MLA
Martínez-Argüelles, María J., et al. "Using the Critical Incident Technique to Identify Factors of Service Quality in Online Higher Education." Advancing the Service Sector with Evolving Technologies: Techniques and Principles, edited by John Wang, IGI Global, 2012, pp. 295-311. https://doi.org/10.4018/978-1-4666-0044-7.ch019
APA
Martínez-Argüelles, M. J., Castán, J. M., & Juan, A. A. (2012). Using the Critical Incident Technique to Identify Factors of Service Quality in Online Higher Education. In J. Wang (Ed.), Advancing the Service Sector with Evolving Technologies: Techniques and Principles (pp. 295-311). IGI Global. https://doi.org/10.4018/978-1-4666-0044-7.ch019
Chicago
Martínez-Argüelles, María J., José M. Castán, and Angel A. Juan. "Using the Critical Incident Technique to Identify Factors of Service Quality in Online Higher Education." In Advancing the Service Sector with Evolving Technologies: Techniques and Principles, edited by John Wang, 295-311. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-4666-0044-7.ch019
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