@book { MobilesCustomerRelationshipManagementMCRMDasHandyalsInstrumentzurKundeninteraktionundbindungimEndverbrauchergeschft, title = "Mobiles Customer Relationship Management (M-CRM) - Das Handy als Instrument zur Kundeninteraktion und -bindung im Endverbrauchergeschäft", author = "Kerstin {Larsson}", year = "2001", publisher = "Diplom.de", address = "Hamburg, Deutschland", doi = "10.3239/9783832445614", url = "https://m.diplom.de/document/220144" }