@book { AnstzezurKundenzufriedenheitsforschunginTheorieundPraxis,
    title = "Ansätze zur Kundenzufriedenheitsforschung in Theorie und Praxis",
    author = "Tanja Helen {Finke-Schürmann}",
    year = "2001",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832442972",
    url = "https://m.diplom.de/document/219902"
}