MLA
Ambriola, V., et al. "Call Centre Evolution in the Digital Government." Electronic Government: Concepts, Methodologies, Tools, and Applications, edited by Ari-Veikko Anttiroiko, IGI Global, 2008, pp. 3980-3986. https://doi.org/10.4018/978-1-59904-947-2.ch290
APA
Ambriola, V., Bertagnini, S., & Pratesi, L. (2008). Call Centre Evolution in the Digital Government. In A. Anttiroiko (Ed.), Electronic Government: Concepts, Methodologies, Tools, and Applications (pp. 3980-3986). IGI Global. https://doi.org/10.4018/978-1-59904-947-2.ch290
Chicago
Ambriola, V., S. Bertagnini, and L. Pratesi. "Call Centre Evolution in the Digital Government." In Electronic Government: Concepts, Methodologies, Tools, and Applications, edited by Ari-Veikko Anttiroiko, 3980-3986. Hershey, PA: IGI Global, 2008. https://doi.org/10.4018/978-1-59904-947-2.ch290
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