@book { OrganizationalEffectivenessServiceQualityandRelatedAspectsinitsServices,
    title = "Organizational Effectiveness, Service Quality, and Related Aspects in its Services",
    author = "Rainer {Bubenheim}",
    year = "1997",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832404178",
    url = "https://m.diplom.de/document/216391"
}