MLA
Porto Bellini, Carlo Gabriel, and Rita de Cássia de Faria Pereira. "Service Quality in Banks: What are the Factors Behind Performance and Customer Satisfaction?." Advances in Banking Technology and Management: Impacts of ICT and CRM, edited by Vadlamani Ravi, IGI Global, 2008, pp. 16-32. https://doi.org/10.4018/978-1-59904-675-4.ch002
APA
Porto Bellini, C. G. & de Cássia de Faria Pereira, R. (2008). Service Quality in Banks: What are the Factors Behind Performance and Customer Satisfaction?. In V. Ravi (Ed.), Advances in Banking Technology and Management: Impacts of ICT and CRM (pp. 16-32). IGI Global. https://doi.org/10.4018/978-1-59904-675-4.ch002
Chicago
Porto Bellini, Carlo Gabriel, and Rita de Cássia de Faria Pereira. "Service Quality in Banks: What are the Factors Behind Performance and Customer Satisfaction?." In Advances in Banking Technology and Management: Impacts of ICT and CRM, edited by Vadlamani Ravi, 16-32. Hershey, PA: IGI Global, 2008. https://doi.org/10.4018/978-1-59904-675-4.ch002
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