@book { TotalQualityManagementChancenundKritikKonsequenzenfrdasMarketing,
    title = "Total Quality Management: Chancen und Kritik, Konsequenzen für das Marketing",
    author = "Nicole {Glöckle}",
    year = "2000",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832426989",
    url = "https://m.diplom.de/document/218440"
}