MLA
Ayanso, Anteneh, and Derek Visser. "Analytics and Performance Measurement Frameworks for Social Customer Relationship Management." Social Media and Networking: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, IGI Global, 2016, pp. 252-280. https://doi.org/10.4018/978-1-4666-8614-4.ch014
APA
Ayanso, A. & Visser, D. (2016). Analytics and Performance Measurement Frameworks for Social Customer Relationship Management. In I. Management Association (Ed.), Social Media and Networking: Concepts, Methodologies, Tools, and Applications (pp. 252-280). IGI Global. https://doi.org/10.4018/978-1-4666-8614-4.ch014
Chicago
Ayanso, Anteneh, and Derek Visser. "Analytics and Performance Measurement Frameworks for Social Customer Relationship Management." In Social Media and Networking: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, 252-280. Hershey, PA: IGI Global, 2016. https://doi.org/10.4018/978-1-4666-8614-4.ch014
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