MLA
Kwan, Julie, et al. "Bringing Service Standards to Life." Human Performance Technology: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, IGI Global, 2019, pp. 1003-1024. https://doi.org/10.4018/978-1-5225-8356-1.ch049
APA
Kwan, J., Clark, S., & Villachica, S. W. (2019). Bringing Service Standards to Life. In I. Management Association (Ed.), Human Performance Technology: Concepts, Methodologies, Tools, and Applications (pp. 1003-1024). IGI Global. https://doi.org/10.4018/978-1-5225-8356-1.ch049
Chicago
Kwan, Julie, Stephanie Clark, and Steven W. Villachica. "Bringing Service Standards to Life." In Human Performance Technology: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, 1003-1024. Hershey, PA: IGI Global, 2019. https://doi.org/10.4018/978-1-5225-8356-1.ch049
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