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MLA
“APPENDIX A: BIBLIOGRAPHY.” Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, by MICHAEL KUNAS, 3rd ed., IT Governance Publishing, Ely, Cambridgeshire, 2012, pp. 105–105, www.jstor.org/stable/j.ctt5hh7xq.22. Accessed 13 Aug. 2020.
APA
KUNAS, M. (2012). APPENDIX A: BIBLIOGRAPHY. In Implementing Service Quality based on ISO/IEC 20000: A Management Guide (p. 105). Ely, Cambridgeshire: IT Governance Publishing. Retrieved August 13, 2020, from www.jstor.org/stable/j.ctt5hh7xq.22
CHICAGO
KUNAS, MICHAEL. "APPENDIX A: BIBLIOGRAPHY." In Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, 105. Ely, Cambridgeshire: IT Governance Publishing, 2012. Accessed August 13, 2020. www.jstor.org/stable/j.ctt5hh7xq.22.

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