MLA
Heinonen, Kristina. "The Role of Digital Service Encounters on Customers' Perceptions of Companies." E-Commerce Trends for Organizational Advancement: New Applications and Methods, edited by Mehdi Khosrow-Pour, D.B.A., IGI Global, 2010, pp. 88-97. http://doi:10.4018/978-1-60566-964-9.ch005
APA
Heinonen, K. (2010). The Role of Digital Service Encounters on Customers' Perceptions of Companies. In Khosrow-Pour, D.B.A., M. (Eds.), E-Commerce Trends for Organizational Advancement: New Applications and Methods (pp. 88-97). IGI Global. http://doi:10.4018/978-1-60566-964-9.ch005
Chicago
Heinonen, Kristina. "The Role of Digital Service Encounters on Customers' Perceptions of Companies." In E-Commerce Trends for Organizational Advancement: New Applications and Methods. edited by Mehdi Khosrow-Pour, D.B.A., 88-97. Hershey, PA: IGI Global, 2010. http://doi:10.4018/978-1-60566-964-9.ch005
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