MLA
Kemppainen, Katariina, and Ari P.J. Vepsalainen. "Web Breeds Services Apart-But How to Get Them Right?." Information Technology Enabled Global Customer Service, edited by Tapio Reponen, IGI Global, 2003, pp. 104-123. https://doi.org/10.4018/978-1-59140-048-6.ch006
APA
Kemppainen, K. & Vepsalainen, A. P. (2003). Web Breeds Services Apart-But How to Get Them Right?. In T. Reponen (Ed.), Information Technology Enabled Global Customer Service (pp. 104-123). IGI Global. https://doi.org/10.4018/978-1-59140-048-6.ch006
Chicago
Kemppainen, Katariina, and Ari P.J. Vepsalainen. "Web Breeds Services Apart-But How to Get Them Right?." In Information Technology Enabled Global Customer Service, edited by Tapio Reponen, 104-123. Hershey, PA: IGI Global, 2003. https://doi.org/10.4018/978-1-59140-048-6.ch006
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