@book { CustomerEvaluationsofServiceFailureandRecoveryEncounters,
    title = "Customer Evaluations of Service Failure and Recovery Encounters",
    author = "Klaus {Schöfer}",
    year = "2003",
    publisher = "Diplom.de",
    address = "Hamburg, Deutschland",
    doi = "10.3239/9783832462918",
    url = "https://m.diplom.de/document/221693"
}