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MLA
“ITG RESOURCES.” Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, by MICHAEL KUNAS, 3rd ed., IT Governance Publishing, Ely, Cambridgeshire, 2012, pp. 106–109, www.jstor.org/stable/j.ctt5hh7xq.23. Accessed 4 Aug. 2020.
APA
KUNAS, M. (2012). ITG RESOURCES. In Implementing Service Quality based on ISO/IEC 20000: A Management Guide (pp. 106-109). Ely, Cambridgeshire: IT Governance Publishing. Retrieved August 4, 2020, from www.jstor.org/stable/j.ctt5hh7xq.23
CHICAGO
KUNAS, MICHAEL. "ITG RESOURCES." In Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, 106-09. Ely, Cambridgeshire: IT Governance Publishing, 2012. Accessed August 4, 2020. www.jstor.org/stable/j.ctt5hh7xq.23.

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