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MLA
“SERVICE QUALITY AND ISO/IEC 20000.” Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, by MICHAEL KUNAS, 3rd ed., IT Governance Publishing, Ely, Cambridgeshire, 2012, pp. 16–17, www.jstor.org/stable/j.ctt5hh7xq.9. Accessed 9 Aug. 2020.
APA
KUNAS, M. (2012). SERVICE QUALITY AND ISO/IEC 20000. In Implementing Service Quality based on ISO/IEC 20000: A Management Guide (pp. 16-17). Ely, Cambridgeshire: IT Governance Publishing. Retrieved August 9, 2020, from www.jstor.org/stable/j.ctt5hh7xq.9
CHICAGO
KUNAS, MICHAEL. "SERVICE QUALITY AND ISO/IEC 20000." In Implementing Service Quality Based on ISO/IEC 20000: A Management Guide, 16-17. Ely, Cambridgeshire: IT Governance Publishing, 2012. Accessed August 9, 2020. www.jstor.org/stable/j.ctt5hh7xq.9.

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