@book { DieCallCenterFabrik,
    title = "Die Call Center Fabrik",
    subtitle = "Arbeits- und Lebenssituation von Call Center Agents",
    author = "Roland {Csenar}",
    year = "2007",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    url = "https://m.diplom.de/document/225467"
}