@book { DieAnwendungdesGapModellsimRahmendesQualittsmanagementsbeiBanken,
    title = "Die Anwendung des Gap-Modells im Rahmen des Qualitätsmanagements bei Banken",
    author = "Oliver {Zier}",
    year = "2001",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832437480",
    url = "https://m.diplom.de/document/219431"
}