@book { KundenbindunginDienstleistungsunternehmen,
    title = "Kundenbindung in Dienstleistungsunternehmen",
    author = "Franziska {König}",
    year = "2002",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832452209",
    url = "https://m.diplom.de/document/220747"
}