@book { BeschwerdemanagementinderPharmabranche,
    title = "Beschwerdemanagement in der Pharmabranche",
    author = "Nina {Beranek}",
    year = "2001",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832437336",
    url = "https://m.diplom.de/document/219417"
}