@book { QualittsmanagementimDienstleistungsunternehmen, title = "Qualitätsmanagement im Dienstleistungsunternehmen", author = "Susann {Müller}", year = "2002", publisher = "Diplom.de", address = "Hamburg, Deutschland", doi = "10.3239/9783832461034", url = "https://m.diplom.de/document/221567" }