MLA
Kellogg, Deborah L., and Lawrence F. Cunningham. "Apology Strategies for Informal Complaints in Service Recovery and CRM Systems." IJISSC vol.5, no.3 2014: pp.31-48. http://doi.org/10.4018/ijissc.2014070103
APA
Kellogg, D. L. & Cunningham, L. F. (2014). Apology Strategies for Informal Complaints in Service Recovery and CRM Systems. International Journal of Information Systems and Social Change (IJISSC), 5(3), 31-48. http://doi.org/10.4018/ijissc.2014070103
Chicago
Kellogg, Deborah L., and Lawrence F. Cunningham. "Apology Strategies for Informal Complaints in Service Recovery and CRM Systems," International Journal of Information Systems and Social Change (IJISSC) 5, no.3: 31-48. http://doi.org/10.4018/ijissc.2014070103
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