@book { DasInternetalsInstrumentzurSteigerungderKundenzufriedenheit,
    title = "Das Internet als Instrument zur Steigerung der Kundenzufriedenheit",
    author = "Ingo {Rabenberg}",
    year = "2000",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832422738",
    url = "https://m.diplom.de/document/218090"
}