@book { AktivesBeschwerdemanagement,
    title = "Aktives Beschwerdemanagement",
    author = "Klaus {Everts}",
    year = "2001",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832434793",
    url = "https://m.diplom.de/document/219145"
}