@book { KundenbindungdurchmultimedialeKommunikationsinstrumente,
    title = "Kundenbindung durch multimediale Kommunikationsinstrumente",
    author = "Cornelia {Fausel}",
    year = "2001",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832433895",
    url = "https://m.diplom.de/document/219064"
}