MLA
Al-Azzam, Ameen and Rawan T. Khasawneh. "Social Customer Relationship Management (SCRM): A Strategy for Customer Engagement." Strategic Uses of Social Media for Improved Customer Retention, edited by Wafaa Al-Rabayah, et al., IGI Global, 2017, pp. 45-58. http://doi:10.4018/978-1-5225-1686-6.ch003
APA
Al-Azzam, A., & Khasawneh, R. T. (2017). Social Customer Relationship Management (SCRM): A Strategy for Customer Engagement. In Al-Rabayah, W., Khasawneh, R., Abu-shamaa, R., & Alsmadi, I. (Ed.), Strategic Uses of Social Media for Improved Customer Retention (pp. 45-58). IGI Global. http://doi:10.4018/978-1-5225-1686-6.ch003
Chicago
Al-Azzam, Ameen, and Rawan T. Khasawneh. "Social Customer Relationship Management (SCRM): A Strategy for Customer Engagement." In Strategic Uses of Social Media for Improved Customer Retention. edited by Wafaa Al-Rabayah , Rawan Khasawneh , Rasha Abu-shamaa , and Izzat Alsmadi, 45-58. Hershey, PA: IGI Global, 2017. http://doi:10.4018/978-1-5225-1686-6.ch003
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