@book { BeschwerdemanagementinderMinerallindustrie,
    title = "Beschwerdemanagement in der Mineralölindustrie",
    subtitle = "Am Beispiel der OMV Aktiengesellschaft",
    author = "Horst {Strohmeier}",
    year = "2002",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832450960",
    url = "https://m.diplom.de/document/220625"
}