@book { NeuereAnstzezurMessungvonKundenzufriedenheit, title = "Neuere Ansätze zur Messung von Kundenzufriedenheit", author = "Christian {Schamberger}", year = "1999", publisher = "Diplom.de", address = "Hamburg, Deutschland", doi = "10.3239/9783832413910", url = "https://m.diplom.de/document/217253" }