@book { Designinganewindustryawardforserviceexcellencecompetitioninretailing,
    title = "Designing a new industry award for service excellence competition in retailing",
    author = "Lars {Merle} and Tobias {Schachner}",
    year = "2003",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832473587",
    url = "https://m.diplom.de/document/222649"
}