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MLA
“PLANNING AND IMPLEMENTING SERVICE MANAGEMENT.” Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, by MICHAEL KUNAS, 3rd ed., IT Governance Publishing, Ely, Cambridgeshire, 2012, pp. 54–58, www.jstor.org/stable/j.ctt5hh7xq.15. Accessed 8 Aug. 2020.
APA
KUNAS, M. (2012). PLANNING AND IMPLEMENTING SERVICE MANAGEMENT. In Implementing Service Quality based on ISO/IEC 20000: A Management Guide (pp. 54-58). Ely, Cambridgeshire: IT Governance Publishing. Retrieved August 8, 2020, from www.jstor.org/stable/j.ctt5hh7xq.15
CHICAGO
KUNAS, MICHAEL. "PLANNING AND IMPLEMENTING SERVICE MANAGEMENT." In Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, 54-58. Ely, Cambridgeshire: IT Governance Publishing, 2012. Accessed August 8, 2020. www.jstor.org/stable/j.ctt5hh7xq.15.

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