@book { VertikalesBeschwerdemanagement,
    title = "Vertikales Beschwerdemanagement",
    subtitle = "Zur Einbindung des Handels in Kundenbindungssysteme",
    author = "Adam {Pawelek}",
    year = "1999",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832418069",
    url = "https://m.diplom.de/document/217662"
}