-5.ch163
Chicago
Durbin, Stephen D., et al. "Organic Knowledge Management for Web-Based Customer Service." In Knowledge Management: Concepts, Methodologies, Tools, and Applications, edited by Murray E. Jennex, 1971-1986. Hershey, PA: IGI Global, 2008. https://doi.org/10.4018/978-1-59904-933-5.ch163
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