@book { ChangeManagementundKundenorientierung,
    title = "Change Management und Kundenorientierung",
    author = "Annette {Treml}",
    year = "2001",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832445942",
    url = "https://m.diplom.de/document/220210"
}