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MLA
“RESOLUTION PROCESSES.” Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, by MICHAEL KUNAS, 3rd ed., IT Governance Publishing, Ely, Cambridgeshire, 2012, pp. 86–90, www.jstor.org/stable/j.ctt5hh7xq.19. Accessed 11 Aug. 2020.
APA
KUNAS, M. (2012). RESOLUTION PROCESSES. In Implementing Service Quality based on ISO/IEC 20000: A Management Guide (pp. 86-90). Ely, Cambridgeshire: IT Governance Publishing. Retrieved August 11, 2020, from www.jstor.org/stable/j.ctt5hh7xq.19
CHICAGO
KUNAS, MICHAEL. "RESOLUTION PROCESSES." In Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, 86-90. Ely, Cambridgeshire: IT Governance Publishing, 2012. Accessed August 11, 2020. www.jstor.org/stable/j.ctt5hh7xq.19.

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