MLA
Aquilani, Barbara, et al. "Offline and Online Customer Satisfaction in B2C Markets: Towards an Overall Customer Satisfaction Framework." Web-Based Services: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, IGI Global, 2016, pp. 377-430. https://doi.org/10.4018/978-1-4666-9466-8.ch018
APA
Aquilani, B., Serpico, E., Silvestri, C., & Ruggieri, A. (2016). Offline and Online Customer Satisfaction in B2C Markets: Towards an Overall Customer Satisfaction Framework. In I. Management Association (Ed.), Web-Based Services: Concepts, Methodologies, Tools, and Applications (pp. 377-430). IGI Global. https://doi.org/10.4018/978-1-4666-9466-8.ch018
Chicago
Aquilani, Barbara, et al. "Offline and Online Customer Satisfaction in B2C Markets: Towards an Overall Customer Satisfaction Framework." In Web-Based Services: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, 377-430. Hershey, PA: IGI Global, 2016. https://doi.org/10.4018/978-1-4666-9466-8.ch018
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